Vodafone complaints

paddy29

Vodafone_company_representative wrote: »

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

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Vodafone UK

Could you take a closer look please? I never got an email that you had replied.

MissyKay

Lee,

Following our conversation this week about the harassing calls from marketing dept i still am getting them it is really getting annoying now and fed up with this harassment. The call log as follows :

0845 606 9659

20/6-14.31
19/6-16.32
18/6-18.23
16/6-17.05

01709 765 330

19/6-1.50
19/6-12.36
19/6-10.36
17/6-12.19
17/6-19.14
16/6-12.38

Seriously do they have nothing better to do then to harass customer like this :mad::mad::mad::mad:

SharonBugs

Hi there,

I'm new here and I hope you don't mind me intruding into this thread, for I cannot find the NEW thread button.

I need some help and advise.

The issue I have with Vodafone, they billed me in June 2014 and debited my bank a/c of £215+vat for data usage in Europe.

Back in April this year, we paid £6 for a 1gb upgrade on top of our existing 1gb data package +unlimited text and calls during our travel thru Scotland. We did not use any of the data upgrade so I called vodafone to query if it was a one off charge or ongoing monthly charge, they advised It was ongoing so I cancelled it and since we were travelling to Europe in the next month i told them we could re-activate it again.

I also advised them that we had very poor phone coverage in the whole of the 12 mths contract, and the CSA could see our unlimted calls package usage was nearly zero and i asked if there was anything they could do for me. I also told the CSA I am very unhappy about the service as they won't change my contract of unlimited call minutes becoz when informed them i can't get any coverage, i was 4 weeks into the contract, instead of 7 days from the start of contract. This is my personal phone..I hardly use it as I have my company phone (also with Vodafone). it took me 4 weeks to finally decide it is not my old phone but Vodafone lack of coverage where I stay as I hardly use the phone.

Anyway, in compensation, they offered me unlimited data package free for 3 months on top of my existing package that was already expiring in May (one month later), I was very pleased with this and informed the customer service agent it would come in very handy on my trip to Europe in June, and I was quite happy to stay on my current package for another three months for the Unlimited data.

During our trip to Europe, we had mobile phone and txt roaming disabled and were using wifi only. On returning I checked my bill online and was shocked to see bill for £280.

On 19/06 I called Vodafone customer services agent (csa), they informed me the bill was for data usage in Europe, and that the unlimited data upgrade was for use in UK only; and they could do nothing as the csa should have advised me of this when she gave me the free unlimited data for 3 months.

This is obviously not the case as I was not made aware of it and told the Vodafone that it made no sense for me to incur data usage charges in Europe had i known that the 3 months unlimited data was only applicable to UK usage. I would have purchased additional data @ £6 per 1gb for my Europe trip, had I known that the free unlimited data was not applicable for Europe. It was obvious the CSA did not informed me of the condition when she gave me the 3 months unlimited data even when I mentioned about it being helpful when we go to Europe. I even had the CSA checked if my European data roaming was activated.

Hence, it is obvious she did not informed me about the limitations with the unlimited data freebie. I am sure you will agree, nobody in the right frame of mind will have intentionally incurred additional charges when all it would have cost them was additional purchase of £6 per 1GB before they leave for their trip. We knew we will be using lots of data during our travel in Europe as we have always done so in our past 4 trips in 2013. Had we know it was UK only unlimited data, we would have said no thank you to the CSA upgrade, as we hardly use up 1 GB a month when we are in UK. Again, bad coverage when I'm staying.

So I requested the call centre to escalate my contention to her superiors and get my issue resolved. She advised me I would have a response within 48 hours on 21/06. No response so I called them again on 21/06, went through the whole issue with another csa; he put me on hold then came back and offered to credit my account with £15 immediately and assured me he will follow up on Monday 23/06 (today) and call me back as it was the weekend and no decision makers were available. I advised him I didn't want £15 credit I wanted my issue resolved and refunded. Again today, no response from vodafone as of now 20.40hrs on 23/06.

I can't help but to feel Vodafone is not interested to help me resolve this as they have already took the money out of my bank.

I would very much like to resolve this ASAP. And will appreciate any suggestion as to how, without me constantly having to call Vodafone and them constantly telling me they will call back and not do so. It is not just about the money. It is the principle that if Vodafone is not training their staffs properly, why should the customer suffer. Again, it is arrogant for Vodafone to insist the CSA would have advise me of the condition of the freebie, when she obviously didn't. It is unacceptable for Vodafone to basically say "too bad that the customer didn't know but we are still gonna bill you anyway".

They have my record and could see that this is not the first time I'm using Vodafone's Europe data roaming. I know how it works when travelling out of UK. We have been using their Europe roaming 4 times last year. Which i was very pleased when i got a text in Folkestone, that my Europe roaming charges has gone down from £3 to £2 per day. There was absolutely no reason why I would have incurred additional charges with data roaming in Europe, when all I have to do was purchase additions data before I leave. As I have done the month before.

Hope someone can help me here.


Best Wishes
David (and his very upset wife Sharon)

SharonBugs

:rotfl: I've found out how to post new thread.

mobilejunkie

SharonBugs wrote: »

:rotfl: I've found out how to post new thread.

