Vodafone complaints

Vodafone

Hi bearcus,

Having checked your reference number I can see that your case is being dealt with.

Carlito1999 - So I can take a closer look at your concerns, 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.

Wing.nut007 - As promised, I'll call you later today.

Kind regards,

Lee

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Vodafone UK

bearacus

Just wanted to update and say my issue has now been dealt with.

As of today vodafone have changed my number free of charge. I had no issues at all with the vodafone reps after I had posted on this thread. Just a shame the call centre is not as helpful.
Very happy that the team on this thread were able to help me.

Thankyou
bearacus

Tim_Clifford

I've emailed various addresses, contacted numerous help and support lines and even live chat support and twitter! - not a simgle representative has been able to help with my issue. I still don't know if I ever will receive my new handset. So, I'd rather just cancel my upgrade contract and I'll go with another supplier at the end of the month. Thank you.

wing.nut007

Lee or Jenny (I'm going to hazard a guess she's your manager) don’t even bother waiting until next Monday because guess what the phone displayed “Not Registered on a Network” at around 19.00 less than twelve hours since I've had the phone back in use brilliant absolutely brilliant.

On the 6th call I've tried to make having spent a good hour and a half messing around this morning restoring the damn thing and setting it up, yet again more time wasted.

As I mentioned to you earlier Lee I was concerned that the repair notes only mention a screen replacement and software update to fix the faults nothing you haven’t tried before and to be honest something I could have done myself. Why it would work this time when both your technical team and I've tried it before who knows. In fact why are we trying methods that have already failed it's really not rocket science. If you've tried it once and it's not worked then guess what maybe it's time to try something else. Well one thing we do know is that after all that it looks like the techie guy at your headquarters store was right and it is a hardware issue – maybe just maybe that’s why he’s a techie.

Right so the phones still faulty and I've now had enough. Lee whilst I appreciate your efforts I now think that the time for this issue to be properly escalated so that a solution can be reached. Please arrange for this escalation to happen via Jenny or whoever. If you're unable to do so please tell me how I go about doing so. At least that way a solution may at last be reached because presently we've got absolutely nowhere and you've done nothing but add to my already considerable costs. In addition to this escalation could you please provide contact details for the ombudsman, tell where I need apply to obtain a a full copy of all notes held by Vodafone about my account and failed repairs and how I obtain transcripts of all the telephone conversations to Vodafone so I can accurately report the constant mis-information they have provided. I would also appreciate it if you could provide contact details for the offices of both Jeroen Hoencamp and Mark Bond.

So first things first: At present I will continue to pay my phone bill but please note until this matter in satisfactorily resolved I am doing so under protest as the service and goods supplied under the contract between us clearly fail to meet the minimum criteria set out in the Supply of Goods and Services Act 1982.

The Supply of Goods and Services Act 1982 says that any service provided should be carried out with reasonable care and skill – clearly this has not been the case. In addition the Act says that the price of work not agreed in advance (in this case the cost to myself of a faulty phone) should be reasonable. As you are about to see the current cost total to me is far from that.

The phone has been back to Vodafone for repair three times and each time the phone has still had the same faults when returned. In addition on one repair Vodafone damaged the screen which they've now had to replace. Vodafone have continuously messed me around meaning I've spent spent countless hours and efforts jumping through hoops trying to get a working phone organised.So with the phone still faulty and faults unlikely to be fixed via a fourth repair I am not prepared to go down that road. I expect Vodafone to arrange for a replacement handset and as you would expect and have already offered I will be seeking compensation for the time and money spent by me trying to get the phone faults fixed. I didn't want to go down this road but clearly Vodafone are to my mind just taking the royal p!55. Below you will find a summary of costs I have incurred to date and an explanation as to how they have been calculated.

Mileage

So mileage – I have used AA Routefinder and the current mileage allowance used by HMRCE for calculating no company car user mileage - £0.45 per mile.

2 x Reading store (1 to drop off phone – unsuccessful & 1 to return loan phone) - 7.1 miles each way so 28.4 miles. =£12.78

2 x Newbury store - 30.5 miles each way so 61 miles. = £27.45

1 x Truro Store (for customer notes to get repair refs) - 27.5 miles each way so 55 miles. =£24.75

3 x Bracknell store (2 are phone drop off and collection, 1 SIM collection for loan phone)- 6.6 miles each way so 39.6 miles =£17.82

Car Parking Car parking various – approximately =£10

Hourly Rate for my Time

Time taken – For this calculation I have allowed 1.5hrs for each store visit. On most occasions the travel time to and from store, waiting time in store time and the time spent dealing with issues has far exceeded this. For the purpose of these calculations to I have used the hourly rate of £10. FYI this is less than my current salary equates to but I'll be more than happy to use that as the basis for the calculations if you wish!

