Vodafone complaints

Vodafone

Hi Skint but Optimistic,

I have just sent you an email.

Hi mazxx1,

Thank you so much for your post! It's really nice to get such good feedback and I am happy I was able to help to resolve your issue.

Best wishes,

Heidi
Web Relations Team
Vodafone UK

kdv87

mobilejunkie wrote: »

The REAL issue is that this is NOT how they deal with problems - even ones which start out as minor. Vodafone absolutely STINKS in terms of its so-called customer service - it should NOT be the case that only those who find their way onto here actually get problems resolved rather than see them escalate out of control thanks to Vodafone's normal response.

Absolutely correct. I shouldnt have to go to the extremes of the earth to get a problem resolved and then praise them - it is their job, their service and their business to do so THROUGH THE NORMAL CHANNELS.

saying this, I am not devaluing the efforts of the person who helped, of course, that is good customer service

DMHReaper72

Two weeks ago I finally decided to switch networks from Orange to Vodafone.

After having a good look around the site I plumped for the Samsung Galaxy Nexus handset as it runs on Android 4 and being a web moderator myself it suited me perfectly.

I rang Vodafone to place my order and was told that i could have a Saturday delivery if I paid a fee of £6. I agreed to this.

I received a text the Friday before I was expecting delivery advising me that my parcel would be delivered between 8 and 12 that day.

When I arrived home I found a card from the delivery company advising me that they would try to redeliver on the Monday.

I contacted Vodafone to check what had gone wrong and was told that they do not offer Saturday deliveries. I queried this and told the rep that I had paid for the service. All they could do was talk to the delivery company and ask them to redirect my parcel to a neighbour.

As I was desperate for my new handset I agreed and received a call from my neighbour on the Monday telling me the handset had arrived.

Upon getting the parcel from him and opening it I found that I had been sent a Samsung Nexus S. NOT the handset I had ordered.

I have since contacted vodafone by mail and by phone on a total of 10 occasions and am still to receive any confirmation that I will be in possession of the handset I ordered this side of Christmas.

They are telling me the phone is not even in stock which I find incredible as they could not have confirmed my order without a unit being available for me in the first place.

Considering I am a brand new customer you can understand this is leaving a rather sour taste in my mouth and not giving me any confidence that I was right to switch networks.

I would appreciate any advice.

mobilejunkie

Read the thread - then you will think twice before using them. Meanwhile, cancel the contract under the distance selling regulations and demand repayment of the £6 you incurred for a service they failed to provide. Do it in writing because this shower tell you anything and then renage later.

skintandfat

DMHReaper72 wrote: »

Two weeks ago I finally decided to switch networks from Orange to Vodafone.

After having a good look around the site I plumped for the Samsung Galaxy Nexus handset as it runs on Android 4 and being a web moderator myself it suited me perfectly.

I rang Vodafone to place my order and was told that i could have a Saturday delivery if I paid a fee of £6. I agreed to this.

I received a text the Friday before I was expecting delivery advising me that my parcel would be delivered between 8 and 12 that day.

When I arrived home I found a card from the delivery company advising me that they would try to redeliver on the Monday.

I contacted Vodafone to check what had gone wrong and was told that they do not offer Saturday deliveries. I queried this and told the rep that I had paid for the service. All they could do was talk to the delivery company and ask them to redirect my parcel to a neighbour.

As I was desperate for my new handset I agreed and received a call from my neighbour on the Monday telling me the handset had arrived.

Upon getting the parcel from him and opening it I found that I had been sent a Samsung Nexus S. NOT the handset I had ordered.

I have since contacted vodafone by mail and by phone on a total of 10 occasions and am still to receive any confirmation that I will be in possession of the handset I ordered this side of Christmas.

They are telling me the phone is not even in stock which I find incredible as they could not have confirmed my order without a unit being available for me in the first place.

Considering I am a brand new customer you can understand this is leaving a rather sour taste in my mouth and not giving me any confidence that I was right to switch networks.

I would appreciate any advice.

You could have a lucky escape

VF don't care- you can cancel under the distance selling regs

If I were you I would return the handset (send recorded with proof of delivery) and RUN

I was with Orange previously and found them just as bad- but their network got better recently, they have just enabled 3G roaming from Orange to T-Mobile at no cost

At least with Orange the coverage is now better than Vodafone

Vodafone

Hi DMHReaper72,

I am sorry to hear that you have had some problems with the order you placed. I can see why you are feeling let down from the service you have received so far.

So that I can help to turn this around, can you send me an email to the address here with WRT135 FAO Heidi in the subject. Please also include a link to your post.

Many thanks,

Heidi
Web Relations Team
Vodafone UK

DMHReaper72

Vodafone_company_representative wrote: »

Hi DMHReaper72,

I am sorry to hear that you have had some problems with the order you placed. I can see why you are feeling let down from the service you have received so far.

So that I can help to turn this around, can you send me an email to the address here with WRT135 FAO Heidi in the subject. Please also include a link to your post.

Many thanks,

Heidi
Web Relations Team
Vodafone UK

Hi Heidi.

I have just seen your post and mailed as you asked.

Minutes prior to this I had been in the phone yet again with 191 and the best they can do is tell me they can arrange a swap, but they dont know when.

In short I want my handset for Christmas. I ordered in plenty of time.

I really do hope you can help

Thanks

coops456

We've been Vodafone customers since 1995 but can't wait to switch when the contract ends in the spring. Service has gone downhill and dealing with their call centre is incredibly frustrating.

We have 3 phones on the account. 2 are paid by direct debit. If we view the account online, it only shows the billing for the 3rd phone. So we have no way of knowing how much Vodafone will debit from the bank account until it happens - is that even legal?!

This has been the case for over a year. We have spent hours on the phone trying to sort this out, but Vodafone seem unable - and sometimes unwilling - to resolve the problem. We've been told to re-register (which didn't work); promised callbacks (that never happen); and staff regularly claim that "the system is down" and we should call back later. Either they have the worst IT dept in the world, which I doubt, or it's a fob-off for the tricky questions that aren't in their script.

meandmy2kids

Vodafone_company_representative wrote: »

Hi meandmy2kids,

Thanks for making us aware of this.

To enable us to assist you further in regard to the billing side of things could you email me with your details via the address in our profile here and quote WRT135 - Fao Lee in the subject line?

Please be assured that as soon as you're in touch with me I'll endeavour to get back to you as soon as possible.

In regard to your phone I'm afraid Techhead is correct in saying that this is something which Dialaphone would need to assist you with further.

Kind regards,

Lee

Web Relations Team

Vodafone UK

i would like to say a very big thank you to lee for your brilliant customer service. one email and one phone call to lee was all it took to get my problem sorted.

merry christmas.
xx

DMHReaper72

Received a phonecall from Heidi moments ago.

Very helpful.

Thanks Heidi