Vodafone complaints

Intasun32

worldwide3rider wrote: »

I sent the following at the end of Nov last year and I have had nothing back, have resent today!! These guys are awful, they dont care!!:mad: and at the moment I am making sure I spread that word the best I can.

From looking at the past few posts on here, not replying seems to be standard

Wow, you have the patience of a saint.

Look on the bright side maybe it is natures way if telling you not to use Vodafone! I wish I had been pre warned.

Good luck

:beer:

cheekyherb

worldwide3rider wrote: »

I sent the following at the end of Nov last year and I have had nothing back, have resent today!! These guys are awful, they dont care!!:mad: and at the moment I am making sure I spread that word the best I can.

From looking at the past few posts on here, not replying seems to be standard


Re order numbers o71156585 (XXXXXXXXX)
o71017743 (XXXXXXXXX)

We wanted to take this opportunity to let you know how disappointed we were making 2 new pay monthly contract purchases with you on your website recently and pass our comments onto you about your appalling delivery and customer service.

The series of events for our purchases are as follows

· 15th Nov Made order thru your website
· 16th Nov Received email to confirm despatch and next day delivery
· 17th Nov Card left to say items left at local post office (from Parcel Force)
· 20th Nov Called into local post office who had no record of us and no items
· 20th Nov Called Parcel Force who claimed sender requested phones to be returned to
them – we had no correspondence regarding this
· 20th Nov Called Vodafone who connected me to the “warehouse”
who said they can see that the items have been left at a local post office
· 20th Nov Returned to local post office – no such item still, to be safe also
called Parcel Force who again confirmed items where sent back
at the request of the sender
· 20th Nov Called the “warehouse” again who said “they are at the local post
Office. Explained I have tried there and that Parcel Force claimed that
the sender asked for them to be returned, after sometime on hold the lady
on the phone explained that she could see one item was on its way back but
she wasn’t sure where the other one was, but would make sure they were sent out on Monday for next day delivery, I requested for them to be sent to my work address which she agreed to do
· 24th Nov Expected Delivery – nothing arrived
· 24th Nov Called Vodafone, asked to hold and after 5 minutes was cut off
· 24th Nov Called again, and was connected to the “warehouse” – was told that an item was at the local post office waiting for me to collect again. Was Put on hold while the lady investigated (I called the local post office during this time and there
was no item waiting..still!!. Lady came back and explained she was trying to reach the couriers to find out what was going on and could I hold again, I requested for her to call me back as I had already been on hold for 20 minutes from a mobile phone which costs a lot to “08” numbers.
· 24th Nov Lady calls back and explains that the items have not been received back yet but she will make sure I get them on Wednesday but couldn’t do anything
about it until the following day, which I said to her was Wednesday!! She changed this and said I should get them Thursday but she will call me back tomorrow between 12 and 1 to explain what is happening. I asked why had a request been made for the items to be returned, she said because they tried to deliver to you 3 times - which is totally untrue as only one attempt was made on the 17th November, and they were then sent straight to the local post office on the day, which is clearly shown on the parcel force calling card – when I said this, she mumbled in embarrassment.
· 25th Nov No call back as promised
· 25th Nov Tried calling back twice via a number given to me from the warehouse but
No one answered either time
· 25th Nov Called via Vodafone 0870 number and was transferred to the warehouse
Was advised before been transferred to ask for the manager at the warehouse who would be better to help. At the warehouse was told by the advisor the same stories as before but he could ask for a manager to call me back, I explained I keep being promised a call back and nothing happens. I asked for the name of the person who would be calling back and he told me he couldn’t help with my enquiry himself and couldn’t give me that name of the manager. I was promised I would be called by 3pm
· 25th Nov No call received, tried calling the warehouse number I was given and
was hung up on again! when been transferred
· 25th Nov After over an hour of been bounced between different departments
The warehouse claim the order o71017743 will be sent to me tomorrow,
but they didn’t know where the other order was and I would have to
wait for it to arrive back with them before they could resend it, even though
they didn’t know when that was or when it could be. I said I wasn’t happy with this and was transferred back to customer services who I had to explain everything else too again, after sometime she agreed to refund our first months bill as a gesture of goodwill, however explained that it looked like the contracts had been cancelled but she had to keep me on the phone whilst she sorted the matter. This took sometime and at the end of the call
it was agreed that an additional £15 gesture would be made towards the cost of this and all other calls (this was after she said I could take a bill into the Vodafone store and get all costs refunded, I have spent about £40 on calls to you chasing this and I cant see this on my recent bill) at the end of the call she said both phones would be sent to me tomorrow at my work address.
· 25th Nov I get a call from the supervisor at the warehouse who says she has looked
Into this and “thinks” both phones will be with me Friday, I explained that customer services told me tomorrow a few hours ago and she says OK if 2 turn up can you ring me and let me know so I can cancel the order, I explained that I felt I had done enough calling and for them to call me, she then changed her mind and said that one phone could come tomorrow and one on Friday – she got more confused as time went time and then changed this to both tomorrow and then back to one tomorrow and one Friday.
· 25th Nov Text sent to say delivery will be tomorrow
· 25th Nov Another text received – delivery will not be as planned
· 25th Nov Another text received – delivery will be tomorrow
· 26th Nov Another text received – delivery will be today
· 26th Nov Email received from data select to confirm o71017743 (XXXXXXXX) will
arrive today
· 26th Nov One phone (XXXXXXXX) finally arrives but with no SIM card and no years
Free cinema Booklet as promised using the “FREECINEMA” promo code from Quidco
· 26th Nov Called again and was transferred to warehouse who are sending another
SIM which I would have to wait for but should be delivered “tomorrow”
· 26th Nov Second phone arrives, again missing the years cinema tickets booklet
· 26th Nov SIM doesn’t work on 2nd phone, had to call to sort and was told by
The operator this should have been yesterday when this mess was sorted out
· 27th Nov Replacement SIM doesn’t arrive, called the warehouse again who advised
The best route would be for me to visit a Vodafone store and ask for a SIM
Card there (oddly enough the sim which was posted to me has still not arrived so I am glad I took this option of visiting the store rather than
Waiting for this which was promised to be in the post

