Vodafone complaints

mobilejunkie

You will have to make another exception for EE should you think they're any better.

TheGuvnor_2

Just to add my two pence - here is a copy of the 5 page letter of complaint I sent to Vodafone today. A lengthy but hopefully entertaining read - I have had quite the experience when simply trying to upgrade my phone!

http://goo.gl/QpQfvl

Just to top it all off, I had a call from their CEO's office yesterday, who gave me an email address to send the letter to. I tried this morning, and it rejected it, saying I don't have an open complaint. Oh, I beg to differ! Where to go now?

pilotdave

TheGuvnor wrote: »

Just to add my two pence - here is a copy of the 5 page letter of complaint I sent to Vodafone today. A lengthy but hopefully entertaining read - I have had quite the experience when simply trying to upgrade my phone!

http://goo.gl/QpQfvl

Just to top it all off, I had a call from their CEO's office yesterday, who gave me an email address to send the letter to. I tried this morning, and it rejected it, saying I don't have an open complaint. Oh, I beg to differ! Where to go now?

I would contact Lee as per instructions in post #2682

Make sure via Lee that you are listed on the account to make changes and re negotiate new contracts.

I am now on a sim only contract (Vodafone Red), so don't have the hassle of negotiating a new phone, but when I did do that process, I just got a PAC code each time and then in 2 to 7 days you get a call from the retentions team offering the deals to stay.

I now just buy the latest iPhone from an Apple Store (sim free) when it is released and sell last years phone to friends or family. I believe the cost overall is less.

Waldo611

Sorry to distract anyone from the main thread but mine is also related to Vodafone incompetence. (Sorry again as I have just finished typing and it goes on a bit). It revolves around attempting to purchase a Vodafone Sure Signal v3. I have kept away from the Sony Xperia M2 that I ordered for my son that had to be reordered because someone forgot to put it on the system. Or the chap who sold me my phone and promised a double ents package and 3G wifi (which VF translated into One Package and 1Gb one week later) If you are still interested, please read on.

I ordered a new phone and it DID arrive on time. I paid for a 4G deal as I would likely find myself in an area where Vodafone has 4G (not the Bristol area). But don't worry Vodafone Rep checked my postcode and assured me I would get 3G at home. Sadly, if I am lucky, I get 2G and most of the time I get "E" (i.e edge of no signal) and no telephone signal. No sweat, Vodafone promised to provide funding to allow me to purchase a Vodafone Sure Signal v3 that would solve all my problems. Unfortunately that is where the problems started.

Ordered on-line - order accepted and received e-mail to confirm. Next day, Vodafone auto terminated and sent email to confirm - with no indication of why they terminated and what I should do next. I rang them (oh how the numerous button presses, iPhone 6 adverts and those 3 songs.on a loop are now irritating me) and they said, to order again on-line (it will work). Order 2 went much the way as order one. Again, I rang/chatted online with staff - "suggest you get in contact with local store" - I did, 3 times I left a message on their answerphone with no callback. I visited shop instead (Sunday) - "oh sorry we are often too busy to get back to people. Oh, and no we don't have the SS v3 but should get one in next week, we have deliveries most days" - leave your number....I did, and they didn't call back - I rang on the Wed, they didn't call back. I visited again on Thurs - "Oh we didn't call because we haven't received any yet". But the nice staff rang all 3 Bristol area Vodafone shops for me - NONE of them had a SS v3...and there was no forecast for any deliveries. This could explain why there is a roaring black market on eBay said I, where the £100 Vodafone SS v3 is going at prices up to £149!!!. "We advise you to go back online and try again".they said.

I did and this time copied the online chat with the Rep who took stupid old me through the order process again and PROMISED me that all would be well this time (I have it in wirting - well chat). You guessed it - next day - auto terminated by Vodafone.

