Vodafone complaints

faerie_athome

faerie_athome wrote: »

Hi Lee

I just mailed you #10026664, hope you can help, am at my wits end!

Wee update, tried again to get my problem resolved myself. I asked for head office email/phone number which they wouldn't give me, after 1 hr 45 mins online, they told me they would call me back and put me through to returns, they called me, closed down the chat THEN HUNG UP ON ME!!

Can anyone on here please advise how I can send a brand new faulty handset back when I can't call their automated customer service number (which asked for your mobile number before you can go anywhere) but don't have a mobile number because the phone is faulty and not accepting any SIM cards (the SIM card tray won't open!!)??

Silk

faerie_athome wrote: »

Wee update, tried again to get my problem resolved myself. I asked for head office email/phone number which they wouldn't give me, after 1 hr 45 mins online, they told me they would call me back and put me through to returns, they called me, closed down the chat THEN HUNG UP ON ME!!

Can anyone on here please advise how I can send a brand new faulty handset back when I can't call their automated customer service number (which asked for your mobile number before you can go anywhere) but don't have a mobile number because the phone is faulty and not accepting any SIM cards (the SIM card tray won't open!!)??

What about calling in at a Vodafone shop and asking them ?

faerie_athome

faerie_athome wrote: »

Hi Lee

I just mailed you #10026664, hope you can help, am at my wits end!

Silk wrote: »

What about calling in at a Vodafone shop and asking them ?

I did, that was the first place I went, they unpacked the phone and everything that came with it onto the counter, said it was faulty but as I had ordered the phone through sales, they couldn't help me. They gave me the automated number, assured me I would get through and gave me options to choose when I got through. They even left all the bits and pieces on the counter like it was dirty and left me to pack it all backup and walked away...then started the marathon 5 hour phone/online chat run around on Friday

jtydd

I apologise in advance for the length and depth of this post, but I am at my wits end and see this as the only way of getting Vodafone’s attention as there is no effective way of communicating with them.

After 6 years trouble free service with T-mobile I switched to Vodafone on the 9th March 2015 because of a deal on the iPhone 6 through mobiles.co.uk

I received my phone two days after order and all was good.

Here are the series of events that followed.

1. On the 15th March 2015 I called to request to change my contract from £38.50 per month to £43.50 per month to include the Sky Sports Mobile deal. The guy on the phone said that I would receive a text with a link to click on which would set up this service. I never received this text and missed the football that I wanted to watch.

2. Two days later I still couldn’t access the Sky Sports deal through my phone and my Vodafone app stated that my contract was £48 per month, not the £43.50 I was quoted.

3. The following day I returned home from work at around 9pm and called to cancel this change within the 14 day period because I’d changed my mind because it wasn’t working. I was informed that the call centre was closed and that I should speak to someone via chat. I joined a chat and spoke to a customer advisor who told me that he couldn’t migrate my tariff back because he didn’t have authorization but would arrange a call back the following day. II agreed to this an organized a time.

4. The following day I didn’t receive the call.

5. The next day I arrived home from work late again, so joined another chat window and another advisor. I spent some time explaining the situation and was told I would be transferred to a new chat window to discuss this with the migration team. I was cut off mid transfer and the chat window stopped responding. I reconnected, explained the situation again, was transferred again, and cut off again. The chat window stopped responding.

I was really annoyed at this point as I felt I was being fobbed off so that I would go over the 14 days and be unable to migrate my tariff back. So.

6. I tweeted Vodafone customer services with a complaint. They responded with an apology and sent me a link to an email address. I spent half an hour writing an email into the box provided (essentially the contents of this letter so far) and sent it. An hour later a got an auto-response reading

‘ we don’t use this email address anymore, so our advisors won’t get your message. Don’t worry you can chat to an online advisor instead’

I was incredibly annoyed at this point and certain my time was being wasted to try and get me over the 14 days.

