Vodafone complaints

Silk

funkys_sister wrote: »

Hi
I am in need of help I am going to try to get help form this then I am taking this as high as I can, as I am not getting anywhere and I have been at this since September 2014 I wanted to disconnect and I got advised that my contract finished in December so I was fine about this.....................................................

Please please can you help me I do not see why I have that last bill to pay when it says in black and white in a email that I have no more money to pay after the Octobers £29.00

Contracts don't just end they just reach minimum term.
If the minimum term was December even if you gave a months notice you would still be paying for December so I can't see why you would think October would be the final bill ?


Can you cut and paste the email and remove personal details to see exactly what it states ?

frothey

ConsumerGuy0016 wrote: »

Hahaha I love how Voda have given you the classic "the problem is with the phone, go speak with the manufacturer" line. You'd save a lot of time if you just issue them a Letter Before Action, stating your issues and how you wish for them to be resolved, instead of running around like a headless chicken speaking to Apple.

I love how you assume that people haven't got a clue on how to "complain", when you haven't been party to the conversations we've had after the letter (well, email) had been sent. After "running around like a headless chicken" I now KNOW that the problem is theirs, not might be. A better position to be in wouldn't you say?

ConsumerGuy0016

frothey wrote: »

A better position to be in wouldn't you say?

No, as it doesn't make the slightest difference to Vodafone.

Delyana

Hi Lee / All,

Thank you for the reply Lee, you were the only person from Vodafone to return an email....However, I have not heard anything at all for a long time now...More than 2 months waiting for a phone which was meant to be a Christmas gift....I don't get it! I was hoping to receive it by Valentine's day at least but I'm loosing hope...
I called and asked and more than 23 times....people who ordered in your January sale actually received their HTCs, so I don't really understand what the issue is since you have stock...Can you please advise what else I can do, to finally receive my order?

Delyana

mobilejunkie

Delyana wrote: »

Hi Lee / All,

I was hoping to receive it by Valentine's day at least but I'm loosing hope...Delyana

Which year?!

d123

Delyana wrote: »

Hi Lee / All,

Thank you for the reply Lee, you were the only person from Vodafone to return an email....However, I have not heard anything at all for a long time now...More than 2 months waiting for a phone which was meant to be a Christmas gift....I don't get it! I was hoping to receive it by Valentine's day at least but I'm loosing hope...
I called and asked and more than 23 times....people who ordered in your January sale actually received their HTCs, so I don't really understand what the issue is since you have stock...Can you please advise what else I can do, to finally receive my order?

Delyana

I have some details for the Vodafone executive office who deal with complaints, if you want them let me know and I'll PM them to you.

I can't just post them here as the Vodafone reps censor the forum by complaining to MSE if any other methods of contact are posted in a thread and MSE then delete the posts.

I can supply you with a direct phone number or email address to use.

ArthurMoose

Lee, thanks for the email and prompt action. I don't know why those guys on 191 couldn't be as efficient, but hopefully it's all sorted now.


I can't check the details of your update until the next bill appears, so I'll get back to you then in case it hasn't come through.


Thanks

ConsumerGuy0016

ArthurMoose wrote: »

I don't know why those guys on 191 couldn't be as efficient, but hopefully it's all sorted now.

The 'customer service' agents available via 191 are there to be deliberately inefficient and evasive when it comes to resolving customer complaints:

i) Those with frivolous complaints won't bother pursuing a claim if they realise they are going to have to deal with someone from India each time who doesn't fully grasp their complaint. Win for Vodafone.

ii) Those with genuine complaints, but little time on their hands will grow frustrated and will allow their complaint to go unresolved. Win for Vodafone.

Meezursrule

Meezursrule wrote: »

I previously had an o2 phone and found that the signal in my home was practically non-existent. I therefore looked for another provider and checked the signal for my postcode on the online signal coverage checker. I also went to Carphone Warehouse and asked them to check it for me. Both checks came back with 'excellent signal'.

When I got the phone in Sept I did not try the phone immediately as I went on holiday. On my return at the end of Sept I discovered that there was practically no signal at all from my home and it was impossible to make or receive calls. I telephoned (via landline) on three occassions between late Sept 14 and Dec 14 and was promised a new SIM card each time. On the third occassion one was sent out.

The new SIM was partially successful - I can make some calls from my phone from home but the reception is crackly and it is difficult to make out what the person is saying. There are also occassions when it comes up with 'service not registered' or '999 emergency calls only' when I try to make a call.

My adult son lives some distance away and has mental health problems - he needs to be able to reliably contact me and this was the reason why I took out the contract with Vodafone. Even though the new SIM card has improved matters, the service is still not reliable.

I contacted customer services about around the first week of Jan 15 and was told that a credit for £39 would be processed and I would receive a call back from a manager - I received neither though I did get a text message saying the £39 was being processed.

I contacted customer services on Friday 9/1/15 and was told that I would get a call back from a manager with 72 hours and a refund of £156 for Sept, Oct, Nov and Dec 14 would be processed - I received neither.

I telephoned today (14/1/15) and spoke to a gentleman who identified himself as Riyazz (Accounts and Billing Team Leader) who took details of the problems, and promised he would email the Leakage Department to ask them to look quickly at the £156 refund and he also said that once that was processed, I could be considered for a free Sure Signal box.

Given how long it took to get a replacement SIM, and the fact that promised call backs are never made, I'm not at all confident about getting either the promised refund or getting a Sure Signal box. And even if I do, will it work??

Anyone got any tips on how I can get a resolution to this issue before the end of Jan? Getting very fed up of ringing and listening to platitudes but getting nothing concrete.

Hi Lee,

Following on from my messages here, we were able to talk on the phone (my landline phone) a week or so ago and you arranged for a £156 credit to be put on my account - that does appear to have happened, which I very much appreciate.

However the 'phone is still pretty much unusable at home - yesterday and the day before I attempted to ring my son and the line was so crackly that I had to discontinue both calls and use my landline. I tried to ring a friend this morning and got a 'not registered' message. On trying again, I got through but had to discontinue the call and ring on my landline as neither of us could make out what the other was saying.

I appreciate that you have arranged a credit for £156 (everything I have paid since the start of the contract) to be put on my account, but if I still cannot use the phone, it doesn't really solve my problem.

From speaking to you, I was told that there is a national shortage of Sure Signal devices, yet on the Vodafone website they are apparently available to buy at 2-4 days waiting time.

If Vodafone are not willing to provide me with a Sure Signal device free of charge, could you please arrange for me to be released from my contract so that I can start a contract with EE instead (I believe they have a downloadable FREE app to enable calls to be made via WIFI).

And could you also arrange please for the remaining credit on my account to be refunded via cheque or bank transfer.

Last month I paid a total of nearly £40 on mobile calls from my landline - the reason I got the phone was so I could use it for mobile calls.

With thanks if you can offer further assistance,

Kamal

thedvdmonster

For a communications company they are beyond a joke when it comes to communications.
Call 191 get told they can't help it put me through to anyone who can help.
Click on contact is and they don't give the option to ema a complaint , you have to google that part.
Post a compliant on Facebook, get ignored.
Finally receive an email response saying go through live chat which, guess what ? Doesn't work whatsoever.
Saying please wait 2 seconds, ten minutes later no response.
Try again and get cut off.

Just a laughable company.
I am getting spam calls from companies working on behalf of Vodafone despite saying no to any marketing calls and being signed up to TPS.
Been with then for nearly 20 years and contract is up on June , they had better give me one hell of a deal to get me to stick with them.

Anybody have any direct complaints department rant won't simply cut and paste a response saying please click here, sending me right back to the very start of the procedure?