Vodafone complaints

Janders2112

Hi Everyone,

Thought I'd give you an insight into the totally frustrating experience of having in my opinion the best handset on the market. I love my blackberry storm but now I have to wait a very long 5 months before I can upgrade to the Storm 2 and which of course is the ultimate upgrade for Storm users. If I'd know that RIM were releasing a new handset about 12 months after the first one then I would have never signed up for an 18 month contract. The only way I can get my hands on the new handset is of cousre to give vodafone abot £150 of my hard earned money so I am eligible for an immediate upgrade.

I think this is another example of vodafone lack of vision and planning when it comes to their customers. If for example RIM release the Strom 3 at the end of 2010 the I woukd have to wait about 8 months before I could upgrade smply due to the ridicukus length of the contract. Vodafone have you any idea how frustrating this is? Why did you not plan for this by offering your Storm customers a better upgrade option.

I'm also going to write to RIM informing them of this ridiculus situation and how RIM Storm customers are now trapped in long contracts unable to upgrade to the latest handset, thus denying them the benefits involved in using the latest technology.

I also have decided on a new Golden Rule for mobile phone contracts and will never sign up for a contract longer than 12 months in case this ever happens again. If this means vodafone and RIM lose a customer then so be it.

Shame on you vodafone as you really do not give a damn about your customers!

Janders2112

Sorry for all the spelling mistakes guys but I was just very !!!!ed off, you can't ever get anything good out of vodafone unless you pay, pay and pay.

pddean

I had problems with a contract 'revitalisation' gone wrong and received an invoice for over £300. Vodafone provided a very quick, courteous email reversing all charges. You couldn't ask for a better service or result. A pleasant surprise from big business!

Vodafone

jonboy31 wrote: »

Sorry, you are too late. I now have a contract with Orange, I have no intention of trying to reclaim the money back off you, it is not worth the stress involved. I have had my say on the matter, hopefully people reading this thread will learn from my (and others) experiences on here and get things in writing when dealing with the telesales team.

John

Hi John,

While it's not the news I was hoping for I can appreciate your reasons for moving to Orange.

If you are owed money from it's only right that we return this to you and so if you'd like us to help you with this just send us an email.

Thanks,

Lee

Web Relations Team

Vodafone UK

Vodafone

xoxoxox wrote: »

John - from Vodafone, or whoever you are. I don't want to express rude remarks, and use the f word a million times over and again. But I have some advise. Quit this company...or, for that matter, quit this corporate web of business where customers are herd of wilder-beasts in okawango who are more likely to die because of external factors. The sharp canines of lions, the okawango river with rapids, the okawango river with crocs, the wild dogs, the leopards, cheetah, hyena. And eventually the existence of the fact that all who are born must die too. There is no escape. If the beast dont become the prey the hunter dies.

i am so much done with vodafone, ISPs, and every other trade for money-greed that i am done. No more vodafone, no life in fast-track economy boosters. This is not what desires exist for. The money, the need for comfort is a bottomline, the last elements of happiness & comfort.

i don't need no vodafone anymore. I dont want to change anyone anymore. Because they won't agree to change. You jad business with me. Not anymore and i hope i never have to ask for yourself. Wish you become the nicest human ever. It'd be the nicest feeling i would go through.

Hi xoxoxox,

It's a shame that you've so far decided not to take me up on my offer of help here but should you change your mind just let us know.

howburn wrote: »

I think my problem which I detailed here last week has been sorted. I used the link the "Vodafone company Representative" has provided to send my letter to and also the email address Happyhunter posted. And for me it was the direct link which worked.
A lady called Kay from the eForum Team has emailed me and confirmed over the phone that the rep who called me did not explain properly to me that this deal was for 2 additional hand sets and numbers, and they accept that I was basically mis sold the package. And they say I obviously genuinely believed what I was being sold. This was after they had listened to a recording of the conversation.
They have agreed to let my wife and I keep the new handsets, 600 inc minuets/month and unlimited texts for £12.50 each, total £25 for 18 months. So thanks for the email addresses and the direct link.
I will wait untill the end of the month for the bill to be really sure.
Dave

Hi Dave,

Thanks for letting us know that Kay, who is new to our team, has got back to you and sorted things out.

Naturally, if you have any further queries when you get your next bill just let us know.

ContractCrazy wrote: »

Hi there

Can anyone give me an address to complain to Vodafone and get some resolution for my problems.

Been contacting them non stop for weeks trying to cancel my contract.

Every time I ring I'm told something different - was even given an email address by one customer services rep that doesn't even work any more!

Vodafone seem to have a complete disregard for contract law. Am even considering taking legal action over their treatment of me.