7. I get back online after work to chat to a representative. They again tell me that they are unable to migrate my tariff as the team that deal with it are no longer around. I’m astonished that there isn’t a single Vodafone employee on the planet that has the power to migrate a tariff after 8pm. Really? They arrange ANOTHER call back, with the assurance that it will happen and that this representative will ensure he does it himself. I agree to speak to him at 3pm the following day.

8. I get no call. I try phoning and am in a queue for over half hour and have to go back to work. When I get home earlier that evening, I phone another representative, who this time transfers me to migrations as I was home in time. Migrations (finally) tell me that they are going to move my tariff back to the original price and activate Sky Sports Mobile App for me (presumably as a gesture of goodwill) I am told I’ll receive a text in the next few hours to activate the Sky Sports App and my tariff will be migrated immediately.

9. 24 hours later I haven’t received the text, nothing is activated and my contract is still showing £48pm. (29.3.15)

10. I have just spent a further hour on chat with a cx rep and then a manager and they have still been unable to change my tariff. I then phoned cx services from my phone (for which I expect I have been charged) and was cut off half way through after 30 minutes holding. The call was actually answered and then I was hung up on. (31.3.15)

11. On April 2nd I phone back and spend 1 hour on hold waiting for a rep. I explain my issue, at length, again, and am eventually told that I am now over the 14 day cooling off period and cannot migrate my tariff back. At this news I get a bit angry and demand that my contract is cancelled. I am put on hold again to go to cancellations and the call is ended. This time, I do get a call back about 15 minutes later apologizing for the call dropping and am asked to go through the whole problem again, which I do. I get hung up on.

12. Fuming, I drive to the Vodafone store nearest me (about 8 miles away) and go in there to hand my phone in. They cannot take it they say I am over my 14 day returns period for my contract. I explain the situation (again) and they go through my notes on the system, only to tell me that they can’t take the phone back that it came from a third party.

13. Same day still, I phone Vodafone, eventually get through and explain myself again. After much negotiation and looking at my notes it is agreed that they will cancel my contract despite the 14 day rule. They tell me within 2-3 working days I will receive a returns envelope in the post. I sigh.


14. After 5 days (weds 8th April) I have received nothing in the post and join a chat window, where the advisor says that it has been Easter and not to worry that I will ‘receive the envelope soon’

15. Working day five passes, nothing in the post. I get on to a chat window for a 1.5 hour conversation, where eventually we get around to the point and the guy tells me that the returns envelope has been cancelled. He asks to call me. I agree. He phones me and explains that the returns envelope was cancelled a while ago because the phone came from a third party, and not Vodafone. He tells me that the phone came from Carphone Warehouse, and that I should return the phone to them. He assures me (I recorded the conversation) that I can take It to Carphone Warehouse and that on receipt of them getting the phone Vodafone will honour their agreement and cancel the contract

16. Today (12th April) I drive to Carphone Warehouse and they tell me they cannot return the phone because it is through a third party company that they own, but know little about. I tell them I need to get a phone to them, they cannot provide me with an address to send the phone to. I Drive to Vodafone, they refuse to take the phone.


Can consumers really be treated like this? Am I going to be tied into this contract because of Vodafone’s ineptness (or, more sinisterly, their fobbing me off to gain a legal advantage?)

I would really like some advice on where to go with this. I have cancelled my direct debit so my bill, which is due tomorrow, will not be paid. Can I get in trouble for this? I utterly refuse to pay for being treated this way.

I want to pursue serious compensation after the contract has been cancelled as I have spent over 15 hours working to get this issue, never of my making, resolved. As a consequence I have missed a large portion of my Easter break, a rare chance to spend time with my family.

I legitimately believe that have broken the law by not allowing me my 14-day cooling period. Could I get a solicitor involved?

