Vodafone complaints

billyboy2468

have to say ann i agree with mobile junkie,never had a email any time i renew contract and i always have to phone voda as i never get what i am promised,online billing is mumbo jumbo,even my vodafone app says my current balance is £27.88 for next bill,0 mins used,13 texts and 17 mb wap used,dont make sense

fatboyonadiet

The last 2 times (maybe 3) I have had an email from Vodafone confirming the full details of my contract, monthly charge, length and when I can next upgrade and when my contract expires.

Vodafone

Hi billyboy2468,

I am sorry to hear that there is some confusion around your bill.

If you have been in touch with me via email, I will be able to look into this further and advise accordingly.

If you have a discount active, My Account won't pick up on this until your bill is generated so it may be showing the total without including this.

I will be in touch to discuss it in more detail.

Kind regards,

Heidi
Web Relations Team
Vodafone UK

WhathaveIdone

Googling the net indicates that '000s of people have issues simply answering a call on the Wildfire. My phone has a nasty habit of cutting off the call and trying to send a text message to the poor person at the other end of the phone. I reckon on answering about 1 in 10 calls successfully, which considering it is my business phone and I am self-employed is pretty scary. Vodafone's offer to "send it off for repair" seems rather pointless, it was the software upgrade that came over the airwaves that made the phone unusable. I have got a PAC code, as I am thinking that Vodafone don't want me as a customer anymore after my run-in with their online chat serivce and an e-mailed complaint via their web-site has not yielded a response. All I want is a phone that I can answer, it would appear to be beyond Vodafone abilities. The choice seems to be 1) go back to my very old Nokia and try to save lots of money
2) pay £260 to leave the contract early and go elsewhere and claim it back via a small claims court, breach of contract on their part for not offering a serviceable product, a doddle looking at how the web is littered with references to the Wildfire's failings.
3) Carry on with the useless thing and hope it dies permanently pretty soon and get a working phone later, all the time potentially losing customers goodwill.

Any other forum members experiences of how to get Vodafone to provide a working phone would be gratefully recieved. I have really reached the end of my tether.

Vodafone

Hi WhathaveIdone,

I am sorry to hear that you have had some problems with the handset.

You have mentioned that you have already emailed in regarding this. If you could let me know your email reference number, I will take a look and get in touch to discuss it further.

Kind regards,

Heidi
Web Relations Team
Vodafone UK

WhathaveIdone

Heidi
Re: complaint [#2266367] sent 10/09/2012, someone from vodafone left a message yesterday.......because I could not pick up the phone quick enough.

vrp08sdu

does anyone have direct email addresses for vodafone.

fed up with being fobbed off the phone and have spent considerable amount of time composing the following message.

have already sent it to them via their contact email on website but dont want it to be lost to a generic inbox and would like it to be noticed and action carried out!!

if anyone can help a frustrated student i would be very grateful!

also if anyone else has been in a similar situation or can offer advice i would appreciate it!

To whom it may concern;

Re business mobile contracts

My family and I have been loyal Vodafone customers for over 18 years.
Of late we feel that our loyalty to the company has not done us any benefit and in fact we have become worse off in comparison to new customers or those on other networks.

The reason we have not sent any letters of complaint previously has been predominantly for the fact we are a busy family – single-handed semi retired general practitioner, practice manager and final year medical student. However, enough is enough and we feel our lack of time to put pen to paper to write a complaint means Vodafone has taken advantage.

For the past 5 years we have only been contacting Vodafone for renewals of contracts and upgrades via phone and as a result been railroaded into ridiculously long 24 month contracts with no benefit for our loyalty.
Subsequently on comparing our contract deals with friends and colleagues not only are we in a worse position in terms of phone upgrade, contract length and bundles (inclusive minutes, data and texts) but we have also seen a substantial increase in our bills.

Obviously we are quite disgruntled at our packages as it appears that despite being with Vodafone for over 18 years with 3 contracts averaging about £100-150 excl vat a month we are worse off than if we moved to other networks.