To put the cherry on the cake, you then sent be a bill for the additional delivery costing £5 – which I had to call about!!

I am sure you will agree that the purchase of these mobile phones has gone anything less than smoothly; I have been greatly inconvenienced and have been given the total run around and lied to a number of times from your warehousing department. Not only has my time been effected this has cost me greatly too, firstly about £40 in call costs to you and we have both had to pay an additional months line rental on our old contracts with o2 – (who provided great service by the way), as these phones didn’t arrive on time to cancel as we had planned (we even gave a week to play safe) . I appreciate there has been a months free line rental as a gesture of goodwill however I feel this doesn’t totally cover the costs I have incurred (especially as some of this free time is likely to be a charge for when the phone hadn’t arrived anyway) and I only have this promise verbally from a call centre so am wary whether I will get it or not. Perhaps you can confirm this

We also made our purchases thru Quidco, who pays £90 cash back for a complete transaction (I am sure you are aware of how this works) however from what I understand the transaction should be completed wholly online and be smooth – I hope you can check with your relevant department that they will still be paying out this commission to Quidco who in return will be paying me my cash back, if your relevant department refuses this we will be both down a further £90 each so I would appreciate you also looking into this matter and informing me of your findings (I have attached a quidco print out that shows this offer and the offer of the free years cinema vouchers which we both missed out on as detailed above)

Not once have I received a proper apology for this matter and not once has it been explained why the phones where requested to be sent back and why I have been messed around so much. This goes totally against the “we want you to feel special” leaflet I had with my welcome pack.

Is this the level of service I should expect to receive from you over the next 18 months whilst I contracted to stay with you? I am sure in such a competitive market word of mouth does a lot for business; well I certainly will be making sure I tell friends, families and colleagues to stay well clear of you if you are unable to provide a satisfactorily reason/outcome.

