Vodafone complaints

SailorSam

I heard on the radio this morning that the very first person to make a mobile phone call in the Uk was Ernie Wise (from Eric & Ernie). He called Vodaphone to complain, and he was still listening to that terrible music saying the call was importantant to them but all their operators were busy, when he died.

Silk

jtydd wrote: »

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.

Wait till they tell you that you need to have a returns number before you can return anything
:rotfl::rotfl::rotfl:

Anon

jtydd wrote: »

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.

It is clearly available on Mobiles.co.uk website?

Returns policy is online at http://media.mobiles.co.uk/tandc/Mobiles_/Mobiles-returns-cancellation-and-exchange-policy.pdf

Contact details are at:

Contact us by email

If you are an existing customer of ours, then you can email us by logging into your online
My Account and click on 'My Helpdesk' section at the top and select 'Contact Us'.
If you are unable to find the answer to your query in the My Account area and the query is not relating to your network provider then our Customer Service Team can help regarding your after-sales queries and can be contacted by calling 01509 615 474

I have contacted them via the online form in the account area and on the above number and had no problem contacting them? You need Customer Service not Sales (as it seems to pass immediately to Customer Service once they have your business ... even if you have problems with the SIM not arriving, as I found with my recent transaction which was the start of my poor experience with Vodafone :mad:).

HTH

glenngill35

Thanks to Vodafone retentions department who helped me sort out my upgrade query.

Ms-Money-Penny

I switched bank accounts last month since then i have received two letters per week, one stating my old bank account details and then two days later the new bank details. I have now amassed a pile of these letters. I have spoken at length to your payment department and confirmed my new bank details, i have a confirmation letter and then a couple of days later a letter stating my old bank account details. The DD was set up on 7 March my bill was due 30 March and the DD was not requested by Vodafone. I had to make my payment by Debit card which is not a problem but why are your company having such difficulty in processing my new bank details. I have double and triple checked the details and they are correct.
I have been away for the weekend and guess what following on from my new bank detail letter at the beginning of the week i opened another letter stating my old bank details. I cannot even cancel my contract as i have just taken out a new 2 year contract and i really dont want to receive 2 letters a week for the next 2 years. HELPPPPPPPPPPPPPPPPPPPPPP

Tom_R

Wow.
TalkTalk aside I don't think I've ever had such poor service as I've had from Vodafone recently.

Will keep it as brief as possible

* woke up one morning and my phone wouldn't charge (Samsung Galaxy S4)
* Took it to vodafone shop in Leeds (Trinity Store) who told me no problem, all covered under warranty. Great.
* Week or so later get a text from their repaie centre saying that the phone has screen damage so isn't covered and they want £120 to do it!!
* Called the repair centre and told him, no, categorically there was NO damage to my phone when it went off to them
* He was incredibly rude to me and said "er, well we REPAIR phone here mate, not damage them"
* Complained to vodafone by phone, by email and have been corresponding with them by "chat" over the last few weeks who have been worse than USELESS.
* I've called the Trinity store in Leeds no fewer than NINE times and left messages. Not once have they called me back!!
* in my last "chat" with them online they said they would contact the store in Leeds and have them verify that the phone wasn't damaged and update my account accordingly. This still hasn't been done. Turns out the staff in-store are too useless to not only ignore their own customers but also their own employers.

That's some real dedication to poor service, right there. Fair play!

Here is my latest transcript with "Evan" at vodafone this morning.

