Vodafone complaints

Colum_Sean

I have been a vodafone contract customer for over 8 years now and recently was phoned by their sales team to get a upgrade, I was happy with my contract which was 900 mins, unlimited texts, 500mb and unlimited vodafone to vodafone mins and was offered all this and a htc desire hd and bluetooth headset (I wanted to get as good a deal as I could bargain for) on a 18 month contract for £35 a month - great i thought - I was happy with the deal and happy with vodafone.

A couple of days later my delivery didn't come on time and some of the people I was dealing with cut me off mid conversion and I phone a final time to tell them that I no longer wanted the phone and to please return it as I would not sign for it when it arrived. The vodafone representative that I was talking with offered me 3 months free line rental and in general seemed nice.

This month was the first bill I have received since the contract was verbally agreed and I see that I was not given the vodafone to vodafone calls and are charging me £5 a month and furthermore have also not gave me the three months free line rental that was promised and now it is to late to get out of my contract!

Be wary of vodafone offering gifts, they may be hollow and mis leading!

I tried to complain on the phone and they said they would get back to me the next day but I knew they wouldn't so I complained through there online complaints department, they took two days to get back to me and sent me out a detailed list of what they are charging me and said I "must of been confused" about what was agreed and they had no record of the three months being offered to me!

I wrote another email the following day to say that if they would listen back to the conversions they would be able to see that I was not trying to pull a fast one on them. They basically sent a reply basically saying they didn't record conversations and the one's they do is only for training!

I have wrote a email to ofcom to complain but I would appreciate if anybody could help me with anymore knowledge to make a case against vodafone?

Thank you

mohsin_99

Colum_Sean wrote: »

I have been a vodafone contract customer for over 8 years now and recently was phoned by their sales team to get a upgrade, I was happy with my contract which was 900 mins, unlimited texts, 500mb and unlimited vodafone to vodafone mins and was offered all this and a htc desire hd and bluetooth headset (I wanted to get as good a deal as I could bargain for) on a 18 month contract for £35 a month - great i thought - I was happy with the deal and happy with vodafone.

A couple of days later my delivery didn't come on time and some of the people I was dealing with cut me off mid conversion and I phone a final time to tell them that I no longer wanted the phone and to please return it as I would not sign for it when it arrived. The vodafone representative that I was talking with offered me 3 months free line rental and in general seemed nice.

This month was the first bill I have received since the contract was verbally agreed and I see that I was not given the vodafone to vodafone calls and are charging me £5 a month and furthermore have also not gave me the three months free line rental that was promised and now it is to late to get out of my contract!

Be wary of vodafone offering gifts, they may be hollow and mis leading!

I tried to complain on the phone and they said they would get back to me the next day but I knew they wouldn't so I complained through there online complaints department, they took two days to get back to me and sent me out a detailed list of what they are charging me and said I "must of been confused" about what was agreed and they had no record of the three months being offered to me!

I wrote another email the following day to say that if they would listen back to the conversions they would be able to see that I was not trying to pull a fast one on them. They basically sent a reply basically saying they didn't record conversations and the one's they do is only for training!

I have wrote a email to ofcom to complain but I would appreciate if anybody could help me with anymore knowledge to make a case against vodafone?

Thank you

You are right Colum.. That's the problem with vodafone. They tell you something else on phone and when it geto to the bill, it is totally different.

They never calls you back . I request call back from manager and from everyone but no one calls me in 3 weeks.

I recently emailed their CEO and someother big guys telling him the whole story.....They called me today and promised me that they will sort it out on Monday..

If you need these email addresses , let me know and I will email it to you or post it here on forum.

Thanks

mohsin_99

omuman wrote: »

i first had a problem last year. issues with my handset. The handset was replaced with a reconditioned model and guess what? exactly the same fault. i rang customer services and asked to speak to a manager. despite assurances someone would call it took me 3 days and numerous phone calls to speak to someone with a degree of authority and intelligence. Having logged a complaint i still await an answer 7 months later.

