Vodafone complaints

dandouna77

[FONT=&quot]WRT135 - MSE Disconnected Line Vodaphone Error [#12169317][/FONT]

rob_hawke

Hi,

Could you have a look at mine please - WRT135 - MSE [#12185366]

cablecat

I am absolutely seething with rage at Vodafone right now.

I have 2 contracts with them and have been a customer for many years. Just before Christmas last year, we pretty much lost our signal at our home address. I contacted Vodafone multiple times about this but they wouldn't accept that there was a problem and suggested I buy a Sure Signal box at a cost of £100. I was pretty unimpressed and vowed to cancel the contracts as soon as I was able. Other people in our house are on EE and O2 and have no signal problems.

So, the first contract is now available to cancel and I duly rang last Sunday to do this and the guy I spoke to was lovely. Told me I was a VIP customer because I'd been with them so long and he would offer me a great deal to stay. I totally fell for it. What an idiot I was.

He offered me a fabulous deal including a brand new iphone and a Sure Signal Box free of charge and it would all be delivered on Tuesday. I was very happy and more than satisfied.

But, alas, it was not to be. When I didn't get a text notification on Tuesday with the delivery time, I checked online to discover that my order had been cancelled and an email confirmation sent to to confirm this. No email was sent. In fact, Vodafone didn't contact me at all.

I got on their online chat, and after about 30 minutes, someone promised to speak to their boss to reinstate the order which had been cancelled due to 'technical' reasons and that I would receive a text later.

No text arrived so I got on the online chat for the second time and after a couple of transfers they decided they had to call me. No signal, remember?? I did eventually get them to call me on the landline and they put me on hold and, after driving home for Christmas with Chris Rea for the tenth time, they cut me off.

Blood pressure rising, I tried online chat again only to come up against a brick wall. No one could explain the technical issues that led to my order being cancelled and no one knew how to reinstate it.

After two and a half hours, I gave up and they told me to try agaian the next day. Then, out of the blue, the very first person I spoke to on online chat text me and told me the phone would be delivered the next day. Between 8 and 6.

I waited in. Again. No phone. No Sure Signal Box. No communication from Vodafone and not one sign of an apology to which I am now surely entitled.

So, I ventured into the miserable world of online chat with them again. They came up with the same bullsh*t excuses and still couldn't explain what had happened and said it was possible they could reinstate the order but it was going to take 3-5 days to process this before they could start.

I can get a new phone from EE or O2 straight away. I really don't need to be treated like this by Vodafone. I am indescribably fed up with this multi-million pound company's complete inability to process an order.

I am, of course, going to cancel both my contracts. I have had multiple contracts with Vodafone for over a decade and I will never deal with them again. I can't believe they have treated me this way but reading this thread makes me realise I am far from alone in this.

I'm going to share my experience with Vodafone on every site I can find.

gallifreyangirl

my dads response to email complaint to Vodafone WRT135 [#12185653]

sophieH

I'm hoping a member of the Vodafone team might be able to help me here - I've tried speaking to SEVEN different Vodafone employees over the last day or so and they've each only made the situation (which started off as incredibly simple) worse.

To explain the entire farce from the beginning: I took out an upgrade contract with Vodafone a few days ago and was given as estimated delivery date of today, Thursday, and told that the phone would be automatically scheduled to be sent to my home address. I explained at the time of taking the contract out that I work full time and thus would NOT be at my house any day this week, and was told that it wasn't a problem to change the delivery address to my office address and that when I got the text confirming my delivery date I could just ring up DPD and change the address. Apparently it couldn't be done there and then.

The night before last I received a text saying the phone was now out for delivery the next day (Wednesday), and rang DPD to change the address. Of course it is an automated service and the message told me that the address cannot be changed with DPD, only with the sender. I also at this point arranged to be in the office all day on Wednesday, which meant I would not be in on Thursday (or at my home address).

I went onto Vodafone's live chat to change the address, only to be met with an incredibly rude man who said it was not possible to change the address, and that I'd have to ring DPD in the morning, by which point however the phone could already be out for a (failed) delivery at my home address. He then essentially called me an idiot several times and changed the date of my delivery to today (Thursday) without any reason and without my consent - I will not be at either address today and had explained this to him so why he thought that was an acceptable solution I've no idea.

I then got disconnected so re-entered the chat to speak to another member of the Vodafone team who assured me that he had spoken to DPD and rearranged delivery for yesterday (Wednesday) to my office address, as requested. I didn't receive a confirmation text or email about this so entered yet another chat with a third member of staff who, at first, told me that the delivery was scheduled for Thursday to my home address, then changed his mind and said that indeed it had been changed to yesterday, to my office. I felt like I was stuck in groundhog day.

By 10am yesterday morning I still hadn't had a confirmation from DPD or Vodafone so both went onto the live chat service for Vodafone AND rang them (I didn't know which would be more useful) and eventually both people confirmed that they'd spoken to DPD and delivery would be made yesterday to my office.

Well by the afternoon I still hadn't got my phone or received anything from DPD so sent a tweet to DPD hoping to get some kind of response - I know from checking my tracking number etc that the phone is at the depot in Chelmsford which is about 20 minutes away so why Vodafone didn't request it to be sent I have no idea.

I then got an email at 5pm from DPD saying, happy news, the phone would be delivered to me on Thursday. To my home address. Where I KEEP saying I WILL NOT BE. I replied asking if they could change it and they said no, only Vodafone can.

I rang Vodafone and spoke to another two employees who ONCE AGAIN assured me that they had arranged redelivery to my office, for today - which is only semi helpful at this point as the office is closing at 1pm.

However, I just got another email from DPD apologising and saying that until Vodafone tell them to change the address they can't, and Vodafone haven't done that.

Honestly I feel like I'm losing my mind. I've now spent around five and a half hours trying to get this address changed and have spoken to seven different Vodafone employees (all of whom have bare-faced lied to me about having spoken to DPD seemingly) and about four different people from DPD. And STILL the phone is being sent to an address that I have categorically said over and over that I will NOT BE AT.

Best of all Vodafone are charging me £6 for this delivery and when I asked for a refund I was told that it was unlikely to be approved! I might just start using a paper cup with a bit of string tied to it, it would be more useful at this point than trying to get any sense through to Vodafone.

mobilejunkie

Pointless. Follow the instructions and contact the WRT or waste lots of time typing on here after even more attempting to deal with Vodafone as intended (intended = by them, to mess you around, cut you off, promise non-existent call-backs, play bass the buck and lots more fun - for them).

Also, for those who are "going to cancel", it you do before the minimum term ends Vodafone win - you lose.

eagle

WRT135 - MSE - #12165847
Thanks

dandouna77

mobilejunkie wrote: »

Typical Vodafone, but everything you've done so far is always going to be a complete waste of time (haven't you realised that yet??).

Contact the WRT as instructed endlessly on this thread.

So if the WRT route proves to be as useless as all the other routes, as I have heard nothing back so far, what are my remaining options? Is contacting the communications Ombudsman the next logical step? Thanks

mobilejunkie

Yes, although without a deadlock letter you'd have to wait 8 weeks after making a complaint to Vodafone.

The WRT will come back to you - it's been two days, which is about how long they usually take.

mrsw1983

eagle wrote: »

WRT135 - MSE - #12165847
Thanks

Have you received my email? Thanks