Vodafone complaints

Barbra50

Can anyone helps me? I read Lee emails so I went to Vodafone and send an email with FAO Web Relations - But it says: ERROR The page you are trying to access is not available. Please contact the adminstrator for more details. I try that 3 times this am

I do have a problen with speech and writing so if this is not 100% - sorry!!! and I have sent 2 letters to Vodafone House, The Connections, Newbury, Berkshire, RG14 2FN because I need a letter from them to says me all calls from 1st May to 8th July 2009 but nothing

If anything else ? I ask to take that £10.00 from my account

Can you PLEASE help me

Woe-da-phone

Since Vodafone staff seem to spend more time here than actually dealing with issues I will post my complaint here - my account no is 264899854/00001



For whomever it may concern, This letter is to complain about the disgustingly bad service I recently received from Vodafone. I am a two year Vodafone customer who pays around a thousand pound a year to your company and do not expect to be treated in such an unprofessional and rude way.
I have dated my recent experiences below so you can clearly see how recent events have turned out –
July 4th – Following issues with my phone running out of power too quickly, having black lines across the screen, cutting calls for no reason and also a minor scratch across the main screen I returned the phone to the Vodafone store in Market St, Manchester.
I reported these faults to a Vodafone employee called Julie at the store and was given a replacement phone to use whilst mine was being repaired.
9th July – I returned to the store and collected my phone, whilst returning the replacement. I noticed that the screen had not been fixed and was told that the repair centre had only updated the software and sent the phone back. I queried the fact that this seemed like a rather half hearted approach to what appeared to be a hardware issue with the phone.
Julie rather rudely then informed me that I would have to pay for a new screen – despite the fact that I have insurance with Vodafone. As a result of this I refused to sign any documentation that covered the repair of my phone (since it had not been visibly repaired but just updated) and left the store, having been told by Julie that she could do nothing more for me.
I then contacted Vodafone customer services and (after about 10 attempts) was told – very rudely again – that my phone would have to be returned for repair yet again if the issues were not resolved and that insurance would not cover my new screen or a new phone at this time. Naturally I was very annoyed about this, as well as the attitude of the two Vodafone staff I had to deal with that day.
In addition to this the phone, which had improved in its power use only because most of my Windows Mobile applications had been wiped off was also still cutting out during calls.
Essentially at this point I had wasted several hours and faced awful customer service only now to have a phone with the same physical issues but with none of the software I had installed.
17th July – Having received several texts telling me to return the temporary phone I had returned on 9th July I sent a message to your customer services to ask them to desist.
In a return email I was told that customer services could do nothing about this and that I would have to visit the store – essentially wasting even more of my time and now on a new problem!
19th July – I received a text message telling me to return the lent phone (which was returned on the 9th July) or my mobile would be blocked. Naturally I was furious by this point – following the inconvenience I had already experienced from your deplorable excuse for customer service.
Since I could not get through to your customer service I wasted a further hour and half visiting your store to be told that these texts were due to a system issue and they should (not would!) be able to stop my phone from being barred.
Following this I was offered the opportunity to once again have my phone sent back to be repaired and once again have a replacement – I refused this and demanded a replacement and financial compensation for my time and effort, simply because Vodafone had failed me so spectacularly the first time and I was not willing to go through this process again.
A new phone and a refund was not offered and when I contacted customer services (after no less than 10 phone calls) I was offered a mere £25.
I stated that this was not nearly enough following the bad service I had received and – to make things worse the customer service agent suggested that, since I would not accept a replacement phone again that I use the offered compensation to buy a pay as you go phone whilst mine was being repaired (again!)
I had to wonder - exactly what kind of tactless idiots do Vodafone employ these days?
I detailed all of the above in an email sent to you customer services a week ago and as yet (after the promised five working days) have heard nothing back.
Quite simply – resolve this issue or I will cancel my contract (with no intention of paying any more money to you – cancellation fees or not) and begin raising this issue with Otelo, Ofcom, trading standards and the UK telecommunications media.
I demand a new phone and compensation relative to the time and effort I have wasted here – and soon.
Yours sincerely
Edward Bass

ashnojutsu

Barbra50 wrote: »

Can anyone helps me? I read Lee emails so I went to Vodafone and send an email with FAO Web Relations - But it says: ERROR The page you are trying to access is not available. Please contact the adminstrator for more details. I try that 3 times this am

I do have a problen with speech and writing so if this is not 100% - sorry!!! and I have sent 2 letters to Vodafone House, The Connections, Newbury, Berkshire, RG14 2FN because I need a letter from them to says me all calls from 1st May to 8th July 2009 but nothing

If anything else ? I ask to take that £10.00 from my account

Can you PLEASE help me

Hi Barbra50, could you explain as clearly as possible what you want from vodafone? Write as much as you can if it helps everyone to understand the problem. I'm sure we can all help.

HugoSP

Let's be fair to Lee. He is one person in the Vodafone company. The problem isn't with the people that Vodafone employ, it's with their system and organisation. You can't blame individuals for that (although granted, it is tempting).

