OwenMeasures: My frustrating chat with Vodafone

Nicole: Hi, I’m Nicole, a Vodafone Online Shop specialist. This chat is a new Vodafone online service.

You: hi

Nicole: I’m sorry. I’m currently helping other customers at this time. You are position 1 in the queue and we will be with you in about 1 minute. I appreciate your patience.

Nicole: How may I help you today?

You: Can i buy a iPhone 5 then cancel the contract after 1 month?Nicole: You are able to, however an early termination fee will incur.

Nicole: After 1 month, it would be quite pricey.

You: Even if its on a 1 month smart plan?

Nicole: The iPhone 5 is only available on Smart Data plans (24month terms)

You: No... its avaliable on Msart plans for a 1 month term! says it on your website

Nicole: May I ask what page you are on, so I can check this myself?

You: https://www.vodafone.co.nz/iphone5/buy/

Nicole: On this page, you are only able to choose one of the smart data plans.You: Choose your plan: Smart Data plans & Smart Plans

Nicole: There is no option for "Smart Plans" on this page.

You: Yes there is!Nicole: am on the same page as you currently :)

You: Scroll down to 2. Choose your planYou: there 2 tabs 1 saying Smart Data plan & 1 saying Smart planYou: I can choose a term

You: 1monthYou: 12 months

Nicole: The iPhone 5 is only available for purchase on the Smart Data 120.You: or 24 months

Nicole: Or any Smart Data plan.You: Plan cost

You: 45

You: 65

You: 85

You: 100

You: 150

Nicole: I understand the prices for the Smart plans, thank you.You: I cant be making this stuff upYou: So why are the smart plans there if it is only avaliable on a Smart Data planNicole: I will check this for you.

You: this is in my basket!

You: 1xiPhone 5 32GB Black with Smart $45, 1 monthYou: 1xiPhone 5 32GB Black with Smart $45, 1
month
$1199.00Remove
Ongoing monthly total$45.00Delivery FREE Payable today
(incl. GST)Nicole: Thank you, I am checking why this is as the iPhone 5 was only ever available on the Smart Data plans.

Nicole: One moment please.

Nicole: If you were to go on a one month term with the Smart $45, this would be purchasing the mobile outright for $1199.

Nicole: How are things going with your order? Are you able to go through the checkout?

You: Im aware of that... absolutly

You: So i wouldnt be subject to a contract at all? i would just pay $1199 for the phone?

Nicole: Looks like you would be able to, yes.

Nicole: Where abouts are you up to with the order?

You: Looking at my plan and ready to insert my details and then pay

You: What phones do you have in stock? seem to be the 32GB white and 32GB Black?

Nicole: Great, I can wait for you while you take care of what you need to. Just to be sure your order goes through.

Nicole: The 32GB is the only iPhone 5 available at the moment.

You: So when would that ship?

Nicole: The expected delivery time will be within 14-21 days.

You: Are these phone GSM unlocked?You: thats hardly being avaliable then is it?

You: thats out of stock?

Nicole: They have been a very popular mobile since launched, hence the reason for the 16GB and 64GB being out of stock.

Nicole: All mobiles sold, are unlocked.

You: Im aware of that, but if the phone is 'avaliable' then why would it take 14-21 days to be delivered?
You: Assuming your avaliable actually means 'in stock'?

Nicole: That's correct :)

Nicole: It means that it is in stock, but it still needs to be ordered from our supplier, there was also a backlog from when the mobile was first launched 2 weeks ago which we are in the processes of getting through.

You: So if the phone is in stock, why would it take 14-21 days? thats the same times as what Apple are giving and there phones are 'out of stock' see where im coming from?

You: So your saying in stock with Vodafone or in stock with Apple?

Nicole: In stock with Vodafone.You: Apple has no phones 'in stock' this is false advertising

Nicole: It is not from Apple themselves, they have a different stock.

Nicole: Delivery is going to take 14-21 days, if you choose to purchase the mobile today.

You: So if the phone is from your supplier but you have them in stock with Vodafone... i dont see the problem?

Nicole: The expected delivery time will be within 14-21 days. I can not change this for you.

You: No i need to clarify this 'in stock' business, you have really confused me with your choice of wording!

Nicole: Unless you would like to wait until more stock is available and shipping time will be faster for you :)

Nicole: I am advising the timeframe for delivery.You: But your reason for the delivery doesnt make 1 bit of sense!Nicole: There has been a high demand for the iPhone 5, so orders are taking a little bit longer, the delivery time is going to be longer also!
You: the phone is in stock with Vodafone but is going to take 14-21 days to deliver, but there not in stock with Vodafone because you beed to order them from your supplier? who is not Apple?

Nicole: Our supplier, is brightpoint, not apple. Apple have there own stock.You: Sorry... i dont think you know what your talking about, considering you didnt even know about the plans, it took a potential customer (me) to tell you about your own plans!

You: So the phone isnt in stock at Vodafone is it?Nicole: Please feel free to call cusomter services if you would like more clarification if I am not explaining it properly, you may need to speak with someone over the phone to be more clearer.

Nicole: Contact the online shop on 0800 837 867.

Nicole: They will be happy to assist you with your query.

You: As you dont know what your talking about?

Nicole: I do, but you are having trouble understanding me through this chat.

Nicole: So the online shop will be able to help you more over the phone with your order.

You: No, what your saying is clear but doesnt make sense!

Nicole: That is the standard procedure, I can not speed up the process of delivery time for you, sorry.You: Oh im not ordering! i already have an order on with Apple and dont plan to cancel and order through you.

You: I never asked you to! just what your telling me doesnt add up?

Nicole: That's great! :)

You: I suggest you find out all info you may need before you insist to tell me im wrong RE the Smart plans!You: Thanks!

Nicole: Thanks for that feedback, I will :)

Nicole: Have a great day!

Did i have a point?