Have gone through the web to complain, and heard nothing back - surprise surprise.

Any addresses and other organisations I can complain to would be much appreciated.

Thanks.

Hi ContractCrazy,

I'm sorry to hear that things haven't been going well here and if you still need some help in getting this sorted out just send us an email using the Contact us form on our website.

When sending the email you'll need to state the code WRT135 in the subject line to make sure it comes through to us together with including a link to this thread and your MSE username so we can identify your query in the thread.

Thanks and look forward to hearing from you.

Lee

Web Relations Team

Vodafone UK

Vodafone

Amelie08 wrote: »

Hi Vodafone representative

Can I just say not only did I send my complaint to your online link with the reference number just provided, but to three postal addresses for Vodafone, your customer care email (that work when it wishes) and your CEO.....only to receive a call from someone in customer care who was only interested in AGAIN sending me phone off to be repaired. She also told me to EXPLAIN the problem!! I mean was my long letter not enough for you, I have to go and explain myself again. Read the letter….READ THE LETTER!! I didn’t enjoy writing it.
When asked she said she had not rang to discuss complaints about your service, my messed up price plan and an apology for the stress and time I have had to endure, dealing with this.

I am now in touch with Consumer Direct, who have advised me on what to do next. If your role searching through MSE is for purpose of ensuring your customer are satisfied rather than for you to pass on to colleagues for a good old laugh. I would like YOU to search for my letter place on here and search for it on your database.


I have so many more important things to deal with in my life and feel sick at the thought of this company taking p so much time, whilst finding solace in MSE reading about others problems with you company.

[FONT=&quot]I am fed up of writing to Vodafone, would rather not talk to another representative, have another 18month of this (stupidly said yes to a 2 year sentence) and have received October bill and guess what?? IT IS STILL WRONG!!![/FONT]

[FONT=&quot]I just want my contract sorted and a new phone, preferably not the blackberry I have as they are a waste of time and vodafone technicians and rep in-store now nothing aout fixing them!! I wonder if the i-phone is going to be any better??[/FONT]

Hi Amelie08,

I'm sorry to hear that you're still no further in getting this resolved but I'm keen to follow this up for you.

As you've already been in contact with us I'll send you a PM with alternative way of getting in touch with us.

babiebeany wrote: »

Back again - can't seem to find that phone number for Lee - can anyone help me.

I have looked by on this thread and can only find an email address for the ceo - will try that if I can't get the phone number I suppose.
TIA

Hi babiebeany,

Please accept my apologies but I can't recall your case.

Don't worry though I'll send you a PM as well.

Thanks and look forward to hearing back from you both.

Lee

Web Relations Team

Vodafone UK

Vodafone

Janders2112 wrote: »

Hi Everyone,

Thought I'd give you an insight into the totally frustrating experience of having in my opinion the best handset on the market. I love my blackberry storm but now I have to wait a very long 5 months before I can upgrade to the Storm 2 and which of course is the ultimate upgrade for Storm users. If I'd know that RIM were releasing a new handset about 12 months after the first one then I would have never signed up for an 18 month contract. The only way I can get my hands on the new handset is of cousre to give vodafone abot £150 of my hard earned money so I am eligible for an immediate upgrade.

I think this is another example of vodafone lack of vision and planning when it comes to their customers. If for example RIM release the Strom 3 at the end of 2010 the I woukd have to wait about 8 months before I could upgrade smply due to the ridicukus length of the contract. Vodafone have you any idea how frustrating this is? Why did you not plan for this by offering your Storm customers a better upgrade option.

I'm also going to write to RIM informing them of this ridiculus situation and how RIM Storm customers are now trapped in long contracts unable to upgrade to the latest handset, thus denying them the benefits involved in using the latest technology.

I also have decided on a new Golden Rule for mobile phone contracts and will never sign up for a contract longer than 12 months in case this ever happens again. If this means vodafone and RIM lose a customer then so be it.

Shame on you vodafone as you really do not give a damn about your customers!

Hi Janders2112,

I'm sorry to see that you're not happy with the package you've been offered for the Storm 2 but as you're someway from being eligible for an upgrade they will naturally be limitations to what can be done.

However, I wouldn't necessarily let this detract from agreeing to an eighteen month or greater agreement in future as the packages available of lengthier commitments tend to be better than those on twelve month commitments, especially when factoring in the cost of ever increasingly expensive phones.

pddean wrote: »

I had problems with a contract 'revitalisation' gone wrong and received an invoice for over £300. Vodafone provided a very quick, courteous email reversing all charges. You couldn't ask for a better service or result. A pleasant surprise from big business!

