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General => General discussion => Topic started by: Khare on 08 October 2012, 12:31
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Follow up from this
http://www.golfgtiforum.co.uk/index.php?topic=241551.0 (http://www.golfgtiforum.co.uk/index.php?topic=241551.0)
Just posted this up on the Vodafone eforum.
Right, here is the whole story.
1st of September I was able to have an early upgrade, so I got myself a HTC One X. The first few days it was fine, but after 4 days the screen suffered a stuck pixel. I called the technical team, which wanted me to send it back for replacement of a new handset. However I was due to travel for 7 days the following day, so they made a note extending my 7 day cooling off period until I got back. As soon as I got back I called to exchange the handset. A few days later mine was collected and on the same day a new one delivered.
However this new handset also had problems, this time with the GPS (the common problem where it doesn't fixate on your position, it just moves around your area). I called vodafone and they told me to call HTC UK, so I did. I sent my phone off to them a few days after receiving it and they had it for 7 days. I got it back, claiming it had been fixed, however it hadn't. I called vodafone which again arranged a 3rd handset to be delivered in exchange for my faulty 2nd one, again, collection and delivery on the same day.
I received my 3rd handset last Wednesday, again faulty, this time the liquid behind the screen ripples when pressing down the edges. I called vodafone to demand a Galaxy S3, rather than another most likely faulty HTC One X. They told me that it would be no problem and the phone would be colleted the following day and the S3 would also be arranged for delivery. I didn't receive any texts from DPD or vodafone confirming any tracking numbers or orders, unlike the previous times.
I called vodafone the following day (Thursday) asking what the order status was, if they had any tracking numbers. I was told that they could see the order hadn't gone through, but the customer assistant would straight away finalize the order and it would be delivered Friday, and that collection would take place on Monday. Come Friday midday I still had no confirmation texts or any news, so I called again and AGAIN I was told that it didn't seem to go through. I was then told that my S3 would not be dispatched until vodafone received my faulty HTC, which would be Tuesday, so I wouldn't have my S3 until Wednesday at the very earliest.
That same Friday I called the cancellations department and told them I wanted to cancel the S3 order and contract, so I could move to a different service provider. I was told that there were a lot of notes in my account so they were going to gather them all up, email the UK headquarters and arrange the cancellation. I was told to expect a call either the same day or the next. Come Saturday I still had no call, so I popped into my local Phones4U branch and started setting up a new contract with Orange. The shop assistant there told me to call vodafone to double check I could actually cancel the contract. I called however the queue times were 10-20 minutes long, so I arranged the callback in place.
I was called, however the vodafone assistant was cutting out and the call eventually dropped. I waited a few minutes to see if she would call back, but nothing. I called again and this time the queue was 30 minutes, so I arranged another callback. I quickly went into the vodafone store next door and asked there about the cancellation, but I was told I'd have to phone the customer service team as they didn't know. So I used the store phone to call, while waiting for the 20 minute line to pass I received my callback from the previous 30 minute queue. I spoke to the assistant who told me he'd put me through to another department. The line went dead and it hanged up, great.
About 2 minutes later my mobile phone rang via the callback feature. I asked about the cancellation and they said it would not be possible as it's been well over 7 days (it had been 34 days in fact). However my S3 order was still going through. So I'm tied to vodafone for another 23 months, sadly. On Sunday I called to find out the order status, whether or not it would arrive on Monday or not. The customer assistant was extremely rude. He said the order wasn't dispatched yet, but it was ready for dispatch. He then proceeded to tell me I had been making a lot of calls lately, sometimes on an hourly basis (from the Saturday, about cancellations). He said to me that it wouldn't speed up the order by calling hourly.
At that point I lost it. I told him the reason I'm calling is because vodafone or a (F word) useless company who can't answer my questions, hence why I have to call 10 times to get an answer. I apologized for my outburst but I carried on stating my point. He was interrupting me and being generally rude. He told me the order would be delivered either Monday or Tuesday, 100% sure, on either of those days. It's now Monday and still no status text or anything. Collection is scheduled for today so we will see if that's the case.
