Vodafone complaints

mobilejunkie

At a loss? This thread tells people what to do over... and over... and over again. Just take a short read backwards. You won't have to go back very far; the post before yours will suffice and would have saved all that typing on here in a few seconds.

Vodafone

Hi sean ryan,

I've got your email and I'll get back to you as soon as I can.

Kind regards,

Lee

Social Media Comms

Vodafone UK

eggman

Hi Lee, thanks in advance for your help. I've sent an email regarding a connection problem. The ref is 10514804.
Regards Joanne

Vodafone

Hi Joanne,

I've got your email and I'll get back to you as soon as I can.

Kind regards,

Lee

Social Media Comms

Vodafone UK

Loosetooth

If a Vodafone Customer Service is actively replying can they please engage with me as I struggle to find a solution to the terrible service that I have endured over the past 24 months.

Please only contact me if you are:

1. In a UK postcode... the SA, Egypt and Indian CS is terrible.
2. Have discretion to actually help me.... There are many CS paths in Vodafone and all of them lead to nowhere.
3. Have common sense. It is something that has been, and continues to be, sorely lacking in Vodafone's approach to it's customers.

I have my own thread here which explains what I have been through and I am at the Small Claims Court stage.... something I want to avoid but am being forced to do due to Vodafone's non-engagement and... well... there are no words.

I too, like a responder above, have been constantly trying to engage with Vodafone to find a sensible solution (I am 5 letters in, 1 to Mark Bond, numerous emails, Live Chats and calls to 191). I have done everything to try and be reasonable and find an amicable solution.... but Vodafone is not a company that listens to reason... well anything.... nowadays.

If I cannot make meaningful contact with a CS representative here I will be sending LBA's out to Mark Bond and the Legal Team at Vodafone by Monday. There is no way of repairing the relationship with me.... Vodafone are a terrible company who have spent 2 years trying my patience and then the last 3 months sapping my will to live, I am willing to come to a settlement to make this go away and keep my number (I had it before I was a Vodafone customer) but I will not be needlessly screwed by the company who are, all told, the wrong party here.... why should I? All I wanted to be was a good customer who paid the agreed amount and received a service.... this has not been my experience of Vodafone at all in the past 2 years.

mobilejunkie

Sounds like you've done everything but the one thing you should have done (before reaching this point) - that is, follow the repeated advice on this thread and contact the Web Relations Team in the described way. All else is ALWAYS a waste of time which makes everything mucch worse -as you have discovered.

helenmcr

I wish to alert you to the most appalling customer service for purchasing a very basic product at your Oldham Spindles store.


I bought a pay as you go phone on 29/5/2015, served by Niome. She assured me once purchased I would be up and running with £10 pre loaded credit on my phone. Once I got home (which is 10 miles away from the store), there was no signal on the phone. My next visit to the store was 4/6/2015. This was to ask the assistant why there was no signal on my phone. Unfortunately, due to staffing issues in the store, I had to wait while the two assistants on duty both dealt with one customer. Why 1 assistant cannot deal with one customer and the other one solely with myself I do not know. Unfortunately I didnt take her name down. The assistant then altered the settings on the computer to enable a signal and told me in 20 minutes time there would be a signal and to leave my phone switched off. The assistant reassured me that my phone will now work and I would be able to make calls. I then returned the 10 miles back home. Upon returning home, I switch my phone on and try to make a call. Yet again I cannot. This time there was no preloaded £10 on my phone which 2 assistants previously told me I was ok to make calls now. So I made the third trip down to Oldham Spindles store. Upon arriving, there were 2 assistants again. One was on her break and the other serving a customer. I was waiting for 10 minutes before I had to ask is there any other assistant to help me. The assistant serving the customer told me to come back in 20 minutes as the other assistant was on her break and there were only 2 assistants working. I told her I cannot return in 20 minutes as I live 40 minutes away and have come down especially because this is the third time that no one can setup my pay as you go simple phone to make calls and I wish to complain. Immediately, the other assistant came out of the back room and it was the same assistant that saw me yesterday. I said I was appalled that this is the third time I have been back and I have no credit on my phone. Especially when she reassured me I was all setup, after all I purchased pre-loaded credit. The assistant did this for me and handed me the phone back saying the pre loaded credit is now on. I did not receive any apology for the inconvenience I have experienced. In total I travelled 60 miles (there and back) to sort out this problem, with no apology. Ive never experienced such poor customer service and will now be finding another vodafone store to deal with rather than the Oldham branch. I think if a complaints counter was placed in the store, the assistant would certainly be busy!


I have this evening called vodafone to check my credit on this pre loaded phone and amazing...... NO credit!! Yours frustrated Helen.

juno

Lee - thank you for fixing my problem :j . I can confirm my voicemail is now working!

Can you check my recent bil, though, as I'm not sure if I'm reading it wrong or if there's an extra £100 charge.

su4stu

I'm re-posting this here as I might get more responses than my original post..
My 7 month old contract samsung s5 has a damaged charging port so I sent it off to vodafone for repair. They contacted me today to say as it is physical damage my warranty is voided and I will be charged £174 to get it fixed. I have done nothing out of the ordinary to the phone to cause this damage and was wondering what my rights are re getting it repaired for free. I've looked online but haven't really got a definitive answer as yet. Many thanks in advance.
I have also now contacted Citizens Advice who advised me that I should write to Vodafone, which I did, and sent the letter off recorded delivery yesterday, giving them 7 days to fix my phone. I tried phoning web relations and after being on the phone for around an hour (with an adviser that I had trouble understanding and vice versa) was told that unless I pay the £174 they won't fix my phone

mobilejunkie

You can't phone the Web Relations Team - they phone you.