Vodafone complaints

Vodafone

Hi glenngill35 & MissyKay,

Thanks for coming back to me.

I've got your emails and will get back to you as soon as possible.

Kind regards,

Lee

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Vodafone UK

glenngill35

Hi Lee,


thanks for calling today and confirming by email that you have sorted out my issue ref #7161168.


I am very pleased that you could help resolve my complaint.


Regards glenngill35

Vodafone

You're more than welcome glenngill35.

I'm glad I was able to get things sorted out for you.

Kind regards,

Lee

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Vodafone UK

wing.nut007

Hi Lee,
I’ve had absolutely no luck getting an ongoing “hardware” issue with my Samsung Galaxy S4 fixed, so I figured I’d give it a go on MSE.

My phone issue revolves around two ongoing phone issues.
1. The phone randomly displays the fault message “Not Registered on a Network” when I try to make a call. There is no set pattern, it’s happened in various locations and the length of time the fault lasts, therefore no allowing me to make any calls varies. Rebooting the phone sometimes fixes the fault but on other occasions if fails to do so. The fault only appears to affect the phone when trying to make a call and can last upwards of an hour.

2. The second is a SIM card reading issue. There are two errors associated with this; the first being the phone displays the error message “SIM Card Not Inserted” and the other “SIM Card Removed” together with a picture of a SIM card with a cross through it. Again there is no set pattern to the fault. This fault is by far the most annoying as there are instances where my phone has been out of action for several hours (demonstrated by late texts, VM’s and people saying they’ve been unable to contact me, once it has decided to sort itself out). The only way to fix this fault appears to be to reboot the phone however this can take any number of attempts for it to recognise the SIM and relies on me actually seeing the fault message before knowing to reboot).
I have attempted to get the phone fixed on several occasions. I’ve had numerous calls with your 191 number where I’ve been told to try software updates – I've done this numerous times and it has not solved the problem. I’ve been sent / given approximately five different SIM’s, again this has not solved the problem.

I’ve had a repair raised and was told via your 191 number that I could walk in and drop it of at any Vodafone store. Tried that (Reading store) but apparently here you need an appointment to drop off a phone for a warranty repair and guess what they had no appointments for the day I went in, in fact no appointment for almost a week. To top it off, somebody walked in off the street having just dropped their phone and smashed the screen and they accepted it. I did ask why he was able to do so and was told that his was an insurance claim mine a warranty issue – but I have insurance I explained and was told that it didn’t matter as mine was/is a warranty issue ahhhhhhhh. This was very frustrating!

The whole experience was made even worse by uninterested and unhelpful staff. The crazy thing is, that while I stood in the Vodafone store (and getting absolutely nowhere with their completely uninterested staff) I had to call their 191 customer helpline to organise another way of getting my faulty phone to Vodafone so it could be sent for repair. Eventually the phone was returned to Vodafone for repair Royal Mail!! The reference for this repair is 7805886.

Upon receiving the phone back in February it had exactly the same faults and although Vodafone did send out another postal pack I decided at the time it to inconvenient to be without a phone whilst it was away for a second repair attempt.

More recently the faults became more frequent and I decided to return it to Vodafone once again. This time I decided to do it via there Newbury headquarters store guessing that maybe the service would be better and at least I’d be guaranteed a loan phone. So I returned the phone for a repair via this store (the in-store technical guy actually said the fault sounds hardware based and therefore without the phone being replaced something he was unable to organise, it was likely to come back with exactly the same faults). The phone repair was logged (Ref: 8020187) and the booking in record included the phones condition which was recorded as “Good condition – No scratch, no missing” the guy even commented no one could fault the phone's condition.

Having delayed the planned early set off time for our family holiday in order to collect my phone, how annoyed and frustrated was I to see that there were scratches on the screen. When I told the manager he had the cheek to question whether it was scratched when it was dropped off - which obviously was not the case as the notes clearly stated it was in good condition, no scratches!

On the basis that he promised to sort a satisfactory solution (he didn’t have any S4’s in store in Blue) I left with my phone having signed the paperwork to the effect that the screen had been damaged.

Before leaving Newbury HQ, I made the manager fully aware of the fault history and his techies belief that the fault was probably hardware based. In view of this and the fact that Vodafone have now damaged my phone I naively thought the solution I would be offered would be a replacement S4 however it appears this is not to be. The manager has now contacted me via e-mail without even the hint of an apology, and requested that I return the phone to any Vodafone store (call ref: 2011977) whereupon it will be returned to the repair centre so a senior engineer have a look at the scratches. Look at them why? Surely it would make more sense for him to repair them?

On top of my phone having the screen scratched by Vodafone yes you’ve got it all three faults have once again displayed themselves over the last 10 days. I’m on holiday and have used my phone less than 30 times yet there they are. So once again I’ve had to call your 191 number to raise another repair call (I’m still to send / drop the phone off) Job ref: 8043526 for a third time/fourth if you included the screen as a separate repair.

I’m not really sure what I need to do in order to get my phone sorted. Maybe I should look at rejecting it under the sale of goods act and stop paying my bill? All I want is the same as any other customer - a working phone - that does what I want it to when I want it to, is that too much to ask?

I do apologise for typing war and peace it wasn’t meant to be like this however I’m absolutely fed up banging my head against a brick wall. I have been a Vodafone customer for a while and this kind of service is disgraceful.

I appreciate it if you would help me either get my phone fixed once and for all, or just provide a new handset for all the inconvenience this has caused me over the past 6+ months.

Please feel few to contact me if there are any questions.

Regards
Ian Scott

Vodafone

Hi Ian,

I'm sorry to see this.

So I can take a closer look at things, 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, quote the code WRT135 - MSE in the subject line.

Once sent, you'll receive an automated reply with a reference number. Post back with this and I’ll check I've received it.

Kind regards,

Lee

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Vodafone UK

paddy29

If I want to make an official complaint about Vodafone who is the industry body I need to contact? Do they have a regulator?

mobilejunkie

CISAS - but you have to wait 8 weeks after the first complaint to Vodafone unless they deal with it.

paddy29

Ok thanks, does it need to be you, this complaint is years old but they never dealt with it at the time.

Vodafone

Hi paddy29,

If this relates to the concerns you raised last year, I replied to you here.

If you'd like me to take a closer look at things, let me know.

Kind regards,

Lee

Social Media Comms

Vodafone UK

wing.nut007

Hi Lee,

Than you for the prompt reply. It would appear I've manged to send you my details via the form no less than three times - sorry. As a result I have been sent three customer care reference numbers these being #7223751, #7223752 and #7223779. Please let me know which reference you with to deal with my issue under and I can then ignore the other two.

Many thanks
Ian