Vodafone complaints

MrsTinks

Didn't dial 0870 on the mobile dialled it from landline and as I work for my landline provider let's just say it's not a worry (but yes if I had then I would be billed for all 110minutes of waiting time yes...)
The saga btw continues...
After reading small print in my terms and conditions NOWHERE does it say I must hoof round to visit shops to take my broken mobile for repair - the insurance company are saying that it's procedure and it's up to vodafone that it's not in the terms and conditions - they just handle the claim - getting the phone repaired etc is up to Vodafone not them...
Cue call to Vodafone again. Currently in another queue to try and get this sorted - what bugs me is if I'd lied in the first place and said I'd dropped it in a deep well or something they'd have had to send me a new one... but nooooooooooo honest muggins here told them the truth GRRRR
Not that I'd have lied but I'm starting to understand why people do!
Frankly getting to the point where I'd be happier if they'd cancel the remainder of my contract without penalty and/or refund me my insurance payments as obviously it's useless!

I have not come across such lack of customer service in a LONG time I have to admit... I would have normally just shrugged my shoulders and managed to take time off to go to a store and get it dealt with but I'm nearly 39 weeks pregnant for goodness sake! And it DOESN'T state in my contract that I should need to trot into a store to get a loan phone - I've triplechecked and I read a lot of commercial contracts generally so I know what I'm looking for!
And nothing was mentioned in store when I signed on the dotted line and agreed to the insurance and nothing is mentioned on their website about it either... fuming mad at the moment...

CARLINHO

i purchased a samsung tocco ultra from the vodafone store on the 23rd april 2009. i initially only went into the store to browse and look at the offers available as my sisters birthday was coming up on the 2nd May and also she was off to go travelling.

I noticed the Samsung tocco ultra and asked about it and the contracts available for it. the representitve said that it was a great phone and because it was so highly sought after there were limtied numbers remaining. he advised that he had one left in stock in pink which i though was perfect so i agreed to purchase it for my sisters birthday/leaving gift.

The phone and its contents were put in a bag and i went home and put it in a cupboard away from my sisters prying eyes.

On the 2nd May i presented my sister with her gift and she was quite overwhlemed as she had a nokia 6120 for a while and it was getting very old and tattered. the reason i chose the tocco was because of its ability to take great pictures and also that it played video well as advised by the salesman.

however, my jaw dropped onto the ground when i opened the box with my sister to find numerous finger print marks on the handset AND a chip on the handset face. i was not best pleased so marched over to the vodafone store to demand an explanation and an exchange i was met with this respionse...

"sorry we don't do exchanges" i was shocked at this so i then asked for my contract to be cancelled and they said "sorry we dont do cancellations".

I went back to work and scoured the vodafone website where i discovered a PDF terms and conditions document stating that faulty goods were able to be exchanged.

i went back to the store and was told "i dont know why that is still on the internet our policy has changed"

Im now stuck with a used and damaged phone on an 18month contract paying 30 per month. This is the 1st ever contract i have taken out and i must say i wish i never had. i will never again in my life use the vodafone network and i will ensure all my friends and family are aware of how disgusting this network is in terms of service.

i dont know what to do my sister leaves on the 8th to go traveling with no phone...
the only thing i can think of is to sell the phone down at CEX and redeem the exchange price for a used phone of her choice

the little man gets thwarted by the big corporate thugs yet again,

Thank you Vodafone for making my 1st experience with Mobile phone contracts one to remember....for all the wrong reasons. :mad:

MrsTinks

Take a print of the web page saying they should exchange the phone and try the shop again - failing that then call 191 on the handset and explain what has happened to them... Good luck though - I've been trying to get a problem resolved since 11 this morning... back in a queue again...

Jon_01

Go back with a printout, threaten legal action and demand the name and number of their area manager. That should get you somewhere (and do it at lunchtime with a few customers around in the store).

Lu_T

Carlinho - contact your local newspaper. They might have a 'consumer champion' but the newsdesk should at least be interested in this kind of 'customer gets scammed by salesman only after commission' type story.

Really lay it on thick about it being your first ever contract, a gift for your sis, devastating cos you won't be seeing her for X months while she travels etc. I bet a quick call from the newspaper to Voda's PR people would help speed things along.

Also, a call to your local trading standards people would get you some good advice and they may take on the case on your behalf. Think they're called Consumer Direct these days but I've found them very helpful in the past.

Lu_T

Mrs T - you might want to try the same tactic with your local paper. I've always found them very helpful and 'woman goes into labour and can't call ambulance due to VF idiocy' is not the kind of headline they will want!

furrytigerpants

I've been with vodaphone mobile broadband for nearly 2 months - This is a £15month for 3GB. so the first month they over charge me explaining that it was extra line rental - Ok

2nd month - over charge me again by £15 - not a happy bunny

Now my inital gripe was being overcharged - I was told that i had gone over the stated 3GB. I did advised that the usage box states that i used less that 2 & half GB - I have set a restriction on the limit to tell me if i go above this. But after speaking to Rasha she advised me this could be a software problem and would endeavour to ring me back at 5.30pm Tuesday evening and that she finishes shift at 6:00pm.

