Vodafone complaints

mobilejunkie

I did. You didn't make it clear where you sent the email from.

Hopeful1968

I have a Sony Xperia M2 which I was going to give to my husband as I replaced my mobile. He put his sim card in (again on Vodafone) but it wouldn't take the sim card. We popped into the local Vodafone shop who tried a new sim and it still wouldn't have it. Though the assistant said he had seen a few M2's with the same problem, so they would have to send it off for repair (this was nearly two weeks ago).

The phone was purchased on 18 March 2015, and I have today received a text message saying there is a charge of £78.00 for the repair. I rang up to find out why, and I was told they were only the third party repairer and would put me through to Vodafone. I was put through to be told that there were no notes at all on my records about a repair being done or anything else. I should therefore ring the shop and find out what is happening.

I rang the shop and left a message, and am still waiting for them to call me back (could be a long wait). It would seem that Vodafone have my phone (or someone does), but that customer service knows nothing about it and I can't speak to a manager about it, the shop haven't called back.

Can someone please advise me what I should be doing next. Why do I need to pay to get back a phone with a known fault?

Thanks

d123

Hopeful1968, as per the advice not many posts above yours, contact the Vodafone Forums team.

Vodafone_company_representative wrote: »

Hi,

If you still need help with your accounts, email me via the Contact us form here.

To access the form you'll need to enter the code WRT135.

As well as stating your query in the question box, please also quote "MSE Forum".

Once sent, you'll receive an automated reply with a reference number. Post it on here and I’ll check I've received it.

Kind regards,

Lee

Social Media Comms

Vodafone UK

Or

Vodafone_company_representative wrote: »

Hi,

I've tested the Contact us form just now and it's working fine.

If you come across the same issue when trying to access it again, email me with a contact number only at eforum.web@help.vodafone.co.uk and quote WRT135 - MSE in the subject line.

Kind regards,

Lee

Social Media Comms

Vodafone UK

Hopeful1968

Hi,

The number you want is: WRT135 - #11169421

Thanks.

eagle

All,

Not meaning to be Lee's personal assistant here, but I spoke to him towards the end of last week regarding some issues of my own. He mentioned he will be on leave this week but back in Monday 24th so I suppose he will have a backlog of issues to deal with then.

Thought I'd pass this on to the board as I can see there are a lot of new issues being posted here...

Charlenemarie

I renewed my contract with Vodafone in Jan after being with them years, upgraded to the Iphone 5C. No problems previously but suddenly I kept losing signal for sometimes up to an hour each time and this would go on a few times a day. Not only this, when I did have signal I still couldn't make or take calls as calls would fail/go straight to voicemail and messages would not send/come through. I kept calling to have this resolved and kept being told there was a mast issue that would be fixed in a few days and I would be compensated for the loss of service. A few days later when Vodafone confirmed the mast was fixed, still no working phone and no compensation.
After months it was so bad I may as well of not had a phone. The final straw was when I needed an urgent call from the doctors and they couldn't get through. This happened twice on separate days.
This is when my nightmare with Vodafone customer services started. I wanted my contract terminated as I was paying my bill and I couldn't use my phone, I spent hours on the phone to them to try and get someone to help me. I would be passed around different departments each time being told they couldn't do anything. I had been promised a call back by a manager and when they did call back obviously it went to voicemail, I tried to call him back and he wasn't available. I went on online chat and this was useless too . I was cut off numerous times while the agent was supposed to be reading my account notes and finally I managed to speak to a very helpful male (from a department id already been passed through) who managed to help me.
Two weeks later and I called to see where the returns bag was and I went through hours of hell again trying to get someone to help. I was on hold for ages on my mobile so I even called back on the house phone and was stuck on hold again, on both phones, apparently while they were reading my notes. One agent even tried to tell me that at least I had service some of the time. Really?! Numerous phone calls and promises of call backs, all they had to do was listen to the original call which would of solved all of this.
Their customer service agents are shocking, useless and rude, I have never dealt with such an unhelpful company in my life. I wrote a complaint letter regarding the service 4 weeks ago and they haven't even acknowledged it. I called to see what was happening with is and was fobbed off by an agent again. Apparently they do not have a direct number for complaints so we have to go through these useless people.

forestlands

Thanks, just as I suspected, had the same! Was on same as you for £10.50. Youngest son said Ma go to Tesco and see their deals get a new phone and change! Get an I pad and use it for internet. Lot of youngsters in the family, all over 30 - except for great grand children, all know about these things - they think! lol Not easy to get through to Vodafone, been with them for nearly 20 years. Went on website for CAP, problem page down! Tweeted, sorry website down need CAP - may as well talk to myself. Tweeted several times and went back to website. They just don't care! Had they been helpful and polite they could have had half the family getting new phones and signing up to vodafone! Tesco has family perks, helpful and variety of phones to suit, now family moving over to Tesco! Still no CAP from Vodafone grrrrr! Any suggestions for getting CAP from slow Vodafone? They are a terrible company - to think I used to swear by them!

diamonds

This thread is a great laugh, not at you poor customers but Vodafone... who's third party customer care is UK based, lol... just LOL.


Imagine roaming on a Voda sister network EU wide, how good will customer service India be (I've had experience as a Vodafone AU business customer...)




I can see Vodafone being bought out by Verizon or AT&T when they have low home market revenues.

forestlands

Just been given an alternative number for Vodafone, by Tesco who I'm changing to! Tesco rang through to Vodafone for me and transferred me to Vodafone. Got the operative with the dodge phone line who wanted to phone me back! Been fobbed off by Vodafone enough in the last few days! I said no go ahead i can hear, please give me the CAP! Got it and will be transferred over tomorrow! Tesco has been so helpful, can see why they got top customer care for mobile phones from Which! Getting help to use the various features tomorrow and support after that! Think we are all over 21 and need a little extra help, having an understanding and helpful service is wonderful. I'm 71. Good luck with your phones! Hope I'm not back again tomorrow if Vodafone doesn't do it's stuff!

maxheadroom

After having moved and discovered that really only have vodaphone signal in the house decided to join vodaphone.

Did it all on line on a sim only, had a email saying needed to check a few details - fine i thought recent move means not on electoral role yet but all other details changed so guessed the credit check may take a little longer.

Was surprised when a sim arrive this morning (dispatched sunday) and email confirming dd had been set up, so pop the sim in 'invalid sim' try another phone, same thing so try online - onlince account not working, so try phoning but cant get through automated messages as dont have a phone number - had no welcome email yet.
Beginning to regret choice now