Vodafone complaints

olip74

Happy to report that I received a refund for my credit today from Vodafone and a gratuity to cover the cost of all the calls I had to make (yes I tried SayNoTo0870 but sometimes you need specific departments). Thanks Ian!

I shouldn't really have to resort to the MSE forums for such a commonplace issue, none of the many employees I spoke to at the online store or on the sales team were any help, which is disappointing. Their promises were often unfulfilled and it was only due to my own diligence that I didn't end up being billed for £400, incurring overdraft charges or being credit blacklisted. There is clearly much room for improvement and it makes me wary about ever taking out another Vodafone contract.

However I have to say the Web Relations team were true to their word and sorted it out first time round and I'm just glad to lay the issue to rest. Keep up the good work guys!

Dame_Davine_Pancake

Ghastly people at Vodafone - I called today (again) as I have a pay as you use datacard (laptop internet thing) - for which they randomly (May, November, December) invoiced for itemised billing, even when the thing hasn't been used (& after calling each time it has been credited). Was told that they have had "new systems" for the last six months and are phasing in the new billing system and that they wrote to me to confirm the change - right.

Horrible little boy in a call-centre refused point blank to escalate (you know who you are Matt ref 3976) plus five mins wait in a queue and 8.5 mins wait having again requested escalation, only to be told no-one was available & that I would get a call-back from a Supervisor at some point this pm (yet to happen). A total of 43 minutes of wasted time - again.

Total joke.

matrix999

Just reading through some of the complaints about Vodafone... It certainly is true that if you receive bad or poor service from a company then its natural to tell others about it...

I think we need to start a thread on the good service received from Vodafone as I for one don't have a bad thing to say about them. I've found the staff excellent to deal with and the reps on this forum do a great and usually thankless job in trying to sort out problems any vodafone customer has.

You've got my vote Vodafone... Keep up the good work! :j

Vodafone_victim

Credit where it is due. Vodafone said they would get back to me within 5 days and they did. The first thing I received was a sincere verbal apology from the webteam member. The chap was polite, interested in where things had gone wrong and happy to go out of his way to put things right

I have received a credit on the dongle that I went and got elsewhere after my intial problems with Vodafone - not something that I was after...if you read my post a couple of pages back I was actually quite scathing (and rightly so) and left it that I didn't want / expect contact

As sincere as Vodafone have now been in their apology, I sincerely wonder why all of their staff cannot be trained to the same high standard as those that deal with complaints. I'm sure they will say that it is down to cost - but with all the freebies, comps and credits they doubtless have to dole out to keep disgruntled customers, surely there would be a saving in doing things right in the first place?

Anyway, I digress - there is hope, because they are making an effort, for which i applaud them:T

Belated thanks to Vodafone and this site for putting power into the consumer's voice:j

Vodafone

billyboy2468 wrote: »

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 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

Hi billyboy2468,

It's always disappointing to hear about instances such as this but I'm sure the Web Relations Team can help you to get this sorted out once and for all.

To get in touch you just need to send us an email with your details using the Contact us form on our website.

When sending the email could you state the code WRT135 in the subject line and include a link to this thread and your MSE username so that we can identify your query?

Many thanks,

happyformonths wrote: »

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.

Hi happyformonths,

I've got my fingers crossed for you as well but in the event that you have any further queries about this please free to contact us via the instructions posted above.

All the best.

olip74 wrote: »

Happy to report that I received a refund for my credit today from Vodafone and a gratuity to cover the cost of all the calls I had to make (yes I tried SayNoTo0870 but sometimes you need specific departments). Thanks Ian!

I shouldn't really have to resort to the MSE forums for such a commonplace issue, none of the many employees I spoke to at the online store or on the sales team were any help, which is disappointing. Their promises were often unfulfilled and it was only due to my own diligence that I didn't end up being billed for £400, incurring overdraft charges or being credit blacklisted. There is clearly much room for improvement and it makes me wary about ever taking out another Vodafone contract.

However I have to say the Web Relations team were true to their word and sorted it out first time round and I'm just glad to lay the issue to rest. Keep up the good work guys!

Hi olip74,

Thanks for letting me know that you've received your refund.

The Web Relations Team certainly do try to put things right for customer wherever we can and I'm pleased that we were able to get this resolved for you.

All the best.

Lee

Web Relations Team

Vodafone UK

Vodafone

Dame_Davine_Pancake wrote: »

Ghastly people at Vodafone - I called today (again) as I have a pay as you use datacard (laptop internet thing) - for which they randomly (May, November, December) invoiced for itemised billing, even when the thing hasn't been used (& after calling each time it has been credited). Was told that they have had "new systems" for the last six months and are phasing in the new billing system and that they wrote to me to confirm the change - right.

