Vodafone complaints

Vodafone

Good Morning Hursty,

I can certainly understand the frustration this has caused, I don't have a definite answer as to why the text you received was sent early.

If you would like me to check the progress of delivery for you please feel free to contact me using the instructions in Kirsty's post, if you get the same error message please let me know.

liljh - As I'd need to check your account to look into this please email me your details (using Kirsty's instructions) and I'll be in touch.

readalot - We are currently working through our emails and will be with you shortly.

All the best,

Kay
Web Relations Team
Vodafone UK

happyhunter

Hursty wrote: »

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:

I think you get this error if you spend too much time writing up your email on that webpage. Try writing up your email on a notepad or some other editors, then access the Contact Us webpage, and then copy/paste & submit the query.

Save the contents of your editor in case you need to write another one if they don't reply.

Hursty

Vodafone_company_representative wrote: »

Good Morning Hursty,

I can certainly understand the frustration this has caused, I don't have a definite answer as to why the text you received was sent early.

All the best,

Kay
Web Relations Team
Vodafone UK

Hi Kay

Thanks for coming back to me. Unfortunately, your email doesn't help a lot. It certainly was frustating yesterday, waiting in for a collection that was never going to happen. But the text I received wasn't sent early as you say, it was sent with the wrong date on it. That is why I'm annoyed, if the text had said Tuesday 15th December, then that's ok, but it didn't. It specifically said Monday the 14th, so it wasn't sent early it was sent wrongly.
Can you please advise as to what vodafone can do to help me with this please?

Hursty

Still no response from Vodafone. I eventually managed to send my email late Monday night, but haven't heard a sausage back from them. Could a vodafone rep please contact me as I'm really not very happy with the support I appear to be (not!) getting

Vodafone

Hi Hursty.

It does certainly appear that the text was sent incorrectly. Sincere apologies for this. Its very annoying to be waiting around.

I trust that you have now received your phone?

If there's anything else i can help you with please contact us

Best Wishes
Ben
Web Relations Team
Vodafone UK

billyboy2468

worst move i ever made.constantly being charged for skymobile wich i never ordered.basicly got to phone up every month to TRY and get my money refunded.was told will be another 8 yes 8 working days before they refund me.girl on phone hung up on me for no reason.all details been passed on to Vittorio Colao(top man i presume)get phonecalls fromsame person every other week,english bloke lookin for keith.think someone may have used sim before me.thinking of terminating my contract using something like breach of contract.anyone know where i stand,about year of 2 year contract to go.i should never have left orange.dont touch them with a barge pole

baldelectrician

If you are getting nuiscance calls you should be able to get your number changed at no cost

If you still have your old (orange) number- even on payg you could port it over to vodafarce for the remainder of your contract

happyformonths

Interesting reading.

My experience on Monday was of being blatantly and continually lied to during the course of two sales calls I received (only halfway through my 18-month Vodafone contract).

I'll try to keep it short.

I was phoned with the explanation "we're going through customers' accounts and seeing how they're running and if we can save them any money". I don't use all my minutes (or anywhere near) so the salesman said I could save £10 a month by switching down to a 300-mins package rather than the 600 I was on. Great! And it got better - I could have that deal discounted for 9 months to £15. AND I could have a new handset!! Wow. So obviously there had to be something in it for Vodafone. I asked what the catch was, and he said "There's no catch".

I asked twice about what the benefit was to Vodafone and eventually he admitted that I'd be re-starting my contract. Interestingly, he didn't actually use that exact phrase - he may never have used the word "contract" - but he let me "guess" what the situation was and confirmed it. He said "We just want to keep you a bit longer."

Fine - I was happy to go for another 18 months (so 9 months longer than originally planned) with that deal.

I thought about it for a few hours and couldn't see any problem, so when he rang back I accepted it. Again, it was repeated - £25 a month, for the same package I was getting only with half the minutes, discounted for 9, to stay that extra 9 months. OK.

Got my shiny new handset today. No paperwork with it - even though when I'd asked, twice, for some paperwork to be sent out so that I could read through the contract carefully, he said "It'll all be sent together with the phone". I expected it'd probably just come in the post.

Got an email this evening confirming a *£35/month* contract on a *different phone number*, which, it turns out, is a contract ADDITIONAL to the one I'm already running. So I'd have two phone numbers, and be paying £70 a month. What were you saying about "saving money", Mr Salesman?

I only got to the bottom of how badly I'd been misled because I phoned to query the £35/month figure. I didn't even notice the different phone number at first.

The (very helpful) woman I eventually spoke to told me that I couldn't stop or reduce my original contract, and that they don't just change them halfway through. And the only thing I could do to not pay for 2 contracts would be to send back the new phone and I'd then be back on my old contract just as it was.

Needless to say, I didn't really want to do this (never mind about the whole afternoon setting up the new phone) because basically that would be just saying "oh right, we didn't get away with it this time, never mind, let the customer go back to how they were". Instead of what I was promised, which was a better deal. So I insisted, and eventually she has sorted me out - I THINK - time will tell; not sure I trust the right thing to be billed, now, but hopefully I've pretty much ended up with something close to the deal I'd been promised by the original salesman.

The point of all this is that I had two long conversations with the original salesman (who was foolish enough to give me his full name, which of course I have given back to Vodafone in a complaint email), asked plenty of sensible questions about the "deal" I was being offered, and there was NEVER any mention of a) getting a second phone number or phone line; or b) continuing to pay for my old contract for the original period. In fact the whole call was about "we want to save you money" and "you were paying £35 before, and now you'll be saving £10 a month cos you weren't using all those minutes".

Oh, I DO hope they recorded the calls.

It takes my breath away how blatant this mis-selling was. I'd had no worries about Vodafone until now, but this has seriously tarnished them in my eyes.

mobilejunkie

I doubt Vodafone will care - they almost certainly encourage this kind of behaviour. The sales people probably all work entirely on commission and lying and false promises is normal to the organisation. This is an awfully common story I'm afraid!

I will give credit where it is (very rarely with this lot) due though. Vodafone overcharge me time and again in one particular situation - each time I have to call up and go through hoops to sort it (but it DOES get sorted). This time I got pretty stroppy with their customer care assistant - and (for a change) they didn't put the phone down or lie. I managed to prevent them (several times) transferring me to what I knew full well was the WRONG department (I WAS speaking witht he right one!) and then (without asking) was put through to a more senior adviser. This surprised me; in the past (like many others) I have encountered many times the "there isn't a manager available", "I AM a manager" (when they obviously aren't), "managers don't speak with customers", "we don't have managers" etc etc. Not only was the issue dealt with on one (albeit very long) call, but they also gave me a generous amount of compensation which I hadn't solicited.

It's a pity this kind of response doesn't happen usually - though whenever I get the inevitable sales calls I always tell them what I think of the organisation outright and reject all suggestions of upgrades etc (citing the consistent feedback of sites like this one showing that they lie and are totally untrustworthy in such matters). Still, one small green shoot deserves to be nurtured - 'cause there ain't any to be seen where one of their dealers (Mobiles.co.uk) is concerned!

happyformonths

I hear you. If I am now sorted out, as I hope, it only took 1 45-minute phone call and I spoke to a genuinely helpful and apologetic person. It's just a shame I was ever in that position as, prior to the sales call, I was quite happy bumbling along with my previous contract and shouldn't ever have been in the position to have to get them to sort something out.

The response I had via email was quick but inadequate (just a load of "we take your comments seriously/we hope this reassures you" cut-and-pastes).

Fingers crossed that'll be the end of it.