Vodafone complaints

dolfan13

Hi lee could you help me .please.

on February 1sr I purchased an unlock code for my phone. I did this in my local vodafone store I was told it would take at the most 10 days. Despite numerous phone calls and emails to the nuc email address, I have still not received a correct code. Yesterday on the 1st march I received a code but it did not work. I was told to click on a link to another page but this was only to fill out another nuc form and would cost me another £20. Could you pleas help me. .my phone is a samsung galaxy s5. Thank you. Francis

JeffMoneySaver

I am just wondering if anyone know why this company is so inordinately bad when it comes to customer service? There must be a reason.

I have had nothing but trouble since joining with problem after problem. Trying to address them with the first line 191 call centre is useless with statements that things will be sorted by next bill and promises of call backs in 24, 48 or 72 hours never coming to fruition. The alternative I have experienced is simply being transferred to different teams unable to help and then being eventually cut off. Or just hanging up through being fed up.

I attempted to go to the next line by writing in to the official address only to have a signed for letter ignored. The best method (and I speak loosely) is to discover the web forum which seems to be manned by volunteers in the form of fellow customers and a small official help team who invite you to message them. Even then you get an auto response stating you will get a response in 48 hours. I have never once got a reply in that time frame. Ten days and in still waiting.

I have grown so sick and tired and exasperated I have started ombudsman proceedings.

My advice: if you are considering going with this firm. DONT!

JeffMoneySaver

So basically to resolve issues it seems that Vodafone, a multi billion? organisation rely on a team of willing volunteers who are customers and a handful of web relations official employees.

Is there any need for the 191 line? You get better support on GiffGaff and that is web based.

JeffMoneySaver

Oh I did get a response to one letter and it was the most disgustingly cynical response I have ever had. It basically said they were unable to find my account and would loved to have helped but couldnt. Those were the words "I would be upset if I were you and I would love to have helped but i can't".

I was horrified. I don't think I have ever received such a rude and dismissive response from a company in my life.

mobilejunkie

JeffMoneySaver wrote: »

I am just wondering if anyone know why this company is so inordinately bad when it comes to customer service? There must be a reason.

I do. They are in a competition with EE to see who can treat their customers the worst. If there was an Olympic sport for it, they would be neck and neck for the Gold medal.

JeffMoneySaver

Are you a fellow sufferer mobile junkie? I am so sick of Vodafone and their multiple rounds of incompetence I have cancelled and gone elsewhere. To Three. They have been good so far. Although Vodafone, despite diabolical customer service and incompetence which they admit to through their apologies now think it's quite appropriate to extort a cancellation fee from me. Not sure how that works out or is even allowed. Treat the customer diabolically, admit to doing so and apologise but still charge them because they leave. That's why it's going to the ombudsman now. Apparently they charge Vodafone about the same cost as the cancellation fee for their fee for investigation. So the CAB tell me.

JeffMoneySaver

What gets up my nose is Vodafone in media stories have written off thousands for customers who legitimately run up roaming data charges yet think it's quite right to charge me hundreds for leaving due to their incompetence.

mobilejunkie

Unfortunately unless they've broken the terms of your contract significantly they can and will charge.

I've had many issues with them - and if it weren't for the Web Relations Team on here would find the organisation despicable. It's sad that team tries so hard yet the complaints just keep coming.

juca

Day 11

4/3/15

Lee - Thanks for personally contacting me to help with the issue raised, i do have a bit more confidence after our chat. It is apprieciated what you do not just for myself but for others on here, I hope Vodafone hierachy feel the same about what you do for disgruntled customers.

You should be the benchmark that ALL VF CS operators should aspire to be like.

Iphone 5S - still no contact regarding delivery, did speak to a "specialist" on live chat this morning and he escalated it again and assured me delivery will be within 24-48 hours. So, Friday will be Day 13 and the end of 48 hours. Will it be delivered? will i have a phone to use for the weekend? stay tuned for more updates.

cablecat

I am at the end of my tether with Vodafone and was hoping to get some good advice here.

Since just before Christmas, we are unable to get a Vodafone signal at home. It comes in and out and is very spotty but we can send the occasional text but phonecalls are impossible. Sadly, I only upgraded (and early) to a new iphone 6 in November and am stuck with them for the forseeable future. One of my teens is also on Vodafone and has the same problem. We're a family of 5 and the other three are on different networks and they have no problem.

I can use the phone no problem anywhere else - it's just our home address so I know it's a network issue and not the phone.

I've emailed, live chatted and talked on the landline (not mobile - no service!) to Vodafone and have got absolutely nowhere.

My last phone call - they treated me like I was trying to pull a fast one and kept repeating - Vodafone will not be refunding you any money - over and over again. I kept reiterating that I wasn't after a refund but I wanted them to acknowledge that I had a problem and address what we could do about it. They told me that I could pay £100 to buy a Sure Signal box but I said that I didn't see why I should have to pay for a signal when I have had one for years and now no longer do.

Vodafone kept telling me that I had no problem as I had made X amount of hours of calls, texts and my data usage. I kept telling them that all this was made outside of our home as we have 'No Service' at home.

I really don't know where to turn next - I have no service from Vodafone at home who are completely refusing to acknowledge I have a problem and are treating me like I'm trying to rip them off when in fact, I am still paying my bills and yet they're no longer providing the service I pay for.

Obviously, we will be leaving Vodafone and will never return after being with them for years but we can't leave now without incurring a heavy penalty and, as we don't plan to move house, we are stuck with them for the forseeable future. I live on the outskirts of a city, not a rural area and shouldn't have a problem but we do.

Does anyone know what I can do to get Vodafone to take my issue seriously?

Thanks, in advance.