Vodafone complaints

mark2jag

Discodave wrote: »

Im sorry mark, but how the hell is anyone from MSE going to help you. Your beef is with Vodafone?

Have you even tried dailling 191 from your handset?

Yes Dave,I have most definitely tried dialling 191, sadly it did no good.

Vodafone

Hi sanfly,

That's really disappointing.

If you have already emailed me, I will take a look for you and get back in touch.

Thanks for letting me know,

Heidi
Web Relations Team
Vodafone UK

lucky_me_2

Heidi I have emailed you regarding my problems trying to get Vodafone to honour the early upgrade that I have been promised countless times.

The thing that baffles me the most is that everytime I phone Vodafone customer services to ask about my upgrade i'm told a different story/excuse as to why you are no longer honouring early upgrades.

I'm also promised that yes I can upgrade early at no charge but I call back an hour later and that's then changed to 'i'm sorry but you will be charged 2 months line rental + your new tarif to upgrade). Sometimes customer services deny all knowledge of ever promising this offer, i've been told it was stopped last year by some people and then told it was stopped in February 2012 by others, I just want some consistency!

If i'd been informed of the changes before they went ahead it wouldn't be so bad but to make the changes to the early upgrade (which in my case is partly why I joined Vodafone) without any communication to customers is surely never going to be a good thing, i've definately lost my confidence in Vodafone and i'm seriously considering sticking out my contract and just leaving rather than upgrading early and having to commit myself to Vodafone for another 2 years!

I have also emailed the CEO but would like for this to resolved by the web team as it shouldn't have to go this high up for a simple request of Vodafone to honour the promise made to me a year ago!

Has anyone actually had any luck with Vodafone honouring anything they had originally agreed to their customers?

What's happened to Vodafone? Surely a big company like this can not operate in this way? Can they not afford to send their staff on customer service training? You wouldn't get away with speaking to your customers like that anywhere else let alone a company as big as Vodafone.

I think the CEO needs to get on this forum and take a look at the complaints and start to address the customer service problems, it seems like most of our problems stem from incorrect information and poor customer service.

Discodave

@LuckyMe!

I was in the same boat as you only 2 weeks ago. Given early/standard upgrade dates when i signed a contract now 18th months ago, and went to upgrade in store last month only to be told the T&Cs had changed................ get this ........ "Yesterday"

Kicked up right fuss, left messages on here, and spoke to Heidi who sorted me out. Each case is different but she what shes says mate

lucky_me_2

Hi Discodave thanks for the reply, im not suprised to learn that im not the onky one who is unhappy with Vodafones changes to their early upgrade offer.

I'm glad you were able to get your issue resolved, i hope that Heidi can sort mine because it's taken months and still no sense out of Vodafone.

Just out of interest did Vodafone agree tohonour this early upgrade? Not that it means much for me, as theyve promised to honour mine a few times and every time i get close to upgrading there's another reason why I cant upgrade or a hidden charge I knew nothing about.

Fingers crossed for a call or email from Heidi today i'd justlike this resolved.

Vodafone

Hi lucky_me,

I can appreciate that's it's frustrating to be advised conflicting information and I will certainly look into this further for you.

I have received your email and will be in touch today to discuss it in more detail.

Many thanks,

Heidi
Web Relations Team
Vodafone UK

lucky_me_2

Hi Heidi,

Thank you very much for acknowledging my email, i'm looking forward to putting an end to this issue

I look forward to hearing from you today.

Thanks again

lucky_me_2

I just wanted to update that I have now spoken to Heidi and i'm very pleased to say that the issue has now been resolved very quickly.

Big thank you Heidi for listening to what I had to say and being so understanding.

You have restored my faith in good customer service from Vodafone.

Thanks again for your help and understanding.

sanfly

Good Morning Heidi,

sanfly wrote: »

Hi heidi, thanks for all your help re our billing problems, unfortunately yet again the bill is wrong, March bill is visible on line and guess what the March Bill for mrs.s. is wrong.

Im sure neither of us can work out what on earth is going wrong at Vodafone, but we are so glad we are only on a years contract, cannot see us renewing with Voda as having to check our bills every month to correct Voda errors is beyond a joke

Can you sort again for us, lets hope Mr b's. bill in a couple of days is right!!!!, have emailed you again.......cheers

Vodafone_company_representative wrote: »

Hi sanfly,

That's really disappointing.

If you have already emailed me, I will take a look for you and get back in touch.

Thanks for letting me know,

Heidi
Web Relations Team
Vodafone UK

Hi Heidi,

Following on from above Mr Bs bill is available for download this morning and is also wrong, do i need to send another email about this, or is this message suffice, im sure you will agree that this needs to be sorted as this is 4 months now both of our bills have been wrong......cheers

Thanks for all your efforts so far to try and sort this out..........

Vodafone

Hi lucky_me,

It was my pleasure! I am really pleased I was able to help and restore some of the faith previously lost.

If you ever need any further help, you know where to find me.

Hi sanfly,

I haven't received your email. Did you include WRT135 FAO Heidi in the subject?

If you have the email reference number from your auto response, I will be able to find it.

Many thanks,

Heidi
Web Relations Team
Vodafone UK