extreme poor customer service from vodafone

lethal_2

Hey, Basically I brought a Blackbery storm 2 phone from vodafone on 30 november. I soon realised there were many faults, i.e. phone turned off by it self, sound from phone went, phone calls constantly got cut up, phone would not turn on unless i take the batter out and many many more problems. I backed my phone and then updated my software. This did not work, and in my opinion made it worse, I restored it to the orignal software and rang vodafone as I was within 28days of my contact.

After approximatly an hour on the phone, being tranfered from one department to another, one of the customer advisor agreed that they would send me a replacement new phone which I was happy with. Unfrotunetly, the "systems were down" but she agreed to give me a call back the very next day to sort it out. I asked the lady to make sure they put this on my notes.

As expected from vodafone, the next day I did not get a call. So I rang them up and explained what had happend. They had no record of this :mad:. After another 2 hour conversation the guy eventually said that they would give me a new phone and arranged a "repair". I asked the guy if he would give me a new phone and they said yes, but he said it goes under a repair.

I sent my phone of during the xmas period and was impressed with the speed of it all. I recieved a package of my old phone which was apparently repaired. Despite voda promising a new phone, I was happy that my phone worked and was not going to take further action. However, all they did was update the software.

Been using the phone for 6 days and the faults still occuring. After explaining what happend, rang up last night and the guy said they would send me a new phone today and they would take my old one between hours of 8 and 12. I also asked the guy to write this on my notes, just in case.

Today, I cancel my meeting at 9 just to sort my phone out. No one comes to pick it up, so I ring them up again. They have no record of last night conversation and that they have no stock of my phone so they cannot do anything.

what do I do? any advice would be appreciated?

cally6008

Make sure you get a note of who you are talking to (their name), what department they are in, time of phone call

How about take phone into local Vodafone shop ?

redux

This comment is no help to you, but there's got to be a case for better customer service software that actually saves notes and updates when someone presses the button.

baldelectrician

cally6008 wrote: »

Make sure you get a note of who you are talking to (their name), what department they are in, time of phone call

How about take phone into local Vodafone shop ?

This didn't work with me.
They flatly denied a specific call had happened and I must have been mistaken.
Got them to look up the online billing and the call was there- when I said it was.
The lady told me there were no notes and I was misteken
The call had not been recorded by Vodafone.

The changed their tune when I pointed out my mobile records ALL calls and I could send them a copy if they wished
They agreed to do as they had previously agreed and release me from my contract as the had put up call costs by over 10%

To sum up - info is power. You have to be able to prove what has been agreed by a CSR

lethal_2

so what should I do?

Vodafone

Hi lethal,

It really is disappointing to read about your experience here but rest assured that the Web Relations Team can certainly help you with this.

To get in touch with us with your details could you send us an email using the Contact us form on our website?

To make sure that the email comes into our queue you'll just need to state the code WRT135 in the subject line and to help us to identify where you've contacted us from could you include a link to this thread in the text body of your email?

Many thanks and look forward to hearing from you soon.

Lee

Web Relations Team

Vodafone UK