But you haven't found out how to delete duplicate posts....

Vodafone

Hi wing.nut007,

Thanks for your time yesterday.

As promised, I'll get back in touch with you later today.

paddy29,

Could you email me via the contact details posted in the thread I linked you to?

MissyKay,

I'm sorry to see that this remains unresolved. I'll chase things up and update you as soon as possible.

SharonBugs,

Thanks for making me aware of your concerns.

If you're still in need of help with things, email via the contact details posted in post 2507 above.

Kind regards,

Lee

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Vodafone UK

wing.nut007

Evening all,

So I’ve had a couple of PM’s asking how I was getting so I hope you don’t mind me doing so Lee but I thought I’d share a progress update with people.

Lee (Vodafone representative) called me up yesterday to discuss the ongoing faults with my phone (despite 2 repair attempts) and the fact that their repair centre managed on the last attempt to scratch the phones screen.

So despite an apology for all the inconvenience, the fact he appreciates the situation is far from perfect etc etc the information from Lee is that I need to return the phone for a third time via a store or postal pack so they can yet again attempt a repair. (Apparently it would get expensive for Vodafone to replace every defective phone even when there’s so clearly a problem) – hey think nothing of the cost and inconvenience to the end user will you.

On the plus side Lee has said that he will make sure he rings the repair department to tell them that my phone’s already been back for repair on two occasions and on the last occasion it was damaged. He also added that he’d mention to them that I’m now posting on a public forum (odd he mentioned this I wonder why).

Not sure what Lee’s phone call to the repair centre is intended to do after all you’d like to think the same repair efforts are put into sorting a faulty phone whether your posting on a public forum or not. It’ll be interesting to see if this third time they do manage to fix the phone after all if they do it would certainly call into question the abilities of the engineers on both the previous attempts.

Whilst on the phone to Lee I did mention that being without a phone even a totally inferior one (they always are) was a big no and that I believe my insurance policy entitles me to one. I asked Lee to confirm that a loan phone will be available at the Vodafone Bracknell store on Wednesday (tomorrow) when I intend to drop the phone off. Lee informed me that he’d need to check availability but would get back to me by today, Tuesday which to be fair he did.

Unfortunately he’s not heard back from the Bracknell store about a loan phone (seems it’s not only us customers that have to suffer) so he doesn't know if they’ll have one available. I've agreed that I’ll still drop my phone off (after all I do want it fixing) and if Bracknell doesn't have a loan phone available Lee has informed me that Vodafone will make an “except to the rule” and courier one to me (how very nice of them pity they can’t just courier me a replacement phone).

I must admit it was a tad amusing when Lee told me I wouldn't need to wait in all day should they need to get a phone to me as the courier would text me with a one hour time delivery slot for the loan phone – that could be a little tricky seeing as Vodafone will have my phone by then. We managed to clear that hurdle by supplying me pointing this out to Lee and supplying him with my other half’s number as another point of contact – at least her Vodafone phone works. Let’s just hope they do have a loan phone at Bracknell otherwise it could get a little complicated what with Vodafone texting someone else’s phone to try and deliver a loan phone whilst my phones with them for a third repair attempt.

Wouldn't it have been great if my phone could've just been fixed or replaced (and of course not damaged) on the previous attempts then we could have avoided all this planning for what ifs and maybe's and I'd have been a much happier bunny to boot. I must admit I didn't have the heart or patience to tell Lee that delivery will be practically impossible as my work dictates I’m never in one location for more than a couple of hours let alone a whole day and that personal deliveries are usually rejected at my other halves work. I guess we just try and cross that bridge if and when we come to it.

So in summary my dealings with Lee have resulted in very little practical help baring of course that all important phone call to the repairs department (let’s hope it does the trick) and the offer to make an “exception to the rule” and courier me a loan phone I’m told I’m entitled to (and presumable pay for somewhere along the line) if there’s not one available at Bracknell.

So there you go lovely people my the update some of you have asked for and thanks also for the comment that twitter has been known to work well – I’ll bear it in mind.

