Vodafone complaints

olip74

I am assured that this has now been sorted, so will wait and see and report back.

Thanks for your prompt response Ian!

Vodafone_victim

I have just sent the below email to the MD of Vodafone, following a recent cataclysmic customer service experience. I haven’t read the full 22 page thread here, but the fact that it exists should be enough warning for everyone to steer clear of Vodafone as if their very lives depend on it.

They can’t trace an order, can’t repeat your name, refuse to believe there is any house in the UK numbered 13 and single-handedly failed to take an order off me (despite over 11 attempts in a period of over 40 minutes, during which I was cut off more than once...) The tale of woe below is heavily abbreviated, but should serve as due warning. Use these pirates at your peril...They are only outranked by Virgin Media for their incompetence



Sir,

On Thursday 10th December 2009, I attempted to make a purchase from your website. The website was not functioning correctly, so instead I rang your company and someone took the order over the phone. I fully appreciate they merely went to your website and did what I couldn’t from home – the operator even informed me that she was having difficulty on the website,but did eventually manage to process the order

I have included the details of the order below for your reference

Here is an update
on your order


Hello ********

Thanks for choosing us and ordering the items listed below. Your order
number is o75573076. You may like to keep it handy in case you have any
queries.

Your order

Items Monthly One off

Phone/device:
Vodafone USB Modem Stick - TopUp and Go £ 29.00
Price Plan:
Pay As You Talk anynet £ 0.00



Delivery Free
Total £ 0.00 £ 29.00


Today, Friday 11th December 2009, I received an email stating there was a problem with the order.

Naturally, I rang Vodoaphone to resolve the discrepancies, believing that some sort of ’verbal typo’ with my name, address or credit card details would have been made. (MSE ADDITION: It was a credit card order – I have thousands of pounds available credit and an A1 credit rating and zero debt – in other words, the fault was vodafone’s, not mine)

What happened next actually defies belief, but I suspect may just be the norm for your company. I won’t bore you with the details, but lets just say that your claim to be a communications company is an oxymoron

Over a period in excess of 40 minutes I was cut off three times – 1 time deliberately, I suspect.

I spoke to 11 individulas, none of whom could or would help, none of whom took responsibility or ownership for dealing with my problem and none of whom showed any interest, urgency or initiative.

In the middle of a recession it beggars belief that a member of the public rings up to make / correct an order and is unable to do so due to the disinterest / inefficiency of your staff - one of them even told me that he 'wasn't bothered' if I placed an order with them!

I do not accept that it is beyond the wit of man to trace an order number that has been given to you, or to trace an order by surname of postcode – that should take mere seconds. It should also only take seconds to see where the initial order went wrong and to correct it – but this too seemed impossible

I must confess I would not be writing to you under normal circumstances – I would simply take my business elsewhere. Unfortunately, the product I am attempting to purhcase is a gift, and yours is the only network that will work decently in the area where the recipient lives

So, having already wasted a great deal of time, I find myself emailing you with a simple request – can you get someone vaguely interested and
intelligent to ring me to do the following:-

1. Explain EXACTLY WHY the first order went wrong (I have no doubt that my name, address or card details were transcribed incorrectly by your staff – the name Vaughan seemed to fox everyone of them, and your staff simply refuse to believe that there are any homes in the UK with the number 13)
2. Ammend the incorrect details and process the order, or start a new order

During Saturday 12/12 I remain contactable on ******************. Should I not hear from you, I shall assume you do not value your customers and I will go elsewhere. I have never had such shocking service, anywhere, ever.

Sincerely,

*****************

**Upsy_Daisy**

Wow - I posted a seperate thread last night - I didn't know the problem with vodaphone was this big.
I thought I was the only person being scr*wed by this company but it seems like company policy to create havoc and leave dissatisfied customers all over the country.

Vodafone

Hi There

Vodafone victim - Ordering online is supposed to be quick and easy. It's evident from your post that this hasn't been your experience.

Getting everything ready for Christmas is always stressful. I'd love to sort this out for you so you can get on with enjoying the important things this time of year.

So that I can look into this please could you send me an email from here with a link to this thread and your username? Make sure you include the code WRT135 in the subject line when you send it so that it comes straight to my team.

**Upsy Daisy** - I've replied in your other thread earlier today.

All the best

Kirsty
Web Relations Team
Vodafone UK

Vodafone_victim

Kirsty,

Many thanks for the offer of help, but your company had ample time to resolve this issue - I count the 40 minutes I was on the phone and the times they hung up on me and told me they weren't bothered...

