Vodafone complaints

supersaver1000

I've had a very good service from Vodafone. We have 3 contacts between us and I've had them several years. Part of the reason I stay with them is because we have no phone signal whatsoever inside, so purchased a Vodafone sure signal.

However, I thin Vodsfone have become increasingly expensive and the amount of data has decreased. So I'm thinking of changing to a better value privider.

tannis

juca wrote: »

OK i am beginning to regret my decision to join Vodafone any way here's what has happened so far.

I decided to order two iPhones, on for myself a 5S and a 5C for my wife on Sat 20th Feb. This was done via a call back from doing a live chat.
I placed my order and opted to have both contracts under my name as the operator could offer unlimited min & texts and 2GB data for both phones if i did this. Great ill have that. I was offered a Monday delivery, but couldn't guarantee someone would be in, so opted for a Thursday delivery. So far so good.

Sat 20th Feb - Received e-mail regarding my username and password for " MyVodafone". Didn't work. also an e-mail with SBL tracker numbers, nice, i can keep an eye on delivery status.

Mon 23rd Feb - An e-mail to say my iphone 5C will be delivered between 11:32-12:32 that morning. At said time window it did arrive and signed for it. Opened the bag, no welcome pack, nothing to indicate my number, i was stumped. "NO SERVICE" displayed on phone. so i left it until Tues to sort due to work commitments.

Tues 24th Feb - Call Vodafone customer services, explained situation and after being bounced around 5 different CS operatives i was finally given the numbers for both phones and was told it would take 24 hours to activate phone, as there had been a glitch in the system and that my activation would be prioritised.

Thurs 25th Feb - Still no activation for the 5C. I contacted Vodafone CS again and eventually i was given an account number as i wanted to verify what i had in my contract as agreed by the operator on Saturday. Because my number wasnt active they could not confirm what my tariff was but was given an account number to save confusion with quoting the non active phone number. I also wanted to confirm i was getting delivery of my 5S today as we stipulated when ordered. No record had been found it was still been processed. What i have discovered after being on the phone with two seperate phone call ( one 55 mins, second 35 mins ) was this

When i ordered my phones, there was at the same time allegedly, a system update which they say caused havoc with my order. which resulted in the following. The 5C being delivered on Monday when we needed Thursday, no activation for the 5C for 3 days. No confirmation on when my 5S will be delivered. The status has been raised on my issue to high and passed to the tech team.

In the last phone call ( Thursday ), i was given my first months line rental for free on both phones, nothing was offered by the manager i spoke to in the first Thursday phone call. I have told Vodafone i will give them until Monday 8pm to resolve one or both issues or i will cancel and return the phone i have in my possession. Its a reasonable request, 3 working days to sort out one or both issues.

I am totally frustrated with this whole situation, i opted for Vodafone as i work for a international company that is partnered with Vodafone so get a discount. It is totally unacceptable that nearly 4 days i have a phone i cannot use for its purpose, call and text. All this because of a glitch in their systems and to top it off, not once did anyone from Vodafone ring/e-mail to highlight their was a problem with my order. I have had to do all the investigation work myself.

Will update daily for my records and the watching world.

I feel your pain, so much of what you have written could have been typed by myself!!!

Oh i'm now into my 5th day of owning a phone that still has not been activated...

Vodafone

Hi tannis,

I've got your email and I'll get back to you as soon as I can.

juca - If you'd like any help from me, 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, quote the code WRT135 - MSE in the subject line.

Once sent, you'll receive an automated reply with a reference number. Post back with this and I’ll check I've received it.

Kind regards,

Lee

Social Media Comms

Vodafone UK

juca

Lee

Vodafone Social Media Comms

Thanks for your post i have sent the information as requested.

juca

Status update. 09:48 Fri 27th Feb

Iphone 5C - still not activated.

Iphone 5S - no delivery e-mail or any other form of communication

A helpful post from Lee ( Vodafone ) which i have duly sent my details.

@Lee - email sent back for verification Ref number #9631570

juca

@tannis

What reason have Vodafone given for your no activated phone?

tannis

juca wrote: »

@tannis

What reason have Vodafone given for your no activated phone?

No reason, i have spoken to at least 8 different reps in various departments and no one seems to have a clue what they are doing.

Having said that it appears that my phone may have been activated within the last hour or so, but this scenario happened before and it was subsequently deactivated hence current scenario so not holding my breath...

SallyUK

Hate to tell you guys - but I've had a phone since 3rd November and still not activated.

After a long time spent on phone, chat, and emails back and forth to Lee, it's now in hands of Ombudsman.

Sal
x

juca

SallyUK wrote: »

Hate to tell you guys - but I've had a phone since 3rd November and still not activated.

After a long time spent on phone, chat, and emails back and forth to Lee, it's now in hands of Ombudsman.

Sal
x

That doesn't bode well for my situation, im frustrated after only a week, i'd be banging down Vodafones front door if it was that long! Really hope my situation doesn't turn out like that.

tannis

Vodafone_company_representative wrote: »

Hi tannis,

I've got your email and I'll get back to you as soon as I can.

juca - If you'd like any help from me, 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, quote the code WRT135 - MSE in the subject line.

Once sent, you'll receive an automated reply with a reference number. Post back with this and I’ll check I've received it.

Kind regards,

Lee

Social Media Comms

Vodafone UK

Thanks Lee, touch wood all seems to be working correctly now, let's hope my number doesn't change again overnight and we end up back at square one again!