Vodafone - appalling service - how to escalate?

gorvid

To cut a long story short - I took my mobile phone to a Vodafone store to be repaired under the insurance I have, this was on 4th Jan.

I was given a courtesy phone until 11th Jan and told my phone would come back between 4th and 11th Jan.

I attempted to return the phone on 11th Jan and was told my handset was not there - they could not tell me where it was but told me it would probably come straight to me, and that I might as well keep the courtesty phone.

That afternoon I called Vodafone customer services, they told me they had no idea where my phone was - and my account did not show up where it was now - but it did show that the repair team had had it, at some point.

They told me I needed a code from the store - I asked them to please contact the store as it is difficult for me to get there. They told me they could not get through and that they had left a message - and I would be called asap.

A few days later I signed up on their eforum and recounted my story - and that I had not been contacted and that I could not get through to the store.

I sent them my details and they got back to me via email and said they were onto it.

Another few days passed, and nothing had happened - so I posted that on their forum... my posts were instantly deleted "for my own protection" and I received ANOTHER email asking for all my account details so they could sort it out. Which I duly sent.

Irritated at having the feedback I felt a right to share deleted - I reposted it in a separate thread asking if it was policy to censor the negative feedback, even when it was true. This was also deleted.

It is now 10 days since they were supposed to call me and 24 days since I sent my phone for repair.

Today I get an email from Vodafone saying they will terminate my courtesy phone in 48 hours, and that to talk about it > I SHOULD CONTACT THE STORE!

I've phoned them approx 20 times with no answer and have been waiting on them nearly 2 weeks.

I got an email from a different customer services person a few days ago saying that they were so appalled that they have credited me a months line rental, and that they will raise it at a senior level if I don't get the call etc etc.

Now that is 3 days ago and I have emailed them three further times with no response.

I am at a loss as to what to do - and can't get to the store.

I want to escalate this - and ideally leave this company because it is driving me insane.

Advice welcome.

AllyeB

gorvid wrote: »

To cut a long story short - I took my mobile phone to a Vodafone store to be repaired under the insurance I have, this was on 4th Jan.

I was given a courtesy phone until 11th Jan and told my phone would come back between 4th and 11th Jan.

I attempted to return the phone on 11th Jan and was told my handset was not there - they could not tell me where it was but told me it would probably come straight to me, and that I might as well keep the courtesty phone.

That afternoon I called Vodafone customer services, they told me they had no idea where my phone was - and my account did not show up where it was now - but it did show that the repair team had had it, at some point.

They told me I needed a code from the store - I asked them to please contact the store as it is difficult for me to get there. They told me they could not get through and that they had left a message - and I would be called asap.

A few days later I signed up on their eforum and recounted my story - and that I had not been contacted and that I could not get through to the store.

I sent them my details and they got back to me via email and said they were onto it.

Another few days passed, and nothing had happened - so I posted that on their forum... my posts were instantly deleted "for my own protection" and I received ANOTHER email asking for all my account details so they could sort it out. Which I duly sent.

Irritated at having the feedback I felt a right to share deleted - I reposted it in a separate thread asking if it was policy to censor the negative feedback, even when it was true. This was also deleted.

It is now 10 days since they were supposed to call me and 24 days since I sent my phone for repair.

Today I get an email from Vodafone saying they will terminate my courtesy phone in 48 hours, and that to talk about it > I SHOULD CONTACT THE STORE!

I've phoned them approx 20 times with no answer and have been waiting on them nearly 2 weeks.

I got an email from a different customer services person a few days ago saying that they were so appalled that they have credited me a months line rental, and that they will raise it at a senior level if I don't get the call etc etc.

Now that is 3 days ago and I have emailed them three further times with no response.

I am at a loss as to what to do - and can't get to the store.

I want to escalate this - and ideally leave this company because it is driving me insane.

Advice welcome.

You have my sympathy - read my post re Vodafone - someone suggested to me that you write a recorded delivery letter to the CEO

gorvid

I did read your post, seems like typical slackness on their part all round.

I emailed their CEO tonight, no idea what good it will do - it's impossible to talk to Vodafone though as every single person you speak to or email simply waivers all responsibility to someone else in the organisation and claims that it is impossible for them to communicate with them.

Oddly, they are very good and very organised at taking money from me.

gorvid

Can anyone advise:

I got a call from Vodafone today saying that because I have waited so long for the handset to be replaced by the store, that they will just send me one out.....

BUT

They do not have the Storm or Storm2 (my handset) due to stock issues, so would I like to pick any other new one instead?

Now this seems like a good offer, but doesn't this also go against the contract I have with them?

Could I cancel and walk away from this contract without penalty - as it seems they are not in a position to fulfill it?

jclegs

Handset issues are separate from the airtime contract I'm afraid. You will have no grounds to cancel.

gorvid

I would have thought the failure to respond as requested (and guaranteed) would have been grounds under their "fundamental action within 7 days clause" ?

Not to mention the fact that I have been without the service for over three weeks (no internet on their courtesy phone) as a result of their error.

I think their offer is good, but as you can imagine... my trust is diminished.