I have been using the iPhone 3g handset contacted you on several occasions regarding inconsistences with network coverage and faults with the handset. This was replaced on 2 occasions however despite this the handset is still not working optimally. I became frustrated with having to wait for Vodafone to go through the process of collection and delivery, of which are most inconvenient, as I have had to request time off from my medical degree in order to be in to hand the phone for collection or wait for delivery as you do not offer a courier service at weekends.

As a result, I had intended to upgrade to the iPhone 5 along with the other 2 contracts as I have been contacted for a while that some of our contracts were due for renewal.
Having registered for updates online and speaking to 2 Vodafone representatives (Preston and Raj) I was told I was eligible for an upgrade for only 1 number and the other two were not due until Jan and June 2013.
This was a shock as when I previously upgraded the 643 number in Oct. 2011 for 4s I was told I was eligible for upgrades at 12 months for all my business numbers.

It appears Vodafone have repeated inconsistences between what we are told between various representatives and then what is emailed to our account as having pre registered for the iPhone for all our numbers I was then informed that none of the contracts are eligible for upgrade.
We are fed up of everyone we know with other providers being able to upgrade to the latest phones with cheaper tariffs and better minutes, texts and data deals.

This is the final straw for us. We again contacted Vodafone regarding our upset and they did not appear to be interested in honoring loyal customers so we have requested to terminated all 3 contracts and move to another provider unless something is drastically done to improve our phone deal.

It appears Vodafone is more interested in enticing new customers to join the network but long-standing ones like us are not offered any better contracts or deals and instead are forced into 24-month contracts for a worse deal.

Please understand that 24 months is a long time in the real world. In that time I may have moved overseas to complete my medical training or changed jobs and thus no longer require the same contract.

We originally started with 12 month / 18 month contracts and have not wanted to move from these but admin on the telephone side have changed our contracts to 24 months despite our grievances and not converted them back. In addition when discussing our plans to leave Vodafone, instead of listening to our concerns and finding a solution to improve our current plans we have merely been told to leave when our contract finished and offered no further benefits.

In summary there appears to be a general lack of respect for existing customers like ourselves and we are not only prevented from accessing better deals which are offered by your rival providers but we are also not offered any discount in return for 18 years of loyalty and 3 contracts.
As you can see we are exceedingly frustrated by your attempts to lock us into lengthy contracts without any improvement of the services offered or any reward for staying with Vodafone.

I beg you to reconsider how you treat your customers and *reward* us for our loyalty rather then punish us!

Having reviewed the business packages offered by Vodafone online, to rectify this situation and to retain us as customers we would be interested in:
- 3 brand new iPhone 5s free
- 3 identical contracts of 12 – 18 months
- unlimited minutes
- unlimited texts
- 3 GB of internet (as offered by orange and T mobile and Carphone Warehouse)
- 750mb of BT openzone
- monthly costs of £25 – 30 excluding tax.

If these cannot be honored we will be forced to leave Vodafone and tell all our hospital, GP and work colleagues along with friends and family to avoid Vodafone at all costs.

I do hope you understand our frustrations and will endeavor to rectify the situation.

Yours sincerely,

Discodave

Not so much of complaint but more of a query...

I upgraded in March to the S2, and pay £20.50 a month for

300mins
250mb data
Unltd Texts

Upgrade due Feb 2014

Now, my query (mainly for Heidi), or another one that could help, but I would like to change my tariff. However, It seems to be given me options for NEW tariffs, and not ones already available to me as part of tariff change on my monthly contract.

I'm using my minutes and data more than I normally would (and have just reach my 250mb with 9 days to go). As I loyal customer to VF (8years at least!), I am looking to increase my minutes and data, but want to pay as less as possible!

Can Heidi, or anyone help with this issue

billyboy2468

update still waiting on vodafone contacting me,could be a while,meanwhile i will probably get hit with another bigger bill in a couple of weeks time

Discodave

can someone please direct me, or explain how to change you price plan/tariffs via the VF site?

@HEIDI ... are you able to take a look at price plans .. all im trying to do without success is change my plan for the remainder of my contract to increase minutes and data from 300mins/250mb data to 600/500mb but VF keep telling me I need to take out another 24month contract, which should need to happen.. Not sure if it matters, but I have the white Samsung S2