Vodafone complaints

MissyKay

Lee,

Not sure if you had a chance to follow up on the nuisance calls got more calls coming through yesterday had two from both numbers 5 mins apart of each other.

Regards
Missykay

wing.nut007

Evening to Lee and all,

So a further update – with yes you’ve guessed another Vodafone c&*K Up!

So after Wednesday’s pretty poor effort at making contact with myself Lee called my other half twice on Thursday. On the first attempt the call kicked straight through to voicemail (even though she wasn't on the phone and should have had good signal -large Berkshire town -Bracknell but I guess that’s just another of the joys of being on Vodafone), and left a message saying he’d try again at two. I’m not sure if the idea of leaving the message with a call back time came as a result of my previous post but it happened and guess what it worked. yeaaaaaaaaaaaaaaa maybe you should try this more often.

So second call -success we (my other half) if not I are at least talking to someone at Vodafone about sorting a loan phone because yes you’ve guessed despite assurances from Mossa (Vodafone employee from the night before – see previous posts) that his manager would definitely call back with a solution he DID’NT / COULD’NT BE BOTHERED. Can’t say I was at all surprised. The lack of a call back perfectly illustrates the poor attitude and problems I’ve experienced from numerous Vodafone staff throughout this sorry little episode. I date say I'm not the only customer to feel and be treated like this come on Vodafone maybe you should think about getting your act together that way you might actually retain a customer base.

So where were we - After speaking with Lee on Thursday afternoon my other half managed to organise for a loan phone to be delivered to her mother’s house for Friday.

This situation was far from ideal as the mother in law had already cancelled plans for Thursday as I was led to believe on the Tuesday that should a loan phone be required it would be organised by Lee for delivery on the Thursday. The fact Lee never spoke to me on Wednesday and that it was not until Thursday that he actually managed to sort a loan phone with my other half meant the mother in law needing to make her available for the second day running so a courier could actually deliver the phone. (sorry I typed this gone midnight so hope it makes sense- you get the gist of things anyway)

So now not only do I have a Vodafone rep ringing my other half to arrange delivery of a loan phone and the repair of my actual phone I've now got the mother in law staying in (for two days) to accept delivery of a loan phone that really should have been available in store. After all I'd done my utmost to previously check it would be.

So loan phone and delivery organised via my other half Lee also arranged through Sarah (my other half) to call me at home that eve. This he did on the land line and he explained that due to the previous days outage of the Vodafone systems that tere had been issues that normally wouldn't have arisen. Whether this comment was made in relation to my situation I wasn't sure but I did assume rightly or wrongly that it did.

Whilst I had Lee on the phone I took the time to fully explain to him the faults the phone currently away for repair has as I must confess I am slightly skeptical about the ability of some staff members to have recorded the information I've previously provided accurately – so no excuses guys once again you've been told in detail what the problems are.


So today (yesterday now) the mother in law brought the loan phone round and there I was great at last a phone but oh no it was never going to be that easy was it.

Whilst at the Bracknell store the staff returned my SIM, battery and the back of my phone for me to retain. When Lee called on Thursday evening I did ask him about setting up the loan phone and he explained that it was just a case of inserting the SIM I had into the phone turning it on and following the onscreen prompts to log into my Samgung and Google accounts at which point the phone would work.

So in went the SIM I inserted the battery that had come with in turned it on and what do you know – NO SIM INSERTED. Ahhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhh

I immediately took the back off the phone to take a closer look and it then occurred to me “that doesn't look right”. After a bit of a struggling with a pair of old tweezers I eventually managed to remove the SIM I’d inserted. Before reinserting I thought I’d best Google the Galaxy S3 Mini to check the compatible SIM card size and what do you know it’s not the same as the Galaxy S4.

Having asked Lee on the phone about setting up the phone and inserting my exisiting SIM card how annoyed was I at yet another c*&k up, but then again this is exactly what I've come to expect from Vodafone one mess up after another.

