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Complaint: Phone disappeared after reparation!

user-65513 on 14 October 2011 about Vodafone in category Mobiele Telefonie

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Complaint resolved
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My complaint:

I sent a phone to be repaired via the Vodafone shop Nieuwendijk, Amsterdam on 13th September. 2 weeks later (28th September) I got a call that the phone has been exchanged by Sony Ericsson for a new one and I can come pick it up in the shop.

when I came to the shop assistants tried to give me somebodys else OLD phone. When I told them that it was the wrong phone they said it was some kind of mistake and promissed to solve it ASAP.

2 weeks later I’m mailing and calling and still nobody can tell me what happened with my phone! somebody inside vodafone just stole it basically.

Desired solution:

Receive a new phone from Vodafone stock right away!
Also one month free service on my contract.

Message from

14 years ago - Dear svlad1983, I understand that this is a very inconvenient situation for you. I checked if there was any update on the status of your case and I see that one of my colleagues already contacted you about the further procedure. With kind regards, Maartje Vodafone Webcare Nederland

Comment by poster of the complaint

14 years ago - Dear Maartje, last friday (21st october) I went to the shop and they told me I would get a new phone, but so far nothing happened. Next week the issue will be escalated to Area Manager... whatever that means. I really dont understand why I cant get a new phone from Vodafone and then you would deal with the communication problems inside your company. Its now exactly 4 weeks since reparation company sent a phone back to the shop and I still dont have a date when I get the new phone. Is that how you treat your customers? I've been Vodafone customers for 6 years and I never missed a payment, i think its just really unfair how the company deals with it. Regards, Sergey

Comment by poster of the complaint

14 years ago - Hi, I had to submit the complaint to Special Services after dealing for weeks with Customer Service and assistant manager in the shop on Nieuwendijk, Amsterdam. hopefully they will work a bit faster. Regards, Sergey

Message from

14 years ago - Dear svlad1983, I understand that you're not happy with this whole situation and I am sorry for that. I did send another e-mail to the Nieuwendijk shop, to ask if they do have an update on this situation now and I will contact you when I hear something from them. With kind regards, Maartje Vodafone Webcare Nederland

Message from from Klacht.nl

14 years ago - Complaint is picked up by Vodafone

Message from from Klacht.nl

14 years ago - Complaint is solved by Vodafone

Vodafone

Responded on 25 March 2015 at 07:50

Offered solution:

De klacht is reeds in behandeling bij de hiervoor verantwoordelijke afdeling.

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