Vodafone complaints

AMW1981

Just noticed that there is actually a Vodaphone representative on this forum. I have made a first post under Mobile Phones title disgusted with Vodafone... Sorry I cannot post the actual link but not allowed as a new poster.

I hope that in this forum I have found someone from Vodafone that actually cares and is able to properly advise. Thanks in advance

Dibee

Oh I can soo relate to what you are saying I too am at the end of my tether with Vodafone. Have being trying to deal with their Transfer of ownership team - I say trying. This department is not in this country, I as a business customer am not allowed to speak to them, business customer services also not allowed to speak to them (unbelievable I know) I can only contact them by e mail to try and get an update on what is happening. Not a problem usually only this department is allowed to take up to SEVEN days to respond to each e mail. E mail number one took five days and e mail number two has yet to be responded to but it is only early days yet as it was only sent Sunday morning (6 days ago). I have been told one of business accounts was set up incorrectly (two years ago) and I had to take all my documents back into the shop only when I got there was told this had now been sorted only to get an e mail (yipee) four days later asking me for my documentation. I have spent hours over the last three weeks either in the shop (staff have been great) on the phone to customers services (who agree it is ridiculous that no one can speak to this department)and still I have no idea what is happening!:mad:

Silk

grumbler wrote: »

Why is it 12?

I should have said "if" it was the minimum 12 month

Although I did go on to say depending on the phone it may be 24

pint6x

Oh my word, I have cooled off a bit now.

I have had the most frustrating time today with Vodafone and their customer service just goes from bad to worse.

Let's say I have 4 phone numbers - all private. I decide that 1 is going to be my business account, so that's what happens.

I then have 3 private numbers (which my 3 sons use, but I pay for) and my own number which is a business number paid for through my company.

Now, no. 1 son is now a big boy with his own job, so we go into the Vodafone shop in Marlborough and transfer his number to his own account and he can start paying for it.

What they DON'T tell me is that in order to do this, they will DELETE my account from their system, even though it still has 2 other private phone numbers registered on it.

I try accessing the accounts on the website. Nothing doing.

I phone up - I try and get sense from the customer rep - then (for a reason known only to them) they transfer me to the Business line support. So I hold and get put through to Corporate, so I say I didn't want to speak with you - I want to know what's happened to the 2 private numbers I have. She puts me back thru to the private customer phone help bit. When eventually I get to speak to someone, I am told that I should have created a new account. WHAT? How was I supposed to know? They deleted the ****ing account without telling me!!!

By this time I am so incredibly frustrated, having been on the phone for over 25 minutes of which only 3 are actually talking to someone. When I am told, again, that it was my responsibility to create a new account, I lost it, swore at the rep and hung up.

So I go back online. Someone appears out of nowhere offering a dialogue box, so I try again.

Apparently it's my fault that I didn't know the account was being deleted and it's my fault that another account didn't get set up.

Oh, and also, the account has been deleted for MY security and privacy in case the new user of the number that got transferred might access my account. Well, the new owner is my son and he's not really interested in my account.

What I repeatedly stress and do not get a straight answer for is WHY DID NO ONE TELL ME THE ACCOUNT GETS DELETED??

I am so angry by this point I am ready to hurl the computer through the window.

Why can't someone say - Yes - I see your point - that's not very good is it - I'll set up your account again immediately.

Instead of which I am repeatedly told I should have known, the system works this way for my security etc. etc.

This person then asks me for the main number on the new account I'm going to set up - I walk out of the room to go and find my phone so I can look the number up. I am no more than 30 seconds away from the screen - when I get back, this customer services drone has vanished!!!

IF YOU HAVE A CHOICE - NEVER GO TO VODAFONE

They are terrible. I have little choice because there isn't really a decent signal from anyone else around here, but boy do I need to move away from them as soon as.

VODAFONE ARE APPALLING and they compound this with dreadful customer service which is constantly trying to defend their shoddy lacklustre performance by putting the blame on me.

VODAFONE ARE TERRIBLE

fatboyonadiet

Anyone had any good offers on the Sony Experia Z from Vodafone? Looking to upgrade, had an OK offer but hoping for a little better!

gjchester

pint6x wrote: »

IF YOU HAVE A CHOICE - NEVER GO TO VODAFONE

And the next post down will say the same about O2, then next Orange, then Three and son on.


Vodafone seem to be the most talked about but they are by no means the only network that has customer service that is bad at times.

I've been on all networks over the years (and so have many other members), I'd ben very few would say any one is better or worse than the other networks.

pint6x

gjchester wrote: »

And the next post down will say the same about O2, then next Orange, then Three and son on.


Vodafone seem to be the most talked about but they are by no means the only network that has customer service that is bad at times.

I've been on all networks over the years (and so have many other members), I'd ben very few would say any one is better or worse than the other networks.

Maybe, but out of 25 threads on the 1st page of this forum, 7 of them are about people who are unhappy about Vodafone.

Yes, other companies have customer services departments that get it wrong, but in my experience of ringing customer call centres (amongst others, HMRC, Utilities, car companies, supermarkets etc.) none get it so spectacularly and consistently wrong as Vodafone.

For me to be told that I should have known my account was going to be deleted and I should have set up a new one, when I had no idea they'd deleted the old one is just not on.

It doesn't take a genius to realise that a customer who has been messed about and is clearly upset needs someone to say "That's not good - I will fix it" - not to spend ages arguing that I should have known how this was going to work.

I don't want a grovelling apology (well I didn't to start with!) I just wanted someone at the other end of the phone with a brain to sort it out for me. Perhaps that was my mistake, amongst many others!

Vodafone

Hi cineman,

Thanks for making me aware of your concerns.

To enable me to get them looked into further could you email me with your details via the link in our profile here?

All you need to do is copy and paste the link into your web browser and it will take you to the Contact us form on our website.

To ensure that it reaches me could you also quote the code WRT135 - MSE in the subject line and once our automated reply arrives update the thread with your email reference number and I'll get back to you as soon as possible?


Hi Tanita,

Thanks for keeping me up to date with developments - albiet not the news I was hoping for.

Please be assured that I'll follow up on this with you again as soon as I can.

Kind regards,

Lee

Web Relations Team

Vodafone UK

Vodafone

Hi AMW1981,

Thanks for making me aware of your concerns.

To enable me to get this looked into further could you email me with your details via the link in our profile here?

All you need to do is copy and paste the link into your web browser and it will take you to the Contact us form on our website.

To ensure that it reaches me could you also quote the code WRT135 - MSE in the subject line and once our automated reply arrives update the thread with your email reference number and I'll get back to you as soon as possible?

Thanks,

Lee

Web Relations Team

Vodafone UK

AMW1981

Hi Lee,
Thank you for looking into this for me.

I have received the automated reply and assume the reference number is the one given in the email header which is WRT135 - MSE [#11101213]