Rang again - (got the Egypt call centre by all accounts I found out later). They promised to solve my problem and I sent email to them with a copy of the previosu Chat that promised all would be well. The manager did try to ring me on my mobile but my phone didn't have signal - they didn't think to email me! They left a voicemail but no contact number...so back to ringing in again. This time I got Mohammed who said he could not solve my problem but confirmed he sent an email to the "Egypt" call centre lady I had been dealing with - I too backed this up with more emails to her in an attempt to get comms working again. No luck...

So, I rang the standard Vodafone Customer number again and this time got the Doncaster Office - nice chap confirmed he could not order the SS v3 for me and offered me more money and suggested I just look further afield at Vodafone shops!! Next day I rang the Cheltenham, Yate, Glocester and Bristol Cribbs Vodafone shops - one didnt have any answer, 2 you could leave an answer phone message and the 4th said you could leave a message but then the voicemal was full!!. Two days later and still no call back from any of them.

So, I looked back at the vodafone website and although the general public can see the SSv3 for sale, when you try and hit buy, or do the same through your account - you only get an error message. Is this Vodafone admitting it can't supply its own product?

At this point I went to the "Contact the CEO" option online with Vodafone - this will sort them out once and for all I thought. I sent a much shorter version of this to the "CEO" - I got auto email saying they would get back shortly. 3 Days later - nothing heard.

So last night - rang again and Allan has put my case Priority (which means an answer in 24-48 hours)...24 hrs gone, I await in anticipation!

Just how do you get through to this organisation. I have spent 3 weeks, approx 16 hours, spoke/chatted to approx 20 people, now visited the "local" Bristol store 3 times and phoned the remaining Vodafone stores within a 50 mile radius...and still can't get a Vodafone Sure Signal v3 from Vodafone. It seems like the only way to get one is at an inflated price on eBay for a used item. I still haven't got an answer to this but I do hope someone from Vodafone is "listening in" and can help resolve this, not only for me but for all those others that are having the same problem (and likely driving the inflated prices on eBay)..

Vodafone

Hi everyone,

da7 – I’ve replied to your other post this morning.

TheGuvnor – I’m sorry to hear this.

If you'd like me to look into this, please 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 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.

Waldo611 – I’m sorry to hear of the problems you’ve had in getting this sorted.

Get in touch using the instructions above and we can look into this further.

Thanks,

Jenny
Vodafone UK

Quicklite

Had poor experience upgrading from Voda - still ongoing.

Have been with Voda for 5+ years now. Was up for a upgrade. Cancellation team offered me pre-order of 24month upgrade after 40mins on the phone: free Note 4, unlimited mins + call, 4GB internet 4G - I accepted for £29.1pm on the 20th October.

On the 25th - having received no updates, I called to chase up where it was. They lost the order. Can't offer the same offer. 40mins back and forth on the phone. Cancellation team went back to find the recording and said they'd call back asap. They didn't.

This Tuesday I called again - they said the guy looking into recording was away - and said he'll call back. They didn't

Today outbound retention called with no record of previous conversations: immediately offering to match the deal - but price went upto £29.6. I said no based on principle because the agreed price was 29.1 before they lost my order.

Don't mean to be difficult but once an offer is made and accepted - don't pull it or up the price - and if you say you'll call back - please followup - have been messed around with for 2 weeks now by Voda properly thinking of EE - got 1 week now before the contract expires. :mad:

mobilejunkie

We should create a new thread called "Vodafone do NOT call back". Would save the endless stream of naive punters who actually believe that rubbish. WRT is the exception, of course.

pilotdave

Voda will ring you if you get a PAC code as they want to retain you as a customer and not loose you to another network. Get the PAC code and you will get a call in the next week or so asking you to stay and you can negotiate a deal with the retentions team.

This won't solve everyone's problems, but at least you get to speak to someone whose job is to RETAIN customers who have given a clear signal they are about to leave to join another network.

Just by getting a PAC code doesn't mean you have to leave. It will just expire in 30 days and you continue on your current contract if you don't use it, so nothing lost.

Feedback from others on this welcome.

TheGuvnor_2

Vodafone_company_representative wrote: »

Hi everyone,

Snip

---

TheGuvnor – I’m sorry to hear this.

