Vodafone complaints

izools

Vodafone_company_representative wrote: »

Hi izools,

It's disappointing to read about the difficulties you've posted about here.

However, please be assured that now that we have your email we'll get this looked into and get back to you as soon as we can.

Kind regards to you all.

Lee

Web Relations Team

Vodafone UK

Thank you for your swift reply in this forum

I look forward to your swift reply to my email, too, containing my PAC and confirmation that my cancellation fee will be waived; in line with your contract.

I will of course return the handset to you if you send a postage paid returns bag along with confirmation of a waived cancellation fee.

Thank you again.

smith123456

Having been a customer of vodafone for near on 10 years, a couple of months back i moved from a sim only 'monthly rolling' contract with vodafone to a 2 year one

Anyway, i tried to access by bills online. It did not work. I could login, but the billing page redirected back to the 'contact us page'. This had gone on for a while.

Relunctently I phoned up, and explained that I needed a copy of my bills either online or in print, for my company accounts. The member of staff did not give their name when i asked for them to repeat it, neither did they give a reference number when asked. The first call went on for an hour and a half, he was polite, as was I.

I asked for a copy of my bills for the past 12 months, to which I was told this would cost £1.50 per bill, which I wasn't prepared to pay.By the end of the call, he had deleted my online account, and talked me through creating a new one. It returned an error message after it was completed, and he said it should work within 24 hours and he would phone back the next day to check. It didnt, and he didn't.

A number of days later I phoned back again, this time asking to speak to complaints department. I was asked to hold the line transfered to another person in the same department (customer services, not complaints) This call lasted an hour, by the end of which I was told my online account was closed, so that future bills would be posted (free of charge). Also that copies of monthly bills for the past 12 months would be posted and should arrive within the next coupl eof working days (not itemised - which would be chargeable)
A week later, still no bills arrived. I phoned back and asked to speak to complaints department. After being pasted between 4 people in the same department, each saying they where transfering me to complaints, I asked for a copy of Vodafones complaints procedure and a copy of my contract to be posted out to me. My question was avoided, very rudely. Rather than be rude, I hung up. Phoned back again and asked the same question on two further phone calls. On the 3rd I was told a copy of my contract would be sent out, and a complaints form which i could fill in and return.

I am yet to receive any of these, and yet to see a single copy of a bill from vodafone. I want paper bills, I do not expect to be charged, especially considering the fuss, inconveinience, appalling customer services and frankly rude staff. (probably encouraged to perform better using the tazer shock method) Further more, I expect a copy of the past 12 months of bills, on paper, for the past 12 months, as previously promised (or blagged as the case would seem)

izools

smith123456, send a formal written complaint outlining what you've stated above.

The letter should be split in three:

What has gone wrong.

What you have done in an attempt to resolve the problem(s).

What you want Vodafail to do to fix the problem.


They have eight weeks to fulfill your requests after which you can involve the ombudsman, OTELO.

A useful act to remember is the Supply of Goods and Services act, where S.13 stipulates that the service must be delivered with care and skill. Your example proves that it hasn't been.

mobilejunkie

Formal complaints are ignored - like just about everything else. Send the usual email via their website with the WRT135 in the heading so it gets to the internet team who actually do usually do what they say they will. Alternatively, I recently discovered that if you can find out which customer service cetnre deals with your account and manage to speak with them they may be rather different to the usual rubbish we all have to put up with - unless I just got lucky recently.

izools

Yes but at least a formal complaint starts the eight week ticker on referring the matter to OTELO

villastar

I am in the midst of a prolonged and completely unrewarding exchange of emails with Vf 'Customer Service'.
I have been a customer for at least 10 years and previously had problems seeing my call breakdown online. So Vf offered me a monthly paper bill at no cost. Great!
But inexplicably they stopped supplying this about a year ago.
I am now having major problems, which began when I saw that Vf reckoned my bill was running upwards of £75 last month. I told them I was querying it, and told them not to take the payment through the direct debit system. Guess what? They took it anyway and so far they have chosen still not to provide details of my calls.
Lost my rag a bit, and told them I would not be extending my contract beyond its end date in November. So then they told me I would have to pay an 'ETF' charge. (What is that?) Can it be that I have to pay some penalty when my contract expires?
I have been a faithful customer for so long, but now I have had enough. They owe me money, they want me to pay more if I don't extend my contract, they will not supply call breakdowns.
Why would I want to stay with this company??

Regards

Villastar

mobilejunkie

Early Termination Charge - except that's not what you've said you will do.

baldelectrician

You only need to pay an ETF if you leave early- you have told them you will be leaving at the end of the contract

You are entitled to an itemisation and should ask for this - be detailed and persistant

They may have taken the DD in error- look back at previous pages or look up direct debit gurantee.
If you have disputed the bill they should not have taken it

emmatherose1976

I got a new mobile phone in December covered by a 2 year warranty with Vodafone. The bottom has started to come away. In the Vodafone shop I was told that it was a known fault with the model that I have and that they would send it away to be fixed.

When I went back a couple of days later to get it sent off I was told that it was a 'known fault' and that they 'may' fix it as it is still under warranty. To be honest I thought the girl was just saying that to cover them, I never thought they would actually refuse to repair a 'known fault'. She had even put 'It's a known fault' on the slip that she gave me when I handed the phone over!

I received a call earlier this week to say that they would only fix it at the Vodafone repair shop if I paid £100 as the bottom was damaged (that was the whole reason I sent it away because of the fault at the bottom). I told them that I wanted it fixed as it is a 'known fault' and was told someone would call me back. The part that needs replacing is less than a tenner and only requires the removal of two screws, but if I didn't it myself I would invalidate the warranty, for all the good it is.

I assumed no news was good news, then today got a call from the same person saying they would not fix it under the warranty as the phone was damaged. Yes, brain of Britain, that's why I took it in for repair!

I spoke to Consumer Direct today who said that under the Supply of Goods and Services Act 1982 I am entitled to a repair, they suggested that I go into the Vodafone shop again and let them know this and if I had any problems to send a letter to them recorded delivery and they told me exactly what I needed to put in it.

I went into the shop this evening to try and sort this out. The girl I spoke to was not a lot of help, but I know they're limited with what they can say. She did say I would have to speak to customer services as it was nothing to do with them, what utter rubbish as they were the shop that sold me the phone. (They stung me last year with that one when I broke my phone and needed to claim on my insurance they had put the wrong IMEI number on the paperwork and I couldn't get anyone to take responsibility and change it for me, it took weeks) She asked me who told me that it was a known fault and I told her that it was the girl in the shop only after she tried to make out that I was the one that said it even though she wasn't there and told me that it wasn't a known fault at all! Not my problem love it's in writing.

The upshot is that she is supposed to be calling me back tomorrow or Monday after speaking to the repair shop, but I'm not holding out much hope. Known fault or not, the phone was checked over in the shop and there were no marks on it which would explain the fault.

Appalling, appalling, appalling service. I will not be renewing my contract when this one is up.

Has anyone else had issues with their repair centre? I'm thinking that they're just trying to dodge their resposibilites.

chapmanlg

I have now had to email your Vodafone customer services team on 22 seperate occasions to try and get to the bottom of why Vodafone are offering me such a poor level of customer service.
I have been promised on five seperate occasions for a customer service representitive to call me back to discuss my complaint but on each occasions no one calls me back. When I telephone Vodafone customer service and ask to speak with a line manager, I am either told one is not available or the call gets dumped.

I would therefore be grateful if you can let me have the correpondensce address of the director of customer services for UK customers, or someone esle at Vodafone who actually botheres to take customersevice issues seriously.