Apologies in advance, however you appear to be my last hope of moving forward. I have now spent 4 hours and 48 minutes on the phone to various departments, customer services, customer complaints, saves to name just a few. I have spoken to people close by in Liverpool and far away in India. Always, always when ordering a new phone or changing a plan there are problems, not just with me, but every person in my office that uses Vodafone, all have experienced shocking customer service, I understand your company is the most complained about mobile phone supplier, so appreciate this is no surprise. So, to explain, on the 17th April 2019 I ordered a new phone and plan by logging onto my account from my desk top PC, I received an email confirming the order, I paid the premium price to have the phone delivered the following morning. It didn’t arrive… On the 18th April 2019 I spent 2 hours, starting with customer complaints, customer services, saves back to complaints back to saves. Although the upfront cost had been taken from my account, “the system” unfortunately had no record of the transaction. I offered to send the emails I have received from Vodaphone, unfortunately as I’m sure your aware you can’t receive emails. I was asked instead to visit one of your stores with the emails and a bank statement…. I’m sure you have lovely stores, I however have never visited one, being a customer of yours since 2013 and spending around £1200 per year I was somewhat surprised that I now needed to visit one to, I assume, show your company the emails you had sent me, slightly confused, you want me to show you your own emails I asked. Like you I am a busy man, running my own company, I had no intention of ‘popping’ down the high street with your emails, to present them to a confused member of staff. I asked to speak with a supervisor, after asking 16 times, I was connected with a supervisor, I asked to start the process again and have a phone delivered, they offered next day delivery, however I was spending the back holiday with family so asked for the phone to be sent to my work address the following Tuesday 23rd April, I received a tex message from ‘Peter’ detailing my new plan and phone. Tuesday 23rd April, you guessed it, no phone, no message from DPD, I went on live chat, ‘no problem sir the phone is on its way’, still no messages from DPD, called your complaints department, no record of the conversation from last week, one hour later, the order is found, unfortunately it wasn’t signed off by the manager last week, but no problem, all I had to do was call back later and it would be sorted. I then spoke to a very nice man in India, “have you taken the email we sent you into a shop yet”? At this stage, I’m not proud of it, but I may have used a swear word. Back to James in customer complaints, he can’t talk to me now says ‘Tom’, explain everything again to ‘Tom’ no problem will put you through to saves. Can you guess where this is going? I can re-order that for you no problem, here we go again…… I explained that I was waiting for a manager somewhere in Vodaphone to sign something off so I can get my new phone and plan, Tom explains that they have changed the plans and I can save £3 a month by going on this new supper plan, phone will be here tomorrow… No emails no tex messages with regards to new super plan or phone…. Should I give in now?