Vodafone complaints

jasper2004

Vodafone_company_representative wrote: »

Hi jasper2004,

Having checked our email queue I haven't come across yours. Did you follow the instructions in my previous post?

So that I can carry out another search for it could you let me know the email address you sent in from via PM?

Thanks,

Lee

Web Relations Team

Vodafone UK

Hi Lee.

I have sent you a PM with details (apologies for addressing it "Hi Kirsty":embarasse:embarasse ... i meant "Hi Lee")

EdCov

Just a warning on the Vodafone website. I ordered a new deal for my wife (in my name) Sony W595 500 texts 100 minutes 24 month contract £10 a month. £90 quidco = 6.25 a month and a £50 Last minute voucher. Good deal, and Vodafone gets better reception in our house than O2 which she still is on.

So I put through the order entered PAC code, phone arrived, number not transferred. Trying to get a response from customer services is an absolute nightmare. First email to them I think must have been answered by a contact centre in India by someone who could not understand English.

Eventually after having spent over an hour on the phone to them in two separate calls, having to return the phone for a new contract.

Re-ordered noticed this time that when I entered the code for the Last Minute voucher it wiped the PAC code. This was off the top of the screen. That is what must have happened last time. I entered it again but I was not convinced they received it.

So I phoned today to check that they had got my PAC code (having also emailed it just in case.) and this time they cannot transfer the PAC code, fault on their system, however they have stated that this time they will allow a transfer of the number after it has been set up. So I am forced by Vodafone to go through all this hassle for their error, but the operator said they would give me a £10 credit on my bill to cover sending the phone back. When they could have sorted it out for me anyway. However real hassle is I have to do this in the hours of 9-5 when the online team works.

My worry, will I still get my Quidco? My suspicion is that because I am going to have to chase this, the answer to that is going to be no. The manual intervention required will over ride the referral and I will not get the money. If that is the case I will be complaining to vodafone that their error has cost me money.

What really depresses me is that I hold Vodafone shares, so I would like them as a company to prosper, but after having to speak to 7 different people just to be told I had to return my phone because they had messed up does not give me much hope.

mobilejunkie

Perhaps all their shareholders should attempt to find customer service from their company. They will do extremely well to find any.

Quidco should be ok; provided the order number etc. stayed the same and it correctly tracked in the first place. If the re-order was over the phone though it will probably mean a loss of Quidco as the original order number would have been cancelled. When Quidco money is at stake you can deal over the phone after the order as long as the order itself isn't re-done as a brand new transaction. You would need to be sure of that when you take any action over the phone.

Somerset

EdCov wrote: »

My worry, will I still get my Quidco? My suspicion is that because I am going to have to chase this, the answer to that is going to be no. The manual intervention required will over ride the referral and I will not get the money. If that is the case I will be complaining to vodafone that their error has cost me money.

I have the same concern. I took out a new 12 month sim only contract and pac'ed my number over from '3'. It was done via Quidco ( £120 ) and their web form/application specifically has a section asking if you want to transfer an existing number - asking for number & pac code. Sim arrives and subsequently paperwork and I've been allocated a new number. I call Vodafone ( it takes 3 hours - I'm transferred 18 times ! ) and I'm told there is a 'fault' on their web application and pac'ed numbers are being 'unclaimed' ie disregarded - apparently Vodafone are aware of this problem. Anyway, the lady I finially spoke to understood and manually sorted the pac'ed number over. I asked about the billing period but was assured it would only be from the number transfer date. No ! received first bill, and billing period from web application date, 14 days earlier. So rang again and have been told this will be corrected before first direct debit taken.

So that's two 'manual' interventions by Vodafone, both because of their !!!!-ups. The transaction didn't track on Quidco so I've raised an enquiry which is 'pending'. I suspect I may not get the £120 cashback. I appreciate it isn't guaranteed - but if the criteria is that the transaction has to be completed wholly online (via Quidco) and the Vodafone online system is incapable of accepting an order wholly online ( number/pac black hole ) then Vodafone's failures are costing me money.

