liuchai
21-10-2006, 01:59 PM
Dear Sir/Madam,
RE: OUTSTANDING SERVICE PROBLEM
On the 18th October I placed an order for an upgrade, a 'before noon' delivery on the 20th October was arranged. I rescheduled work related meetings so I would be home.
At 12noon, 20th October, I called to query. Advisor 'A' informed me that the courier would instead deliver to my postal address between 1500-1730. I was assured that the money paid originally would be refunded and that delivery could be arranged to another address, where I would be having a meeting.
At 1445, 20th October, I called to advise on the new delivery address, I was told by Advisor 'B' that this was NOT possible. I was then told that the package had been delivered to my address at 0922, when I enquired as to why no notification letter was issued, the advisor said that the courier might have 'delivered it to the wrong address' or 'run out of notification slips'. They suggested I collect the phone personally from the Depot. I was assured that the depot would be open for collection between 1800-1900.
At 1830, 20th October, I arrived at the depot having walked over a mile from Borough station. It was closed. Advisor 'C' (phone) then advised that it was not possible to contact Parcelline as their office closed at 1830.
On the 21st October, 1016, I spoke to xxxx (I.D.xxxx) and cancelled my order with Vodafone .
No attempt was made to apologise for the significant inconvenience caused to me and surprisingly no attempt was made to rectify the situation. To add insult to injury I was told that it wasn't possible to revert to my old tariff and I would have to revert to a higher priced tariff. I then spoke to xxxx (I.D.xxxx) who advise I call back once the phone had been returned to Vodafone.
Having been with Vodafone for the past 4 years, I have generally been satisfied with the service provided. However, I have found this service and misinformation over the last few days appalling and certainly not in line with Vodafone's Vision of 'enriching customer's lives'.
I am strongly considering leaving Vodafone unless a markedly better deal and compensation is offered to me for the time, money and stress caused. Until a resolution is reached, I will be advising people on my experience.
I have forwarded this letter to several user forums on the internet (details below) and will post your response once I receive it.
I hope this matter can be resolved as soon as possible.
Yours sincerely
Disgruntled Customer
Mr L
Stay tune for their reply!
RE: OUTSTANDING SERVICE PROBLEM
On the 18th October I placed an order for an upgrade, a 'before noon' delivery on the 20th October was arranged. I rescheduled work related meetings so I would be home.
At 12noon, 20th October, I called to query. Advisor 'A' informed me that the courier would instead deliver to my postal address between 1500-1730. I was assured that the money paid originally would be refunded and that delivery could be arranged to another address, where I would be having a meeting.
At 1445, 20th October, I called to advise on the new delivery address, I was told by Advisor 'B' that this was NOT possible. I was then told that the package had been delivered to my address at 0922, when I enquired as to why no notification letter was issued, the advisor said that the courier might have 'delivered it to the wrong address' or 'run out of notification slips'. They suggested I collect the phone personally from the Depot. I was assured that the depot would be open for collection between 1800-1900.
At 1830, 20th October, I arrived at the depot having walked over a mile from Borough station. It was closed. Advisor 'C' (phone) then advised that it was not possible to contact Parcelline as their office closed at 1830.
On the 21st October, 1016, I spoke to xxxx (I.D.xxxx) and cancelled my order with Vodafone .
No attempt was made to apologise for the significant inconvenience caused to me and surprisingly no attempt was made to rectify the situation. To add insult to injury I was told that it wasn't possible to revert to my old tariff and I would have to revert to a higher priced tariff. I then spoke to xxxx (I.D.xxxx) who advise I call back once the phone had been returned to Vodafone.
Having been with Vodafone for the past 4 years, I have generally been satisfied with the service provided. However, I have found this service and misinformation over the last few days appalling and certainly not in line with Vodafone's Vision of 'enriching customer's lives'.
I am strongly considering leaving Vodafone unless a markedly better deal and compensation is offered to me for the time, money and stress caused. Until a resolution is reached, I will be advising people on my experience.
I have forwarded this letter to several user forums on the internet (details below) and will post your response once I receive it.
I hope this matter can be resolved as soon as possible.
Yours sincerely
Disgruntled Customer
Mr L
Stay tune for their reply!