Vodafone complaints

EssexClaire

Congratulations Stedwardo! Like you said, a result albeit limited is still a result.

I just hope that mine comes to a satisfactory end like that (although they are slowly running out of time, my phone is meant to be returned by no later than tomorrow!).

light_fantastic

Well Done Stedwardo,

Just wondering how you managed to get your money back and how long it took? Vodafone have charged me for a handset that they had told me would be free (about £150). I called 191 to complain but feel it was worse that useless- they said they'd call me back in 3 days if, when they investigate it, they are found to be at fault. I don't consider this to be an acceptable way to deal with a complaint and wouldn't hold my breath on the call back despite the person who promised me my account would be credited with the value of the handset, reassuring me numerous times that the call was being recorded.

191 did not so much as give me a reference number or name so I could refer to the complaint I made in future correspondence/ calls. For this reason I also emailed my complaint through the vodafone website. They emailed me back and said to call 191 with further details! I emailed back and said I would not as that process was part of my complaint but I supposes as far as the 'e-customer service' is concerned they have met their quota in responding to me in 24 hours even if they have not addressed the problem raised.

Unfortunately I need the money that they have taken asap. As far as I am concerned it appears to breach our verbal contract. However I do not know which way to turn with this as the people I am coming in to contact with seem to work to a script and do not have the authorisation to help.

Any advice you can give me based on your own experience would be greatly appreciated.

Thanks

EssexClaire

light_fantastic wrote: »

As far as I am concerned it appears to breach our verbal contract.

Unfortunately this is not worth the paper it's written on!

Unless you have something in writing that the handset would be free, then you may have a long (and quite probably unsuccessful) battle on your hands.

It appears that even when you have written proof it takes Vodafone forever to deal with anything!

One thing I have learned is that if you ring 191 (Indian call centre) enough times and express your dissatisfaction then eventually it looks like they give you a priority line to the Scottish call centre!

shedboy94

light_fantastic wrote: »

Well Done Stedwardo,

Just wondering how you managed to get your money back and how long it took? Vodafone have charged me for a handset that they had told me would be free (about £150). I called 191 to complain but feel it was worse that useless- they said they'd call me back in 3 days if, when they investigate it, they are found to be at fault. I don't consider this to be an acceptable way to deal with a complaint and wouldn't hold my breath on the call back despite the person who promised me my account would be credited with the value of the handset, reassuring me numerous times that the call was being recorded.

191 did not so much as give me a reference number or name so I could refer to the complaint I made in future correspondence/ calls. For this reason I also emailed my complaint through the vodafone website. They emailed me back and said to call 191 with further details! I emailed back and said I would not as that process was part of my complaint but I supposes as far as the 'e-customer service' is concerned they have met their quota in responding to me in 24 hours even if they have not addressed the problem raised.

Unfortunately I need the money that they have taken asap. As far as I am concerned it appears to breach our verbal contract. However I do not know which way to turn with this as the people I am coming in to contact with seem to work to a script and do not have the authorisation to help.

Any advice you can give me based on your own experience would be greatly appreciated.

Thanks

I have had billing issues for the past 3 months. I don't even bother calling 191 - I just email the CEO directly and someone from his office normally calls me back within 24hrs. Why go through the hassle of speaking to the monkeys when you can go straight to the organ grinder!!!

EssexClaire

Well as expected the 7 working days I was promised my phone would be repaired and returned to me in has not happened (runs out today and at this late stage of the day I don't expect it to happen now) and so I have contacted the Ombudsmen to deal with this under Vodafone breaking their "Customer Service" Policy and the Supply of Goods and Services Act 1982 and I have emailed Vodafone to advise them that I will not be dealing with them anymore and I will only deal with the Ombudsmen (lets see if they make any ackowledgment of that!) as I have given them more than enough opportunities to deal with this.

I have now had 2 lots of antibiotics from due to chest infections caused by the stress of this and I refuse to continue - especially as I have a funny feeling I will have to fight for the promised credits as well.

shedboy94

November - phoned to upgrade my wifes phone - was told there would be a charge for the phone, that it would appear on my bill, but would be instantly credited back
December - Charge for phone on bill, 23 calls backwards and forwards to 191, told it would take 7-10 days to investigate. I asked if original call could be listened to was told no. Eventually the charge was credited back.
January - Bill wrong again - "free insurance for 3 months" charged for - several more calls before it was credited back eventually by Directors office who "100% assured me it wouldn't happen again"
February - Bill wrong for the 3rd month in a row. Called 191 once - foreign adviser didn't have a clue - he made up several excuses before I pointed out what was actually wrong....I don't work for Vodafone but knew more about my bill than he did.
Refused to call again so emailed Directors office again. Was called back and due to the issues was offered a 1 month credit.

I then queried if I could upgrade early as I had lost my own phone a few months early - my insurance had elapsed and I had to buy a cheap PAYG. The guy looked at my account and stated the amount I have already paid covered the cost of that phone, so because of that and the other problems I have had, he said I could upgrade early.

I compared the prices on Vodafone's website to the prices on Phones 4 U and found a massive discrepancy, despite being on the same Vodafone package. I called Vodafone to enquire about this and the guy I spoke to this time said I could upgrade, but there was no scope for negotiation regarding prices. I asked why Phones 4 U could offer the same phone/package at £10-£15 a month less and he said it was because the phone is covered for longer and if faulty it will be replaced instantly.
Apparently this is worth £240-£360 extra based on a 24 month contract?? Anytime I have had a problem with my phone, I take it into my local Samsung repair shop and they either fix it there and then or within a couple of days.......for free as it is covered by manufacturers warranty anyway.
So thanks for the 3 months billing issues Vodafone - I look forward to a 4th........and your kind offer of an early upgrade is a complete rip-off. I shall hold on for a few months and take out a brand new contract for a lot less than you are offering......with a provider of my choosing.
Not bad treatment for 7 years as a customer.

light_fantastic

Thanks, Ive emailed the CEO this evening. I'll let you know how I get on.

EssexClaire

AMAZING!!! Things just keep getting better with Vodafone "Customer Services"!!!!

Following my e-mail to the Ombudsmen and Vodafone yesterday as I had not received my phone back after the 7 working days I was promised, I have just received an e-mail to say that my phone has been back in store since the 3rd February! NOBODY has bothered to tell me this until I've now had to go to the Ombudsmen! Grrr!

We'll just see if the phone has been repaired AND whether the credits have been put on my account as promised because I will not be arguing this any further!

Vodafone

Hi light_fantastic,

I am sorry to hear that this has still not been resolved for you.

I will be more than happy to help sort this out. You can email me personally via the address here with WRT135 FAO Heidi in the subject. Please also include your mobile number and the link to your post.

Hi EssexClaire,

Although you have mentioned that you are now solely dealing with the Ombudsman, my offer of assistance is still valid. I am positive I can help to get this cleared up.

Kind regards,

Heidi
Web Relations Team
Vodafone UK

Vodafone

Hi shedboy94,

It’s really disappointing to hear about your recent experience. If there are any outstanding issues, I will be happy to look into them for you.

You can email me directly via the link in the above post.

Kind regards,

Heidi
Web Relations Team
Vodafone UK