Vodafone complaints

Johnny_Disco

Can I be bothered to list all the problems I've experienced with Vodaphone (and still are experiencing some)?

No, not really. Basically they are not fit for purpose. As soon as my contract runs out I'm off.

I've gone down all the routes I can think of. Endless calls to customer services from a PAYG (and paying for the privillage) because my business tariff line won't connect or has no service (funny the PAYG one does, in the same room!).

Contact via the facebook page (which got the quickest response). which then switched to e-mails and now they've stopped bothering to keep me informed.

Telephone call to the CEO (I found his number on some CEO contact website) the call got headed off by the secretary but it was the right place, got put through to a special team working direct for the CEO (allegedly). Fixed one of the problems (took over a week to do it mind) but not the rest.

I've come to the conclusion that life is too short, and as one of the vodaphone representatives told me, I am just one of millions of customers, if I vote with my feet, no one will notice or care.

RIP customer service

Schnapps00

That's one way of looking at it Johnny Disco, the other way is if you post your complaint letter on a fb account with 450 friends able to see it, they all also advise their friends never to go with Vodafone and it happens once more in turn, all of a sudden = 91 million customers reached, which I think is more than enough.. ;-)

Johnny_Disco

Schnapps00 wrote: »

That's one way of looking at it Johnny Disco, the other way is if you post your complaint letter on a fb account with 450 friends able to see it, they all also advise their friends never to go with Vodafone and it happens once more in turn, all of a sudden = 91 million customers reached, which I think is more than enough.. ;-)

I'd have to agree with you there Schnapps, I think that is why I seemed to get a better response when I went the FB route. Maybe I'll have another go in the new year.

:beer:

Vodafone

Hi midian,

Thanks for updating the thread following our conversation last week.

Schnapps001 and Johnny Disco,

I'm sorry to read about the respective difficulties you've experienced.

To enable me to help you 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'll 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

crispy_chris

I must say I've been a Vodafone customer for about 10 years and have only recently needed to get in touch with their customer support team as I've had no end of issues since my recent (November) upgrade.

Firstly the vodafone website says my home address should receive 'Strong' 4G signal both inside and outside. This is clearly untrue as I don't get 4G within miles of my home. When I try to speak to someone about it I get all manner of excuses and explanations which all contradict each other. So far I've had
1) It's your phone - which it isn't as I connect to other 4G areas fine
2) It's your local mast - possibly it is, although it's not showing as a fault on vodafones website
3) 4G hasn't been switched on in West Yorkshire yet - a blatent lie as most Yorkshire cities now have 4G service.

I then called up as despite getting spotify free for 2 years with my contract I was charged £9.99 on my most recent bill. The initial explanation from the call centre staff was that it was a purchase and not related to spotify at all. I had to point out to her that my bill purchases are itemised and it clearly says "Spotify Premium Mo" next to it.

It just seems like their customer service staff are thoroughly imcompetant at best and downright liars at worst. I don't understand why I, the customer, need to explain to Vodafone how mobile phones handsets and signal works.

Really disappointed though, hopefully won't need to get in touch with them again otherwise I may have to jump ship come renewal time.

MataNui

crispy_chris: Vodafone coverage maps are a complete work of fiction. How they are allowed to use them to advertise services is beyond me. They are an outright lie. These past couple of years i have had a lot of need to contact vodafone and i really cant work out if the customer support are just lazy or deliberately lie. After a recent phone call from retentions i suspect its the latter. This is why i told them that i simply wasnt interested in staying. I will be waiting a couple of weeks (till Christmas is out of the way since i dont trust that the number transfer will be as straightforward as its supposed to be) then i will be leaving.

Vodafone

crispy_chris wrote: »

I must say I've been a Vodafone customer for about 10 years and have only recently needed to get in touch with their customer support team as I've had no end of issues since my recent (November) upgrade.

Firstly the vodafone website says my home address should receive 'Strong' 4G signal both inside and outside. This is clearly untrue as I don't get 4G within miles of my home. When I try to speak to someone about it I get all manner of excuses and explanations which all contradict each other. So far I've had
1) It's your phone - which it isn't as I connect to other 4G areas fine
2) It's your local mast - possibly it is, although it's not showing as a fault on vodafones website
3) 4G hasn't been switched on in West Yorkshire yet - a blatent lie as most Yorkshire cities now have 4G service.

I then called up as despite getting spotify free for 2 years with my contract I was charged £9.99 on my most recent bill. The initial explanation from the call centre staff was that it was a purchase and not related to spotify at all. I had to point out to her that my bill purchases are itemised and it clearly says "Spotify Premium Mo" next to it.

It just seems like their customer service staff are thoroughly imcompetant at best and downright liars at worst. I don't understand why I, the customer, need to explain to Vodafone how mobile phones handsets and signal works.

Really disappointed though, hopefully won't need to get in touch with them again otherwise I may have to jump ship come renewal time.

Hi chrisy_chris,

Thanks for making me aware of your concerns.

For further help with network related issues I'd recommend following the troubleshooting steps on our eForum, which have been linked to here.

To enable me to look into the concerns you've raised regarding your account, 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'll 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

Tjrw1985

Sorry to tag onto this thread.

I have now been waiting confirmation of my EAP Discount for over a week now and your website states this should be done within 48 hours.

I have emailed them twice and no reply to the 2nd e-mail.

Please advise this has been done, as, as per normal, I encounter one helpful person at Vodafone when doing my upgrade and several unhelpful ones, resulting in stress, and a higher phone bill than normal.

baldnunn

I am still annoyed!!

Having emailed the CEO a voicemail was left for me to phone them on an 0870 number - nice expense for the customer!! Then, I had several queries, NONE of which were dealt with (or even attempted to be dealt with.)

1: I wanted to complain about a member of VF staff lying to me - they could't be bothered to take details but will give feedback. (Who to, if they take no details.)
2: I wanted to complain about a member of VF staff calling me a liar - they could't be bothered to take details but will give feedback. (Again, who to, if they take no details.)
3: I wanted to complain about a member of VF staff hanging up on me - they can't be bothered to take details but will give feedback. (Yet again, who to, if they take no details.)
4: Last week I requested an unlock code for my old iPhone 4s. As I had the temerity to expect it within the promised 48 hours I phoned up after five days, and because I phoned up expecting customer service Vodafone played a trick on me, placing me at the bottom of the request pile! Big laughs for Vodafone but a spoilt Xmas for the recipient of my old phone...... at least they all had a laugh at our expense.
5: Vodafone apparently appreciate that the above action was wrong but refuse to make amends by expediting my second (unnecessary) request.
6: I requested a return bag so that I can return my new phone and leave Vodafone. Promised quickly but no bag delivered!
7: A Vodafone chap in Scotland refused to refund a £19 charge when I was promised a free handset (see #2, above) but when I phoned up later asking for my original call to be listened to, thus proving the offer of a free handset, so that I can leave and the final bill will be correct the £19 is refunded without question. I therefore feel encouraged to leave with no encouragement to stay.
8: I have also noted that I sometimes get a text from VF asking for feedback following a conversation with a CSA. However, these texts only come when the CSA has helped, never when the CSA has lied, called me a liar, hung up on me or refused to assist. What's the point of this system if VF only solicit feedback from satisfied customers and never from those that VF have treated like scum?

It would appear that the Vodafone ethos that the customer is always WRONG. From experience and anecdotes it appears that the mobile phone industry all treat their customers like scum but it would appear that VF excell in this field.

Vodafone

Hi Tjrw1985 and baldnunn,

I'm sorry to read about the experiences you've recently had.

To enable me to help you 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'll 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