Vodafone complaints

juca

Lee

I appreciate you looking into this, i hope you would agree that 9 days waiting for a phone because it is pending and that my account is on the new system is not acceptable, to top it off my current provider disconnected on sat, so now i have no phone and a daughter who is due to give birth in the next two weeks so i need the phone asap.

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.