Vodafone complaints

Discodave

Techhead wrote: »

Until the phone says its charged and no longer. There is a real risk of damage when overcharging a lithium battery, so the phone will stop charging anyway, making a long charge pointless.

its been on for almost 8 hours - I was under the impression, it had to be 16 hours?

cst79

On 1st June I paid my monthly bill online, by debit card, using Vodafone's website. When I checked my bank account the next day, the payment had been taken twice.

I called Vodafone's customer services, who admitted it was a fault with their website and offered me a refund. I was advised it would take 5 - 10 working days to make a BACS payment into my bank account (they couldn't refund my card) Although this seemed a long time for something that wasn't my mistake, I agreed, and waited for the refund.

By 11th June there wasn't anything in my account, so I thought I'd call just to double check when the refund had been/would be processed. I was advised the refund was being processed and I would receive the funds 'in a couple of days'.

This morning there still wasn't anything in my account from Vodafone, and my bank advised nothing was awaiting clearance. I called Vodafone this morning, and was advised there was no way to be put through to that specific department, but that she would email them, and I could call back later today for an update.

I called this afternoon and, to my utter amazement, was advised that the refund hadn't been put through to the relevant department until my call this morning! It turns out the person I spoke to on 2nd June hadn't processed the refund request correctly, and so I will now have to wait ANOTHER 5 - 10 working days for my refund. I said that surely considering none of this is my fault, and I had been incorrectly advised on Saturday that it had been processed, an urgent payment request could be put through today as I was not willing to wait another 5 - 10 working days for what is my money that Vodafone are collecting interest on.
I was advised that was not possible, nobody had the authority to do that, and 'what you must understand madam is that 5 - 10 working days is our service level agreement to you'. I then advised 'what Vodafone must understand' is that I have already waited 5 - 10 working days as per their service level agreement, but their staff's incompetance meant I was now out of pocket, struggling to pay bills, and was not at all happy.

I have been a customer for over 10 years, I work in an accounts department and understand about SLAs, but if a customer of mine hadn't been refunded due to my company's mistake, I would ensure a CHAPS payment is made straight away to rectify the problem, and ensure we retain their business.

I have never been treated so poorly by Vodafone, especially for something that isn't my fault! I asked for any reference details to be texted to me so that I would have them handy for contacting Vodafone again, which I fully intend to do tomorrow, and every day thereafter, but despite agreeing, I didn't receive any information.
I can not believe that with such great competitors out there (my brother has already moved to O2 and he experiences no problems at all) Vodafone don't seem to be willing to 'help' their customers at all!

grumbler

Discodave wrote: »

its been on for almost 8 hours - I was under the impression, it had to be 16 hours?

What's 8 and what's 16? And where have you got this impression?

http://www.xperiax10.net/2010/04/14/improving-your-xperia-x10-battery-life/

Discodave

grumbler wrote: »

What's 8 and what's 16? And where have you got this impression?

http://www.xperiax10.net/2010/04/14/improving-your-xperia-x10-battery-life/

cheers grumbler, will read up on that matey

kazimojo69

My husband has had a contract with Vodaphone for nearly 2 years. I have had an additional phone under the same contract.

In March this year - my husband was considering changing his phone and ordered a Nokia N8 from Vodaphone. He switched it on and tried it - but did not like it. He asked to return it and a courier was arranged to collect it. He did not take a note of tHe IMEI, but was given a receipt (PFU11) by the courier. This was on 30th March.

Since then - Vodaphone have continued to try and charge for the N8 - even though they agree the phone has only been switched on once and we have scanned and emailed through a copy of the receipt.

I spoke to Vodaphone about 3-4 weeks ago (after going through the process of having to get permission from my husband to put me on the account and allow me to speak to them) Our phones had been blocked - but after spending nearly 40 minutes on the phone - the guy agreed to unblock the phones but would continue to look into the missing phone and call us back. We never received a call. Please note we did pay our contract bill - but refused to pay for the phone (N8) which we did not have.

This morning - I went to use my phone (again - my husband had paid the bill on 8th June and we had an email receipt. This was for the contracted 2 phones only) and is was blocked.

I have spent an hour on the phone to Vodaphone this morning trying to sort it out and have become very upset and distressed about this. The reasons being:

1. The Bill has been paid
2. Email copy of the receipt for the N8 has been sent again.
3. They could not speak to me apparently as I wasnt on the account (even though we went through all this 3-4 weeks ago and I should have been on teh account)
4. Every few minutes - they put me on hold and transferred me to someone else - without advising them or me that I was being transferred. So I had to go through all the details again.
5. I asked them several times to make a sense check and unlock my phone as the bill had been paid, they could se I had spoken to someone previously, there were problems with a missing N8.
6. I needed my phone unlocking before leaving for work as I travel round the North West region and last week my son was bullied, beaten up and hospitalised. He is now back at school - but I cannot contact him or school or vice versa and am worried sick.
7. My husband is a driver - and wont be able to take/make calls and wont be home until very late this evening - and they were insistent on speaking to him.

I cannot believe Vodaphone cannot make a diplomatic decision to unlock the phones - even if it was just mine - after seeing all the notes on our files.

I am so worried about my son. I cannot contact my husband as his phone will be locked too.