Stevent0302

Hi Lee

Emailed as requested, reference 10033568

Regards

Steven

buddyjack7

Hi Lee

Really need your help, emailed on 9th April ref 10012398. Too much to type on here as I have pages of notes from speaking to live chat, 191, ask Stefan, helpvodafone, new sales, askjerone, expressing concerns on twitter, but to summarise we received an exchange phone that was faulty, not all keys worked on touch screen, within minutes of opening we rang to advise. Was picked up and exchanged. The faulty one returned you have billed me £360 for a missing INTERNAL screw. I have been told you never send out faulty exchange phones but as touch screen didn't work you obviously do. I have told bill stands as I can't prove we didn't tamper with phone, why would we as you were sendinv another one? I wonder how many times this phone has been sent out and followed by a bill to your loyal customers!

d123

jtydd wrote: »

I apologise in advance for the length and depth of this post, but I am at my wits end and see this as the only way of getting Vodafone’s attention as there is no effective way of communicating with them.

After 6 years trouble free service with T-mobile I switched to Vodafone on the 9th March 2015 because of a deal on the iPhone 6 through mobiles.co.uk

I received my phone two days after order and all was good.

Here are the series of events that followed.

1. On the 15th March 2015 I called to request to change my contract from £38.50 per month to £43.50 per month to include the Sky Sports Mobile deal. The guy on the phone said that I would receive a text with a link to click on which would set up this service. I never received this text and missed the football that I wanted to watch.

2. Two days later I still couldn’t access the Sky Sports deal through my phone and my Vodafone app stated that my contract was £48 per month, not the £43.50 I was quoted.

3. The following day I returned home from work at around 9pm and called to cancel this change within the 14 day period because I’d changed my mind because it wasn’t working. I was informed that the call centre was closed and that I should speak to someone via chat. I joined a chat and spoke to a customer advisor who told me that he couldn’t migrate my tariff back because he didn’t have authorization but would arrange a call back the following day. II agreed to this an organized a time.

4. The following day I didn’t receive the call.

5. The next day I arrived home from work late again, so joined another chat window and another advisor. I spent some time explaining the situation and was told I would be transferred to a new chat window to discuss this with the migration team. I was cut off mid transfer and the chat window stopped responding. I reconnected, explained the situation again, was transferred again, and cut off again. The chat window stopped responding.

I was really annoyed at this point as I felt I was being fobbed off so that I would go over the 14 days and be unable to migrate my tariff back. So.

6. I tweeted Vodafone customer services with a complaint. They responded with an apology and sent me a link to an email address. I spent half an hour writing an email into the box provided (essentially the contents of this letter so far) and sent it. An hour later a got an auto-response reading

‘ we don’t use this email address anymore, so our advisors won’t get your message. Don’t worry you can chat to an online advisor instead’

I was incredibly annoyed at this point and certain my time was being wasted to try and get me over the 14 days.

7. I get back online after work to chat to a representative. They again tell me that they are unable to migrate my tariff as the team that deal with it are no longer around. I’m astonished that there isn’t a single Vodafone employee on the planet that has the power to migrate a tariff after 8pm. Really? They arrange ANOTHER call back, with the assurance that it will happen and that this representative will ensure he does it himself. I agree to speak to him at 3pm the following day.

8. I get no call. I try phoning and am in a queue for over half hour and have to go back to work. When I get home earlier that evening, I phone another representative, who this time transfers me to migrations as I was home in time. Migrations (finally) tell me that they are going to move my tariff back to the original price and activate Sky Sports Mobile App for me (presumably as a gesture of goodwill) I am told I’ll receive a text in the next few hours to activate the Sky Sports App and my tariff will be migrated immediately.

9. 24 hours later I haven’t received the text, nothing is activated and my contract is still showing £48pm. (29.3.15)

10. I have just spent a further hour on chat with a cx rep and then a manager and they have still been unable to change my tariff. I then phoned cx services from my phone (for which I expect I have been charged) and was cut off half way through after 30 minutes holding. The call was actually answered and then I was hung up on. (31.3.15)

11. On April 2nd I phone back and spend 1 hour on hold waiting for a rep. I explain my issue, at length, again, and am eventually told that I am now over the 14 day cooling off period and cannot migrate my tariff back. At this news I get a bit angry and demand that my contract is cancelled. I am put on hold again to go to cancellations and the call is ended. This time, I do get a call back about 15 minutes later apologizing for the call dropping and am asked to go through the whole problem again, which I do. I get hung up on.

