Vodafone complaints

Vodafone

marq wrote: »

"The squeaky wheel gets the oil"... we are squeaking loudest of all as we are complaining in a public forum and not doing VF's reputation any good. Note that Lee's position is "Web relations" - it's about improving VF's standing within the web community. It doesn't surprise me at all that the company would put some of their most efficient and effective staff (especially if they don't have that many such people) onto sorting out our problems so that we stop making such a public fuss.

Of course, it would make rather more sense to ensure that as few customers as possible ever have to make such a complaint, so that Lee and his colleagues weren't even needed here, but since the problems seem to be deeply rooted both in VF's systems and its staffing structures and culture, changing that is going to take much more effort (and motivation) from the very top, so I rather fear that it won't happen any time soon.

In the meantime, web relations is a quick fix, and I daresay that Lee and colleagues dispair of their company as much as its customers do.

Hi marq,

It's certainly true to say that part of the role of the Web Relations Team is to try and get things fixed for our customers when they have been unable to through the usual channels.

While I agree that in an ideal world customers should never have cause to make a compaint there will always be those cases where things go wrong and in some of those of cases the customer may feel compelled to seek advice from others on the web.

Should these customers be ours then we will try to intervene and get things sorted out as you can attest to when we spoke earlier this week.

Essentially, the important thing is to ensure that when things do do wrong they get fixed as quickly as possible and then try to establish why things went wrong for the customer.

All the best.

Lee

Web Relations Team

Vodafone UK

ashnojutsu

I'm not filled with confidence with vodafone at the moment. After repeated calls to customers care, my online bill still does not reflect the discounts I am meant to be receiving.
My first bill was overcharged, and I have heard several different reaosns to why this is, from several vodaofne reps. I've now got a credit on my account, but it still dispays the wrong charges. Could Lee or any other vodafone reps please look into my account and ensure the correct amount is charged?

Vodafone

Hi ashnojutsu,

We'd be happy to take a look at this for you.

To get in touch with us with your details just email us using the 'Contact us' form on our website here.

When sending the email you'll also need to include a link to this thread and state the code WRT135 in the subject line to make sure it comes through to us.

Thanks,

Lee

Web Relations Team

Vodafone UK

James266

Hi Lee,
What is the Vodafone complaints e-mail address? I have looked on the website but all I can find is a form to contact customer support.

I was called up about having an upgrade and outright lied to, to get me to start a new contract even though my old one was not expired yet. I was told that the new contract would start and my old one would close but this did not turn out to be the case and all that happened is my contract has been extended. I have tried to talk to customer support about this but get the response that it is not their problem and was told to e-mail the complaints department.

I have written a long e-mail to explain the situation and what happened and would like and e-mail address to sent it to please.

James

Dozer_2

grenville1 wrote: »

I upgraded with a verbal agreement when a good deal was offered while I was planning to leave Vodafone, but when I requested confirmation in writing and subsequently received a semi-literate email from customer services, the "agreement" was for a more expensive price than I had accepted.

Grenville - I had the same problem recently and wrote to CS in Banbury only to receive such a poor response I had to question whether it was written by someone with English as their first language. Not only was the writing atrocious, they had not bothered to investigate my misselling complaint at all. Basically just told me tough!

I then emailed the CEO ([EMAIL="Vittorio.Colao@vodafone.com"]Vittorio.Colao@vodafone.com[/EMAIL]) and got a very favourable response within 24 hours (on a Saturday) assuring me all sorted. I have yet to receive a bill though and will not be 100% confident until I receive this.

I have been loyal to Vodafone for years but have recently started switching some of my contracts to other providers for numerous reasons (problems with online billing being one). Generally I find Vodafone's telephone customer service in the UK to be excellent BUT with a few exceptions. Unfortunately this latest one (misselling) caused me a right headache and let's face it, life is too short!

misskool

Dum dee dum...another vodafone complaint (sigh). I haven't been able to log and check my online bills for months, which was fine until I called 191 today and find that my outstanding amount is £50!!! My normal bill is £23 and so I don't understand what I've spent it on as I never ever use the full minutes and I have unlimited texts and internet.

And obviously, I can't get to my online billing to check and confirm they have applied my current discounted tariff correctly.

Anyone know what's going on with online billing and what I can do to actually view my bills?

marq

Hi misskool,

the trick for getting at your account and billing is to go via the Vodafone Forum. Once you're logged in there (you will have to register a user account there if you don't already have one) you can click on "My Account" (or something similar) and get at your bills that way. It works every time, which makes it even odder that VF's main website says that the accounts section is broken.

Odd? Oh, no, sorry, this is Vodafone - of course their website doesn't work properly! (forgive my sarcasm)

misskool

marq wrote: »

Hi misskool,

the trick for getting at your account and billing is to go via the Vodafone Forum. Once you're logged in there (you will have to register a user account there if you don't already have one) you can click on "My Account" (or something similar) and get at your bills that way. It works every time, which makes it even odder that VF's main website says that the accounts section is broken.

Odd? Oh, no, sorry, this is Vodafone - of course their website doesn't work properly! (forgive my sarcasm)

Nope, that doesn't work too. :rotfl:

This is clearly how vodafone takes money off customers, just charge what it feels like and then tells me to view my bills online.

But of course, I can't. Because the website isn't working.

No, still not working. No, they have no idea when it'll be fixed.

NASA_2

easy wrote: »

Am I the only person who finds it odd a member of VF staff comes on here to resolve problems for customers?

I mean, Triffic that he's doing something, but why can't they properly do Customer service thru their own customer service channels?

I hope MSE is getting some funds for the service they are letting VF use to keep customers happy (or at least less unhappy)

I dont think it is odd at all. Its quite a good thing IMO.

My experiences with Vodafone customer services are a bit mixed to be honest. The phone staff havent been as helpful as is required. My problem with my phone started about 5-6 weeks ago and had I been told exactly what I needed to do at that point I would hopefully have my phone back with me right now - I dont.

I posted about my experience on here and was instructed to send an e-mail to the Web Relations team using the code. I did so. Since then things have improved and I have to say that the guy that has been dealing with my case has been extremely helpful to the point where my 'local' store were contacted on my behalf to save me having to leave work to do so. I also now have a temporary phone while things are hopefully sorted out once and for all. Its hardly a great phone but at least it shows that there are people within the Vodafone company that want to get things right and have some concern when things go wrong.

The difference between the call-centre and the WRT is stark. I dont blame the CC staff though - its got to be a dreadful job.

UNCLE_BUCK

I have been with vodafone for years and somtimes have 3 or 4 phones on the go within the family at any one time. They always say you can judge a company on if something goes wrong and how they run their customer relations......well.
I recieved a faulty PAYG phone for my daughter 3 weeks ago, and the customer care i have recieved is appalling. The customer service told me to go in the shop to exchange, the shop told me that because i brought off the web its not their problem. so back home to phone CS again to be told my only option is trading standards.:eek: !!!!!! how did it escalate to that so quick, wot a joke.