I'd appreciate the Vodafone rep's comments on whether the £120 cashback will be approved/paid, and if not, whether Vodafone will cover this cashback or simply 'wash their hands'.

Jon_01

Somerset wrote: »

.
The transaction didn't track on Quidco so I've raised an enquiry which is 'pending'. I suspect I may not get the £120 cashback. I appreciate it isn't guaranteed - but if the criteria is that the transaction has to be completed wholly online (via Quidco) and the Vodafone online system is incapable of accepting an order wholly online ( number/pac black hole ) then Vodafone's failures are costing me money.

I'd appreciate the Vodafone rep's comments on whether the £120 cashback will be approved/paid, and if not, whether Vodafone will cover this cashback or simply 'wash their hands'.

I can tell you from experience that they will not be interested in anything to do with Quidco (for a start the contract is between Voda and Quidco, yours is with Quidco, so nothing to do with Voda).
I've been waiting for 2 years for them to sort mine out, Quidco don't do a lot and Voda seem to think if they just ignore Quidco it'll go away...

Elli06

Vodafone_company_representative wrote: »

Hi Elli06,

On the face of it this does seem a strange one and I'm keen to take a closer look at this to see what's happened.

Could you email me your details following the instructions in my initial post in this thread on the 8th?

Once I've received I'll get back to you as quickly as possible.

Thanks,

Lee

Web Relations Team

Vodafone UK

Thanks Lee, I've emailed.

jasper2004

On a thread where i have also posted my frustrations & dismay of dealing with Vodafone, i think its only fair to also bring to people's attention when "GOOD" customer service is offered.
So thankyou to Kirsty (in the first instance) & Lee from the Web Care Relations team for

a) - Investigating my issue when they said they would.

b) - Keeping me up to date as to how they were progressing.

c) - Returning telephone calls when promised.

d) - Coming to an agreed conclusion.

e) - Confirming contract agreed by email



Dealing with you was a breath of fresh air
Many thanks

Kerry1987

Hi

I wonder if anyone can assist me in an issue I am currently having with Vodafone.

My contract recently expired with Vodafone. My partner works with O2 and was able to provide me with a better deal that which Vodafone had offered to up-grade me to. I therefore contacted Vodafone to request my PAC code. A few days later I received a call from Lisa in their Retentions Department who advised she could offer me 600 minutes, unlimited text messages, unlimited internet browsing for 18 months at £24.50 per month including VAT.
At that point I had not chosen a new phone so Lisa agreed to call me back that weekend in order to give me time to find a phone I liked.
I never received the call back from Lisa, nor did I receive my PAC code.

A few weeks later I contacted Vodafone again and requested my PAC code again as they were now unable to match Lisa's offer. Again I received a call back from their Retentions Department and after much discussion the operator offered me the up-grade that Lisa had previously offered me: 18 month contract with 600 minutes, unlimited texts, unlimited internet for £24.50 per month INC VAT with a Samsung Tocco Ultra Edition. I confirmed this was the contract I was being up-graded to on more than 3 occasions with the operator.

The next day I received my new handset, and a few days later I decided to check my Vodafone on-line account to confirm the new package I was on. I was shocked to find that free unlimited internet browsing was not showing on my account (especially as I had been using the internet thinking I was getting this for free now). I contacted Vodafone and was advised that they would up-date my account immediately to reflect this and again i confirmed with the operator that I was on the contract stated above which he agreed.

Yesterday I logged into my account again to view my bill on-line. I found that my basic line rental was £21.28 per month + vat (therefore the £24.50 I had agreed to). However this only included 600 minutes and unlimited texts for 18 months. I was being charged separately for the unlimited internet browsing at £5 per month + VAT.