I told him that had it not been for 3 faulty handsets all this wouldn't have happened, as I'd still be within my time to cancel. I blamed vodafone for selling faulty handsets however he said it wasn't their fault, it was HTC, as they were the suppliers. But am I right in saying that if YOU sell something, even if you are not the manufacturer, YOU are responsible for making sure whatever you sell works? The reply I got was that it wasn't true, HTC were the ones at fault.
If by tomorrow 6pm, I haven't got my S3, I'm going to call vodafone and speak to whoever is in charge of that call center. I'm not going to wait for a callback, I'm going to demand speaking to the manager there and then. It is absolutely appalling service from such a large company. All they care about is money money money.
I will be calling trading standards and telling them absolutely everything. If you too have been messed around with by vodafone then please call trading standards and also open a case, the more the better as it means vodafone will be looked into.
I am appalled by the queue waiting times, the fact that if I call at midday UK time I get through to an American customer assistant rather than a British one, and that every time I call I get different answers and solutions. Is there not one script you all read from or do you all just make it up as you go along?
I just want to CANCEL my contract and go elsewhere, but that seems like it can't be done.
I warn you again, trading standards will be contacted regardless of the outcome of this whole situation.
Andres
If you CAN avoid Vodafone, then please do, they're useless c0cks and will do more harm than good.
Anyone know the best way to put this to trading standards? Writing? Phone?
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I had an issue when ordering my second super discounted S3 - it took a week for the order to go through their systems with me calling almost daily because I never had confirmation texts like I did with the first order and finally it arrived at the end of the week.
The first super discounted S3 came the next day ( well the day after it was meant to but that's because DPD are a bunch of muppets who can't find our building every single time they're the courier ! )
You could try argue that you have not yet had a functioning handset since the date the contract started and they have failed to delivery on their end of the contract. Good luck :lipsrsealed:
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I argued that Jay, but they said it's not their fault, they said they don't even open the handsets, they just get loaded with the VF bloatware at HTC and then get sent to the warehouses where they get sold from there on.
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I'd argue back that they are the reseller providing the faulty goods and thus liable for the product - regards of how or who it's made by and by what means it is delivered to you. Though I'm sure Elvi could tell you if you are able to still cancel the contract as per what I've outlined.
Only speak to the managers in the call centre.
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Yeah from now on whenever I call I'll be asking for the manager straight away.
I'm about to all my local citizen's advice bureau, see what they say.
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Just chatting to customer assistant via the webchat...
Fcuking numbnuts.
(http://i254.photobucket.com/albums/hh115/kharekatoh/Untitled-14.jpg)
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Pintoo?? :huh:
:laugh: :laugh: :laugh: :laugh:
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Least it's not tinpoo :grin:
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Should have refused the collection of the HOX if you were going to have no mobile! :whistle:
Did you get anywhere with CAB?
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Thing is the other day they said the S3 wouldn't be dispatched unless they had the HOX back. If that IS the case then I just wanted to send off the HOX asap.
CAB told me to write a complaint letter to VF and see how we go from there, but they said chances of cancelling contract are minimal.
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I've never found CAB particularly useful and they usually just go on their own online portal and "Google it" as the nice lady put it (they don't even use Google!).
I'd check with Elvi, he knows more about the legal side of things, but I'd point out to them they've failed on numerous occasions - by providing a faulty handset on three occasions and now you're without a handset entirely, yet paying for the contract still - ask them again how you're going to receive the text to let you know when the phone is going to arrive, now that you have no handset.
I'd have got my "Craddock" on, ripped them a new a-hole, got a phone or cancelled contract and my number ported to someone else. Every time you get a new phone and have to send it off, if it's within the 7 days grace period make SURE they you tell them the 7 day grace period resets the day you get your replacement phone - if they won't accept that cancel (or threaten) to cancel the contract there and then.
