Contacting Vodafone

malky39

I am trying to contact a certain person at one of vodafones call centres does anyone know of any ways for doing this, i have tried calling 191 and trying to get put through to them but this does not seem to work any help would be appreciated

spirit

Why do you need that particular person malky39? Wouldn't anyone be able to help you?

malky39

spirit wrote: »

Why do you need that particular person malky39? Wouldn't anyone be able to help you?

As every other person want to do the same as the first person i contacted does and i would rather just talk to the first person as they had more of an understanding of the matter.
Is there a way to make sure you get through to a certain call centre, one in a certain part of the country or even one in the country, buy picking certain options on the phone

Jon_01

No, your call gets directed to which ever call centre has capacity.
A lot of staff work on 3 on 3 off shifts. If you have the ext number of the agent who ever you get through to should be able to find them, if they're not logged in they should be able to email them and have them call you when their in next (at least that's the way it worked at Orange when I worked calls...).

spirit

malky39 wrote: »

As every other person want to do the same as the first person i contacted does and i would rather just talk to the first person as they had more of an understanding of the matter.
Is there a way to make sure you get through to a certain call centre, one in a certain part of the country or even one in the country, buy picking certain options on the phone

The simple answer is no there is no way you can ring the person direct and to be honest the guys over there take probably hundreds of calls so wouldn't remember your call.

what is the nature of your query? You should find that the guys there are pretty knowledgeable about most things?

malky39

spirit wrote: »

The simple answer is no there is no way you can ring the person direct and to be honest the guys over there take probably hundreds of calls so wouldn't remember your call.

what is the nature of your query? You should find that the guys there are pretty knowledgeable about most things?

My handset is faulty and has been returned 3 times it was then replaced and this handset is also faulty and has been returned once but needs to be returned again, last tuesday i contacted them to say i wasnt happy and that i want a different make of handset as this is not acceptable, the call handler was really helpfull and sent an escalation email to a manger explaining my situation, as they cannot authorise a replacement only a repair, and i was told i would receive a call from a manager within 72 hours, guess what no call so i called back yesterday and today and all they could do was send another escalation email and an email to the original call handler to get them to call me back. I know things take time but its getting byoned a joke that a phone i have had for 6 months has had to be returned 5 times.
I believe that it it a common fault with SE phones as i have friends who have had these problems aswell

spirit

There was another MSE'er I helped last week who got a lot further by e-mailing them since they have 'back office' staff who just do admin and not calls. they will be able to look at the issue for you. the e-mail address will be at the top of you last invoice.

Try that, but let me know how you get on please?

malky39

thanks i will try that

Chaosx

I have had a very similar experience:

Had my K850i since August and has been back 5 times due to it turning itself off (the third rime it went back it came back as unrepaired as it apparently wasn't in warranty despite teh fact that it was).

Have since then had a new sim card, memory card, battery, charger and handset.

Still having the same problems and have been told by at least 2 Vodafone staff members that this is a common problem on this handset.

Took out insurance, was told that I would get a replacement of a different model and the £25 excess would be waived. However, when I got through to the insurance department I was told my insurance claim was not valid.

I am livid. I may try emailing them (could you recommend an email address to try) but I am also considering cancelling my direct debit as I have been more than patient with Vodafone an d am not getting the service I am paying for.

spirit

hi chaosx

speaking as a MSE'er for a moment, I would agree sony ericssons generally are a heap of xxxx

I wouldn't cancel the DD if I were you (putting my VF hat back on). You will have even more problems and your credit rating will be affected.

Your phone is still under warranty from the manufacturer - as long as it's not customer damage, it will be covered by that.

Again, the e-mail address for your particular dept will be on your invoice.

Chaosx

Thanks for that. I don't want to cancel my DD as I'm sure Vodafone have a better legal team than me but I'm getting so stressed. Vodafone will give me a replacement phone but only of the same model. I have told them I want a different model especially as 2 Vodafone employees told me that this is a common problem on this phone and this is where the sticking point is.
I think that as I have had 5 returns, 2 batteries, 2 sim cards, 2 battery chargers and 2 memory cards in 5 months and am still getting the same problems I have the right to change model.