Thema "Re: Need help in English - New contract & Handy - Bought online, package is lost" in Archiv_Mobilfunk

Need help in English - New contract & Handy - Bought online, package is lost

marcelomad — Mon, 05 Aug 2019 07:16:32 GMT

Hi,

I recently got a new contract and a mobile phone over Vodafone's wesbiste and the package has been sent to the closest Post branch to my place. But the package is lost. Tracking says it was delivered on Thursday and is waiting for pick up. I have been there on Thursday, Friday, Saturday and no one finds the package.

I have tried the Customer Service several times but it is very hard to get through an operator and most times they do not speak English or I have to choose a different option.

Any suggestion is welcome.

Thanks!

Re: Need help in English - New contract & Handy - Bought online, package is lost

DanyG — Mon, 05 Aug 2019 13:47:11 GMT

Hi marcelomad,

welcome to the Vodafone community.

If the package is lost, it's necessary that you call us on 0800 172 1212. Our experts in the logistics team will then clarify the further procedure with you.

BR,

Dany

Re: Need help in English - New contract & Handy - Bought online, package is lost

marcelomad — Mon, 05 Aug 2019 14:10:43 GMT

Hi,

Thank you for your quick reply. I have called 0800 172 1212 several times, but unfortunately I do not speak enough German and the CS representatives do not speak English. It is almost impossible to get support in English over the phone.

Sending emails is not helpful, as it takes days to get a reply and nobody ever calls back or gives any other information.

Even worse, this is not the only issue I am having with Vodafone. I have sent the documents to change the DSL to my name and never got the new contract and connections details (I have another thread). And this has been going on for 2 weeks now.

This is really frustrating. 2 services ordered, 2 packages lost, 0 services provided.

Any ideas?

Re: Need help in English - New contract & Handy - Bought online, package is lost

DanyG — Wed, 07 Aug 2019 12:05:38 GMT

Hi marcelomad,

it's not the regular process, but maybe we can solve it. Please send me a private message with your phone number and your customer password.

BR,

Dany

Re: Need help in English - New contract & Handy - Bought online, package is lost

marcelomad — Wed, 07 Aug 2019 12:25:54 GMT

Hi DanyG,

Just did. Thank you so much for that.

Re: Need help in English - New contract & Handy - Bought online, package is lost

DanyG — Wed, 07 Aug 2019 16:35:26 GMT

Already answered.

BR,

Dany