Hello, you are through to Evan, I will be investigating your complaint today, please can you let me know the details of your issue.
Tom Ross: at 9:31:52
Hi Evan, Spoke to someone on here last week re my phone being damaged either at your repair centre or en route there and Vodafone subsequently refusing an unrelated repair on that basis. The vodafone store in question - Trinity Leeds - were supposed to be verifying that my phone was categorically not damaged when it went off for repair with you and leaving notes to that effect on the account. Can you please confirm for me that this has now happened and that my phone will be repaired under warranty as soon as possible. Thanks
Evan: at 9:31:52
Hi, Tom.
Evan: at 9:31:53
How are you today?
Evan: at 9:33:03
Please be assured. I will check this for you now and assist you with this concern.
Tom Ross: at 9:33:11
thanks
Evan: at 9:36:25
Before I go ahead and access your account, I will have to clear some security details. Is that okay with you?
XXXXXXXXX
Perfect !
Evan: at 9:39:45
Thank you for the verification. The details you provided are matching with our records.
Evan: at 9:39:48
Please bear with me for 3-4 minutes, while I check the account.
Tom Ross: at 9:39:54
no probs
Evan: at 9:45:06
Thank you for waiting .
Evan: at 9:46:20
I have checked the account details and can see that you have a concern regarding your handset repair and and mail has been send from our side to the team.
Tom Ross: at 9:48:42
Yes, I know this already. That was a week ago. I was told to contact you again after 4 or 5 days and that the account should have been updated by then. Are you saying this hasn't happened , then? I haven't had my phone for well over a month now. I want this resolved today if possible please.
Evan: at 9:49:37
I can understand that and please be assured this would be sorted out soon.
Evan: at 9:50:48
In this case, I would advise you to please visit the Vodafone store and just ask then to check that notes on the account and they will assist you with this.
Evan: at 9:51:03
As of today I cannot find any reply from them.
Tom Ross: at 9:52:06
No. I have already said that I am not prepared to do that again. This really isn't my issue. I handed over my phone in good faith to Vodafone. VODAFONE have damaged it and it's now MY problem to resolve it?? I don't think so. This is a very simple issue as far as I'm concerned. Repair my phone under warranty as agreed and return it to me. This is getting ridiculous now.
Evan: at 9:52:50
Tom, we have taken all the steps from our side.
Tom Ross: at 9:53:06
i couldn't disagree with you more
Evan: at 9:53:08
And I can totally understand your concern.
Tom Ross: at 9:54:48
You haven't really done anything. YOU (vodafone) have damaged my phone. Your staff at the repair centre were incredibly rude to me. The store in leeds won't return any calls (I have called NINE TIMES) and you expect me to inconvenience myself by going all the way in to Leeds AGAIN? I'm sorry, this just isn't good enough repair my phone and send it back to me. This is the worst service I've ever had in my life. Seriously.
Evan: at 10:02:28
Tom, I am sorry for the inconvenience caused to you in this matter. However, as per notes I can see that handset was already damaged while sending phone to repair. If you wish I you can visit Vodafone store from where you sent your phone for repair and ask them to make notes into your account about this. However at the moment, I won't able to arrange any credit or free repair.
Tom Ross: at 10:03:30
WRONG. My phone was NOT "already damaged" when sent for repair!!! Contact the store on my behalf again please. I am NOT going all teh way there to fix YOUR problems. This is a disgrace
Tom Ross: at 10:04:05
I'd like the email address of the chief exec please
Tom Ross: at 10:04:07
thanks
Tom Ross: at 10:05:32
and if store don't reply again then contact them again. And again. I am NOT fixing your customer service problems on behalf of Vodafone's customer service team. It's ridiculous.
Evan: at 10:05:51
I am afraid, we are not authorize to give email address, however as per escalation process if you wish then I can escalate this further.
Tom Ross: at 10:08:03
yes please. And I expect ti be contacted about it soon. I will also be escalating it to various external sources, websites and outlets as well. Thanks


CHOCOLATE FIREGUARDS

Anon

With the combined A1* service of Mobiles.co.uk and Vodafone I am approaching 3 weeks since I ordered my SIM only contract (contract started 25 March ... funnily enough, no problem getting the contract letter out or setting up the direct debit, nor taking the payment from my account!).

