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VODAFONE - Aaargh
foolsgold99
Posts: 413 Forumite
I don't think that I am the only one to have trouble with Vodafone. Their customer servive is appauling. Could a mod perhaps sticky this so that everyone can post their experience with them here. Very hard if not impossible to actually speak with someone with authority at Vodafone. Maybe if customers concentrate their poor experience here we can direct them here and let them see it.
Here's my experience so far;
My contract was due up in April and I decided to shop around for a new one. On Friday 24th April I was contacted by Vodafone to ask if I would consider staying with them. I eventually agreed despite being offered not that great a deal. However, I thought that it would be less hassle to stay with Vodafone.
The advisor said that my new handset would be delivered on Monday 27th April. I informed them at that time that I had recently moved address and gave them the new details. I asked them to ensure that this would be updated and that the phone would be delivered to the correct address. They assured me that it would.
Monday 27th April: Took the day off work and waited all day for phone to arrive with no success. Telephoned Vodafone only to find that my new address hadn't been updated on the system and that my phone had been sent to old address. Told that this would be rectified straight away and that it would be delivered to my correct address on Tuesday 28th April.
Tuesday 28th April: Took the day off work and waited all day for phone to arrive with no success.
Recontacted vodafone customer service. Told that they would organise phone being sent to new address for Wednesday 29th April.
Wednesday 29th April: Took the day off work and waited all day for phone to arrive with no success.
Recontacted Vodafone customer services. Told that phone is still sitting at courier's depot. However, the assistant said that he could get the phone sent back to warehouse and that I could go into any vodafone shop to pick up the phone there that night. Asked for a password so that staff at shop could verify the collection. My wife then drove a 60 mile round trip to the nearest Vodafone store only to be told that they do not do that and that there were no notes on the account. The advisor on the phone had lied just to get me off the phone. He also said that he would credit 3 months line rental to my account as compensation. Another lie as there were no notes or adjustments on the account.
Thursday 30th April: Recontacted Vodafone customer service and informed them. Advisor said that the correct address had been updated and that the phone would be delivered to new address Friday 1st May. Also said that they had never heard of being able to pick the phone up at a store.
Assured that it would be delivered on Friday.
Friday 1st May: Took the day off work and waited all day for phone to arrive with no success. Recontacted customer service and explained my situation. Very unhelpful and unsympathetic advisor. Told me that courier attempted to redelivered phone to OLD address, despite all the previous correspondence. Told me that phone would now be delivered on Tuesday 5th May. I asked to speak to a manager to try and explain why I wasn't happy and was told that there were none available. I know that this is what is often told in call centres through experience. I said that I would hold the line until one was free no matter how long it took. I then asked to be put through to the cancellations department as I wanted to cancel the new contract. He said that I could not cancel it despite it only being 7 days since I renewed. Told me I would have to pay for the full contract. I am under the impression that I legally have 14 days from the start of a new contract to cancel?? Another lie from vodafone.
Tuesday 5th May: Took the day off work and waited all day for phone to arrive with no success. Posted a similar post to this on the Vodafone website. Immediately recieved e-mail to say that my post had been removed and that someone would be in touch to help me. No reply that day
Wednesday 6th: Still without new phone. No one has contacted me from Vodafone.
I am so frustrated and disappointed with the way I have been treated. I feel that I have been undervalued and deliberately misled. .
I have wasted many days waiting at home after being promised that my phone would arrive. A simple task of sending a phone to the correct address should be dealt with better than this. I feel that I have been very patient and I was polite at all times despite the circumstances. At no time did any of the advisors attempt to sympathise with my situation or attempt to compensate for my many lost days from work, hours on the phone and wasted time.
:mad:
Here's my experience so far;
My contract was due up in April and I decided to shop around for a new one. On Friday 24th April I was contacted by Vodafone to ask if I would consider staying with them. I eventually agreed despite being offered not that great a deal. However, I thought that it would be less hassle to stay with Vodafone.
The advisor said that my new handset would be delivered on Monday 27th April. I informed them at that time that I had recently moved address and gave them the new details. I asked them to ensure that this would be updated and that the phone would be delivered to the correct address. They assured me that it would.
Monday 27th April: Took the day off work and waited all day for phone to arrive with no success. Telephoned Vodafone only to find that my new address hadn't been updated on the system and that my phone had been sent to old address. Told that this would be rectified straight away and that it would be delivered to my correct address on Tuesday 28th April.
Tuesday 28th April: Took the day off work and waited all day for phone to arrive with no success.
Recontacted vodafone customer service. Told that they would organise phone being sent to new address for Wednesday 29th April.
Wednesday 29th April: Took the day off work and waited all day for phone to arrive with no success.
Recontacted Vodafone customer services. Told that phone is still sitting at courier's depot. However, the assistant said that he could get the phone sent back to warehouse and that I could go into any vodafone shop to pick up the phone there that night. Asked for a password so that staff at shop could verify the collection. My wife then drove a 60 mile round trip to the nearest Vodafone store only to be told that they do not do that and that there were no notes on the account. The advisor on the phone had lied just to get me off the phone. He also said that he would credit 3 months line rental to my account as compensation. Another lie as there were no notes or adjustments on the account.