I contacted the customer services team and spoke with Syda and explained the situation to her thinking a mistake had been made on my bill. She advised me there was no mistake. She then proceeded to try and sell me another contract in order that I would only be paying the £24.50 per month. She offered to reduce my minutes to 500 or extend my contract to 24 months. I advised her on a number of occasions that I simply wanted the contract I had agreed to. She told me she could not do anything for me.

I requested to be passed on to a team leader/manager/someone who could escalate my call further as Syda had advised me there was nothing more she could do for me. She advised me there was no customer facing managers I could speak with and she was the only person who could deal with my call, but the fact remained she could not help me get the contract that I had agreed to. I wanted to escalate the call as essentially I had been up-graded under false pretences. She refused.

I therefore requested a copy of the call recording/call transcript. She told me it was 'against the rules' for this to be issued and that it was 'against the rules for them to listen to the calls'. She advised that the calls are recorded only for training purposes. I myself have previously worked in a call centre environment and as mentioned previously my partner works with O2 therefore I am more than aware that if I request a copy of the call transcript (subject to a small fee) Vodafone are obliged to provide me with this.

I have logged an enquiry with Otelo, and also plan to speak with Ofcom on this matter for advice.

I am unsure if anyone has any further suggestions as to how I can get this matter dealt with fast and efficiently as every time I contact Vodafone they refuse to allow me to speak with someone who can escalate my call or even to get me a call back.

Regards

Kerry

Fork86

Kerry1987, I too have had a horrid experience with Vodafone as of late (with the exception of Lee from the Vodafone retentions team endeavouring to answer all my questions).

Having spent hours on the phone, spoken to 2 managers and 10 employees, not only was I signed up illegally to 2 contracts without my explicit consent, but I was supposed to have been offered an N97 for free with 1200xnet mins, unlimited texts and data for 34.46ppm (by a manager who realised how much crap I had been put through)... Unfortunately, this was not noted correctly on the system and currently the deal on offer is the same monthly bill on a 24 month contract, but with 900 minutes instead of 1200, and 25 pound for the phone.

Deceit and unlawful business are just some of the terms that can be used to describe my experience with vodafone of late (didn't have any problems 2 years prior).

My contract will be expiring with Vodafone in less than 2 months, and with that, so will my custom unless they can get their act together.

As for escalating this further, leave a message on the Vodafone retentions thread aswel, and possibly either Lee or Kirsty will be able to answer any of your questions, just don't hold your breath for any miracles.

banjogav

I have been a customer of Vodafone about 10 years and during that time I have never had a problem or complaint. Until recently. I live in an area where I have always had uninterrupted signal (2G and 3G). Hardly surprising since the mast is about 50yds from my front door. Since the 9th of July I have had zero signal whilst at home. I called Voda on 191 and they said yes the cell was down and that they were aware and it should be up and running soon. It is now the 22nd and still no service. I have made several phone calls to them and been fobbed off with bogus time frames and the promise of compensation but 2 calls in particular stand out. The first involved a very arrogant and self satisfied female individual who told me that they DON'T guarantee a service in any particular area. When I pointed out that in that case I may not be able to guarantee payment she said to go ahead and that I would be placed in the hands of a collection agency and suffer the attendant damage to my credit rating. I said that what she was in fact saying is that I should like it or lump it. She pointed out also that I had a MOBILE phone and that I should go to an area where I can get a signal. She was not interested in the fact that up until the 9th I had 100% signal. The other call involved a young lady who told me that the engineer has logged the cause of the outage as trees blocking line of sight from the mast. I told her that as I was speaking to her I was looking at the mast and that there were no trees and that if that is true then they must have grown overnight. She replied " yes, that is what has happened "!!!!!!. I can cope with being spoken to rudely but being treated like an imbecile I won't tolerate. The majority of mobile phone customers in the UK don't live in line of sight of a phone mast so how did she think that excuse would ever be acceptable. I have emailed customer services but I doubt I shall receive a reply. I intend to leave Voda at the end of my contract. :mad: