I want to AGREE the new VODAFONE contract offered, but getting nowhere !!!

jasper2004

Following PAC request i had a phone call on the Thursday 2nd July from whom i believe to be Chris (i also have a surname) of Vodafone Outbound department.

We discussed why i wanted to leave & he offered to search a competitive contract to tempt me to stay. To his credit Chris listened to my issue, was helpful, polite & understood what i was after. After a little time on hold whilst he checked with his manager he came back with an acceptable offer. I verbally accepted the offer, gave my email address & Chris agreed to email me confirmation of the contract.
Unfortunately towards the end of the conversation i got cut off. I tried to call back at the time, but i was told that there is no way of me being able to contact Chris as he doesn't accept incoming calls.

I have since spoken to Vodafone Customer services on 4 seperate occasions, all of whom say they are not able to do this contract price that Chris has offered & that i will need to speak with him, but they are not able to tranfer me as he doesn't take incoming calls. They apparantly emailed Chris on each occasion requesting a call.

Unfortunately i still await a call back from Chris.

I really dont know where do i go from here ??? .... Seems crazy for me to have the hassle (though not a great deal i agree) & Vodafone to lose a customer when both parties are happy with the contract offered. In all the years (15 or so) i have been with Vodafone i've never experienced a problem re-newing my contract.

A very frustrated long term Vodafone customer with less than 22 days left on my contract before i'll have no choice, but to move my custom elsewhere.

Any response from Vodafone or general advice would be greatly appreciated.

fsrandom

Just out of curiousity, what was the deal you were offered?

Vodafone

Hi Jasper2004

I've responded to this for you on this thread. :wave:

Cheers

:cool:

Kirsty
Web Relations Team
Vodafone UK

jasper2004

Vodafone_company_representative wrote: »

Hi Jasper2004

I've responded to this for you on this thread. :wave:

Cheers

:cool:

Kirsty
Web Relations Team
Vodafone UK

Thankyou :j

jasper2004

On a thread where i have also posted my frustrations & dismay of dealing with Vodafone, i think its only fair to also bring to people's attention when "GOOD" customer service is offered.
So thankyou to Kirsty (in the first instance) & Lee from the Web Care Relations team for

a) - Investigating my issue when they said they would.

b) - Keeping me up to date as to how they were progressing.

c) - Returning telephone calls when promised.

d) - Coming to an agreed conclusion.

e) - Confirming contract agreed by email



Dealing with you was a breath of fresh air
Many thanks

matt1987

jasper2004 wrote: »

On a thread where i have also posted my frustrations & dismay of dealing with Vodafone, i think its only fair to also bring to people's attention when "GOOD" customer service is offered.
So thankyou to Kirsty (in the first instance) & Lee from the Web Care Relations team for

a) - Investigating my issue when they said they would.

b) - Keeping me up to date as to how they were progressing.

c) - Returning telephone calls when promised.

d) - Coming to an agreed conclusion.

e) - Confirming contract agreed by email



Dealing with you was a breath of fresh air
Many thanks

I thought you would get it sorted with the web relations team. They are a fantastic bunch who a very customer focused, and will do all they can to help.

Funnily enough, I am actually awaiting a promised phone call from Matt in the web relations e-forum team. He was meant to call today after a conversation with him on friday about putting a 5th line on my account, but he couldnt do it as his system had crashed!

So, if your reading Matt.... I am awaiting your call! :j

Limbert

After giving notice on my contract customer retentions contacted me and offered what seemed to be a great deal.
"Surprise surprise" when I got my bill it was a pack of lies just to get me to stay, almost double the price I was offered.
After complaining, Voda-con-fone are saying there is no note on my records of this deal, oh what a surprise.
Well thankfully I recorded the conversation as I dont trust anyone and this will be handed to Trading standards, OFTEL and any other institution I can to stop this bad practice.

I really do not see what Voda-con-fone are up to how do they think this will help there business and retention rates by conning people into a deal that they do not want,

If this does not get sorted out ASAP I will cancel my direct debit and offer them the phone back which incedently isnt all that "anyone looking at a Blackberry storm"
and wait for my day in court with my carefully recorded offer they gave me.

If this is not a case of mis selling I dont know what is.


Also I wrote to the CEO but as yet he has not bothered to contact me, I wonder what his board of directors think about it.

matt1987

Limbert wrote: »

After giving notice on my contract customer retentions contacted me and offered what seemed to be a great deal.
"Surprise surprise" when I got my bill it was a pack of lies just to get me to stay, almost double the price I was offered.
After complaining, Voda-con-fone are saying there is no note on my records of this deal, oh what a surprise.
Well thankfully I recorded the conversation as I dont trust anyone and this will be handed to Trading standards, OFTEL and any other institution I can to stop this bad practice.

I really do not see what Voda-con-fone are up to how do they think this will help there business and retention rates by conning people into a deal that they do not want,

If this does not get sorted out ASAP I will cancel my direct debit and offer them the phone back which incedently isnt all that "anyone looking at a Blackberry storm"
and wait for my day in court with my carefully recorded offer they gave me.

If this is not a case of mis selling I dont know what is.


Also I wrote to the CEO but as yet he has not bothered to contact me, I wonder what his board of directors think about it.

I had the same thing happen to me. It was a half price deal, but when I noticed it was full price! Luckily with speaking to the right people, and being kind.. they soon applied the discount. It did take a few days though!!

I had the " There is no note of your account " excuse a fair few times!! I hope you get it sorted!

nickmack

jasper2004 wrote: »

On a thread where i have also posted my frustrations & dismay of dealing with Vodafone, i think its only fair to also bring to people's attention when "GOOD" customer service is offered.
So thankyou to Kirsty (in the first instance) & Lee from the Web Care Relations team

Glad to hear you got it sorted.

Unfortunately with all networks, there seem to be many stories at mobile contract renewal time of offers not quite being as they seem.

More often than not over the past few years I've had problems, so I now routinely record all these conversations. If there's any dispute, I have the transcript to refer to.