Thursday 30th April: Recontacted Vodafone customer service and informed them. Advisor said that the correct address had been updated and that the phone would be delivered to new address Friday 1st May. Also said that they had never heard of being able to pick the phone up at a store.
Assured that it would be delivered on Friday.
Friday 1st May: Took the day off work and waited all day for phone to arrive with no success. Recontacted customer service and explained my situation. Very unhelpful and unsympathetic advisor. Told me that courier attempted to redelivered phone to OLD address, despite all the previous correspondence. Told me that phone would now be delivered on Tuesday 5th May. I asked to speak to a manager to try and explain why I wasn't happy and was told that there were none available. I know that this is what is often told in call centres through experience. I said that I would hold the line until one was free no matter how long it took. I then asked to be put through to the cancellations department as I wanted to cancel the new contract. He said that I could not cancel it despite it only being 7 days since I renewed. Told me I would have to pay for the full contract. I am under the impression that I legally have 14 days from the start of a new contract to cancel?? Another lie from vodafone.
Tuesday 5th May: Took the day off work and waited all day for phone to arrive with no success. Posted a similar post to this on the Vodafone website. Immediately recieved e-mail to say that my post had been removed and that someone would be in touch to help me. No reply that day
Wednesday 6th: Still without new phone. No one has contacted me from Vodafone.
I am so frustrated and disappointed with the way I have been treated. I feel that I have been undervalued and deliberately misled. .
I have wasted many days waiting at home after being promised that my phone would arrive. A simple task of sending a phone to the correct address should be dealt with better than this. I feel that I have been very patient and I was polite at all times despite the circumstances. At no time did any of the advisors attempt to sympathise with my situation or attempt to compensate for my many lost days from work, hours on the phone and wasted time.
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Comments
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I know this is probably a stupid question...but why did you take so many days off work waiting for a phone to arrive? Personally, I would've just preferred to have a card put through the door if they had attempted to deliver it and then collected it rather than wasting my holidays at work...or get someone to wait in for me for it.
Totally understand your frustration though, I'd escalate it to complaints and you have every right to cancel due to Distance Selling Regulations within first 7 or 14 days (not sure which it is).0 -
Only took the days off because they assured me each time that I phone that it would be there the next day. The actual depot is miles away from me and I don't have a car. Thought it would be less hassle. I thought wrong0
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I would send them an email through the vodafone website:
https://help.vodafone.co.uk/system/selfservice.controller?CMD=ESCALATION_REQUEST&CONFIGURATION=1000&PARTITION_ID=1
Its easy and quick.
What mobile was it?
Last time I emailed above, it because i went to get my phone repaired, and was never given a loan mobile. I ended up buying a cheapo £30 PAG mobile. I emailed them and the guy said he would refund me £20. I emailed back asking for a bit more.
All together I have spent over £200 in the first 2 months of my contract, and I am not saving NOTHING lol PAG all the way.
So email them, you might get a nice email from a guy in mumbai.0 -
Didn't they offer you the option to have the phone delivered to your work place? I upgraded about 2 weeks ago and they delivered to my workplace. Ask if they will do that for you so you don't have to keep taking time off.0
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Do you have an existing Vodafone phone and contract??
If so, they should text you when the phone is being delivered so you'll know if to stay home or not!!
Their forum is probably the best place to get it resolved though - or upgrade in a store next time....I know what next time....0 -
Do you have an existing Vodafone phone and contract??
If so, they should text you when the phone is being delivered so you'll know if to stay home or not!!
Their forum is probably the best place to get it resolved though - or upgrade in a store next time....I know what next time....
Lol Well There text service aint all that. I am still waiting for my phone to come back from repairs.(or the text lol)
The forum, Well they will post a message "we are popular at the moment and will get back to you asap" but they can help other people who have posted way later then you :rotfl:
Vodafone has changed!0 -
Yip, it has changed for the worse. They now say that it will be delivered on Monday 11th..... even if it does that'll be almost 2 and a half weeks and many many phone calls and lies later0
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Vodafone are the worst, cancel while you can.
My story is a bit long:
I got the mobile, Box was ripped and the 5800 was out of stock. So they said they would replace the mobile when it came back in stock.
They ignored me.
I then asked them and was told NO!
I then went ok, Forget the guitar pick and the stand.
Then came the time when I accidently dropped my mobile. The screen cracked.
Went to the store, they where just weird.
They do not PROVIDE a loan mobile! (Come on O2 do!)
The phone was sent.
I complained (Told you how) And was promised £20. My account has not been credited and no reply to the email (GREAT!)
I then went today (Got a text after I complained!) and they said they would not fix it because of water damage (Or was it because I complained?) I have never put my mobile even near water! LMAO
My thread on the Eforum was deleted.
Guy gave the phone and walked away.
Now, I told them I would post it back. I have spent over £200 in less then 2 months, £10 on sky Tv (Which I can NOT use!).
I am not going to post it back to them, And I DO NOT care about my credit history or the next year or so with them.
If this how they treat there customers, why should they be in business?
I am an affiliate for them and send them over 50+ applications a month, I am seriously thinking of leaving.0 -
err .... could you re-write your post ... seems garbled???
What have guitar pick & stand got to do with anything???
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