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Ultimate Geek
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Topic # 201777 3-Sep-2016 11:26
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Just as an FYI for Vodafone Note7 owners:

 

We have stopped sale of the Note7 through all of our retail outlets and are removing all website promotions and social media sales offers.

 

To ensure our customers can remain confidently connected, we have a range of return/replace/refund options available.

 

Customers with a Galaxy Note7 have the following options when they go into a Vodafone store:

 

  • Swap your Galaxy Note7 for another Samsung product (for example an S7 Edge) and get the difference in price refunded;
  • Hand back your Galaxy Note7, pick up a Samsung Galaxy J5 (yours to keep), and your Galaxy Note7 will be replaced when new stock is available (could be approximately 4 weeks);
  • Get a full refund for their Galaxy Note7;
  • Return your Galaxy Note7 and use the refund to purchase any other device, of any brand, that is in stock; or
  • Wait until a new Galaxy Note7 is available and change-over to a new device then (could be approximately 4 weeks).

If you have any questions relating to your Samsung Galaxy Note7, talk to a team member at any Vodafone store, or call our Customer Care team:

 

Personal: 777 from your Vodafone mobile or 0800 800 021 from any phone.

 

Business: 888 from your Vodafone mobile or 0800 400 888 from any phone.

 

 

 

Further details on the Vodafone Community, and you can ask any questions there or in-store or on the phone as mentioned above. 





Channel Manager, Help & Support @ Vodafone NZ


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  Reply # 1621898 3-Sep-2016 13:07
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The 2nd option is really nice. Sure you have a crappy phone for 4 weeks or so but then once you get your note back then you have a backup phone :)


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  Reply # 1621900 3-Sep-2016 13:13
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Pretty generous range of options, Mike - thanks Vodafone.

 

Got my N7 from VF and will take it back on Monday to go with the J5 option.

 

Also excellent to see a telco posting direct on here - rather than on another thread via MF. Good stuff. (Notwithstanding that Mauricio does a great job too laughing).




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  Reply # 1622069 3-Sep-2016 18:05
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Thanks for the feedback.





Channel Manager, Help & Support @ Vodafone NZ


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  Reply # 1627662 12-Sep-2016 08:13
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@MikeHales: Any chance of an update for Vodafone customers, Mike? It's been a while and things seem to be getting more complicated overseas. When can we expect to hear from VF that our replacement phones are ready?

 

Cheers




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  Reply # 1627727 12-Sep-2016 09:15
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@eracode - I will ask our device guys but dependent on Samsung manufacturing and shipping.





Channel Manager, Help & Support @ Vodafone NZ


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  Reply # 1636298 20-Sep-2016 08:00
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@MikeHales: Earlier this morning I posted here asking you for an update. Then I saw your OP which referred to the Vodafone Community. Read VC and saw an update posted yesterday by your team saying stock available soon and that a text had already been sent to everyone. So I deleted my update request to you from here on GZ.

 

Then checked and found that I haven't received a text re my replacement N7. Tried to ring VF 0800- number and after got cut off after long wait.

 

So I registered for VC so that I could ask online via a reply to VF's yesterday update. Went through the hoops to register and it appears that I'm properly registered - except that when I go to post a reply to Note7 update of 19 Sept, I repeatedly see 'Access Denied'.

 

Very frustrating. How are we meant to find out what's happening?

 

 


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  Reply # 1636306 20-Sep-2016 08:36
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@eracode where did you take your Note7 to?




Ex JohnR VodafoneNZ 17 years 4 days

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  Reply # 1636307 20-Sep-2016 08:38
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Linux: @eracode where did you take your Note7 to?

 

Bought it from Vodafone Albany Westfield Mall shop and took it back there.


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  Reply # 1636311 20-Sep-2016 08:42
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eracode:

Linux: @eracode where did you take your Note7 to?


Bought it from Vodafone Albany Westfield Mall shop and took it back there.



I would call the store then Thursday / Friday next week




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  Reply # 1636313 20-Sep-2016 08:45
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Linux:
eracode:

 

Linux: @eracode where did you take your Note7 to?

 

 

 

Bought it from Vodafone Albany Westfield Mall shop and took it back there.

 



I would call the store then Thursday / Friday next week

 

You may well be right but it would be nice to hear from Vodafone with something more definite.

 

I tried VF 0800 again. Went through it all with one lady who went away several times for long periods. Suddenly I'm talking to a different guy and go through it all again. He clearly had no knowledge of the N7 thing at all. He took my mobile number and basically said "We'll let you know". Sorry but I don't have much faith in that - hope I'm proved wrong.


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  Reply # 1636338 20-Sep-2016 08:53
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Has anyone here, who got their Note7 from a Vodafone physical shop and returned it, had a text from them advising details of replacement arrangements? Interested to hear yes and no answers.




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  Reply # 1636355 20-Sep-2016 09:14
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eracode:

 

Has anyone here, who got their Note7 from a Vodafone physical shop and returned it, had a text from them advising details of replacement arrangements? Interested to hear yes and no answers.

 

 

Thanks for the post, apologies about that experience. Can you message me your customer number or mobile number and I'll check in to see why the process didn't work properly.

 

Cheers

 

m





Channel Manager, Help & Support @ Vodafone NZ


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  Reply # 1638294 21-Sep-2016 16:07
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I initially complemented Vodafone on their OP above but now IMO Vodafone are really cocking up the whole replacement side of things - claiming people have been sent texts about everything when nothing has been sent, stores never answering phones if you try and call them, stores not responding to emails, their 0800 people know absolutely nothing about the whole Note7 saga, asking for info via the Vodafone Community website so that they can 'check for you' - and then doing nothing.

What an unholy mess. Check it for yourself here if interested - read the posters' comments/queries:

http://community.vodafone.co.nz/t5/Android-phones/Samsung-Galaxy-Note7-recall-updated-21-Sept/td-p/203595

 

 


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  Reply # 1638297 21-Sep-2016 16:10
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MikeHales:

 

eracode:

 

Has anyone here, who got their Note7 from a Vodafone physical shop and returned it, had a text from them advising details of replacement arrangements? Interested to hear yes and no answers.

 

 

Thanks for the post, apologies about that experience. Can you message me your customer number or mobile number and I'll check in to see why the process didn't work properly.

 

Cheers

 

m

 

 

You also asked for this info via the Vodafone Community website and I sent it to you there first thing by DM first thing this morning.


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  Reply # 1638325 21-Sep-2016 17:39
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VF's issue is that it tolerates a lot of quite substandard and unacceptable behaviour from its staff members, in addition to clearly working in a siloed way which is typical of many corporates. I have to laugh at what those posts in the VF Community about stores not answering phone calls at all and the mailbox being full reveal: the store managers clearly aren't doing their jobs and there aren't enough accountability/control mechanisms in place to hold them accountable. No business that takes its retail channel seriously can tolerate this kind of behaviour and the staff involved should be disciplined.

 

Then again, I still remember the joyous experience of screen-capturing the blatant abuse directed at myself on the VF Community, complaining to their complaints team about this by phone (it took about 5 phone transfers) and the complaints team member promising to get back to me within X days and failing to. I had to escalate a complaint to their Head of Complaints. Not much appears to be changing at VF...

 

 

 

 

 

 

 

 


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