But then maybe I've learnt to be a c#nt and not take crap - in part due to my boss who gets his own way most of the time :evil:
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Yeah I CAB didn't really say much except write a letter or email.
I did request if they could send the text to a different number, but they said no. Every time I think of VF my blood boils. Tomorrow if I receive my handset I'm going to call them to claim some more money off them, they've already given me £10 off my next bill.
The 1st and 3rd handsets have been sent back within 7 days both times, however the 2nd wasn't as it spent a full 7 days with HTC, claiming to be repaired. Surely that doesn't count?
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The 1st and 3rd handsets have been sent back within 7 days both times, however the 2nd wasn't as it spent a full 7 days with HTC, claiming to be repaired. Surely that doesn't count?
I'd tell them it doesn't count and that the 7 days grace should be 'reset' and if they don't like it I'd cancel the contract (remember, if they didn't extend the first 7 days grace period I'd have cancelled the contract then).
This is why I was so paranoid about the S3 when I first got it, I tested as much as I damned well could :grin:
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Thing is I tried to leave the contract and they said I couldn't only if I paid the £700 cancellation fee.
I'll call again tomorrow afternoon.
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Great news! Contract has been cancelled!
I called again yesterday after they again failed to delivery the S3. This time though I spoke to a manager and she told me that she promised the phone would be with me by thursday the 11th at the latest, any later I'd be within my right to cancel the contract, even though I told her I'm still within the 7 day grace period because of it resetting after I receive a new handset.
I wasn't extremely happy but somewhat happy that they had agreed a £41 "sorry" to my account, but still pissed that I had to stay with VF. Anyway 5 minutes after hanging up, a guy called Dave called (first british person I speak to in the whole month!), from the eforum, asking whether or not I had resolved my issues yet. I told him what I had just spoke to the manager about, and he said that he'd go and find out whether or not I was indeed within my grace period. He came back a few minutes later and told me that yes I was and I could cancel if I wanted. He understood my situation, and told me he wasn't surprised I'm leaving after all the hassle. He cancelled my contract and gave me a pac code to use with another carrier. 10 minutes later I was at my local carphone warehouse taking out a new contract with Orange for £26 a month (£50 handset cost), for a white S3! WIN! WIN! WIN! So chuffed. Much better than HOX, although position of the volume key could be on the other side as I keep turning volume up and down, as well as the back key, would be better on the left hand side.
At least I'm not with VF anymore though, and I'm saving myself £5 every month on a contract with more data! (less minutes though, but it's not a problem).
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Result mate :afro:
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At least you got there in the end :afro:
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Yup. What I hate the most from VF is that because of incompetence from not knowing your own employer's procedures, I almost, ALMOST had to stay with them for 2 years, because I was 1 day short of the final 7 day grace period.
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(http://8.mshcdn.com/wp-content/uploads/2012/10/first-world-problems-6001.jpg)
:kiss:
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This reminds me of my blackberry storm thread a few years back LOL!
They are a bunch of donkey balls, but I've learned with VF you purchase the sim contract and NEVER there phones I've started buying from supermarkets like my HTC EVO 3d.
Just last week the battery started playing up and the cells were cooked its only been 7 months of ownership and I rang asda up they were going to change the whole phone.
I stated I wanted just the battery?
They suggested I ring HTC direct.
So I did spoken to a non English customer services, and she me to send details via website EMI address, proof of purchase, Etc.
My battery arrived in two days later.
I've learnt dealing with VF with my Storm handset last time! NEVER BUY A HANDSET FROM THEM!
I still have a great sim card from VF, thats all I expect as every time they offer me a upgrade the handsets are more expensive or the new contract(Sim) is less than current one if phone is free.
My last comments about "VF is you have to jump through rings of fire, to get them to be pro active"