So 5:50pm still no phone call - now really i should have left it there but i was really annoyed so i used my orange mobile to ring vf (big mistake), as i do not have a landline. I spoke to a lady called Rachel in the Technical Team, and i was told that Rasha is based in Eqypt and could be in a meeting, i advised that this wasn't good enough and wanted somebody to call me back (can i put you on hold) you already know where this is going.

After quering the bill the conversation led onto the usage allowance. Rachel advised me that the box that comes up, to connect to the internet, where you can view your usage, shouldn't be used as it doesn't exist on vf records. Oh ok, so what's the point of setting the restrictions and limits if it doesn't reflect how much usage you use. I asked the best way to view and track my usage and my response was (as i don't have a vf mobile thank god) to either ask someone i know if i could use there vf mobile or ring vf every other day!! Now in my book that is just not good enough. I asked for clarification on that, tap my friends up to use one of their phones or ring vf on my mobile - which i was stressing at this point for somebody to ring me back - to which i was advised that she isn't allowed to ring me back. I couldn't understand why vf would put there name on a connect to internet box and not give their customers the facility to track the usage, without having to ring someone.

Really wasn't happy with the way the conversation was going so asked to speak to a manager. I was eventually put through to Hamish (what a baffoon) I might as well have spoken to my cat. I was told to wait a second - 10 mins past, Hamish came onto the phone and asked what i wanted (omg) are you kidding. So after going through the whole thing again i advised that the best way forward i could see (unless vf could do anything else) was to either send me an old crappy phone out so i could check the sim card in that for my usage or to upgrage me to unlimited mobile broadband for a reasonable cost - otherwise this is going to happen every month.

Hamish asked me to hold for a second - 10 mins again and came back and said that he can offer me 2 options. 1st being to ring vf every other day (so not an option) or to got to a vf store use one of there phones to check my usage - for gods sake are you not listening to me. I advised that these options are ridiculous - Hamish advised that i can go to the internet everyday to check my usage (ah getting somewhere) but the usage is updated every 72 hrs (by which point i possible could have gone over) I asked Hamish who gave him these options to pass to me, because i want to speak to them.

Hamish went very quiet and said he wanted to put me on hold for a second - advised if he puts me on hold for one more second i am going to blow the roof - at least say it might take a couple of minutes or soemthing rather than 1 second, to which Hamish replied well if that makes you feel better (how to get soembody's back even more) put me on hold for another 8 mins (getting better) advised me that could discuss the upgrade as an option and then (guessed it yet) the phone went dead - the absolute dfjhdfjvhdjhdj of a man hung the phone up!!!!!

arrggghh by this point i had been on my mobile for 1h.10m - So a little upset, frustrated and downright hfgsdh off, I rang back - to which i burst into tears to a customer service guy - whio sed if i wanted to cancel the contract it would cost me £110 and that checking the imternet was my only option - but this took another 40m - you can never get a straight answer unless your on hold for at least 20mins, i was offered £10 for the bill as as well whoop whoop (becuase i didnt know how to check my usage) What!!!!!!

So apologies for my rant - my question now at the end of this is can i persue the usage acknowledgment on this as it still really is pants and also can i send my orange phone bill to vf when it comes through for them to reimburse my (on hold costs) or at least pay a percentage towards it.

As i feel after being on hold and not having the option of a landline and stressing that i am on a mobile and asking for a call back and being told no, and becoming increasing worried about my orange phone bill i surely can get something back.

Please please please help - sorry about the rant again

Fat_Cat

Was with Vodafone a few years back and had fine service (well actually didnt need to call CS at all). Am porting from Orange due to no signal at work and was considering moving to O2 or Voda, but after all that i have read no way am i moving to Vodafone! Considering they are meant to be the biggest in the world i really am shocked about some of the things i have read.

Thanks to all for the heads up and hope you get your problems sorted out!

Mrs T - good luck with everything!

Carlinho - wasn't there a 14 day cooling off period in the contract? i know that you are outside of that now, but you weren't when you first when in to complain.

agibsonallan

Hi guys
I have been a Vodafone customer for ten years phone and 2 years mobile broadband over the last 3 months they sent me bills for over £100 per month on there mobile broadband. Now I have had it for two years and found it very temperamental and slow but I never went over the 3 gig allowance. They supplied. the software to monitor your usage and it tells me in march I used 1.5gig and they sent a bill for 9gig I have spent hours on the phone trying to sort this out no luck I could go on and on
I have now stopped both dd for phone and Mobil broadband

So where to now I am using ASDA pay as you go 8 pence a minute any network 4 pence for text and NO contract asda uses Vodafone network so good coverage the Sony Ericson phone was only £4.95 and it all works very well. And I am now in charge. I reconnected to Virgin Broadband £ 15 for 10 gig download speed so can now use BBC I player Its time to show Vodafone the door Take charge of your phone go Asda pay as you go and you can keep your number .

mobilejunkie

And cancel your direct debits to Vodafone so you can ruin your credit record and be chased by debt collectors. I agree Vodafrone are now the pits - but do that at your peril and make things a LOT worse for yourselves!