Vodafone complaints

SallyUK

Hi Razar

It was me, I contacted Watchdog and I believe there were some others on here who have done the same.

I'm now approaching my 4th week and still nothing been done.

Sal
x

razar wrote: »

I read somewhere amongst these post that someone was considering contacting BBC's Watchdog team!
I'd be interested to know what others think about that.
As demonstrated Vodaphone don't place much emphasis on individual customer satisfaction.
But through the media, there's a slight chance that they may take note and address some of the issues.
The only reply I've received to address my problem was from Lee on here!

hewhotrainseats

The company is just a shambles.

I rang them as I wanted to upgrade to an iPhone 6 64GB and had seen it cheaper from mobiles.co.uk

Before I had rung them I tried to do it through their live chat function. All the guy (clearly offshore) did was mud sling at mobiles.co.uk. When it came to the crunch he was as much use as a chocolate fire guard.

When I rang I was very surprised that they agreed to wipe the handset cost considering the conversation I had had earlier.

On Monday I was told 2-4 days for delivery. Great as my current handset has died and I use my phone for work.

When I tracked the order today it is now a case of 2-4 WEEKS!

Customer services are a joke and their best suggestion was to borrow from somewhere.

When I asked if they would be crediting my account as I had no phone and they have given me dodgy info about my delivery date, the issue was dismissed out of hand.

Wish I had not bothered now. Vodafone forum is littered with unhappy customers. I guess I am just another on the list.

darbysth

https://twitter.com/bbcwatchdog/status/537992404620812288
Looks like they will be on watch dog

jayjay21

I cannot express my frustration with this company enough!

It has taken a month for a call back, I was not happy with the 'resolution' offered so I asked to escalate the case, his words were "Mr... it will go to our managers... this isn't a process either me OR you would want to bother going through with". I felt I could not say any more.

Does anyone have
-An email address for someone higher up than those in the initial call centre
-A mailing address to someone higher up
-A telephone number that isn't the standard call centre

Thanks

mobilejunkie

Try reading the thread. You won't have to go too far back but it's all on here a few hundred times.

Stevo84

I feel all of your pain. For over a month now my experience has been a joke. And that's putting it extremely nicely. By a country mile the worst company I've ever dealt with.

I've been with o2 for the last five years but I thought I'd give vodafone a go as the iphone 6 offer includes spotify which would save me a tenner a month.

Ordered my phone on the Thursday at the end of last month and paid extra to have it delivered on the Monday morning. Sat in waiting and it never arrived. Checked online and it had been signed for by UTL whatever that means. Called vodafone up and after speaking to roughly 8 different departments they said it had been sent back to the depot as there was a problem with the label. They couldn't send me a new one as they had to wait until it got back to the depot and scanned. After calling numerous times and having my first bill go out by direct debit, I gave up and cancelled the order. The lady I spoke to worked out the amount and said I'd get a full refund. I left it a week and hadn't received the money back in my bank so I called back up and the person there had no record of the conversation I'd had regarding the refund. After explaining myself again for the hundredth time, she said the phone was back at the depot and she would process the refund. The next day I received the refunded Direct Debit but not the handset cost. I thought they might be processed separately so left it a few more days but nothing happened other than me receiving a returns bag in the post for a phone is never received! I phoned through to customer service again, spent an hour on while they checked in the depot to locate it (which they eventually did), all to get told the refund system was down so they'd ring me the next day at 11. Needless to say they didn't call me back. Left it a couple more days and spoke to a woman who (after I explained the whole situation again) said that she would process the refund and call me back in an hour to confirm all details. Phone call never happened yet again. Two days later (today) I called again and spoke to a guy who said that I should have had a text to say someone is looking into the refund and will call me back within 7 days. I hadn't received a text so asked which number it had been sent to and he gave me the number of the cancelled account for the phone I'd never received. Calamatous.

So I've spent probably 15 hours on to customer service, wasted a days holiday, wasted courier costs....when I asked them what compensation I was likely to receive they said nothing. I asked what compensation I was likely to receive if I decide to make another order and was told they could "possibly" put notes on the account to receive a £20 credit. Obviously I won't be doing that.

I'm 30 years old now and this is the first complaint I've ever made. I'd avoid Vodafone at all costs. They're absolutely clueless. If you ever have to speak to someone you'll be passed from pillar to post without anyone taking any ownership. And that's if they can even find you on their woeful systems. Each time I ring I get told they can't find any record of me so have to tell them how to do their job and which of their systems they should be checking!

Steve
(Closed) Account Number 7008682112

Threepwood

Threepwood wrote: »

Hello Jenny

I just emailed you after having getting the usual treatment from the call centre/online chat service.

The gist of it is that I received (only) two contradictory texts last month regarding my data usage, one on 8 October saying I had nearly used up my "extra" data and then one on 31 October saying I was 27 days into my monthly plan and had 50mb left. A few days later, I was sent a bill of £370!!

I have never before gone materially over my usage limit and I am completely shocked. Combined with the contradictory messages from Vodafone, there is no way I could have used this much data as I am connected to wifi at home and at work, where I am 95% of the time, so I am at a complete loss as to what's happened.

In addition, when I phoned up the call centre, not only were they completely uninterested in helping me at all, they were unbelievably rude, and insinuated that I was lying to them!

Please help me!

Lee, thank you very much for sorting this out. It’s amazing how one side of the business canprovide such a good service, but the main customer-facing departments be so inadequate.

Leon_W

I now know all the words to John Newmans " Love Me Again".


"I need to know now, know now, can you love me again. La la la la....... I wanna know now" for hours and hours and hours on end.


I tell you what I wanna effin know now is when my call back is coming telling me everythings sorted !!!


3 weeks and counting Vodafone. You are truly appalling.

SallyUK

Even if you do email the CEO, you won't get an acknowledgment!

Sal
x

jayjay21 wrote: »

I cannot express my frustration with this company enough!

It has taken a month for a call back, I was not happy with the 'resolution' offered so I asked to escalate the case, his words were "Mr... it will go to our managers... this isn't a process either me OR you would want to bother going through with". I felt I could not say any more.

Does anyone have
-An email address for someone higher up than those in the initial call centre
-A mailing address to someone higher up
-A telephone number that isn't the standard call centre

Thanks

SallyUK

Leon

Has "Lee" made any contact with you yet?

I'm still waiting to hear back from them too!

Sal
x

Leon_W wrote: »

I now know all the words to John Newmans " Love Me Again".


"I need to know now, know now, can you love me again. La la la la....... I wanna know now" for hours and hours and hours on end.


I tell you what I wanna effin know now is when my call back is coming telling me everythings sorted !!!


3 weeks and counting Vodafone. You are truly appalling.