Vodafone complaints

Silk

anotherdavid wrote: »

That's useful but from my perspective what's the point ?

They know my mast has been down for nearly 4 weeks but still cannot tell me when it might be repaired.

The "point" was to assist Supatramp in being able to post the template being as how the Voda rep is unable to post links

Supatramp

Thanks for your help Silk, done.

Vodafone

Hi David,

Thanks for coming back to me.

As you've now posted on our eForum our Network Specialists will get back to you as soon as possible.

Anotherdavid,

I'm sorry to see that you're also having problems with our network. So we can get things looked into further could you follow the same troubleshooting steps which Silk has kindly linked to?

Becki9001 and Joaloued,

Thanks for making me aware of your respective concerns.

If you'd like me to look into things 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 make sure it reaches me could you also quote the code WRT135 - MSE in the subject line?

Once sent you'll receive an automated reply with a reference number. So I can make sure I've got it could you update the thread with this and I'll get back to you as soon as possible?

Kind regards,

Lee

Web Relations

Vodafone UK

Joaloued

Hi mobilejunkie,

Thanks for the reply. Yes, there definitely was a cooling off period and the phone was returned to the store it was bought from. They assured us that it was all cancelled and that no money was owed by us and also issued the receipt proving we had returned the phone and cancelled the contract.

I probably should have explained better in the original post, I was a little frustrated after an hour plus phone call with a foreign call centre who refuse to do anything except read off a script. I just really don't understand why they were refusing to look up the transaction number or to accept an emailed copy of the receipt from us. The guy also threatened us with credit issues and all sorts. The really upsetting thing is that I am still stuck with a mobile with Vodafone as I didn't cancel mine as it worked. Boy am I regretting that now!

I guess I am just looking for the legal standpoint. If I have proof of return and acceptance of cancelled contract and they took my money anyway, what can I do about it? Also, who pays bank charges etc? I think it should be them, but is there any way to legally enforce that or try and get them round without Small Claims Court or suchlike?

ashaluvvly

I have a large Vodafone complaint, first the phone did not work when purcahsed so cancelled my direct debit till it was sorted as my emails were getting ignored, I eventually got my phone sorted but was in a second dispute as was expected to pay line rental for it.

Eventually I agreed to pay £15 a week towards it by direct debit but first payment by card.

Instead of setting up a direct debit I have had my card charged every week and have been told it takes about 2 weeks to set up a direct debit and you cannot stop card payment automatic.

Even WORSE is that despite having a payment plan in to clear the arrears off by time of a new bill for some reason last weeks payment is not showing and even though I have been paying the weekly installments for a month my phone has never stopped being blocked despite promises that the phone would be unblocked instantly.

So not only are you taking money off my card and not direct debit as promised, my line rental is being charged for a unusable contract.

mobilejunkie

That's where the other problem rears its head. Your credit record is likely to have been trashed for six years after the arrears has been paid. Although I rid myself of Vodafone (having been a loyal customer with multiple contracts for several years) a while back because of the way they treat their customers (to be fair - also a lack of decent cashback contracts) I know perfectly well how awful they are, so i sympathise.

Joaloued - the warnings from their shop about credit problems could have been a genuine attempt to alert you to the more significant issues your planned course of action could leave you in (although knowing Vodafone I won't give them the benefit of the doubt!). Contact their representative on here as he suggested above and you may get an entirely different response from this company.

Supatramp

Vodafone_company_representative wrote: »

Hi David,

Thanks for coming back to me.

As you've now posted on our eForum our Network Specialists will get back to you as soon as possible.


Kind regards,

Lee

Web Relations

Vodafone UK

It was on and off all yesterday afternoon, then was on all evening.

I've just switched my phone on...................AND NO CONNECTION!!!!!!!!!!

How doesn't this constitute a breach of contract on Vodafone's part???

And not a sound from the Network Specialists!!!

Vodafone

Hi Joaloued,

It's just a quick post to let you know that I've got your email and will get back to you as soon as possible.

Ashaluvvly,

Thanks for making me aware of your concerns.

