Cautionary tale - Vodafone

Guys_Dad

I decided last week to move my 30-day sim package on Vodafone to a 12-month one. (Vodafone is my 2nd mobile carrier, my main one being Orange, but Orange reception is non-existent in my home). I only required less than 300 mobile minutes and a £10 per month package saved me £5 per month.

However, I saw that for the same money, O2 had an unlimited land line calls bolt-on, which could come in handy, so I asked Voda to match it or i would move to O2.

The guy I spoke to was a a bit disorganised, so I pressed the record button on my phone to record exactly what I agreed to (Tip number 1). I made sure that I got 300 minutes, unlimited texts and unlimited landline calls and then hung up.

I then received a text message confirming the price, the minutes and the texts but no mention of unlimited land line calls.

Straight away, I rang Voda back and got through to a really switched on guy who looked at the file and was able to confirm that I had indeed got unlimited land line calls added - but only for 9 months! (Tip number 2 - always double check!)

I said i was not happy with that because, apart from it not matching O2, for 9 months I could have been making 500 minutes of land line calls for free and then, in month 10, I would have received a big unexpected bill and how would I have been able to prove what was agreed by then?

Hats off to the Voda rep who said that he would alter the file to give me 12 months unlimited land line calls. I asked if he would confirm that in writing (Tip number 3), and the email was received within a matter of a couple of hours confirming exactly what he and I agreed. I have saved that email for future use, should it be necessary.

So, Vodafone have taken a good few knocks on this site and my experience of the first call may very well have added another rant in 9 months time. My advice to MSE members is to always ask for confirmation in writing, record the call, and go back to them a day or so after you strike a deal, within the 7 day period, just to confirm what is actually on your file.

£note

Good advice and this mirrors exactly what I do routinely whenever I have any dealings with Vodafone.

Sneezy

Isn't that what should happen with all networks? (Three especially!)

Guys_Dad

Sneezy wrote: »

Isn't that what should happen with all networks? (Three especially!)

If it did, then this sub-forum would shrink by 50% ! Regrettably, as various threads show, many MSE members don't and the result is they don't have the contract that they thought they subscribed to. But don't take my word for it, just look down a couple of pages on this forum.