Vodafone complaints

So at last I have some kind of conclusion.

Thanks to those suggesting CFW I’ll bear it in mind.

So with the phone being returned from the third / fourth repair if you include the screen Vodafone damaged and still displaying the same faults Vodafone offered and have now delivered a replacement handset. In addition they initially offered 1 months free line rental (bear in mind the calculation of £404.04 however we finally settled on two.
So a couple of things that really stood out for me at

1. Throughout all of this no Vodafone employee has sought to offer an apology for either the phone faults, the inability to use the phone to make and receive calls, the six days I was without a phone, the failure of all repair attempts – three of them, the failure to have a loan phone available when told there would be, the failure to get me a SIM that fitted a loan phone when it eventually turned up, the fact my phone was damaged by Vodafone, the lack of interest shown by almost all the staff I came into contact with, the false information I was given on multiple occasions, the several wild goose chases I was sent on, the costs incurred and time spent trying to get the phone fixed. In all pretty poor in fact pathetic. I’m actually struggling to think of an occasion where I’ve experienced worse customer service and I can’t.

The only mutterings along the lines of an apology were statements such as the experience could be better, the issues you’ve experienced aren’t ideal that kind of thing. Now in my mind if and when you screw up you should apologise a concept the staff at Vodafone seem to struggle with.

2. Even though Vodafone have replaced the handset (I’d say that indicates they think the fault is unfixable like their HQ techie said) Lee- Vodafone representative was is claiming the replacement is merely a goodwill gesture, Vodafone don’t have to take this course of action and I should be thankful they are replacing the phone. What a joke. Last time I checked I pay you £42 a month for a working phone and network. I think it’s reasonable of me to expect just that don’t you?

3. In addition to replacing the handset I was initially offered a credit of one month’s free line rental as an additional goodwill (not apology). Well thank you for that offer but as I pointed out on the phone my costs (£404.80) were well in excess of the £42 you were offering me. The offer of a two month credit was quite obviously the maximum Vodafone were prepared to offer (I’ve already had £50 apparently dating back to November last year)the offer is well below what the faulty phone has cost me so it is with reluctance that I have accepted this offer.

4. When I declined the offer of one month’s credit which Lee sought to convince me was fair in the circumstances one month I said to Lee that I’d consider nothing less than two. At this point Lee made a very interesting statement in that he’d need to refer the matter to customer services and they’d be in contact. This demonstrated to me that Vodafone viewed my issue and those of others as being that insignificant that they’re not even worthy of being dealt with by the customer services departments. Makes you wonder if they have a customer services department and if they do what they do all day? At what point or with what issues do you actually get referred too them? I guess they’re just too busy dealing with important people with real issues. Or maybe it’s just they’re that overwhelmed with complaints that other departments are being ask to lend a hand with matters that I firmly believe should have been dealt with a dedicated customer services team. So my advice to anyone on the MSE board is o ask Lee to escalate your matter to the customer services department (if of course he will). It may also be worth complaining via the offices of Mark Bond link here as it may get a faster and more satisfactory conclusion. I didn't but the slow fix time can't be any worse than that experienced by myself, can it?http://campaigns.vodafone.co.uk/complaints/


5. I did write to Jeroen Hoencamp the Vodafone UK CEO to complain about the issues I was experiencing, and guess what I never heard anything back. The contact page for Jeroen Heoncamp does say that all comments sent will be read and if they warrant a response you will receive one. I guess ongoing phone issues dating back to November 2013 aren’t of concern. Now I didn’t expect a hand written and delivered communication but something from someone to say we hear you, it sounds like we’ve screwed up but we are on it and will get this sorted for you ASAP would have gone a long way, or even if you'd just referred to the appropriate department. To totally ignore my complaint says it all really and demonstrates the total lack of respect many of your staff have for those that ultimately pay your wages starts at the very top.

What I will tell you Mr Hoencamp (please feel free to pass it on Lee) it that your organisations customer service levels are a joke, pretty much non-existent. The customer experience is by far the worst I have ever had the misfortune of experiencing. The number of people I speak to who have problems with their Vodafone contracts astonishes me as do the number of people who tell me they are looking to leave once their contracts are up. My advice without fail is to do so.

There are clear issues with the advice and service offered by your staff yet at no point has your organisation said it will seek to rectify any of them through training or other means. I certainly hope I never have reason to call upon any of your staff again again at least up until my contracts up for renewal and then I will take great pleasure in calling to cancel. Mine may only be 1 complaint but look you have 128 pages of issues here under 1 heading on the MSE forum there are hundreds if not thousands elsewhere on this forum and others not to mention those people that don’t write but of the opinion that they won’t bother renewing their contract.

So anyone looking at renewing or entering into a Vodafone contract do so at your own risk. When things are working fine great but you only have to look at some of the posts amongst the pages here to see how hard it can be to get things fixed when things don’t.

Hi,
Please can you advise how I go about making a high level complaint??
I purchased a new handset with Vodafone to which I also purchased insurance. Having lost the handset I called Vodafone to make a claim and was told I don't have insurance on the phone. Argued my case and the advisor said he would request for the call to be listened to, if the salesman didn't add it, it will be added in and backdated then I can make my claim. This was 4 days ago, I've heard nothing about the progression of the call being listened to and when I call customer service, I get told someone will call me back between 24/48 hrs. Its so frustrating. I just want to make a claim for my lost handset.
Any response would be good as had zilch so far from my tweet, Facebook post or email!!!