If you'd like any help from me 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 make sure it reaches me could you also quote the code WRT135 - MSE in the subject line?

Once sent you'll receive an automated reply with a reference number. So I can make sure I've got it could you update the thread with this and I'll get back to you as soon as possible?

David,

Having just checked our eForum I'm pleased to see that one of my colleagues replied to your post yesterday.

As soon as you've returned to us with the information needed we'll then be able to look into things further.

Kind regards,

Lee

Web Relations

Vodafone UK

Mikee123

I am now contacting the ombudsman regarding the service and the treatment of customers.
I have spoke to customer relations today again on behalf of my daughter - they do nothing. In fact quite the opposite, Ryan has just advised me that "it is a customer advisors choice if they want to put a manger on the phone to deal with a complaint". Cannot believe he actually said that!!!:eek::shocked: ( don't worry he did his best to backtrack after I repeated it back to him ):T

My daughters complaint

Took a contract - 2 areas do not work specifically, the area she lives and the area she works! :wall:
Basically the two main areas she needed mobile for.

She was advised in 2011/2012 (after many attempts to log a complaint with customer advisors in the contact centers abroad she finally got to speak with customer relations after writing a letter to the chief exec)
She was advised the mast in the area was on private land and a dispute with the landlord to get onto the property was ongoing and the mast needed attention.
She got compensation by way of free months contract for a while and was told should this still be going in 6 months she could cancel her contract free of charge.
Problems still occur and despite attempting to resolve she has had the following:

Calls to customer services cut off :mad:
Calls to customer services cut off after advisors stating she has swore EVEN WHEN SHE HASNT:eek:
Ive had the same as the above when trying to help her.
Callbacks from managers NOT returned.:doh:
Every time and I mean EVERY TIME (more than 10 separate calls) when we have asked to speak to a manager none is around to take the call ( I even held for over an hour to speak to a manager and was told still no manager available):mad:

My daughter was not advised until today she cannot get 3g - have been advised today by customer relations "our contracts all state 3g is a bonus NOT a guaranteed service."

2g does not work. There is NO internet.
YET:
despite the site having numerous complaints about the same thing as my daughter customer relations said today that there ISNT a problem................................... and why do they state this? ...............because she uses her mobile a lot :rotfl:

This is why there is a problem, thats why she needs her mobile to work at work and home too - she is paying for a service and you fail to supply it!!!! Just because she uses her mobile in other areas doesnt mean that proves there isnt a problem!!!

ARE YOU INSANE? SERIOUSLY?

Do you think we have nothing better to do than continuously contact you regarding an imaginary complaint ?:rotfl:


Today Ryan said my daughter has to remain in her contract.
Today Ryan basically told me to go to the ombudsman.
Today Ryan said that complaints about customer advisors are dealt with internally and when I objected and asked "so my daughter in tears over and over when she is being treat this way is in no way a concern for you?" - he then offers £10 as way of apology!

I cannot begin to express my disgust in this company's lack of ability and responsibility to resolve complaints. Don't you realise that without customers ...THERE IS NO COMPANY?

The absolute disrespect, disregard and arrogance from the customer relations team (who dont forget state they are the last stop, since all chief executive letters of complaint go to them ) is wholly unacceptable and to assume that "because they have a contract" they can basically get away with anything is something I fear will eventually bite them on the bottom!

I have to say a large bite is coming your way courtesy of my daughter and myself via the ombudsman.:D

I just hope many more of your "customers" do the same - and I state "customers" because once a contract is signed I fear you see customers as insignificant annoyances that are of no concern or threat to you. BIG MISTAKE.:D

Vodafone

Hi Mikee123,

I'm sorry to read about how unhappy you and your daughter are with the level of service you've received.

If you'd like me to take a closer look at things 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 make sure it reaches me could you also quote the code WRT135 - MSE in the subject line?

Once sent you'll receive an automated reply with a reference number. So I can make sure I've got it could you update the thread with this and I'll get back to you as soon as possible?

Kind regards,

Lee

Web Relations

Vodafone UK