First SIM did not arrive in the post from Mobiles.co.uk, ever. One week after ordering (1st April) having waited long enough I contacted Mobiles.co.uk who told me to go instore CPW to collect a new SIM and then do a SIM Swap. Sounded straightforward, went instore, over an hour later with the heplful shop assistant phoning various departments (as different divisions, not a standard approach, someone had to pay them for the SIM etc etc etc) I was given a new SIM - she phoned Vodafone instore and put me on to the agent who told me it would take 20mins to 24 hours to SIM Swap ... that was on 1st April (not joking, but seems like it now ). I have been waiting since then with No Service :mad:.

20 mins up to 24 hours is the mantra ... I have received five times from different customer service agents using Live Chat and phoning Customer Services. Each time since the initial call (when I was full of hope) I have to explain the issue (does their system not have account notes?), each time they claim there has been a system error and ask for the new SIM Card number again, each time I am told they are sorry and understand my frustrations, it is being sorted and "escalated" and should be activated "today" ... or possibly within 24 hours max. So why am I still sitting with a SIM that does not work? I was told to login to my account a few times to complete the online form, until I explained that to do so I need ... an active SIM to activate my online account! I even tried the online SIM Swap form that is not password protected yesterday thinking this may help ... and received an email this morning saying the details I gave were slightly wrong (they weren't - I completed every box and tripled checked) and that I could sort it quickly by clicking on the link with my EXISTING Vodafone sim in the phone and then responding to the text to my temporary number ... I don't have and never have had the existing SIM as it never arrived .... aaaaarrrrghhh!

As the other posters have said, it is beyond a joke. This is a communications company that does not communicate effectively and cannot even get a SIM working - this is (supposed to be) their core business.

A very disappointing start to my time with Vodafone - the only saving grace is I did not let them have my PAC and number for my existing phone, which one of the CS was quite insistent on as it "would save time" - I politely declined as I said I would wait for an active SIM before taking that leap ... wisest move I made!

I have spent hours chasing this and will have worn out the SIM and my iPhone from changing the SIM card every few hours to see if it is activated ...

I completed the online form for CS/Lee to look into this (on Thursday) but am awaiting action.

gtaz

gtaz wrote: »

Overall always had a very good service from Vodafone until recently.

I upgraded my phone to a new contract just over a week ago, got the email saying it will process overnight. The following day I asked my friend to apply for the VEA on my account as advised by the upgrade agent.

The VEA failed to apply, after investigation I then found out that my upgrade wasn't processed. I called Vodafone and was told it failed and I will get an email in a week to confirm when it is fixed. Of course I never received an email so had to call back. The person I spoke to that day was actually very helpful and fixed it for me over the course of 3 days and got my phone upgraded.

My friend who applied for VEA is away for a while, so I contacted Vodafone webchat to check my previous app for it to be re-applied. The person I spoke to said that he cannot contact the VEA team and I need to personally re-apply. Eventually they understood that it was my friend but the only way I can fix it is by going into a shop.

It is unbelievable that Vodafone CS cannot contact an internal department but a shop can? In the past when I had issues with VEA, CS were able to do it but the process has changed?

Can anyone explain to me why Vodafone CS cannot escalate an issue and have a human conversation with another department in Vodafone but a shop can? Unfortunately I can't go to a shop as my friend isn't here!!

So in a nutshell, Vodafone failed my upgrade, declined my VEA application, a helpful guy did fix it my upgrade but CS cannot help me speak with the VEA team, even on my behalf. (where this hasn't been an issue in the past..)

/rantover

And now my pre-order appears delayed after all this time upgrading.

Where is the Vodafone Rep..

Thanh

Thanks Lee for sorting my issued out. Finally after 10 days the moneys have been debited back into my account. I just wished all CS are like you then none of Us here have any issued. Once again, many thanks Lee

Silk

Anon wrote: »

With the combined A1* service of Mobiles.co.uk and Vodafone I am approaching 3 weeks since I ordered my SIM only contract ............................

As I posted to you earlier you need to speak to mobiles.co.uk to sort it out as you bought the contract from them ...not CPW and not Vodafone.