Vodafone complaints

MissyKay

To Vodafone Rep,

I had email from Vodafone Customer Services stating that problem was with the handset and i need to send it to be repaired not sure how many handset will have to be repaired before my contract ends as within a year i have already sent my handset which could not be repaired therefore given a refurbished handset which had many problems and still having the problems i mentioned in my initial contact, getting annoyed with having to keep sending my phone don't have BB services for a week then been given some handset which will not work going round in circles getting very annoying now and anticipate for the day my contract ends and no mention of Vodafone ever again :mad:

Missykay

Vodafone

Hi MissyKay,

Thanks for returning to the thread.

I'll take another look at this and get back to you as soon as possible.

Kind regards,

Lee

Web Relations

Vodafone UK

lcjpm01

I have spent all day on the phone to your company. Getting no where.
Basically my Bold 9590 developed a fault a couple of months ago where the screen condensed up and then a few weeks later started going crazy.
I have now been told that this is my fault and I have to pay for a 4 month old phone to be fixed.
The phone has not been dropped in any liquid though I have been told is must have been in a ''the computer says yes'' type of way. I have been passed from pillar to post. Promised ring backs. Basically treated as an inconvenience rather than a customer.
I have shown links as to show that this is a common problem with the phone yet I get the feeling the believe me to be a liar.
It is not the greatest customer experience I have ever had

MSE [#11796612]

lcjpm01

Well it looks like I have lost this one. Company policy is that any liquid ingress no matter how small. Even if the white indicators are still white voids the warranty.
Been told time and time again it is upto me to keep perfectly dry which to my best of knowledge I had. It is a shame I have to put up with the contract for another 18 months.

Vodafone

Hi lcjpm01,

I can understand your frustration.

Although I can't guarantee a different outcome I will get back to your email as soon as I can.

Kind regards,

Lee

Web Relations

Vodafone UK

kartingmad

I have one word for vodafone and there coverage and customer service and that is absolutely disgusting. Had a contract with them fine then was offered Ipad 3g version so I could use it outside my home fantastic. O no 3g anywhere surprise surprise now have a £557 bill they expect me to pay went to ombudsman and they have said vodafone do not have a very important call that they needed to listen to so they cannot do anything. hmmmm im sure they know there in the wrong so they 'accidentally' deleted the call.

lcjpm01

Shamefully Vodafone will not repair my phone unless I cough up £100. However Blackberry having seen the photos( the very same ones as I e mailed Vodafone) will fix the phone FOC. Ironically the call from the directors office of Vodafone claimed their customer service was second to none and a whole lot better than O2 whom replaced one of our managers phone when he had a similar problem.
Perhaps Vodafone could learn a thing or 2 on how to treat customers from Blackberry and O2. It is a shame I have 18 months left on my contract. I would leave Vodafone in a blink of an eye if I could afford to. They could redeem themselves and let me out of the contract however given they care little for their customers or how they treat them this will not happen.

Black_tourer

Lost my phone back in mid July. Made a claim which was processed and I was informed my htc wildfire would be delivered on Thursday 25 July between 8.00 and 18.00.
On Thursday at 08.09 I was informed that the order was delayed and it should be with me the next day.
So I tried to arrange things to do a bit of work on the Thursday as I knew I would have to have Friday off!
Friday came and went with no phone.
Since it was the weekend I left it till the start of the next week to call.
I called and was told that the phone not only hadn't been delivered ! It was out of stock ! I was given a £10 credit as a gesture of goodwill.
I was told it should be in stock within 10-14 days and I would be informed shortly.
I borrowed a phone and because of work commitments and child care the case had completely slipped my mind until I received another bill from vodafone which of course had charged for the new phone (£25 insurance charge) and was continuing to charge for insurance cover which was useless as it didn't cover my borrowed phone!
So, on September 4th I called to ask what was happening. I was told the phone was still not in stock!
I then repeated my description of the problems I had experienced, which I was again offered a £10 credit. For me this was an insult. I had lost virtually two days of work, was not kept informed, have had to borrow a handset, and not given any options. The lady then offered me £70 which I thought was better than nothing so accepted it, with her texting me a list of 5 phones which I could select instead of the htc wildfire.
Received the text and checked out the phones and rang on Friday evening to select one.
I was then told that I could not select a different phone as the wildfire was already selected!
After being put on hold for 3 occasions, during which time I was told I would be put in touch with someone who could help me, then, that he was speaking to someone who could help me, I was told he would ring me back in 20 minutes.
The phone rang 40 minutes later with Mohammed informing me that the insurance office was now shut, but, he would take charge if the case and sort it out for me within 48 hours. So that's by Sunday evening.
Along with this after the first 'hold' I logged into the account and found that I had been credited with £20 not £70 ! I complained about this also, and he said he'd look into it.
As vodafone record all there calls, I'm hoping that will be made available to me.
So 7 weeks on from loosing my phone, I'm not holding my breath.

