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8 posts

Wannabe Geek


# 255730 26-Aug-2019 14:53
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So I ordered the Note 10+ after 2 hours of fluffing around being transfered between the Sales and Technical Teams before finally reaching the retentions team, order was placed on the first day of preorders (9th of August) and I was promised to received the phone on the day of release (Friday 23rd).

 

On Thursday I double checked with the onlineshop team as I did not receive a shipping confirmation (I assumed they would send on Thursday so I receive Friday, as that is how pre-orders generally go, especially when you are in so early). But they simply advised me that the order was still being processed and I would probably not receive until Saturday or Monday.

 

But no, its now Monday and I still haven't received anything.

 

I messaged the facebook team and didn't get a response several times, and sometime I got a response after several hours with no information whatsoever.

 

I emailed the onlineshop email, again not much assistance given.

 

I called the onlineshop team several times, one time being answered and told to "wait a few minutes" and was put on mute for over half-an-hour. I then called back and was advised they were out of stock at "Brightpoint" (i.e. Ingram Micro) and I would have to wait even longer. Its also really frustrating having to talk to an off-shore team, why is NZ customers money not going to create jobs in NZ, instead of employ people in poor conditions internationally who honestly feel like they don't care about your call... some of them are great, but most of them just fluff around with your call and pretend they cant hear you etc...

 

I also tweeted them, no response.

 

On facebook I got given contradicting responses from the same person "SY" after long delays each time, first on Friday telling me that it was processed and they were just waiting on the courier company: 

 

 

Then on Monday telling me they had no stock and it being on a "First in, First served basis", despite being First in (as I said above I ordered on the first day of pre-orders) and many others already receiving their Note 10 last week:

 

 

I rushed around on Thursday getting a case and screen protector for it too, that just sits on my desk waiting also.

 

I have wasted so much time and effort on chasing this, just to get nowhere. Its a hell of a difficult company to communicate with compared to the past.

 

I am shocked at how you treat a customer of 10 years (on account), 15 years (if you include prepay).

 

 


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  # 2306254 26-Aug-2019 15:43
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Vodafone have always been pretty bad for this. In the last 4 phones I've ordered from them, I've never had one release day. The best I've had was a call on Saturday AM from my local store offering to let me collect the order. Worst is 9 days. For some reason they seem incapable of guaranteeing stock and in my experience digital mobile being involved makes it so much worse. 

 

 

 

I am sorry for your troubles, I know waiting on a new phone can be a horrible experience, but my experience says escalation has little to no effect. 

 

Back a few years ago now, they used to ship out redemption codes you could take to any store and pickup whatever you wanted for your voucher value. This was a great system and I wish they'd return to it. 

 

For some reason, it seems VF are last on the list for stock. Even when PB and NL and HN have stock, Vodafone will often be waiting on theirs. 

 

 




8 posts

Wannabe Geek


  # 2306541 27-Aug-2019 06:23
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networkn:

 

Vodafone have always been pretty bad for this. In the last 4 phones I've ordered from them, I've never had one release day. The best I've had was a call on Saturday AM from my local store offering to let me collect the order. Worst is 9 days. For some reason they seem incapable of guaranteeing stock and in my experience digital mobile being involved makes it so much worse. 

 

 

 

I am sorry for your troubles, I know waiting on a new phone can be a horrible experience, but my experience says escalation has little to no effect. 

 

Back a few years ago now, they used to ship out redemption codes you could take to any store and pickup whatever you wanted for your voucher value. This was a great system and I wish they'd return to it. 

 

For some reason, it seems VF are last on the list for stock. Even when PB and NL and HN have stock, Vodafone will often be waiting on theirs. 

 

 

 

 

 

 

Looks like they sent it yesterday so I am looking at getting it today... I guess they are having internal communication issues also.

 

 

 

Though I am not sure about billing, the retention team were going to waive $100 of my early resign fee, but then the online shop guys said something about the full amount... I guess I will see when my bill comes if I need to spend any more time with their horrific call center.

 

 

 

Ideally for the amount of profit they generate I do not understand why they cant have NZ based call centers with surplus of staff. If they are going to hammer some poorly waged offshore people with 100% utilization and back to back calls then I can fully sympathize with their lack of customer empathy. Unfortunately the people behind large corporate entities don't seem to understand that better customer service will get you better sales and customer loyalty.


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