12. Fuming, I drive to the Vodafone store nearest me (about 8 miles away) and go in there to hand my phone in. They cannot take it they say I am over my 14 day returns period for my contract. I explain the situation (again) and they go through my notes on the system, only to tell me that they can’t take the phone back that it came from a third party.

13. Same day still, I phone Vodafone, eventually get through and explain myself again. After much negotiation and looking at my notes it is agreed that they will cancel my contract despite the 14 day rule. They tell me within 2-3 working days I will receive a returns envelope in the post. I sigh.


14. After 5 days (weds 8th April) I have received nothing in the post and join a chat window, where the advisor says that it has been Easter and not to worry that I will ‘receive the envelope soon’

15. Working day five passes, nothing in the post. I get on to a chat window for a 1.5 hour conversation, where eventually we get around to the point and the guy tells me that the returns envelope has been cancelled. He asks to call me. I agree. He phones me and explains that the returns envelope was cancelled a while ago because the phone came from a third party, and not Vodafone. He tells me that the phone came from Carphone Warehouse, and that I should return the phone to them. He assures me (I recorded the conversation) that I can take It to Carphone Warehouse and that on receipt of them getting the phone Vodafone will honour their agreement and cancel the contract

16. Today (12th April) I drive to Carphone Warehouse and they tell me they cannot return the phone because it is through a third party company that they own, but know little about. I tell them I need to get a phone to them, they cannot provide me with an address to send the phone to. I Drive to Vodafone, they refuse to take the phone.


Can consumers really be treated like this? Am I going to be tied into this contract because of Vodafone’s ineptness (or, more sinisterly, their fobbing me off to gain a legal advantage?)

I would really like some advice on where to go with this. I have cancelled my direct debit so my bill, which is due tomorrow, will not be paid. Can I get in trouble for this? I utterly refuse to pay for being treated this way.

I want to pursue serious compensation after the contract has been cancelled as I have spent over 15 hours working to get this issue, never of my making, resolved. As a consequence I have missed a large portion of my Easter break, a rare chance to spend time with my family.

I legitimately believe that have broken the law by not allowing me my 14-day cooling period. Could I get a solicitor involved?

I haven't read the whole post, it's just too long.

But a few points I noticed.

1. There is no cooling off period for upgrades.

2. Cancelling your DD was a stupid idea. You will only hurt your credit file, not Vodafone.

3. You can't sue for "serious compensation" for the loss of your personal time.

Silk

jtydd wrote: »

I apologise in advance for the length and depth of this post, but I am at my wits end and see this as the only way of getting Vodafone’s attention as there is no effective way of communicating with them.

After 6 years trouble free service with T-mobile I switched to Vodafone on the 9th March 2015 because of a deal on the iPhone 6 through mobiles.co.uk

It's mobiles.co.uk you need to talk to as the contract was taken out with them and they are the retailer, not CPW and not Vodafone.

jtydd

d123 wrote: »

I haven't read the whole post, it's just too long.

But a few points I noticed.

1. There is no cooling off period for upgrades.

2. Cancelling your DD was a stupid idea. You will only hurt your credit file, not Vodafone.

3. You can't sue for "serious compensation" for the loss of your personal time.

Thanks for the response. I realise the post was of epic proportions, but I needed to detail everything for the benefit of Vodafone when they read it.

1. I was told that there was a cooling off period. I was also informed when I had gone over it, after they had used delaying tactics to push me past it.

2. They have agreed to cancel the contract, why should I continue to pay?

3. So are we expected to just put up with this? Are we completely powerless to do anything about being treated like dirt? having to chase around just to solve problems that they themselves created?

jtydd

Silk wrote: »

It's mobiles.co.uk you need to talk to as the contract was taken out with them and they are the retailer, not CPW and not Vodafone.

Yeah they have told me this, but no one seems to know how they can be contacted. There is only a sales line which refuse to give out addresses to return the phone to.