Vodafone complaints

Vodafone_company_representative wrote: »

Hi mercman1969,

Could you forward on the email in question to the email address here with WRT135 FAO Heidi in the subject. I don't appear to have received it.

Once I have that, we can look at resolving your issues.

Many thanks,

Heidi
Web Relations Team
Vodafone UK

Heidi,

If you supply me with the data you require i shall send it again but from my work email

Hope to hear from you shortly and this matter can be resolved

Vodafone_company_representative wrote: »

Hi mercman1969,

If you could send a reply to my previous email, I will chase this up for you today.

Hi Holz2112,

I am sorry to hear that you weren't fully informed about the allowance on your price plan when taking the contract.

So that I can help with this, can you drop me an email to the address here with WRT135 FAO Heidi in the subject and include a link to this thread.

Hi Woody's Girl,

If you send me an email via the details above, I can also look into this for you in more detail.

Many thanks,

Heidi
Web Relations Team
Vodafone UK

Heidi, i e-mailed as requested - not received any response yet.....

HI Ads,

When you say "I had never been with vodafone before now, it will never happen again, as it seems they are a law unto themselves," that is exactly how i , like many others feel too.

I was on the search to see if other people are like me with vodafone, wish i did my research before! and by seeing this post, i just had to join the site!


I have a question though (That someone here might be able to answer) i have tried to ask vodafone, but hey,them answering a question direct? or even understand? hmm


Does vodafone have an official complaints procedure?.. i thought all companies must have one?

After being on the phone, i was told the official complaints procedure was to email from their webform online - I thought it was a little strange, i did it anyway - After many emails back and forth, im now told that vodafone dont actually have an offical complaints procedure and i quote " I agree there should be coherent and formal processes in place" - shouldnt there have been already? Am i just getting the run around again?


Ad - also , i too tried to buy out of the contract, i got told 2 different prices -the 2nd price was a great deal higher than the first ( how was that possible, surely it should have been cheaper ? )

Not much point at ALL in reading your so-called "Code of Practice". A complete waste of time. Absolutely MEANINGLESS. No-one in your "organisation" follows it; you ignore formal complaints and customer "service" (code or no code) is completely non-existent.

Rather than have you and your team constantly coming on here and saying "sorry to hear that" WHY doesn't Vodafone actually CARE about the (no doubt) THOUSANDS of its customers who never find their way onto sites like this to air their unending problems publicly???

Really not good enough. GENUINE "sorry" means you stop the basic problem rather than run around plugging holes as a last resort.

I didn't expect to find such a huge thread on complaints! It doesn't sound promising for me...

I joined Vodafone as a business customer on 13th July 2011, received my Samsung Galaxy S2 a couple of days later.

I never received a welcome letter or email so had no account number. This meant I wasn't able to log-in to my on line account to download bills, essential for accounting purposes.

My original handset was faulty from new. The back light would switch to full brightness, stay permanently on and the phone would get really hot. I first thought this was a software fault so tried uninstalling various app's before finally factory restoring the handset. The fault still occurred even after resetting and making no other changes to the software (installing app's or linking to my Google account).

I contacted the call centre on 06/09/11 and a replacement handset was arranged. I was informed that the handset would be a refurbished unit despite the fault being present from new. I queried what a refurbished handset is and was informed that it’s a phone that somebody has decided they didn’t want and had only been briefly used before returned to Vodafone.

I collected this handset from my local DPD depot on 10/09/11. I was very disappointed to find that the back housing of the phone was scuffed and the camera lens scratched. The display is also of much poorer quality than my original handset with vertical banding visible.

I contacted the call centre for a second time on 12/09/11 and expressed my disappointment with the refurbished handset. I was informed a second replacement would be arranged and to expect within the next week. I was not given a precise delivery date as before.

I contacted the call centre for a third time on 16/09/11 to chase this replacement as I had not received any replacement. I was informed that the replacement order had not been processed correctly so if I hadn’t chased a replacement would of never been sent. The replacement handset was re-arranged for delivery on 19/09/11.

I write this on 20/09/11. I am still yet to receive a handset.

I am really at a loss what to do? I think I am being more than reasonable to expect a replacement handset in the same condition as the one I returned (essentially brand new, I bought the official Samsung case for my handset so mine was immaculate) and to have this replacement within a few days. It's now been 2 weeks since my original contact.

I haven't contacted Vodafone yet, reading this thread makes me think they will not action a complaint anyway. What would you advise?

Many thanks.