Contract

[AllanHunt]

Hello,

I'm just curious if someone can give me an answer: I recently ordered a HTC Sensation XL and plan etc (order number VF112395541). I did this online because I try to avoid the shopping centre if at all possible, and the site led me to believe it would take only a couple days for the handset to arrive. Which is pretty cool.

Anyway, it's been a couple days, and while it's not my intention to complain about the length of time taken (two days is pretty awesome, so I can't really hold people to that), the tracking page says it's still processing the order. Does anyone know approximately how long it takes to process the order? I ask out of curiousity, and also because there's a good chance I'll be out of town in a couple weeks, and if it takes longer than that I may as well cancel the order and go into the store.

Not intending to complain, just wanting to know. Thanks in advance!

[Charlotte · Accepted solution]

Hello Allan,

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AllanHunt wrote:

I'm just curious if someone can give me an answer: I recently ordered a HTC Sensation XL and plan etc (order number VF112395541). I did this online because I try to avoid the shopping centre if at all possible, and the site led me to believe it would take only a couple days for the handset to arrive. Which is pretty cool.

Does anyone know approximately how long it takes to process the order? I ask out of curiousity, and also because there's a good chance I'll be out of town in a couple weeks, and if it takes longer than that I may as well cancel the order and go into the store.

No worries at all, I bet your eager to get your hands on your new phone! Delivery is usually 2-3 business days from the date of approval. You should have your phone any day now however I'd love to give you some peace of mind and give you the tracking number with Australian Air Express if there's one available for you.

If you could please email me your order number, 4 digit PIN and also a link to this post on the Community to online.help@vodafone.com.au with this code in the subject C247CCGFI I'll be able to check your order and get in touch with you with an update.

Thank you,

Charlotte

[Mr_Nick]

Hi Allan,

I recently bought an XL online for my wife. Like you I got an email saying the phone would arrive in 1-2 days. After 2 days passed, I used the online tracker to see where things were up to but was amazed to see that the order had been cancelled.

I rang cusomer service and after getting cut off three times I evetually got to speak to somebody who was unable to provide any explanation about who or why the order was cancelled. He even asked if it was me who had cancelled it! He took my details and rang back around 30 minutes later to say that two orders had been placed at the same time so Vodafone cancelled one and the other was still active. The tracking details I had were for the cancelled order but when I asked for new tracking details I was told that it was on the same number - no idea how that worked but they were insistant that the tracker would reflect the live order in a few hours.

When I asked how long the phone would take, I was told 4-5 days and when I complained about the fact I was told 1-2 and this was now day 3, how could it be a further 5 days? As the phone was meant to be a present, this delay meant it would arrive after the birthday so the operator said he would put me through to his supervisor who would arrange for me to collect a handset from a local store. I was then transferred to somebody who had absolutely no idea what I was talking about and said that pick-up was impossible. I again asked how long the phone would take and this time was told 6-10 days. At this point I asked that the order be cancelled so I could go elsewhere. I was told this was impossible as the phone was 'in the system' so I would have to refuse delivery when it arrived or accept it and return it. At this point I gave up trying to reason with anybody on the phone.

Imagine my surprise when I got an email the following morning telling me the phone was with the courier and due to be delivered. But the day passed and nothing arrived so I emailed customer services who told me the package was with the courier and gave me some tracking details. I then checked the courier website and found that they claimed to have attempted delivery earlier in the day even though I'd been home. I went to the post office and was eventually able to collect the phone - on the evening of my wifes birthday. And at around 7pm, a neighbour turned up with a card from the courier - they had tried to deliver it next door and left the card at the wrong address.

I wish this were the end of my Vodafone woes but alas it seems that it is only the beginning - I have severe regrets about making the choice to move but I won't go into that here.

I know this doesn't really answer your query but thought I would share my experience with ordering an XL online (and vent some tension at the same time!!).

[Bart]

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Mr_Nick wrote:

I wish this were the end of my Vodafone woes but alas it seems that it is only the beginning - I have severe regrets about making the choice to move but I won't go into that here.

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Hi Mr_Nick,

Here is exactly the right place for sharing your experiences with us and fellow customers,  I thank you for sharing.

What you've described certainly isn't normal and you should have received a correct answer sooner. Device delivery times can vary depending on stock availability and current order volumes, but the variation shouldn't be as much as you've seen.

I never like to see a customer's experience off to a rocky start, but we've got a very dedicated team here ready to help out with anything you need; we genuinely want to see you Vodafone experience the best it can be. If something goes wrong, we'll work hard to fix it.

I can see from your other posts that we're currently working through some other issues with you and we'll continue to do that until they're resolved.

Again, I appreciate any feedback you've got about your experience, so please keep it coming!

Thanks, Bart.

[AllanHunt]

Just wanted to show how it worked out for future people. Turns out Vodafone did in fact send it as expected, but it was the couriers who were stuffing around. Annoying, but can't really be helped by either side on this one.

[Bree]

Hi Allan,

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AllanHunt wrote:

Just wanted to show how it worked out for future people. Turns out Vodafone did in fact send it as expected, but it was the couriers who were stuffing around. Annoying, but can't really be helped by either side on this one.

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I apologise for the delay in getting your handset to you. I hope it has now arrived and you are enjoying your new device.

Please let us know if you have any further questions in the future. 

Thank you,

Bree