2 x Reading visits. 45 minutes each way equals 3 hours =£30

2 x Newbury Visits. 45 minutes each way equals 3 hours =£30

1 x Truro Store. 45 minutes each way equals 1.5hrs =£15

3 x Bracknell visits. 45 minutes each way equals 4.5 hours =£45

Typing forum posts, time spent on the phone to Vodafone staff (Lee, 191), backing up & restoring phone etc – I have allowed a conservative 5 hours. FYI it took me 90 minutes earlier to just restore the phone. Last night 30 minutes to 191 trying to get the SIM’s swapped and phone working, unsuccessfully I might add. 30 minutes getting all the info I’d added to my loan phone back off it and onto my still faulty phone. 1 hour typing this post, 15 / 20 minutes speaking with you Lee and Jenny last week. So as you can see from my brief tally up of time spent dealing with this matter this last 7 days, so 5 hours over the course of the last few months is incredible reasonable I think. =£50

1 month without my phone whilst still be charged. If you add the time taken to fix the phone across the 3 times it has been away for approximately 1 month so plan cost + insurance cost = £42

Goodwill gesture for massive inconvenience, buying the mother in law flowers for sitting in on two days etc. I could just charge a day rate here however felt the £100 sum to be fairer upon yourselves =£100

Totals £404.80. If you feel you have any information that may in any way counter parts of my claim for costs then please do share this with me.

Please note in addition to the above costs I have missed out on several days work when people have been unable to get through and for the period I was without a phone at all. I have not included a figure for this as I can already see Vodafone’s response: – “the phones not one of our business packages therefore we don’t pay out in those circumstances”.

I look forward to hearing from someone who is able to fully resolve my faulty phone and compensation claim.

Vodafone

Hi wing.nut007,

I'm sorry that the last repair hasn't resolved things.

I'll call you later today.

bearacus wrote: »

Just wanted to update and say my issue has now been dealt with.

As of today vodafone have changed my number free of charge. I had no issues at all with the vodafone reps after I had posted on this thread. Just a shame the call centre is not as helpful.
Very happy that the team on this thread were able to help me.

Thankyou
bearacus

Hi bearacus,

Thanks for confirming that your query has been resolved.

Tim_Clifford wrote: »

I've emailed various addresses, contacted numerous help and support lines and even live chat support and twitter! - not a simgle representative has been able to help with my issue. I still don't know if I ever will receive my new handset. So, I'd rather just cancel my upgrade contract and I'll go with another supplier at the end of the month. Thank you.

Hi Tim Clifford,

So I can help you further with this, 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

Social Media Comms

Vodafone UK

Tim_Clifford

Wrt165 [#7382770]

Vodafone

Hi Tim Clifford,

Thanks for coming back to me.

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

Kind regards,

Lee

Social Media Comms

Vodafone UK

ste_wilko

wing.nut007 I don't know if this may help but Carphone Warehouse are manufacturer approved repairers, so if it is in warranty they can carry the work out. You don't have to have purchased the phone from them and it doesn't matter what network it is on. And if the fault is covered by warranty and they can't repair it they will replace the handset free of charge. Also, Samsung have started opening up their own stores, it may be worth taking it to them. I have only ever had one phone repaired by Voda and they did such a shockingly bad job that it ended up being replaced in the end. All they do is a software upgrade on any device and then send it back. They don't actually open the phones and repair them

mobilejunkie

CPW "repairs" usually leave phones in a worse state than they started.

Matthew_c

FAO Vodafone company rep

I would like to make a complaint with regards to my contract - I am paying £63 a month on a 4g contract however virtually struggle to get 2g at best. I am at a loss as to why vodaphone should even be selling these types of contracts when it is obvious that there is no chance of getting 4g in the area.

Another issue is the fact that my number has been recycled - over the course of the contract I have had random texts and random calls from various people not companies. Again im not sure why this is happening.

Please can this be looked into please.

Thanks

Matt