Additionally, I have had no contact from the email I sent to your boss. I have no doubt he doesn't work Saturday, but you'd think someone would be covering his email

The email I did receive late today, indicates you are targetting a 5 day response. If a comms company thinks 5 days is acceptable to look up an order, then its not hard to see why your company's value has dropped 75% in the last decade

I don't think you have any concept of how furious and frustrated this matter has left me - and under such circumstances I vote with my feet and wallet and have gone elsewhere

I do believe in consumer power and I shall do everything in my power to convince friends and family to leave Vodafone

It's a basic principle of business - if you let one customer down, they tell ten of their friends - this website and the vitriole aimed at your company is proof enough of that

Try and understand for a second how people on here feel when they are treated in this manner and try and get your bosses to do something about it...

Kudos to you, though, for being the public face of a failing company - that can't be an easy job...

readalot_2

How hard can it be? I have e mailed now 7 times and had replies none of which deal with my problem. On Thursday I e-mailed again and put WRT135 in the title as advised in posts above, no reply so far. I also tried ringing 191, was on for 9 minutes, told I was being transferred and was promptly cut off. You have to wonder when they know you have been cut off why don't they ring you back?

In fact my rollover minutes are only short by 7, my concern is that there is clearly a problem on my account for this to have happened and it is that that I want sorting out.

Just as others posting here I am getting very annoyed. My contract, and that of my daughter and her boyfriend, are up for renewal in March. I usually do all three together and if this continues I will be moving us all to another network.

Hursty

Vodafone Rep

Please see a copy of an email I have tried to send today to vodafone only to have an "Error" screen show & the email not be sent.

Hi
I've recently (Dec 2nd) taken a contract out with a Samsung H1.
I've had problems with the phone from the start with emails not syncing, etc. I've used the eforum and received help from Lee_Vodafone (my username is da****)
ANyway, the battery died on my handset on Friday. Lee advised that there was a fault with the handset & I should get e replacement.
I arranged, on saturday, for a replacement to be sent (having spoken to 3 different advisors). Originally, the female advisor told me that my phone would be exchanged on Thursday 17th. I was pleasantly surprised when I received a text later on saturday advising that the phone would be exchanged on tuesaday 15th.
To my amazement I received another text from vodafone yesterday advising that my phone would now be exchanged on monday 14th december. Brilliant!
I arrange for all the data, etc to be erased from my handset, pack it up as advised and arranged for a day off work today. Thankfully, I had the foresight to forward the text i received from vodafone to my wife's handset.
So, I wait diligently in today awaiting the exchange.
At 4pm today I decided to contact 191 to find out the status of my collection. The customer services adviser, Chris, has no records that my phone was to be exchanged today. Instead, he advises, the collection is booked in for tomorrow (Tuesday 15th!!)!!! What is going on?? I take a day off work to await a collection as advised by vodafone, only to be told that it wont happen today & Chris isn't sure why I received the text advising that the collection would take place today! Chris was very nice and courteous on the phone, but this is not the problem. The problem is I had to take a day off work to have a faulty handset collected which didn't happen!
I would ideally have liked to have replaced the phone with a HTC HD2 as I'm not sure that the problems with the H1 will ever be rectified, but as the battery died on day 8, it was outside the return window I was advised! How unlucky does that appear to be!
I will quote the full contents of the text I received below:
This is to confirm your vodafone order has now dispatched for exchange on Monday 14/12 between 8:00 and 18:00 to House Name ********, postcode **********. Please ensure the item to be returned is available with someone to sign and complete the exchange. If you are returning a handset, then please ensure that you have removed the SIM card and any personal data from the handset and that it is boxed up with the accessories ready to hand to the courier. Your order will be delivered by DPD on consignment number *******. Thank You

Can you please advise what can be done to rectify this situation please? As I am having to hastily arrange for someone to be available tomorrow now & this is totally unacceptable.

Kind regards

*********


Can you please help me rectify this situation please?

Hursty

I've just tried to email vodafone twice more with the details of my query & still it wont go through. I keep getting this message "
Error the page you are trying to access is not available. Please contact the administrator for more details."

This is getting more ridiculous by the minute!:mad::mad:

liljh

i actaully ended up with bank charges due to vodafone taking money out of my account even tho i had cancelled my direct debit! Long story short they were meant to refund my charges into my bank account within 7-10days but as you guessed ths didnt happen so i called vodafone and got sumone helpful who thn requested this for me on the 8th of this month. Does anyone know if the money will be in my account soon as the money rightfully belongs to me and at this time of year it helps?

mobilejunkie

Perhaps they meant 18th 2010. That way they might hope you till have forgotten since their primary ambition in life is to take as much from their customers as they can and make it virtually impossible to get it back!