It is just absolutedly ridiculous. I was in floods of tears on the phone and they didnt seem to care. Just put me through to someone else - only to go through the cycle again.

I know the pass codes and everything on the files - as they could see. I appreciate my husband is the lead account holder - but it should have neen recorded on the file last time that I had authority. Plus the fact no-one contacted us in the first place.

Talk about lack of empathy and understanding - no customer service at all.

I have to wait until about 9-10pm tonight now to be able to speak to them after my huband gets in and no doubt I will then go through to a different country.

Vodafone

Hi cst79 and kazimojo69,

It's really disappointing to read your posts and to see that your issues have not been resolved in the way that you would have liked.

I can assure you this is not how we want our customers to feel and I would like to help get these matters resolved in the hope that it may restore your faith in Vodafone.

So that I can look into your issues personally, can you both drop me an email to the address shown on our profile page here. You will need to put the subject as WRT135 FAO Heidi so that it reaches me personally and please include a link to your post on this thread.

Many thanks,

Heidi
Web Relations Team
Vodafone UK

kazimojo69

Vodafone_company_representative wrote: »

Hi cst79 and kazimojo69,

It's really disappointing to read your posts and to see that your issues have not been resolved in the way that you would have liked.

I can assure you this is not how we want our customers to feel and I would like to help get these matters resolved in the hope that it may restore your faith in Vodafone.

So that I can look into your issues personally, can you both drop me an email to the address shown on our profile page here. You will need to put the subject as WRT135 FAO Heidi so that it reaches me personally and please include a link to your post on this thread.

Many thanks,

Heidi
Web Relations Team
Vodafone UK

Thanks Heidi - I have emailed you

ezme

kazimojo69 wrote: »

Thanks Heidi - I have emailed you

Hi
i was wondering if i get could any advice, i have been with vodafone for over 12 months now and have recieved been a victim of identity theft, my entire months wages were withdrawn which caused all my d/d to bounce etc... i spoke to 191 on vf and they were very helpful, i arranged to pay the amount this month and the new bill which would occur as well, i was advised my money would be refunded by this time. Payday today and its still not sorted and lots of my bills have tried to take double the amount out ( which is not what i had arranged ) but thsi has now left me overdrawn and i am now getting messages from vf advising they have not been able to take payment , there is no way i am going to be able to pay the amount in full, is there any kind of payment plan i could take up maybe ?? there is 2 phones on my account ( both still within the contract) one is hardly used , but they wont let me downgrade the package im on.

DavidAche

Hi
In summary, my wife recently upgrade her phone to a new android smart phone and by doing this signed up to a 24 month contract, after approximately 4-5 months of occasional use the screen on the handset stopped working, the Vodafone shop sent the phone off for repair but it was sent back claiming it was water damaged based on a sticker on the back of the phone that is completely open to the element turning red. The letter from the Vodafone repair centre also went on to explained that this could be caused by changes in climate (slightly concerning as I’d expect a phone to be able handle such an event as a foggy or humid day). For this reason the phones warranty was deemed as void and she was informed there was nothing else she could do other than buy a new phone at market value. I took the phone to a local repair centre who opened the phone and showed me internal sensors that had not been triggered and advised that the internals of the phone are unlikely to actually be water damaged. They also photographed the phone so that I could provide this to Vodafone. Although I am sure everyone who has dropped their phone down the loo claims otherwise, both my wife and I are sure that the phone has not been in direct contact with water.
I put together a detailed complaint email to customer.care@help.vodafone.co.uk detailing the situation from start to finish along with my wifes account details and including the photos and asked what they intended to do about the situation.
The response I received bore no relevance and in no way answered any of the questions that I had sent in my first email. It simply asked for my account details and explained that they would then provide a returns bag for me to send the phone back to the repair centre.
I emailed them the requested account info again and asked for clarification that they were aware that the phone had already been sent for repair and rejected and I didn’t want the same thing to happen again. (I included the original detailed email for their reference including the photo’s)
Today I have received an email from customer care explaining that they have looked at the account and note that the phone has already been determined as water damaged. (which must have come as a shock to them given that I had clearly mentioned it in both my emails). For this reason there was nothing that could be done other than, in their own words “What I would suggest you is to get your handset repair at some other place” (omitting to reference the fact that none of the internal water sensors had been triggered or give reason why the warranty would still be considered void). they then go on to end the email with the following line. “I hope the above information is helpful”. Well funnily enough “NO”, it’s not helpful!!!!!
So what can I do about it, probably nothing other than rant on to all my friends, colleagues and neighbours!!! However I had intended on moving my Orange contract to Vodafone as the Vodafone signal is slightly better in my area but out of principle (not that a multi-national company would really care!) I intend re-new my contract with Orange and cancel my 3G contract with Vodafone (which is way out of contract terms) as soon as possible.


Yours
Another unsatisfied customer.

Vodafone

Hi ezme and DavidAche,

I am sorry to hear about your recent issues and I am more than happy to look into these for you personally.

Can you both drop me an email to the address shown on our profile page here with WRT135 FAO Heidi in the subject and a link to this thread.

That way, I can look into your cases individually and hopefully get these matters resolved.

Kind regards,

Heidi
Web Relations Team
Vodafone UK