Vodafone complaints

Vodafone

Hi Everyone

Apologies in advance - this is going to be a long post!

Coded - If you have sent your email to us using the WRT135 code in the subject line, we will get back to you as soon as possbile if we haven't already.

Edgar Prates - If you send and email to us using the Contract Us form with WRT135 in the subject making sure you include a link to your post and your username along with you details we'll look into this for you and see what's happened.

DonGotti - I'm really pleased that we were able to resolve this for you quickly Thanks for coming back and letting us know!

babiebeany - I can understand your scepticism here. If you would like us to check on anything for you feel free to follow the instruction given to Edgar Prates above and we'll come back to you with confirmation.

wolery - I'd like to get a resolution to this for you as I can understand this is causing stress for both yourself and your daughter. If you get your daughter to send us an email using the Contact Us form with her details and a link to your post and username here we can do this for her. She will need to make sure she includes the code WRT135 in the subject line to the email routes staight to my team.

swerve25, blinko, Janders2112, Bexter, orion_jon, samnarg8 and LEWA27 - It is clear that you have each received a level of service that is below that which we would expect from our Customer Care teams. I'm disappointed to read about each of your situations and would love to be able to resolve them all for you.

If you would like me to help you with your accounts please feel free to send me an email from the Contact Us form. When you email make sure you include WRT135 in the subject line so that your email routes straight to my team. You will also need to include in the body of the email, your details, a link to this thread and your username on the forum.

One of us will get back to you as soon as possible and do everything we can to restore your faith in Vodafone.

Pete Hall - The above offer is of course open to you too if you would like to get in touch with us about anything to do with your account.

emeraldbugle - I'm glad to read that our eForum resolved your query quickly! I've passed on your comments to the team.

kriptikchicken - You're spot on the current members of our small (but perfectly formed!) team did work on the eForum first! It's a great place to get help and advice with any technical query. Thanks for recommending it.

harvey78 - If you haven't found a deal that you are happy with on our online upgrade tool or over the phone, we can look into what is available to you here. To do this send an email to us using the Contact Us form with a link to this thread and your username in the body of the text and MMM135 in the subject line so it comes straight to the right people.

Thanks

Kirsty
Web Relations Team
Vodafone UK

mobilejunkie

What about Lewa27?

Despite your apparent efforts to run around helping angry customers who find their way onto this site, isn't it a perfect indictment of your organisation that it appears to be the only way to solve basic problems which have been ignored and/or made worse by your normal customer service channels over so long a period?

Whenever one of my (reducing number) of contracts ends with you I get called by your organisation by pleasant-sounding people disguising a sales call as a customer satisfaction exercise. My immediate and unhesitating reaction is to reject any proposed deal they offer out of hand, since I am fully aware of the (no doubt thousands judging by the constant stream of examples apppearing on here) of lies and the basic dishonesty of your people and organisation (since you do nothing to stop it but appear to encourage it). I would be amazed (should I ever BELIEVE anything they offer me) to actually receive the deal I was promised.

Perhaps your organisation should spend 1% of its income on actually changing itself to be a caring HONEST company who really gives a damn about the people who fund it rather than only really being concerned when they end up recounting their endless and similar stories on public forums like this one.

howey78

Thanks Kirsty, I have recied an e-mail from Mat, and have replied to him, I am pleased that there are a few people in your company who have customer relation skill and are willing to help, even if it is a this late stage.

Cheers
Howey78

ade666

back in july 2009 i upgraded my phone and choose the nokia 5800 because it offered me gps and wifi without having to pay large amounts of money for something like the n97. the phone is back in for repair for the third time with the same fault. the battery goes from full to empty within a few mins of using the gps then even when its been on charge for 24 hours it refuses to switch back on. the previous times its been repaired its been a software fault but i'm affraid i don't believe this anymore. i'd ike to know the procedure for cancelling my contract, costs etc, as if i'd seen my previous contract through to the end i could have got a fresh contract. not sure where i stand to be honest but surely if vodafone can't supply me with what i require then my new contract is void. i've tried emailing customer services but the site isn't working

baldelectrician

This is one of the reasons I left Vodafarce

Their opinion is that you are only getting the line and calls from Vodafarce. The phone is 'a free gift'

Now this is where opinion differs.
The phone is only supplied on taking out a contract, so it is inextricibly part of the deal.

