Vodaphone ignoring and messing about disabled potential new customer.

[richardCoulter]

I decided to purchase a PAYG 'phone on the Vodaphone website and pick it up from their Wakefield store.

 

They promised to email me when it was ready to pick up- so far i've heard nothing.

 

If I decide it's not for me, I want to be able to return it to another West Yorkshire store for convenience.

 

I have emailed them THIRTEEN times for a simple answer to this question!!!!

 

Due to a current disability, email is my only form of communication.

 

They come back assuming that I have already bought a 'phone and/or that it is faulty, go on about contracts and one even asked for my details to verify my identity so that he could go into my account!!!

 

They all had foreign names, so I assumed (as it happens correctly) that it was run by an overseas call centre who either can't speak English properly, are unintelligent or simply enjoy winding potential customers up!

 

Their own customer forum stated that I should email them again and ask for a UK based manager to look into this for me. I did as I was asked and received further nonsense replies. After going back onto the forum to ask what to do next, I have been ignored.

 

When I sent a separate email to ask why I hadn't received notification as to if it's in Wakefield or not, I received a very rude reply to the effect of "how should we know if you haven't supplied the order number, find it and ring us up (which they know I can't do)". I have replied with the order number.

 

Is this a true representation of what to expect from Vodafone and should I use another provider?

[silverfox1961]

Hi

While this is an unusual thing for the webteam to deal with, I'm sure Lee (or the team) will be able to assist. Just follow the instructions on this thread.

 

http://www.consumeractiongroup.co.uk/forum/showthread.php?213340

[Lee Vodafone Company Rep]

Hi richardCoulter,

 

I'm sorry to hear about the difficulties you've experienced here but thanks for making me aware of them.

 

Having reviewed your comments on our eForum I can see that you've yet to receive confirmation of your order being dispatched. In order for me to follow this up I'll email you via the address you used to register to the eForum with in a moment and if you could confirm your order number, by return, I'll get back to you as soon as I have an update.

 

If after receiving it you decide that the phone you've chosen isn't for you then you could return it to a different store in your area but a return would initially need to be arranged via our online V-Store, which you can do via email through the details posted here, as the phone would need to be received by them in order for your refund to be processed.

 

In regard to the other concerns you've raised over the level of service you've received in relation to this matter I'd be happy to address these if you could let me know the email reference number(s) from your previous contact with us so I can review the replies and ensure that steps can be taken to improve things.

 

Kind regards,

 

Lee

 

Web Relations Team

 

Vodafone UK

 

 

 

 

[watchinginvestigation2011]

Have to say you get a 10/10 for response speed and showing you are willing to help xx

[Lee Vodafone Company Rep]

Thanks watchinginvestigation2011 - I do try to get back to our customers as quickly as possible and am always happy to assist where I'm needed.

 

Take care.

 

Lee

 

Web Relations Team

 

Vodafone UK