Vodafone complaints

diamonds

Arklight wrote: »

I went into a Vodafone store with my partner to buy the Smart Ultra 6 so that we could unlock for her to continue using on Giffgaff. I had sworn never to go near Vodafone again but there is no other phone like that for the money.

We had only been in there for a couple of minutes when all the stress and PTSD of what it used to be like being a Vodafone contract customer started coming back. It took ages to get seen, because as usual with Vodafone stores, they are filled with people complaining about billing and contract issues the staff cant help with. So the staff are left helplessly on hold to their own useless call centre while the store fills up with customers who want to complain about the useless call centre.

When we did get seen it really all started to come back. The pushy upselling, the being told you need to buy things you don't need, the suspicion they are signing you up to them anyway. The sales assistant took it on herself to set the phone up rather than just selling it to us, loudly demanded my wife's Google Play login and password while she types things into her computer - for a PAYG phone?

I am not at all convinced she hasn't set up some kind of standing order off our credit card. Argh.

Anyway we finally got out of there with the phone, £2,29 for an unlock code from ebay and what a relief to see the Giffgaff symbol appear and be shot of Vodafone.

I don't imagine they will go on that much longer before being taken over by someone else. which realistically is the best chance most of the people on this thread have of getting their problems sorted out.

I would be making a complaint to the CEO about staff asking for google login details.

Arklight

I think they have enough complaints to deal with!

mobilejunkie

Nah - they don't "deal" with them. They just put you into the normal processor so you end up being passed from pillar to post while your problems escalate.

Contact the Web Relations Team.

Miss_J

How do you contact the web relations team?

Usuallyquitesane

I won't bore you with the ins and outs. Simply, I received a damaged iPad early sept. Husband's surprise 50th birthday present ruined. I 've been trying to send it back ever since. Numerous lengthy phone queues, phone chats, web chats- said the right things (mostly) NOTHING HAPPENS. Repeat. Go to Vodafone store in desperate bid for help/communication. Told smugly they can't help. Why? Three letters of complaint sent. NO ACKNOWLEDGEMENT. Still have unwanted damaged iPad two months later. I want my £150 back but won't get it until they receive the iPad that they won't assist me with sending back. I also want the time back that I have spent getting stressed and frustrated trying to sort out their incompetency. Is there a conspiracy to send all of their customers mad? Don't have much free time. Don't want Vodafone ruining it. Can anyone provide me with a ceo or director's email address? I'm running out of options. :mad:

Usuallyquitesane

Miss_J wrote: »

How do you contact the web relations team?

Let me know too!

Miss_J

So heading off into the store ....... again!

spud17

The sales assistant took it on herself to set the phone up rather than just selling it to us, loudly demanded my wife's Google Play login and password while she types things into her computer - for a PAYG phone?

You didn't give her the details?

Miss_J

So hopefully my issue is now sorted. Lovely customer service rep in store informed me her manager had given her consent to amend my bill by the £65 extra data charges they had put on my bill. She did that there and then in the store. I now have to ring Vodafone to pay the outstanding bill and have the service resumed. I can't be bothered to argue with them over the phone to have them take the late payment charge off also.

Time will tell if this us finally sorted. My online account still shows the original amount including the extra £65 due to be paid.

Miss_J

Just posted the following response on the Vodfone website.

After 6 weeks of going back and forward to stores and calling Vodafone I have finally managed to deal with a competent customer service representative in store. Vodafone call centre service representatives (with the exception of only one) are appalling. The standard and command of English is so poor they do not understand what a) the customer over the phone is telling them, or b) understand what a customer service representative in store has written on an account. I was basically told over the phone that I was lying and the representative informed me that what I was told in store was the opposite of what I believed had been said. All credit to * and * in the * store who had the sense to get in touch with their Area Manager to finally get our issue sorted. This is the type of customer service representative a frontline communication company needs. This has been an extremely stressful time for us as not only have we had to try to solve this issue with Vodafone, we have had to deal with the illness and death of a very close family member in between speaking to non compassionate representatives over the phone at Vodafone. I certainly will not be recommending Vodafone to anyone. I wait with anticipation for a response to this comment from Vodafone, however I don't expect that this will be forthcoming.