Vodafone mistreats customers

This is the email I sent to Vodafone today, and will be following up with a

letter:

Dear Sir/Madam,

I am writing to complain about the shocking service I have experienced from

Vodafone.

On Sunday evening, 8th January 2006, I ordered a Motorola V3 Razr from

www.vodafone.co.uk, and the phone was delivered to me on Friday 13th

January 2006. However, the phone I received was clearly second-hand, with

no seals on the box, no plastic coverings on the phone screens, and the

seal was broken on the CD that came with it.

Friday 13th January: So, I phoned your sales team on 08700 770020 who gave

me the number of the returns department 08701 261 090 to call to arrange

for the correct phone to be delivered to me.

I called the Returns department number at 4pm. I was on hold for 40 minutes

and when my call was finally answered at 4.40pm, I was speaking to you for

20 minutes on a premium rate number. You refused to offer me a refund of

the Special Delivery charges that I would have to fork out for returning

the phone due to YOUR mistakes. The first concession you made was to

collect the second-hand phone on delivery of the new phone - except you

would not deliver to my new address at university, even though you would

have a phone to collect from here and not the address I initially gave you

for delivery (as that was my boyfriend's work address that he was leaving

the day the phone arrived). So finally, I had to settle for my original

delivery charge being refunded to 'go some way towards the delivery

charge', to quote the woman I spoke to, who also said this was 'a gesture

on our behalf.' Some gesture, making me pay even more for a phone it seems

will never actually arrive.

So, I waited for the emailed returns notice that I would have to use to

send the package back. I had to phone up for the email to be sent to me on

Monday after the email was not sent to me immediately over the weekend as

the woman had said. More phone costs of calling a premium rate number from

my mobile. Finally, after getting the returns note on Monday 16th January,

I walked 25 minutes to the nearest post office to send the parcel off by

Special Delivery, costing me