Now in May i have been overcharged for 4 months for data charges that i have accrued. Problem is i dont use the phone during the working day as i work in a secure environment. After a number of phone calls a manager "graciously" offered to refund half the money. I had to lodge another formal comlaint and was contacted that day to say that the money has been refunded to my account but not my bank. i was also offered another handset as there may be a problem. I agreed and was told that i would be called on Friday.

It is now Saturday and once again the so called customer service has let the conusumer down. But on the bright side they are consistent in their poor approach to those that pay their wages!!!

has anyone had similar problems?

Hi

It is best to email their CEO . Beleive me they are not gonna call you even if you hold for them for one hour... and if you tell them that you are going to complaint about it, they will terminate the call.

Email their CEO and you will get a good response.. Let me know if you need these email addresses.

thanks

grumbler

mohsin_99 wrote: »

It is best to email their CEO . ...

Email their CEO and you will get a good response.. Let me know if you need these email addresses.

Are you for real? Let's flood the CEO with our pointless e-mails and they will solve everything. Even if you have next to no grounds for complaining like in this case.

CEO has to be the last resort, not the firs/second/third call.

Having said that, their CEO office is pathetic. The job that CEO is supposed to do is to improve/revamp the failed CS, not to do the job that the CS are supposed to do.

Colum_Sean

mohsin_99 wrote: »

You are right Colum.. That's the problem with vodafone. They tell you something else on phone and when it geto to the bill, it is totally different.

They never calls you back . I request call back from manager and from everyone but no one calls me in 3 weeks.

I recently emailed their CEO and someother big guys telling him the whole story.....They called me today and promised me that they will sort it out on Monday..

If you need these email addresses , let me know and I will email it to you or post it here on forum.

Thanks

Could you let me know the email address for them please?

Thank you mohsin_99 .

I would like to have a chat with them if they can help me more than the laughable complaint department, the only thing they cant deal with is complaints?!?!

mohsin_99

Colum_Sean wrote: »

Could you let me know the email address for them please?

Thank you mohsin_99 .

I would like to have a chat with them if they can help me more than the laughable complaint department, the only thing they cant deal with is complaints?!?!

Here is the email address

vittorio.colao@vodafone.com ( CEO)
guy.laurence@vodafone.com ( Director)


And also mention my name . I have just received call from him yesterday and he knows me very well. He is a very nice guy and same as his secretary...... I am sure you problem will be solved in days

mobilejunkie

Colum_Sean wrote: »

Could you let me know the email address for them please?

Thank you mohsin_99 .

I would like to have a chat with them if they can help me more than the laughable complaint department, the only thing they cant deal with is complaints?!?!

I'm not sure about that - but if they can deal with other things I'd never know because once you follow their Code of Complaint and write to them their you'll never hear from them again!

pieman88

I recently broke my phone, claimed on my "cover me" insurance and had my handset replaced. The replacement handset was faulty so i took it back to the shop who said it was not acceptable and sent it away again!

Great no real problems so far...

I get a call from Vodafone and they say the handset is not covered on the manufacturer's warranty but it is covered under my insurance and need to make another claim!

This seemed wrong to me so i called the number i was given and quoted the reference number and explained the situation, the guy said thats silly all replaced handsets are given a new 12 month manufacturer's warranty.

My thoughts exactly.

"I'll explain this to someone who can deal with a replacement and put you through"

Sounds fine to me, must have had wires crossed somewhere.

The new guy says the phone is out of stock and offers alternative handsets. I turn them down as i really liked my original handset. He agreed and said he will try to give me the newer model but isn't authorised to do so, so will have to speak to his manager the next day and call me back in the morning.

The following morning and no phone call. So i call customer services and eventually get put through to insurance again who agreed with me once again and put me through to account management who then said they will call me back later today!

Will this happen?
Should i just call them again?
I have the number of the woman who i spoke to today but didn't catch her name.

spirit

Why are they saying that it's not covered under warranty but under your insurance?

If it's a manufacturer fault then it would be covered. If it is accidental damage by you then this wouldn't be covered by warranty but would be by your insurance.

pieman88

So i called them back and was offered an older model, £10 for my inconvenience and told i can upgrade in 3 months!! I was then refused to be put through to someone else!!

So i tried again and am now going through the process of being bounced around departments being told its an insurance job!!