Vodafone complaints

Silk

jtydd wrote: »

I realise I have hit a brick wall Lee, because of the contract not being provided by Vodafone. What I expect is my contract to be returned to the original £38.50 which I should rightfully and legally be on, and compensation for the 15 hours I have spent on the phone with useless Vodafone staff trying to move my contract back to the original £38.50 pm.

The expectation to revert back to original is probably reasonable although because you changed your mind it can only be a request not a demand due to it being an upgrade. It hinges on whether you can get the app working.
The compensation is a little far fetched unless you can produce costs.

jtydd wrote: »

(Incidentally I am still paying for the Sky Sports App according to my plan and it still doesn't work)

If you want to get it working you need to unregister the app, get a link resent, then register a new user name and password through the link. Remember this only works doing it through the network data, it doesn't work doing it through wifi. Is that perhaps where you went wrong the first time ?

jtydd wrote: »

I also need all of the call charges to customer services removed, a refund for the petrol money for the three trips i made to Carphone to try and return the phone on Vodafone's instructions, and a written apology.

Again unrealistic, I doubt Vodafone instructed you to drive to CPW on three occasions but probably to return the phone from the original supplier ie. CPW (mobiles.co.uk) which would be correct if you wished to cancel.
Yet again it was your choice to phone Vodafone rather than mobiles.co.uk so chances to recover costs are rather slim.

jtydd wrote: »

If I get all of this I will cease action through the ombudsman, which is currently ongoing.

The problem is to take action through the Ombudsman you need a deadlock letter or wait 8 weeks from initial complaint so would hardly be ongoing.

jtydd

Silk wrote: »

The expectation to revert back to original is probably reasonable although because you changed your mind it can only be a request not a demand due to it being an upgrade. It hinges on whether you can get the app working.
The compensation is a little far fetched unless you can produce costs.

I was told I had 14 days to remove this add on if I changed my mind.

If you want to get it working you need to unregister the app, get a link resent, then register a new user name and password through the link. Remember this only works doing it through the network data, it doesn't work doing it through wifi. Is that perhaps where you went wrong the first time ?

I was never sent the link. On four occasions I was told I would receive it and never did.

Again unrealistic, I doubt Vodafone instructed you to drive to CPW on three occasions but probably to return the phone from the original supplier ie. CPW (mobiles.co.uk) which would be correct if you wished to cancel.

they specifically told me to take it back to a carphone store twice.

Yet again it was your choice to phone Vodafone rather than mobiles.co.uk so chances to recover costs are rather slim.

I had no choice but to phone them as the online chat staff were useless. Often taking over 1 hour just to get around to answering my question.

The problem is to take action through the Ombudsman you need a deadlock letter or wait 8 weeks from initial complaint so would hardly be ongoing.

Silk

jtydd wrote: »

I was told I had 14 days to remove this add on if I changed my mind..

Agreed but bear in mind it was an upgrade to the previous mobiles.co.uk contract

jtydd wrote: »

I was never sent the link. On four occasions I was told I would receive it and never did..

If you didn't get the link or deleted it by mistake to get the link you have to text ENTERTAINMENT to 97613 did you do that ?

jtydd wrote: »

they specifically told me to take it back to a carphone store twice...

They would if they thought you bought it instore from CPW and didn't know it was bought online from mobiles.co.uk ....even so to cancel the contract needed to be done through mobiles.co.uk
Clearly all the more difficult since you chose to upgrade the contract through Vodafone

jtydd wrote: »

I had no choice but to phone them as the online chat staff were useless. Often taking over 1 hour just to get around to answering my question.

It tells you on the website how to have the link resent without the need for chat or phone calls

Cloverleaves

Hi Chris,

I have emailed, and the reference number is 10102173

I look forward to hearing from you.

Anon

Silk wrote: »

If you didn't get the link or deleted it by mistake to get the link you have to text ENTERTAINMENT to 97613 did you do that ?

I have tried that - the link (that comes in the text) doesn't work for me. If you look on the eForum on the Vodafone website there are lots of complaints about this Entertainment pack sign up not working properly for lots of customers.

Silk

Anon wrote: »

I have tried that - the link (that comes in the text) doesn't work for me. If you look on the eForum on the Vodafone website there are lots of complaints about this Entertainment pack sign up not working properly for lots of customers.

Yes but they claim they haven't had the link yet so the way to get it would be to send the text to get it.


In your case what happens when you get the link, is this for sports ?

Anon

Silk wrote: »

Yes but they claim they haven't had the link yet so the way to get it would be to send the text to get it.


In your case what happens when you get the link, is this for sports ?

The link is supposed to give you a choice of NowTV, Spotify or Sky Sport to make your choice but like many others on their forum iT says there are no more offers available for me even though I haven't had any . I have called twice and each time they claim to have sorted it yet I am still no further forward as it doesn't work :mad:

It appears Vodafone are experiencing some major IT system issues and Customer Service from comments on here and elsewhere - though I believe it is the IT that is causing most issues for staff, as in all dealings ... and I have had a fair few over the past month since I joined ... have always been courteous and professional and they always try to help but appear let down by the system not working as it is supposed to).

Tea_spiller

Study the Vodafone eforum & see the sheer number of complaints before joining or renewing.

Vodafone have a very limited UK footprint & the majority of call handlers & live chat are overseas . They have been given UK sounding names though.
Sales staff are UK based though.

There is also from my interpretation an attempt to water-down the amount of complaints registered by having the "Community Champions"
resolve issues as these proxy agents are not employed by Vodafone but are supplied with free devices.

They also ban users who expose poor service or exercise free speech.

Vodafone

Hi all,

jtydd - I'll look into your account further and update you as soon as I can.

Cloverleaves - I've got your email and I'll get back to you later today.

Anon - So I can help you further, please update the thread with your email reference number from our automated reply.

Kind regards,

Lee

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Vodafone UK

extremely_scatty

Lee at vodafone -

Please can you give me an update - you sent me an email on the 8th April, and I've heard nothing since

Many thanks

Liz