The Vodafone Horror Show

Who knew that trying to throw money at Vodafone for a new phone would be such a difficult task!

Those who know me are aware I am a huge fan of the new Nokia Lumia devices. They look good, they work amazingly well and the operating system is great. When the Lumia 1020 with the 41mp camera was released, I knew it would eventually be mine!

When I saw Quidco offering £120 cashback if buying a Lumia 1020 through Vodafone, I jumped at the chance! I placed an order on the 15th of October which included:
Lumia 1020 (£49.99 one off cost)
Red L – £42 a month (4G & includes 6GB of data per month if ordered within October)

Great – Order made. Surely I’d get my phone, right?

I received an email confirmation confirming my order is being processed and subject to a credit check. With no debts, on the electoral roll and a good credit score, I was pretty happy this would go smoothly. Usually it takes an hour or so, thus I was a little concerned when 24 hours had passed and I had received absolutely no email, text or confirmation as to which direction my order had gone.

Vodafone Logo

Time to call Vodafone help! I spoke to a girl who asked me to spell my first name 5 times. It’s Joshua – I still don’t understand why it was so complicated for her to spell that! But either way, once she had my details, she drew a blank. Had no idea where my order was and told me she’d call me back shortly.

8 hours later, and still no call… I now went through 2 services:
1) Twitter help
2) Live Vodafone Chat

Twitter Help: A useful contact got in touch to told me to send him the details and he’d look into it. I did this, and an hour later he informed me it would take around 48 hours to get back to me. Not good enough as right now I don’t know whether my order is even being processed or whether a credit check has taken place. I needed an answer on this now. Live Vodafone Chat: A sales representitive informed me my order was still being processed, and he’d highlighted it as an “emergency” to ensure it gets done quicker

Phew, so now it seems everything is fine, right?

Another day passes, thus the saga is now in it’s 3rd day. Still no contact from Vodafone confirming the order (though it appears the money for the phone is pending release from my bank account!). I decided to call Vodafone again and spoke to Gary from the Belfast office – Gary informed me that the order had not been processed as there were multiple matches for my address (whatever that means!). He told me my credit check was however passed, so I can just go-ahead and re-order on the website to get my phone.

I went onto the website, re-ordered, and instantly got an email saying my order had been rejected. I called and spoke to another girl, who this time told me that my first order was actually with the fraud department and hadn’t been cancelled. What this meant, is when I attempted a 2nd order, not only was that one rejected, but it cancelled my ORIGINAL order as well!!!!

Of course at this point, I got pretty angry. I was informed that as they admitted this was their mistake, they had reversed the first order being cancelled and submitted it back to the fraud department for extra checks. I asked how long it would take and I was told that this was with Quidco! I was a little confused as Quidco are simply an affiliate site, but I was told that Quidco are the actual owners of the phone and do the security checks.

So then I spoke with Quidco, who as expected, denied all of this. It is a Vodafone order from the Vodafone website and Quidco are not responsible for anything here.

As of now, its 3 days after my order. I don’t have a phone, I may have a bad credit mark for the 2 orders thanks to Vodafone and I still have no confirmation of how long it will take.

Vodafone, I hope you’re reading this – Do you really think this is a good customer experience? And will I ever get my order processed?!?!

Tweet me @thejsug !

Leave a Reply