Unclear delivery status

[kalii8]

I ordered Internet online and my Startpaket package was sent out.

However now following the updates I see that it has been sent back to the the sender.

What is the reason for this (as I never received it to the PacketStation) and when will I receive my Startpaket?

The description is not very helpful nor helps me to understand why there is a problem.

Thank you!

[Thomas]

Hi kalii8,

let's take a look. Send me your customer number, name, date of birth and address in a private message.

Then reply again here in the post.

Regards

Thomas

[kalii8]

Hi Thomas,

Thanks for taking a look at this. I still have not received my router. I sent you PM with details.

[Tina]

Hello kalii8,

we dont know why the package was not delivered at the packstation.

We cannot find your new shipping address. are you sure about the name of the street?

Best regards

Tina

[kalii8]

Hi Tina,

I sent you PM with address verification.

Regards.

[Nancy]

Hello kalii8,

I cannot send you the device again. But I will assign a technician to install your connection. He will bring the device with him. He will contact you in advance by phone to arrange an appointment.

Best regards

Nancy

[kalii8]

Hi Nancy,

Please note that the delivery address is different than the installation address (where the router will be used).

I sent you details in PM.

Please do not send technician to the address I asked to deliver the rotuer.

[Nancy]

Hello kalii8,

because the device shipping did not work out, we can not send it to you again and I have therefore commissioned a technician. This technician will come to the address where the connection should be used.

let me know when everything worked out. I have one more request: please choose a way of contact so that everything is not confused.

Best regards

Nancy

[kalii8]

Hi,

Trust me, I would also like this experience to be less confusing as I counted on having my Internet connection 2 weeks ago. 🙂

Some feedback how Vodafone could make the experience for their customers less confusing:

1) Agents giving an actual reply to the nature of the problem instad of incorrect answers like "Your package was delivered on Monday, perhaps to your neigbour" when it was sent back to Vodafone for unknow reasons and received on Monday by the Logistics center,
2) Not resending the package to the address it was once not delivered to after asking to change the delivery address but actually change the delivery address,

3) Not bombarding me with SMS and emails about urgency to contact Vodafone support on phone,

4) This goes together with 3) --> Not having to wait 2-3 days for my follow-up questions to be answered so that I can confirm there is not another misunderstanding that will further delay the router delivery.

I feel like this forum has so far been the only channel that actually tries to understand the situation and nature of the issue I am facing. The only downside is long reply times.

I hope I finally receive the router and will not have to seek help with other issues again. 🙂 

Thank you for your help.

Regards

[Nancy]

Hello kalii8,

we will be happy to help you, but sometimes you have to show some patience until we answer. Now the technician will first contact you to install your connection.

Best regards

Nancy