I don't know why VF make things that are realy easy to deal with (if they have the systems in place) so awkward.

I am now away from VF. On Friday night (after 11pm) I called up Orange as I had network problems. The solution?
They offered a replacement handset for my phone delivered the next day.
I have just transferred from a business to a domestic contract to cut costs. The treatment is the same for business or domestic.

I always take out the insurance as it makes life easier

jonboy31

Hi.

Just thought I would add my experience with Vodafone and their underhand ways of getting you tied into another contract.
I rang 191 last year to ask how I went about cancelling my contract. I don't use that many minutes a month (tends to be under 100 these days) and mabye use 50-100 texts or so.
I was put through to cancellations (or customer retentions it seems) and explained that I was going to go on a pay as you go instead of a contract (I had ASDA mobile in mind as it would be cheaper for me)
I explained that I was not interested in another contract, as I liked my current mobile phone and lets face it - your line rental is to offset the price of a phone in most cases.
The man I spoke to then mentioned that I could get 100 mins and 500 texts for just short of 10 pounds a month. I decided to accept this, as it worked out OK for me. He then mentioned that the price was only for 9 months, I asked him what happened after 9 months, he said that I should ring him back and he would put it back to 10 pounds again.
Great I thought (stupidly).
Time passes by, and I rang 9 months later requesting that I keep the 10 pounds a month. The operator on the phone told me that it is now 25 pounds a month and I'm tied into a contract for 3 more months.... WHAT!!!! at no time was I told this was a contract, as far as I was aware it was a monthly thing, as I did not get a new phone off them. They told me that I could not "upgrade" until there were 60 days left on the contract, not 90 like I was (lied to) told on the phone when I took the deal off him.
I was so mad, I asked to cancel as I was getting so frustrated ( I am on the autistic spectrum and get so angry and frustrated when I find out I've been lied to) I was told it was fine to cancel but it would cost me 75 pounds to cancel.
I cannot understand how I can owe this 75 pounds when I did not sign a new contract, did not get a new phone, and the same price plan was available on a rolling monthly contract for the same price as the "discount" I was getting beforehand. This rolling contract was what I thought I was signing up for when I ended up staying with Vodafone.
Anyway, I have now sent my letter cancelling my "contract" as required, I have had to pay a silly amount these past 3 months for such a small amount of minutes/texts in return.
It seems this practice is normal judging by the posts on this forum, so long as the vodafone sales team earn their comission mis selling contracts then screw the customers. Well you have lost one customer here for life, and I will make sure as many people as possible know what lies come from your sales team.

John

mobilejunkie

They almost certainly work on commission. They will say and promise anything to sign you up so they make money. By the time you realise you've been lied to it's no longer their problem and the Voadfone shuffle takes care of the rest. Any really angry customers who make it onto this site to give public accounts of the way they have been treated are swept by the small team on here whose job it is to cover up the cracks (or should I say chasms?).

DaveGranada

I too will not be renewing a contract with Vodafone again!
Their tariffs and price plans are just not competitive enough! I have found everything to do with Vodafone is to fleece you of as much of your money as they possibly can!
Will be saving up the pennies for an Iphone or something on a DIFFERENT contract next year

twelveeyedfish

Hrm. I tried to become a Vodafone customer about a month ago. After an error porting my number I had to return my initial phone. At this stage my old Orange phone was disconnected. Since then, despite being told as much, no replacement phone has been ordered. I'm still without a phone and apparently inspite of having no actual Vodafone equipment - I've been in contract since the 6th October - apparently!

I'm fairly certain there is no big issue here but some human needs to look at it rather than just click boxes on the screen to fix it.

Thought I'd briefly share my unpleasant experience. I have now inaugurated a complaint though since this web team who post on here seem fundamentally more efficient I thought it would be worth getting a foot in the door since this is now one of those apparently common occurrences where customer services simply say "you're in contract now, you'll have to buy the rest of your contract before I can do anything fancy."

They currently offer the best deal so I don't really want to leave insane as it sounds... but I doubt I'll stay with them beyond the term on principle.

baldelectrician

If you returned the phone within the cooling off period and they have not provided you with equipment you don't really have a contract (unless they have gave you a tempoary phone)

I know I wouldn't have put up without a phone for more than a few hours

If I am paying for a service then I expect a minimum level of equpment / connection