Right, so as customer service is not willing to deal with my complain I'm going to make sure I post my rubbish experience everywhere on the social media: " I lost my phone and thankfully I have insurance on it, so I claimed it, my claim was successful, I ask the customer service representative to get it delivered on Friday 03/03/17 as that's when I'm at home, It gets delivered one day before. As I'm not home I have to go and collect it from the depot ( only 20 miles away) . I ride for 20 miles on my motorbike in the rain and cold of a Scottish winter to get the phone. I reach the depot and receive the parcel, but guess what? It's the WRONG PHONE!! I phone Vodafone and the line keeps ringing for 30 min, so I hanged up and I phoned again, someone asks me to confirm my surname and hangup straight away. I phone a third time, I get transferred 4 times to the wrong department. I finally manage to speak to a manager who advices me to go to the closer Vodafone store, they will be able to take the wrong one from me and hand me the correct one, I go to a vodafone store but they don't have it in stock, I go to another Vodafone store, a teenager attends me ( with his hand in his pocket ) I explain to him what happened and he - cutting me off and without letting me finish - says he can't help and I have to wait until Monday. I ask why, he says he doesn't have authority and only a manager can help me. There was no manager, and a manager won't be available until "maybe Saturday" . He even refuses to tell me when the manager will be in on Saturday and rudely coments " you know that managers here are busy right? I think he will be in a meeting in the morning and sometimes he's not around as well" I tell him that I will complain to his manager about his attitude he responds " please do" I told him to speak to the manager on the phone from the insurance team so he can hand me the device he says " they have no authority on us". I ask him to take the device from me he refuses and he gives no explanation to why. He tells me off the store even before the closing time. I give up and I return back home, when I phone Vodafone again I get through to the insurance department and I stay on hold for 20 min then I get transfered to the technical team?? Then to someone else, which non of them knew why I was calling or had even a clue, and I had to explain to every single one of them what happend to me . Finally I speak to a lady that does the following : Hold for 12 min , ask a question, hold again for 22 min, ask another question, hold for 17 min , hold again. Until it became 20:01 meanwhile on hold and a message just came saying " sorry this department is now closed" and the line cut off. I phoned one last time and after telling the story for 12 min I get told to phone back next day ( tomorrow) as this has to be dealt by the insurance department which is now closed . Vodafone, I just want to say something, you gave me the best level of frustation ever possible, and the worst customer service ever. I regret leaving three and I really want to leave you. I promise that I will NEVER EVER even think about coming back to you. But until my contract finishes I want what I'm paying for, I want my correct device and a decent service, So far you have caused me enough losses and frustration to not pay 3 or 4 month bills. And I'm taking this to the social media and to the financial ombudsman. Hassan Chouehne 07479854100