jrdinuk

After 15years with vodafone I will be leaving them asap. I have had issues with data reporting. I have 2 x vodafone apps, 1 x iphone 5 data counter on my phone & when cmpared to vodafone internal data system all show different amounts, 1.7GB to 4.1GB. Obviously this is a customer fault & vodafone can do absolutely nothing to assist. I have a data hungry phone & that is the end of the story as far as they are concerned.
Heres my synopsis to date:
I added 1GB to my standard 2GB account for August & on the day it expired I was told that I had already been charged an additional £5 for exceeding my limit even though further conversations with vodafone showed this to be incorrect they decided as a show of 'goodwill' they credited my account. Note: they didnt say it was a mistake, they paid goodwill - stretching the KPIs for OFCOM a little there.
To ensure this was not my phone, I visited a genius (from Apple) who checked everything on my phone & concluded that there is nothing running, let alone installed, that would be causing that amount of data usage in one month.
2 weeks later and my current data has gone out of control. Several unhelpful phone calls later, visits to shops & live chats has resulted in me finding out that vodafone take 72 hours to update your data, no two service representatives give you the same answer, 48 hour call back on escalations means 5 WORKING DAYS & not 2 days like you would expect, 3 attempts to call back does not exist, two of my escalations have resulted in callbacks of 2 attempts in about 1 min & 1 attempt which the network dropped me!!! You then get a message saying thanks for contacting vodafone & everything is now sorted.
Here is the beauty though, after informing me of this next point they are now backtracking & denying it. Any data used on an unbilled period is carried over to the next period even though your contract is for a set period - in essence they 'double charge' you this data & usage.
One last point, I am in London where you would expect good coverage, however at any grouping of people (train station, stadium, airport) the phone will tell you it is receiving 3G but it will not work,the little icon just keeps spinning.
Sound like a company you want to waste money on? Go somewhere else, you only have yourself to blame if you choose vodafone.
I have requested my file so that I can lodge it with OFCOM.

Supatramp

Vodafone are spending £billions on buying companies, they're making £billions selling companies, and yet my local transmitter has now gone faulty 3 times in 7 weeks!!!

That would suggest that they're needing to spend just a fraction of these £billions on their own home network, according to their own customer services they don't even own the local transmitter. And of course the minute you talk about cancelling your contract, they say you can't because they don't promise to provide service everywhere. But I can get a perfectly good service here at home, when the transmitter happens to be working, which it hasn't done on 3 occasions in 7 weeks. About 10 days ago, it was 'down' for I think 4 days, 7 weeks ago it was down for 2 days before I went off on business, so I don't know how long it was actually down for. Now this morning, it's gone off again!!!

When it went off 7 weeks ago, I was eventually told by customer services that I needed a new SIM, so on a Thursday evening I made a 1 hour round trip to a VF shop in a shopping centre open till 9 at night, only to find that when I got there I had a perfectly good signal. I still went to the VF shop, the guy there told me customer services didn't know what they were talking about half the time, I got a new SIM, but hey presto, when I got home my phone once again had no connection!!! On the 2nd occasion I was again told it was the SIM, the customer services woman refused to check my local transmitter, so I went to my local VF shop just 7 miles away. Surprise surprise, I was getting a perfectly good signal there, the guy in the shop had the audacity to tell me that if I didn't change my attitude he'd refuse to deal with me!!! He said there was no point in giving me a new SIM, and I think 4 days later I came home to find that I had a signal at home again.

So............this is the great Vodafone??????? Roll on March till I can move to another provider. And by the way, my wife is with the oft maligned 3, never had a problem with them!!!

It would appear that VF is more bothered about it's shareholders than it's customers!