OK so I will admit I didn't ask Lee the exact question will my existing SIM fit the loan phone you are sending me but then I don’t work for Vodafone, I don’t deal with mobile phones day in day out and it’s not my job to try and sort ongoing issues for seriously a seriously !!!!ed of customer. It is however Lee your job and some of your actions are making both your job and my life a lot harder.

So the bottom line is I the proud owner of a Samsung Galaxy S4 that Vodafone have not managed to on at least two occasions am now left without any phone at all. Actually correction I do have a phone a flashy Samsung Galaxy S3 mini loan phone but I don’t have a SIM card to fit it - great Vodafone strikes again.

This whole situation is an absolute joke. So now because Vodafone have screwed up yet again I need to take time out of either tomorrow (family day out planned – so unlikely) or Monday to go to a store to sort out a SIM card and then mess around getting the SIM swapped over so that I can finally get the damn thing working.

The alternative wait and have one posted out Monday won’t see me with one until at least Tuesday. Incidentally if I do visit one of your stores it will be my SEVENTH visit associated with this phone issue and no there isn't a store in the town I live so yes every time it does cause maximum inconvenience. Maybe seven visits is a record however I doubt it. Maybe other people would like to add their tallies to this post hey please do so maybe we could ask Vodafone to offer up a prize to the winner – maybe a phone that works!

So Lee I know you are trying and I appreciate you finally getting me a loan phone but please can we maybe just try and make sure that thing’s go smoothly from here on, because to date it's been pretty poor. I know many of the issues are not your fault and a fair few happened prior to you getting involved however as the MSE intervention "specialist" I am looking to you to make good the damage your colleagues have landed you with, to restore some faith in Vodafone and to get things sorted with my phone.

bearacus

Lee,

Having a major problem with vodafone.

I Changed to Vodafone contract Oct 2013 and was assigned a number.

I started getting calls in January for customers of a Valet/ car wash 200 miles away that has my number as its contact phone number on google and its ads.

Due to the nice weather the calls are getting more and more frequent to the point I don't want to answer my phone at all.

The car wash company in question does not have an e-mail address and its only contact number is mine.

I have phoned vodafone today and been left astounded by the lack of customer service and that my only 2 options 1) pay £25 to change my number 2) Get in contact with the company (which Iam unable to do).

The vodafone advisor told me the fact that I have waited till now to complain means I am somehow trying to lie my way into having a new number and my story is unbelievable. (The calls were infrequent but due to the nature of the business and it being Summer you can imagine the calls have become more frequent in the past couple of months.)

He told me that it is impossible for this Car/valet wash company to have my number. he also I was not allowed to have his name due to Vodafone company policy.

I came of the phone crying as I suffer anxiety and what I thought would be a simple call to change my number turned into me basically being called a liar by a Vodafone advisor.

I have escalated the call and the advisor told me that I will hear from a manager within 48hrs. I do not however believe any resolution will be found by these means.

Please can you help me resolve this issue I am able to show call logs from numbers from the area 200 miles away and screen shots from google and ads for the Car wash using my number.

Thankyou
Bearacus x

Nodding_Donkey

Don't forget to tell everyone that calls about the 'Free Wednesday'* promotion where all topof the range valets are free of charge. A few days of queues of really p'd off customers and they might get there act together.

* insert whatever day is tomorrow

Vodafone

Hi everyone,

Lee's currently out of the office so I'm replying on his behalf.

MissyKay – It can take a while for any changes to take effect. Please reply to the last email Lee sent and we can check everything further.

Wing.nut007 – I’m sorry to see what’s happened. Have you got the SIM sorted now?

If not, reply to the last email Lee sent and we can help further.

Bearacus - Please email me with your details via the link in our profile here and I can help get this sorted.

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 please quote the code WRT135 - MSE in the subject line.

Once sent you'll receive an automated reply with a reference number. Please update the thread with this and I'll check we’ve received it.