wing.nut007

So update number 2
So today I’ve taken several hours out of my day off to drop my faulty phone to Vodafone’s Bracknell store and the experience has once again left me absolutely livid.
Due to all their systems being down they were unable to book acceptance of the phone on their systems and have had to do a manual repair booking, which at a guess will only lead to a delay in getting my issues sorted.
Now you’d have thought that after me requesting that Lee ensure a loan phone was available for today that they’d have either made sure there was one available or at least taken the time to call him back and tell him there wouldn’t be that way at least me THE CUSTOMER (sorry I needed to put it in caps because at the moment it really does feel as if Vodafone think they’re the customer) could be given prior notice of there not being one available.
So as you’ll have guessed there was no loan phone available but what was particularly unhelpful was that I was not told this (despite telling them almost the moment I entered the store that I would require one) until the sales assistant had taken an absolute age filling out all the paperwork, speaking to their call centre and then kindly assisting me in wiping my whole phone. Absolute genius.
So having waited whilst they do all the paperwork wiped my phone (I have backed it up at home so I can restore it once my phone works properly) and then told me they don’t have a loan phone they then ask if I still want to drop it off for a repair. Well after being stood in the store for almost an hour (not to mention the car parking, time to get there etc.) whilst they faff with broken system’s, paperwork, id checks, their call centre, other customers etc. I just want rid of the thing actually I just want rid of Vodafone, please is there a way out of this because really truthfully I don’t see any light at the end of the tunnel I really don’t!
So having been told there’s no loan phone available I did what the cheapest available phone was at which point they pointed out it needs to be an android phone for me to be able to access my google contacts list. Well apparently its £50 or I could pay £60 and buy the same phone they offer out as loan stock (YES THEY DID HAVE THEM IN STOCK TO BUY) and no they couldn’t do anything on the price, and then it occurred to me why should I have to pay for a phone to cover me whilst my Vodafone - insured - ENTITLED TO A LOAN PHONE - pay monthly whatever it is away for a THIRD YES THIRD repair attempt and sorry I almost missed of the fact that the screens now needs sorting because on the last botched repair attempt they scratched that too.
To be honest the three store visits associated with this issue have been a disaster.
- Visit one to Reading faulty phone refusal to accept it for a logged repair. Eventually sent away not repaired.
- Visit two Vodafone head office I had high hopes here. Phone accepted loan phone available, great but not to be. Phone damaged whilst being repaired – sorry not repaired meant.
- Visit three Bracknell. High hope here Lee’s on the case all’s going to go smoothly. Sorry sir no loan phones available, we’ll see how we get on with the repair.
So here I am no bloody mobile – Vodafone are still charging me for one though (but then they would) feeling thoroughly !!!!ed off. To boot I am back at work tomorrow and to add insult to injury the newish Vodafone advert “The Call” has just flashed up on the TV. Now I didn’t really see the need to flag it up but yes that is what I do and yes that call can be incredible important. Apparently Vodafone supports 77% of the emergency services with their strong networks well I can tell you that’s not my experience when my phone actually does work or come to think of it when I actually have a phone in fact they’ve pretty much failed me at every point of contact about this ongoing issue.
So I guess Lee we’re over to you and Vodafone dong the “make an exception” bit and getting me loan phone or maybe just maybe just maybe this could be sorted in a flash by getting me what at the end of the day I do pay for a fully functioning S4 phone.

wing.nut007

Apologies I don't mean to hijack this thread but I think it's important that people actually see how poorly Vodafone treat their customers and as people have asked I intend to continue updating. Without my updates it would appear from Lee's brief update than king me for my time that all was in hand when clearly as you can no doubt see it's not!

Lee,

I understand that you tried to contact me via my girlfriend’s phone however it kicked through to voice-mail just as I got there the joys of feeding children and trying to answer the most important call of the day.

It would have been useful if you’d left contact details so I could have at least got back to you, or maybe you could have said that you’d try again in 5 / 10 minutes at least that way I could have made sure I was available. I am absolutely livid with Vodafone and the attempts so far to sort both the ongoing phone issues and now the issue of me not even having a phone. Leaving me no contact details but a message telling me you’ll try me again tomorrow is absolutely useless quite what that does for me I’m not sure. You could have at least said if you’ve got visibility of my phone repair on your system or come to think of it how I could at least get back in touch with you or your team. I have to ask the question what happens if the situation repeats itself tomorrow or the day after – do you or anyone at Vodafone actually have any intention of dealing with the issues in hand?

So far Vodafone’s attempts to fix my phone have been an absolute joke the fact that I am now without a phone only adds to my anger. Whilst I appreciate that you have called and spoken to me on two separate occasions at no point have you said that you’ll actually sort the problem and this has been extremely disappointing.

The cost to me of this whole sorry episode is getting to be quite ridiculous. There’s the time spent speaking to your call centres – numerous occasions (just spent over 30 minutes, calling to try and sort a loan phone – spoke to Mossa, his manager wasn’t available so I told him the details of the loan phone offered by Lee – sorry I don’t know anything else about him as he’s provided me with any other information - and would require this organising. He’s promised his manager will call back tonight – I must admit I’m not going to hold my breath), time spent backing up then restoring my phone every time you tell me I need to send it away for a repair (now 3 times for each), time spent at your Vodafone stores dropping off and collecting my phone (3 times), time spent travelling to and from your stores, time spent without my phone (soon likely to be upwards of a month), time spent waiting for the phone to work when it decides it’s not going to because it’s not been properly fixed, time spent typing this because Vodafone are incapable of dealing with the problem. All I am looking for is someone to take ownership of the repair / replacement of my phone and get in sorted is that really too much to ask?

Vodafone

Hi wing.nut007,

Thanks for updating the thread.

As you'll appreciate, our aim is to make sure that all repairs are successful and dealt with as quickly as possible.

I accept that your experience hasn't been ideal, however, I am trying to help you as much as possible to make sure things are fully resolved.

I've just tried to call your girlfriend's number again and left a message saying that I'll call her at around 2pm today.

Kind regards,

Lee

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Vodafone UK