Vodafone complaints

Vodafone · 9 August 2011 at 4:47PM

Hi venomrush,

I am very pleased that after speaking to you on the phone this afternoon we have managed to get this resolved

If you need any further help, don't hesitate to get back in touch.

Hi izools,

I have sent a reply to your email today. Our Customer Relations Team sent an email to you on the 2nd August and are still awaiting a response. If you could get back in touch with them, they can start to help to get this resolved for you.

Hi ji11y,

I am sorry to hear that you are still having problems with your handset. If you would like me to look into this further for you, drop me an email to the address here with WRT135 FAO Heidi in the subject. I will be more than happy to help.

Hi NewStudent and emmarox05,

It's really disappointing to hear that you are both experiencing some issues. If you could both email me via the details above, I will be more than happy to look into these further for you.

Best wishes,

Heidi
Web Relations Team
Vodafone UK

izools · 10 August 2011 at 12:36PM

Vodafone_company_representative wrote: »

Hi izools,

I have sent a reply to your email today. Our Customer Relations Team sent an email to you on the 2nd August and are still awaiting a response. If you could get back in touch with them, they can start to help to get this resolved for you.

I Got an email on 2nd August stating only that the query is "IN HAND", not an actual RESPONSE.

I DID reply to this email the same day and have copied you in on this respnose.

Please don't come on here lying trying to make yourselves out to be better than you are, you'll get caught out.

EDIT: And just to add to the list of infractions, you're now in breach of a signed written formal request for my PAC. You've outstretched the time limit imposed by OFCOM by over 125% and counting...

Do you want a spade to go with that or would a JCB be more suitable?

And if you don't like my tone, consider what has been done to me by your company and how long it has taken for NO REMIDIAL ACTION to be taken ATALL...

Vodafone · 10 August 2011 at 7:56PM

Hi izools,

I am sorry to hear that you feel this way and can understand your frustrations.

As this is with our Customer Relations Team, they are now doing an investigation. I sent a further email to you today advising that you will need to get in touch with them directly via the contact number they sent in the email or by replying to their email.

If you need any further contact information for their team, I will be more than happy to help.

Kind regards,

Heidi
Web Relations Team
Vodafone UK

mobilejunkie · 10 August 2011 at 9:14PM

Good luck with THAT; "customer relations" seems to have the sole objective of making them worse and not better.

izools · 11 August 2011 at 6:29AM

mobilejunkie wrote: »

Good luck with THAT; "customer relations" seems to have the sole objective of making them worse and not better.

Or just doing absolutely jack all.

Vodafone_company_representative wrote: »

Hi izools,

I am sorry to hear that you feel this way and can understand your frustrations.

As this is with our Customer Relations Team, they are now doing an investigation. I sent a further email to you today advising that you will need to get in touch with them directly via the contact number they sent in the email or by replying to their email.

If you need any further contact information for their team, I will be more than happy to help.

Kind regards,

Heidi
Web Relations Team
Vodafone UK

If you bothered to read my posts and emails you'd see that I had contacted the customer relations team and they didn't respond.

They didn't even put my email on the system - as you claimed I hadn't even sent one. Was point blank ignored.

That's why I contacted you again.

Oviously neither the web team nor the customer relations team are capable of anything other than lip service.

Man, I can't wait for the 8th week. OTELO will be all over this like the Metropolotain Police on a thieving chav...

Vodafone · 11 August 2011 at 2:42PM

Hi izools,

I have spoken to our Customer Relations Team to follow this up and I believe that you have already had this resolved this morning.

If there is anything further we can help with, feel free to get back in touch.

Kind regards,

Heidi
Web Relations Team
Vodafone UK

izools · 11 August 2011 at 2:58PM

Yes, having spoken to the Customer Relations team this afternoon I have been told I will have:

My PAC (which I do now have although won't use as already given everyone my new number I had to get out).
All my line rental charges, refunded.
Cancellation fee waived.
£150 compensation to cover loss of earnings and time / resources expended resolving the matter with you.

I feel this suitable given my grievances and thank you for finally offering me what is suitable. I will of course post back to confirm whether or not this offer is followed through.

It's a shame - all the issues were caused by incompetent and rude store staff, and an over zealous anti-fraud system. These faults have cost your network hundreds of pounds. But, as our business relationship has now ended for good these are your issues to adress, or leave in place for other customers to suffer. Your choice.

Vodafone · 11 August 2011 at 4:45PM

Hi ji11y, emmarox05 and NewStudent,

I am yet to receive emails from you regarding your recent issues.

If these are still ongoing and you need some help, send me an email to the address here with WRT135 FAO Heidi in the subject.

Otherwise I will assume that these have now been resolved, which is great!

Kind regards,

Heidi
Web Relations Team
Vodafone UK

nedoyle · 12 August 2011 at 12:57PM

A warning to all small business owners - be careful who you choose as your phone provider!! Below is a copy of an email I've just sent to Vodafone.

WHY IS MY PHONE NOT WORKING?

Since Monday of this week I have been unable to use my phone. Trying to run a small business is hard enough without being completely hamstrung by not having a phone! Thankfully, I've resorted to a PAY AS YOU GO Sim from o2 to put into my old iPhone, set up and working within seconds.

On Monday morning my shiny new iPhone4 started to say NO SERVICE. I reported this to Vodafone on Monday and was told that I simply needed to synch with iTunes and all would be well with the world. Alas - it didn't happen. Monday night came and went (including a restore to factory settings on iTunes) with still NO SERVICE. On Tuesday I'm advised by my helpful customer service rep in Vodafone that I can either wait for a problem with a HLR to rectify itself or go and get a new Sim card. So off I go to my local Vodafone store, taking time out from my working day, new sim card in phone.... come Wednesday morning still NO SERVICE.

On Wednesday I'm advised that this HLR problem is still causing difficulties, and I cannot be given a resolution time. I just needed to be patient! But unlikely it would take until Friday to fix the problem. Calls on Thursday again yield no resolution, and no timescale for resolution. Just be patient.

On Friday (today), I call again, and this time I'm told there is no problem with my number or network so I should simply go to a Vodafone store and get a new SIM and all will be well. Despite asking numerous times was the girl sure there was no network problem (and she even rang the technical team I believe!) I was assured there was not and a new SIM would solve the problem. Now even I'm not that naive, so I wait 10 mins and call back - this time to be told there is still a problem with this HLR but that no resolution timeline is available.

So what am I to do? My Vodafone bills are normally >£1000 per month, quite a lot for a small company. The level of service I've received is appalling this week. I'm genuinely shocked. New Sim, No Sim, NO Service, HLR's - I don't care I just want my phone to work!!

Why is it not possible to give a resolution date to this problem?! It's absolutely ridiculous that I have had no phone all week and nobody can tell me when it will be resolved. Will it be Christmas?

Please tell me how I escalate this matter, and I would like an explanation as to why I've received such wildly varying advice from your Customer Support team. I can be contacted on this email address or alternatively on my o2 number - *******. You can try my vodafone number ******* but I don't fancy your chances.

Yours in frustration,

Neil

boatman · 13 August 2011 at 12:51AM

My sister had a very similar experience with her iphone4, you are not alone...

Vodafone complaints

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