Many thanks,

Jenny
Social Media Comms
Vodafone UK

bearacus

Jenny,

Just received automated e-mail with REF NUMBER-7321905

Thankyou

Bearacus

wing.nut007

So it’s been a few days since I posted my last update but I thought it only fair to post another both good and bad.

So phone delivered and finally after traipsing to the Bracknell store (and once again waiting for what seems an age for another uninterested Vodafone representative to become available) I now have a SIM that not only fits but also works, wippeeeeeeeeeeeeeeeeeeee.

So SIM inserted and what do you know several voice mails and texts from those that leave them (I've no idea as to calls where people didn't bother as it doesn't tell you and I know there were as people have said they tried calling multiple times).

So first thing I must update you on is that Lee Vodafone Moneysavingexpert contact did in fact make more than one attempt at contacting me on the Wednesday I dropped my phone to their store for repair. He actually called an additional two times on the mobile I’d dropped to the Bracknell store and on both occasions left a voice mail to tell me he had done so – Genius but you’ll be glad to know Lee that I did managed to listen once I’d finally got myself back up and running with a phone.

In addition Mossa’s boss, Rama did return my call. Despite me clearly telling Mossa that the return call needed to be on our houses land-line as I didn't have a phone (the very reason for calling) he decided as had Lee to call and leave me a voice-mail on my mobile – nice one Rama.

So I've had my loan phone up and running since Sunday afternoon (yes I decided to take time out from the family day) and thankfully it has worked without a hitch since.

@ Vodafone rep posting yesterday at 4.55pm Yes thanks I do have a SIM card now. Out of interest you mention an e-mail Lee has sent and I am keen to know more. To date the only contact I have had from Lee have been verbal via both my girlfriends and the house phone, I've received no e-mail whatsoever from either Lee or anyone else.

If fact I've received more communications from DPD via e-mail about when to expect my phone that I have from yourselves despite providing Lee and the online form he request I fill put with an e-mail address.

FYI the last call was last Thursday almost a week ago. I’d have expected some contact since then if only to apologise about the loan phone / SIM card c*&k up but I guess that’s unlikely to happen now.

So I got two texts today telling me my phone is now ready for collection so I guess I’ll just have to find the time once again to get myself to the Vodafone store in Bracknell to collect my phone. I’ll keep you informed on progress and importantly what Vodafone do to try and make good this whole sorry mess.

Hefferlump

I just mosied over to the Vodafone eforum site although I am leaving Vodafone.

This thread is a pearler:

http://forum.vodafone.co.uk/t5/Pay-monthly-services/EC4V-London/td-p/2063411

carlito1999

I have two Vodafone contracts one for myself and one my son uses I am usually about sixty pounds a month for two bills I changed my sons contract four months ago as his data use was costing a fortune so it is sim only with 6gb of data unlimited for 3 months low and behold 4th month got bill for £315 as he had used 22gb of data I didn't know that was possible as I only use 1gb and I thought I use it a lot anyway what annoys me is the fact they can charge £5.99 per 500 mb without notifying you no text to say your over data limit nothing then tell you you can't put a block on data usage so you can get done again next month surely this can't be right

wing.nut007

Do you know what I get bored of this. Here I am Saturday evening trying to sort myself out for a night out, whilst trying to feed a 15 month old after which he needs bathing and bed (my other half could do it but why shouldn't I) and conscious that once again I need to faff about taking photo's memo's etc off my bloody loan phone (at least I got one in the end eah) before I spend more of my precious off time, using my fuel, paying for parking messing around getting to a Vodafone store to collect my now supposed fixed phone - we shall see, and all because Vodafone are to tight to swap out a phone that they've had back twice to repair and FAILED. The only lasting change to the phone since they've had it in their hands are a couple of dirty scratches across the screen - thanks for that.

If that aint c%&p customer service for you I don't know what is.

Oh BTW I had a phone call Friday from a lovely lady called Jenny to tell me my phone was now ready for collection. She did actually try me on Thursday but it wasn't convenient. Funny thing is they'd already texted me twice on Wednesday with the same info but at least they're trying even at this late stage in proceedings.