Horrible little boy in a call-centre refused point blank to escalate (you know who you are Matt ref 3976) plus five mins wait in a queue and 8.5 mins wait having again requested escalation, only to be told no-one was available & that I would get a call-back from a Supervisor at some point this pm (yet to happen). A total of 43 minutes of wasted time - again.

Total joke.

Hi Dame Devine Pancake,

I'm sorry to see that your most recent experience has been far from ideal but I'm also confident that the Web Relations Team can ensure that this gets resolved for you.

To get in touch you'll just need to follow the instructions I posted for billyboy2468 above and as soon as we've got your email we get back to you as quickly as possible.

Many thanks.

matrix999 wrote: »

Just reading through some of the complaints about Vodafone... It certainly is true that if you receive bad or poor service from a company then its natural to tell others about it...

I think we need to start a thread on the good service received from Vodafone as I for one don't have a bad thing to say about them. I've found the staff excellent to deal with and the reps on this forum do a great and usually thankless job in trying to sort out problems any vodafone customer has.

You've got my vote Vodafone... Keep up the good work! :j

Thanks for the vote of confidence matrix999 - it's really appreciated.

Vodafone_victim wrote: »

Credit where it is due. Vodafone said they would get back to me within 5 days and they did. The first thing I received was a sincere verbal apology from the webteam member. The chap was polite, interested in where things had gone wrong and happy to go out of his way to put things right

I have received a credit on the dongle that I went and got elsewhere after my intial problems with Vodafone - not something that I was after...if you read my post a couple of pages back I was actually quite scathing (and rightly so) and left it that I didn't want / expect contact

As sincere as Vodafone have now been in their apology, I sincerely wonder why all of their staff cannot be trained to the same high standard as those that deal with complaints. I'm sure they will say that it is down to cost - but with all the freebies, comps and credits they doubtless have to dole out to keep disgruntled customers, surely there would be a saving in doing things right in the first place?

Anyway, I digress - there is hope, because they are making an effort, for which i applaud them:T

Belated thanks to Vodafone and this site for putting power into the consumer's voice:j

Hi Vodafone victim,

Thanks for coming back to thread to let everyone know that we've managed to get this sorted out for you. Posts like really do reinforce the fact the we do care about our customers and are keen to get things put right when they do go wrong.

All the best.

Lee

Web Relations Team

Vodafone UK

readalot_2

readalot wrote: »

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.

Update - Following a few more e-mails I was eventually was called by Lee from the WRT. I appreciate that he rang because it cannot be easy calling someone you know is frustrated and angry. Had a very pleasant discussion about what had happened with someone who was sensible, and reached a satisfactory conclusion. It is a pity that you can't get this quality of response first time round which would save all this angst and be cheaper for Vodafone in the long run. Thanks Lee.

Vodafone

It was a pleasure readalot,

Thanks for taking the time to update the thread to let everyone know that we've been able to get this sorted out.

We're always grateful when customers post great feedback about their experience with us.

All the best and I hope you have a great Christmas and New Year.

Lee

Web Relations Team

Vodafone UK

TREVORCOLMAN

My contract is due to end shortly. I had a call on my mobile the other day out of the blue.

Said they were from Voda and wanted to discuss my contract.

Ok I said.

Now before we start for security can you give me.......(cant remember exactly what they asked for).

No I dont think so.

The chap sounded a bit surprised.

I explained that I did not know he was who he said he was.

End of call.

Dont think they will call back.

P4ULT

hi am having problems with vodafone. ive got a nokia 6300 after taking advice from the sales person in the vodafone shop i asked for a robust phone nothing fancy. anyway 4 months later the screen goes blank wuth a slight crack in the top corner i have no insurance as the phone was still in warranty. i rang 191 spoke to a guy who told me to go to the shop and they would exchange it when i got to the shop they told me in no uncertain terms that was a no go. i go back home ring again and lady tells me she will get it picked up which happens about 7 days later i get a phone call saying i have to pay for the repair not very happy but i agree as i need the phone for business. anyway that was nearky a month ago still no phone i rang up 191 again and the guy on the other end of the phone was very unhelpful basically saying it not his fault but i think i should be treated with a bit more respect and possibly have the repair for free to make up for my wasted time and the phone i have had to use in the meantime.when i said to the chap that i had taken the sales persons advice he said that was my fault and that i shouldhe shops thr do my own research so what are the salles people in the shops there for