Yes Vodafone seem to be experiencing a number of issues that is taking up customers' time.

Lee has taken the initiative to come on forums such as these to read and understand about the problems experienced with Vodafone. He knows that this forum and others are a very good source of information and a good arguement to take to senior management to win the necessary funding and co operation to resolve these issues at a higher level. In a few instances he has offered to try to resolve these issues. Individuals would do well to take up his offer to do this, seaking as someone who has.

To me Lee is a very important contact within the company and should be valued as such.

Other than that, I would strongly suggest that all Vodafone customers keep records of their dealings with the company. This way, you know who you spoke to and when, and about what.

mobilejunkie

With what point? They don't take any notice! As for "individuals" not being to blame - just try their customer complaints department IF you can get through the walls of resistent to reach it. People always blame the "organisation" - but the organisation is made up of people. Is is really so laudable that Vodafone NOW pays ONE person to spend their time on here in an obvious attempt to portray the company as something it's not? How can you tell us what Lee's motives and agenda are? It seems their ploy is working for some. It won't work for me until the proper channels start dealing with their customers as they should. THEN I will praise them - as I once did.

Woe-da-phone

ashnojutsu wrote: »

Hi Barbra50, could you explain as clearly as possible what you want from vodafone? Write as much as you can if it helps everyone to understand the problem. I'm sure we can all help.

Come on Lee!

WHy not answer my query as well eh?

Clearly you are just as powerless as all the other Vodadrones there and this is just a ploy to calm down all those custoemers like myself.

It isn't working - pull your bloody finger out.

Ed

Woe-da-phone

HugoSP wrote: »

Let's be fair to Lee. He is one person in the Vodafone company. The problem isn't with the people that Vodafone employ, it's with their system and organisation. You can't blame individuals for that (although granted, it is tempting).

Yes Vodafone seem to be experiencing a number of issues that is taking up customers' time.

Lee has taken the initiative to come on forums such as these to read and understand about the problems experienced with Vodafone. He knows that this forum and others are a very good source of information and a good arguement to take to senior management to win the necessary funding and co operation to resolve these issues at a higher level. In a few instances he has offered to try to resolve these issues. Individuals would do well to take up his offer to do this, seaking as someone who has.

To me Lee is a very important contact within the company and should be valued as such.

Other than that, I would strongly suggest that all Vodafone customers keep records of their dealings with the company. This way, you know who you spoke to and when, and about what.

You know what - that utter rubbish.

The attitude of 9/10 people I have spoken to at Vodafone regarding recent issues has been lazy and arrogant beyond belief - on the phone and in store.

I appreciate they might be this way because of their companies clearly broken processes don't allow them to actually do much about customer issues but acting like its the customers problem and passing this negativity on to them is just dire behavior.

They are in no way pro-active but instead happy to dole out reasons why they cannot action things and then take it personally when customers get annoyed!

The whole this is an excercise in frustration for us, the customers.

Ed

Fork86

I have to agree with HugoSP, and to an extent, Woe-da-phone (lol).

While Lee (and Kirsty) are very pleasant representatives and do endeavour to genuinely help us forum members, it is simply the limitations and attitude of the company as a whole that prevents them from being as effective as he could be.

If most of the vodafone staff members were half as interested and helpful as Lee and Kirsty, the company wouldn't be in such a dire state of affairs.

9 out of the last 12 vodafone staff members I have spoken to over the phone have been either rude, arrogant, sarcy or deceptive, and in nearly all instances lied.

baldelectrician

Fork86 wrote: »

9 out of the last 12 vodafone staff members I have spoken to over the phone have been either rude, arrogant, sarcy or deceptive, and in nearly all instances lied.

Funny you should mention that- I had that last year and only got satisfaction when I offered to email them my copy of the call to prove they were wrong. They gave in immediatlely

On another point.
I am now back to orange (business) and find the whole experience good- light years from Vodafarce; an example of thinking out of the box:
I have been waiting for a sim to arrive (for missus) since Tuesday. The wife is now getting cheesed off as her Payg sim has ran out (not orange). I have been waiting for several things in the post this week
I asked if I could top up a spare Orange PAYG sim and transfer the credit left to my account once the new sim arrives.
Answer:
Yes that should not be a problem

Orange are now quite good - nearly as good as they used to be.

Fork86

Orange are absolutely fantastic.

On top of the fantastic deal which I accepted for the HTC hero (after requesting my PAC code from Vodafoney) through their retentions team, I was offered another deal on my second line with them through retentions which was as followed:

Either:

£24.46/m - LG cookie/Samsung Tocco/Samsung Preston (not the best phones, but still ok) 1200 mins, 300 texts, unlimited landline calls, free USB mobile broadband dongle 500MB/month for 18 months

Or the above with 800 minutes for 19.46/month.

It may not match my HTC Hero deal, but then again I use my other Orange line more than my mum uses this one, so that is to be expected.