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
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