Another Vodafone rant!

pinkhibiscus

Why is the Vodafone customer service so bad?
In an attempt to upgrade my phone and renew my contract I telephoned on 28th July. I spoke with Jennifer and agreed to a new 12-month contract and a new handset. All seemed fine until 01/08/09 when I received a letter from Vodafone confirming my new 18month contract!
Dismayed, I telephoned again, I spoke to Andrew, quite a rude person, who insinuated that I was falsifying information about this agreement with Jennifer. Why would I? Apparently, the handset I asked for could not be provided on a 12 month contract. I said I would be happy to return the handset but definitely did not want an 18 month contract, I had stated this quite clearly in the 28/07 discussion. It seems this Jennifer person did something completely different to what I agreed to. This is down right lying!

Now I have the inconvenience of having to wait for a courier to pick up the handset (I am expected to keep a day free as they cannot give me a time for collection, as if I have nothing better to do).
Then there is this contract that has been started without my agreement and so must be fraudulent. I will be emailing the CEO but have no real hopes of a response. I am just fed up. I would like to have a transcript of the 28/07 call to prove my point, but of course I am being told that “not all calls are recorded”.
It seems Vodafone have no interest in retaining my custom. Their call centre staff are rude and disingenuous.

Kev09

pinkhibiscus wrote: »

Why is the Vodafone customer service so bad?
In an attempt to upgrade my phone and renew my contract I telephoned on 28th July. I spoke with Jennifer and agreed to a new 12-month contract and a new handset. All seemed fine until 01/08/09 when I received a letter from Vodafone confirming my new 18month contract!
Dismayed, I telephoned again, I spoke to Andrew, quite a rude person, who insinuated that I was falsifying information about this agreement with Jennifer. Why would I? Apparently, the handset I asked for could not be provided on a 12 month contract. I said I would be happy to return the handset but definitely did not want an 18 month contract, I had stated this quite clearly in the 28/07 discussion. It seems this Jennifer person did something completely different to what I agreed to. This is down right lying!

Now I have the inconvenience of having to wait for a courier to pick up the handset (I am expected to keep a day free as they cannot give me a time for collection, as if I have nothing better to do).
Then there is this contract that has been started without my agreement and so must be fraudulent. I will be emailing the CEO but have no real hopes of a response. I am just fed up. I would like to have a transcript of the 28/07 call to prove my point, but of course I am being told that “not all calls are recorded”.
It seems Vodafone have no interest in retaining my custom. Their call centre staff are rude and disingenuous.

Does not surprise me, it is shambles in there, Diseconomies of Scale I believe it is called, the only way to respond is to desert and talk as many people as you know into leaving as well.

mobilejunkie

I agree. Vodafone is a lost cause.

Buzby

Surely this is no different to any arrangement made on the phone? There will be areas where the understanding is either misrepresented or misunderstood. If you have to deal on the phone, RECORD the conversation for YOUR protection.

Vodafone

Hi pinkhibiscus,

It's a shame to read about your recent experience here.

If it's not too late I'd like to take a closer look at this to see what can be done to get this sorted out.

Should you wish to take me up on my offer of help then just email your details to us using the 'Contact us' form on the Vodafone website and within the body of the email provide us with a link to this thread and state the code WRT135 to make sure it comes through to us.

Thanks,

Lee

Web Relations Team

Vodafone UK