Vodafone complaints

spirit

so are they offering you a reconditioned unit or a new phone albeit an older model? How long had you had it when it went wrong and you took it to the store?

pieman88

I had an iPhone 3Gs 16GB for 15 months and the replacement one for a week. They offered me an 8GB version, which i said was downgrade whether or not its new. But they have now agreed to give me a straight swap for my model.

How have they done this when they told me twice that it was out of stock?

spirit

some folk don't know where to look to see what's in stock and what isn't I find. Or it could just be a case of [EMAIL="bulls@@t"]bulls@@t[/EMAIL] of course! As long as you stay calm and polite yet firm with them you should eventually get what you want.

pieman88

I think i did well to remain calm, now i'm just frustrated over the whole thing. Especially when the first guy, who didn't get back to me, said he was trying to get the new model for me!

idb0024

Hi all,

I too am having a terrible experience with Vodafone and their CS department! I took out a new contract as a new customer, changed my mind within the stated return and cancellation period, rang them up to have the contract cancelled and phone returned within that period and was told that it would be done within 5 days. It still hasn't been done, i've contacted CS yesterday and they're telling me there's nothing on my account to say that I rang and had the conversation with the online returns team who verbally told me it was accepted.

What's worse is that I got the phone delivered to a vodafone store (and obviously haven't collected it because I changed my mind - so it's still there) yet since my call to cancel it vodafone have just confirmed my direct debit and taken an 'initial' payment out of my account, when I haven't even used the contract or have the phone in my possession! It's truly shocking that the woman in the online returns department obviously didn't carry out the request properly, even though she told me it had been agreed and they would arrange for the phone to be collected from the store in 5 days.

I'm so disappointed with the quality of the service and I just want to get this sorted. This should never have gotten to the stage where I’m writing a post about it and feeling like I’m being passed from pillar to post. Luckily the fact I got the phone sent to the store supports me having changed my mind, seeing as they are claiming my cancellation of contract call hasn't been logged or carried out.

I will be making a formal complaint, because this is wholly unnecessary, as the request should have been carried through as I was led to believe it was going to be and I’m now out of pocket as a result.

Would it be worth contacting their customer relations team?

Many thanks.

mobilejunkie

No. Good luck with the formal complaint - that'll probably be ignored as well. Suggest you look for help with their team on here... though I had similar problems with them after all else had failed - and it's still not definitely sorted - 5they are the ONLY ones who are likely to give a damn. Pity you have to go public before this company does, isn't it??

idb0024

mobilejunkie wrote: »

No. Good luck with the formal complaint - that'll probably be ignored as well. Suggest you look for help with their team on here... though I had similar problems with them after all else had failed - and it's still not definitely sorted - 5they are the ONLY ones who are likely to give a damn. Pity you have to go public before this company does, isn't it??

Thanks and yes, it is a pity. I have a managerial role in a department with customer service functions and this is just terrible that there is no proper CRM or recording of information. Not what you'd really expect for a big corporate company.

I think I will try their team on here, thanks again!

yorkshire_jane

new to this but furious with vodafone! teenage son contract £10, for many months, then £16, then £53 (which we noticed on our bank account) when I contacted them the bill for that month was over £100! He had gone way over on texts (her name is Ruth!) and didn't realise. They offered me £25 discount - not seen yet, and an upgrade to £15 a month to have unlimited texts, also added a £5 limit to the amount he could go over -just in case. I asked why I hadn't been contacted - too many customers to notice! Funny, my bank notices abnormal payments on my card pretty quick and gets in touch. Phoned them again and asked to speak to a supervisor, fobbed off and told they would call me within 48 hours - must be 2 weeks or more now and still no call. I had given up but just seen this months bill - over £30 due to picture messaging and browsing, which he insists he hasn't done. What happened first to my call back but also the £5 limit? I have emailed customer care, but just might try the CEO and directors emails as waiting to contact someone in customer care is like trying to contact the dead! (with about the same results!)
For a big company they are missing the customer service point BIG time! Thanks for the address.

grumbler

Useless CS is hardly a news.
However, you have absolutely no grounds for complaining. Giving a contract phone to an irresponsible 10 y.o. is a big risk and it was your decision to take it. It's your contract and they don't have to know whom you decided to give the phone, let alone monitor the usage. I am surprised that they offered you £25 and you should be grateful for this.

I feel really sorry for the CEO on this occasion.

spirit

yorkshire_jane wrote: »

new to this but furious with vodafone! teenage son contract £10, for many months, then £16, then £53 (which we noticed on our bank account) when I contacted them the bill for that month was over £100! He had gone way over on texts (her name is Ruth!) and didn't realise. They offered me £25 discount - not seen yet, and an upgrade to £15 a month to have unlimited texts, also added a £5 limit to the amount he could go over -just in case. I asked why I hadn't been contacted - too many customers to notice! Funny, my bank notices abnormal payments on my card pretty quick and gets in touch. Phoned them again and asked to speak to a supervisor, fobbed off and told they would call me within 48 hours - must be 2 weeks or more now and still no call. I had given up but just seen this months bill - over £30 due to picture messaging and browsing, which he insists he hasn't done. What happened first to my call back but also the £5 limit? I have emailed customer care, but just might try the CEO and directors emails as waiting to contact someone in customer care is like trying to contact the dead! (with about the same results!)
For a big company they are missing the customer service point BIG time! Thanks for the address.

I don't think that going to the big guns is your best bet on this issue. We customers are responsible for our own usage. I didn't give my kids contract phones at that age, PaYT is sufficent for them since - as you have found. they find it too easy to run up big bills. The person you spoke to is right, they have millions of customers and can't monitor everyone's spend.

Do your utility providers ring you up to say you are using too much gas/electricity etc?

You can check your own bills on line if you go to vodafone.co.uk and sign up to my account, that way you/he can keep a track.

If it was me though, I'd change it to Payt pdq.

And get them to take MMS off (picture messaging)