Dealing with imbeciles - pre-empting vodafone rip-off?

myopicmidget

Any advice greatly welcolmed on dealing with Vodafone...the story so far.

• 2 weeks ago - due for an upgrade & wanted the new Satio. Phoned upgrades dept & helpful lady offered 12mth contract & phone foc, but as phone wasn't in stock yet told to phone back in 10 days. Got her name & the date she was back in work so that I could speak to her again to make sure I got the same/similar deal.
• Called back 10 days later, spoke to other rep - absolutely, categorically denied I could ever have been given such an offer, didn't even bother to see what he could do & gave me PAC number.
• Pee'd off so phoned back & spoke to a manager. Again, denied that such an offer was possible, but as a 'good will gesture' would honour that offer, so I renewed my contract after being very clear about the Ts&Cs.
• Told that I have 7 days to return phone, starting from receipt of phone. Anxious - given previous experience - that I would have written confirmation of my contract. Told phone would arrive in 24 hours but contract could take 5 days (possibly more with postal strikes). Advised to check bill online to ensure tariff etc was correct in order that I could make any changes or cancel within the 7 days, as online billing updated immediately...apparently.
• Later same day, disconnection dept called to say by Ts&Cs I was offered weren't good, so they were doubling number of minutes & texts, for same price & still on 12 mth contract - great!
• Today (2 days later) - checked tariff online & it's completely different from what I agreed & an 18 month contract.
• Phoned 'Customer returns management' - advised it actually takes up to 2 weeks for online billing to be updated. As contract had been sent, he refused to confirm anything in writing via email, nor could he see the letter to check what was in it. He did however insist that it was a 12 month contract, but on an 18 month tariff. Refused to put me through to a manager.
• But he did inform me of the various extra services I'd been signed up to without consent or being informed (also not shown on online billing!). Swiftly cancelled.
• In order to get some written communication, I have contacted CR via web form - response promised within FIVE days.

So I have a new phone that if I want to return has to be done in next 5 days. I have no written confirmation of my contract, tariff, Ts&Cs & not likely to get any within next 5 days. Different stories from every different person I speak to at Vodafone. Any suggestions? Am considering sitting on shop doorstep for next 5 days as next step.

myopicmidget

Quick update - despite being told they couldn't confirm anything via email, I have had an email back from my web form!! Amazing what they can actually do when pressed! And again it's different - my tarriff is now £10 cheaper. It's in writing now...

mobilejunkie

Beware taking ANY deals offered by this organisation over the phone - they have consistently promised deals quite different from those people sign up to (search the Vodafone threads on here). Return the phone and start again, not fdoing anything until you have written confirmation of the deal you have been promised. There are reps on these threads running around dealing with a continuous and increasing number of customers who get absolutely NO-WHERE through "proper/normal" channels - but don't wait for them until it's too late to return the phone and cancel. Also don't believe ANYTHING they tell you over the phone UNTIL you have it in writing.

mobilejunkie

Ah. Then you have been saved by the bell - but it may serve as a warning to others. The so-called customer services of this organisation is (at best) appalling and they simply cannot be trusted.

myopicmidget

Oh I am under no illusions that this is solved yet...you just know that the written contract will arrive with something completely different & they'll carry on charging me something else again. And so the fun goes on! I just have a little more ammunition is all...sad but true.

mobilejunkie

Just read the email VERY carefully and ensure that it includes precisely everything that you are expecting; the 12/18 month ploy is very typical of their practices and the cheaper amount usually goes with a LONGER contract!

myopicmidget

Hmmm, good point - they say & I quote "your commitment period is of 12 months". Not being up on the Vodafone make-it-up-as-we-go-along lingo, I dare say that's not a water-tight confirmation of a 12mth contract & they could wriggle out of it some how!

mobilejunkie

I would have thought you'd be ok with that wording, in fact. It pays to wacth every step with this "organisation" though - as you have found along with many others.

DarkConvict

Also ensure there are no limited time deals on the account, vodafone are known to issue 18 month contracts were the last few months are actually double the cost as the 1/2 deal is only for 9-16 months.

You do need it all in writing.

Vodafone

myopicmidget wrote: »

Oh I am under no illusions that this is solved yet...you just know that the written contract will arrive with something completely different & they'll carry on charging me something else again. And so the fun goes on! I just have a little more ammunition is all...sad but true.

Good afternoon myopicmidget

It sounds like you have had a nightmare upgrading to the Satio.

I would like to look into this for you. [FONT=&quot]Please feel free to contact us including a link to this thread and your username. Please also include WRT135 in the subject field so that the email routes directly to me and I will contact you as soon as possible.

Ian
Web Relations Team
Vodafone UK
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