Hi pddean,

It's always nice to read instances where someone has had a good experience with us and takes the time to publicise this on sites such as MSE.

Thanks very much.

Lee

Web Relations Team

Vodafone UK

Georgegr

Hello all,

I am truly dismayed at how I have been treated by Vodafone (Greece) these past couple of weeks. Me and my family have been clients of Vodafone for almost 15 years and we have 3 numbers with them.

As the contract had expired we were urged to renew it and receive our grant towards the purchase of new devices. Since 2 of us were satisfied with our phones we opted to get one new phone (an iphone 32gb). We were told that the price we would need to pay is 125euro for it. Seemed like a good deal.

As the main account is under my fathers name I specifically asked at the store if any one of us can pick the phone up as my father is 76 years old and did not want to inconvenience him over it. We were informed that in 2 weeks we will be contacted to go pick up the phone. Herein the problems began.

3 weeks go by and no contact at all. So i call the store and ask them if the phone has arrived. The reply I get is that no it hasnt arrived yet and that they dopnt know when it will. They casually inform me it could take months, and while I am fine with that since i can understand that it might not be their fault (but apple's delivery), what i dont understand is why they did not inform me. After asking the employee that I received the reply "We simply can not inform all our clients who are waiting for their phone", something that makes very little sense for a communications company.

Still I am willing to wait, even though I already feel mistreated. In an effort to feel that i am at least trying to express my disappointment I filled out the online form on the Vodafone Greece website, expressing my concerns over the way it was handled. While I provided all the information needed to contact me (mail, name, phone number) I never received even a reply back.

So about a month and a bit later I receive a text that the phone has arrived and i can pick it up. I subsequently go to the store to pickup the phone were i am greeted by another employee who casually informs me that i cant pick it up cause I am not the main account holder, even though they had informed me that I can. Still I can accept this no problem and I ask my Father to do it, as I need to be back at work. So he goes there, where the employee ask for the payment for the phone, but he suddenly asks for 300euro instead of the 125euro that was originally agreed upon.

Naturally this was quite a shock to us and we argued that the deal was for 125euro. The employee agreed that its their fault and that it must be fixed, he said that he would make the arrangements and call us 3 days after at the latest. So we are ok with that and we wait.

4 days later I decide to call them and see what is going on.... Another employee answers and I am forced to explain the whole issue over again. To my eternal surprise her reply was "And why are you calling us ?, you should call the nationwide number and try and resolve it yourself", while I was really taken aback from her statement, I explained to her that the very people in the store had said they will call me (without even giving me the option of resolving it myself) and she agreed to find out what is going on and call me back the same afternoon.

2 days later no phone call ofcourse. I again attempted to contact the store but the number was busy over a period of several hours (what luck). So i am fed up and I understand i cant resolve it with them so I can the central number, where I get a new person whom was very polite and willing to listen to me. After explaining she agreed that it must be looked in and promised to call me back later on with a resolution. To her credit she did call mack a short while later, but her reply was truly like the last nail being hammered down. "I am sorry but the grant offer we had made when you had last been at the store is no longer valid". Needless to say by now I can only feel that Vodafone is simply not interested in even keeping the agreements they put forth themselves. So i argue my case with this person and yet she says that the issue of the grant is something that can not be helped with, but they will try to work something out.

Am I being unreasonable in thinking that if Vodafone wanted to not have us as clients, they really couldn't do it in a more eloquent way. I never in my life thought that any company would treat its customers (not just a customer of 15 years) in such a way.

They even asked me how I would be satisfied .... and here we are only wanting Vodafone to honor its agreement with me.... How unreasonable of me ....

Sigh....

danmck_2

Started my own thread but just wanted to add my disappointment with Vodafone. I have a 12 month contract, all paperwork says 12 months, but Vodafone's computers say 18. I was asked to send a copy of the contract, did this, and this is ignored. Took them 2 weeks to say speak to someone else (not our problem), and an e-mail that says they might not even recognise the contract anyway.

That and they never acknowledge e-mails = poor show.

Vodafone

Hi Georgegr,

I'm really disappointed to read about your experience here and while I work for Vodafone UK I'll make some enquiries to see if I'm able to put in touch with someone within Vodafone Greece who can look into this for you.

As soon as I have some news either way and come back to the thread.

Hi danmck,

I'm also disappointed to see that you've not been able to get this sorted out.

As I'm keen to look into this could you email your details to us using the Contact us form on our website?

When sending the email could you include a link to this thread, state your username so we can identify you in the thread and state the code WRT135 in the subject line to make sure it comes through to us.

Thanks,

Lee

Web Relations Team

Vodafone UK