Vodafone complaints

CelticStar

Absolutely fed up to the back teeth with Vodafone. I took out a two year contract with them for an iPhone, calls & data in July last year (big mistake, I will never buy a phone on contract again).

The data service has never worked. I cannot connect at all to the internet in my home town and surrounding areas - unless I use my WIFI connection at home. When I take it 12 miles away to my nearest large town it occasionally, though rarely, connects via the mobile network and even when it does it crawls at such a slow pace it is impossible to answer emails or browse the internet. So I have a service that is not fit for purpose since I need to be able to connect to the internet at all times due to my work. I have telephoned and messaged Vodafone multiple times, each time there is a different excuse. I've now been told to take my phone to the local Vodafone shop (12 miles away) to check that it is not the handset even though this is the second handset I have had - one was stolen - and the problem has been the same with both of them. I've also had several Vodafone reps get me to install different settings etc on my phone and none of it has worked. When talking to other people locally it seems that Vodafone just cannot supply this service in my area so why have they sold me a contract claiming that they can? Is there any way I can get out of this contract? I need to keep my number for work purposes so can't just install another sim - and why should I anyway as I have already paid for this service through Vodadafone!

SallyUK

Just arrived home to find this letter, after I sent them a Recorded Delivery letter on 7th November and for which I have proof of signature.

I sent all the reference numbers that I had, including Order Numbers, Web Sales Order Numbers, Acct Number, etc, pages and pages of copies of the Live Chat windows, copies of the Call Logs to show them how much time I have spent on the phone and this is what I get sent back:

Thank you for contacting Vodafone Customer Services regarding SIM issue.

I can understand your concern thoroughly and would have felt the same if I were in your place.

We apologise for the inconvenience caused to you. I regret the level of service you received as this is not the way Vodafone believes in serving its customers.

I surely would have loved to assist you with your query: however I am not able to locate your account with the Vodafone account number: 7008711669.

I request you to please write back with a valid Vodafone account number and we will be more than happy to assist you with your query.

We look forward to serving you better and thank you for being a valued Vodafone customer.

I trust the above information helps.

Oh My God - I am so appalled at what's going on. They (Vodafone) set up this Acct number! I can't give them anything else, so what am I to do. And as for the grammar in the letter, it's appalling too!

Someone please tell me what to do next - and please don't tell me to complete any more forms!!!

Leon_W

I've had exactly the same issues with account numbers. Half the people you spreak to can't find the account to even start rectifying the mess they have caused. All Vodaphone do is put the ball back into your court all the time. Apparently I am on the "new" system which also seems to be "slow" or "not loading up" when I call. Very convienient.

I am a pretty laid back kind of bloke, and am not some sort of serial complainer, but in all of my dealings with large companies Vodaphone are, by a large head and shoulders, the worst.

Was on the phone to them for another 45 minutes today trying to register my one working phone on a Sure Signal box. Bl00dy hopeless ! Should be registered in 72 hours :mad: . So sat with no signal for another 3 days. I do admire their sense of urgency. I've seen slugs move faster.

I am expecting a call from the directors office tomorrow. If I don't get a satisfactory resolution they can stuff it.

SallyUK

Leon

If you ever get someone to ring you, can you give them my number too please! lol

Sal
x

Leon_W wrote: »

I've had exactly the same issues with account numbers. Half the people you spreak to can't find the account to even start rectifying the mess they have caused. All Vodaphone do is put the ball back into your court all the time. Apparently I am on the "new" system which also seems to be "slow" or "not loading up" when I call. Very convienient.

I am a pretty laid back kind of bloke, and am not some sort of serial complainer, but in all of my dealings with large companies Vodaphone are, by a large head and shoulders, the worst.

Was on the phone to them for another 45 minutes today trying to register my one working phone on a Sure Signal box. Bl00dy hopeless ! Should be registered in 72 hours :mad: . So sat with no signal for another 3 days. I do admire their sense of urgency. I've seen slugs move faster.

I am expecting a call from the directors office tomorrow. If I don't get a satisfactory resolution they can stuff it.

SallyUK

Tried all that, still doesn't get anywhere.

Sal
Xx

boysim34 wrote: »

try this link for complaints


https://vha.secure.force.com/FormContactUs


or better still
Vodafone site itself


http://campaigns.vodafone.co.uk/complaints/

Leon_W

Hi Sally


No promised call from the directors office as yet but they have until the end of the day. If I hear nothing then I'm using these phones as door stops for all the good they are ! If you look closely it says "Say Hello To Your New Phone" . Shame I can't say "hello" to anyone else !

darbysth

I called vodafone to pay off my remaining contract as coverage a bit sketchy at work.Got persuaded to upgrade to 4g.Decent offer so accepted this.
Then the emails start,different prices to what I'd agreed.Called up they assure me I have got what was agreed not the higher priced one.
Add to this as I've took the new contract over the phone I cannot use my defence discount as I do not have an MOD EMAIL address.I would have to do the deal in store.
In the end I said forget it send me a PAC and I'll pay up and be off.No can do can't pay off as we can't cancel the new deal until the phone we now don't have in stock is delivered.
Anyway that said got a PAC code and was going to wait it out.
Meanwhile Tracy from retention do called to see why I was leaving.Explained above and the fact it's all over MSE how bad vodafone are getting.
Tracy reassured me she would sort my concerns and callback today.Guess what???? no call.
Tried asking live chat to get Tracy to honour said call,they just insisted I re tell my story.
Have up in the end.Can see where this is going return phone if it ever gets delivered and they'll say you can't cancel as over 14 days.Had all the hallmarks.
Sorry about the rant.Two phones with them for over 10 yrs.Cant wait to be shut now.

darbysth

8597356


Give lee a try

SallyUK

Lol

Well we seem to have came to a standstill on here and on the Vodafone forum, no one is replying to us anywhere!

Sal
Xx

Leon_W wrote: »

Hi Sally


No promised call from the directors office as yet but they have until the end of the day. If I hear nothing then I'm using these phones as door stops for all the good they are ! If you look closely it says "Say Hello To Your New Phone" . Shame I can't say "hello" to anyone else !

hewhotrainseats

The service that they are providing is diabolical.

I can upgrade from the 24th November and have been waiting for the Nexus 6.

Now Vodafone have an offer running where the first 500 preorders will also get a Moto 360 smartwatch. However they will not ship the phones until 5th Dec at the earliest.

You would think that as I would receive my new phone AFTER my upgrade date that I could preorder one.

Nope!

Tried all 3 sales channels (online, store and retail) and none of them can organise a simple preorder.

You can bet that come Monday when I can do it they will have expired the offer.

As an ex (15yrs) staff member (sales and store manager) this is pathetic.