If you'd like me to look into this, please 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 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.



Thanks,

Jenny
Vodafone UK

Hi Jenny - thanks for your reply - the phone has now arrived, so that's a blessing in itself. I did have to ring back AGAIN (surprised?) to get the tariff changed, even though the Directors Office promised they would stay on top of it...*sigh*...lets play a game - do you think that made me a) smile broadly, b) swear - a lot, or c) go and tickle a monkey? A toughie, I know. I'll give you a little clue - it's not a or c.

I really don't think you can raise your game when my wife decides she wants to upgrade, but I have my dancing shoes on standby for when she does decide. If she ever does. I fear it would have to be a particularly incredible offer to make her stay though, after this debacle; we'll see when the day comes.

In all seriousness though, thanks again for your reply. At least YOU got back to me!

shannifran

So...I’d like to let you know about my recent experience with Vodafone, I've given in and emailed their complaints team today with the below aswell. I guess I'll be passsed around lots again.

Friday 31st October I spoke to one of vodafones online chat team about an upgrade, they transferred me to the ‘correct team’, who then said I needed to speak with another ‘correct team’ as they couldn’t help so they transferred me to another team, after the third time of explaining all I wanted to do was upgrade my contract now it was time they then transferred me to a fourth person who said they could help and would arrange for someone to call me at 4 when I finished work – brilliant I thought although it had taken a bit of transferring the upgrades team would call me at 4. So I finished work at 4 and waited around for an hour so I could talk without having to worry about driving…I didn’t receive the call back I was promised. I left work – by now it was rush hour traffic and took me an hour to get home rather than 20 minutes if I’d have left at 4.
Saturday morning (normally this would be family time…but because I didn’t receive the call back I was promised I was once again on the phone to Vodafone and received…you guessed it … even worse treatment). I tried to call their customer care line but was on hold for 10 minutes before being cut off. I use the online chat service again and was passed from pillar to post before someone calling me to discuss my pay as you go sim – no that’s not what I asked for a call for – I explained I wanted to upgrade and the chap I spoke to advised they would pass me through to the ‘right team’ … so I think ok, finally I’m going to speak to the right team and will be able to sign into another contract with you guys for 2 years and give you more money. 3 minutes of hold music and I’m cut off. Can you imagine my frustration? Can you imagine wanting to give a company more money for the next two years and be a loyal customer – why would anyone want to bring Vodafone business. I was pretty upset to be honest, not only was I now late meeting my mother I had also delayed my family in leaving our house as I was on the phone to you…or so I thought!
I again used your online chat and was promised someone would call me at 10am….they did – hurrah … Vodafone does want my business, but wait the chap explained he was just calling to get me on the phone and would need to transfer my call to the … you guessed it ‘right department’. My goodness I was in shock at this point but seeing as he was transferring me through surely I would speak to somebody straight away… well no I didn’t, I had hold music for about 32 minutes before a lady answered, she had no idea what I wanted or who I was as it was a blind transfer. To myself and other large companies this isn’t treating customers fairly but penalising them for wanting to be loyal. After 10 minutes on the phone to a lady called Tanya, my other half explained we had to leave and they would drive. So I continued my call…I was getting somewhere and Tanya was patient, understanding and offered to upgrade my contract – perfect this is what I wanted. We were discussing 3g and 4g but weren’t sure if Norwich (where I live) had 4g yet, at this point our car cut out and for safety reasons I had to terminate the call. Tanya was understanding and agreed to call me back at 12, perfect I’d be at my destination by then and free for 15 minutes before we had to leave for lunch. Tanya explained if she couldn’t get me then she would call me on Sunday. But I was free at 12 so no issue….you would think.
Tanya called me back at 1220 after getting stuck on a call (she explained this in her voicemail)…now I understand this isn’t her fault and under normal circumstances I would completely agree and not worry then she mentioned in the voicemail she would try me tomorrow as previously discussed. Great so I would await her call Sunday (yesterday). Well its now Monday afternoon and I’ve still not had a call.