We look forward to hearing from you.

This sound so familar to something I experienced six months ago and simlar to trying to upgrade a contract now. Vodaphone really are the pits.

Blue_Parrot

Now I'm not getting itemised bills any more.

Here is a copy+paste from my page on the Vodafone website:

You receive your bills in these formats:

• Online billing
• Itemised paper bills ( £ 1.50 per bill )

So, I'm paying £1.50 extra per bill but the paper bill is only the summary sheet. No itemised lists.

How can I check that they are billing me correctly without itemised billing on paper? (Have you ever tried to check your online billing, online? It is a rat's nest, and why the F should I have do that every month if I'm PAYING EXTRA?)

On January 1st, I emailed them. They emailed back, saying they'd respond properly "within 48 hours".

10 DAYS have elapsed and my "ticket" is still live on their website. i.e., no one has looked at it yet.

A bit of snow holding you up, is it, Vodafone? For ten whole days?

:huh:

Vodafone

worldwide3rider wrote: »

I sent the following at the end of Nov last year and I have had nothing back, have resent today!! These guys are awful, they dont care!!:mad: and at the moment I am making sure I spread that word the best I can.

From looking at the past few posts on here, not replying seems to be standard


Re order numbers o71156585 (XXXXXXXXX)
o71017743 (XXXXXXXXX)

We wanted to take this opportunity to let you know how disappointed we were making 2 new pay monthly contract purchases with you on your website recently and pass our comments onto you about your appalling delivery and customer service.

The series of events for our purchases are as follows

· 15th Nov Made order thru your website
· 16th Nov Received email to confirm despatch and next day delivery
· 17th Nov Card left to say items left at local post office (from Parcel Force)
· 20th Nov Called into local post office who had no record of us and no items
· 20th Nov Called Parcel Force who claimed sender requested phones to be returned to
them – we had no correspondence regarding this
· 20th Nov Called Vodafone who connected me to the “warehouse”
who said they can see that the items have been left at a local post office
· 20th Nov Returned to local post office – no such item still, to be safe also
called Parcel Force who again confirmed items where sent back
at the request of the sender
· 20th Nov Called the “warehouse” again who said “they are at the local post
Office. Explained I have tried there and that Parcel Force claimed that
the sender asked for them to be returned, after sometime on hold the lady
on the phone explained that she could see one item was on its way back but
she wasn’t sure where the other one was, but would make sure they were sent out on Monday for next day delivery, I requested for them to be sent to my work address which she agreed to do
· 24th Nov Expected Delivery – nothing arrived
· 24th Nov Called Vodafone, asked to hold and after 5 minutes was cut off
· 24th Nov Called again, and was connected to the “warehouse” – was told that an item was at the local post office waiting for me to collect again. Was Put on hold while the lady investigated (I called the local post office during this time and there
was no item waiting..still!!. Lady came back and explained she was trying to reach the couriers to find out what was going on and could I hold again, I requested for her to call me back as I had already been on hold for 20 minutes from a mobile phone which costs a lot to “08” numbers.
· 24th Nov Lady calls back and explains that the items have not been received back yet but she will make sure I get them on Wednesday but couldn’t do anything
about it until the following day, which I said to her was Wednesday!! She changed this and said I should get them Thursday but she will call me back tomorrow between 12 and 1 to explain what is happening. I asked why had a request been made for the items to be returned, she said because they tried to deliver to you 3 times - which is totally untrue as only one attempt was made on the 17th November, and they were then sent straight to the local post office on the day, which is clearly shown on the parcel force calling card – when I said this, she mumbled in embarrassment.
· 25th Nov No call back as promised
· 25th Nov Tried calling back twice via a number given to me from the warehouse but
No one answered either time
· 25th Nov Called via Vodafone 0870 number and was transferred to the warehouse
Was advised before been transferred to ask for the manager at the warehouse who would be better to help. At the warehouse was told by the advisor the same stories as before but he could ask for a manager to call me back, I explained I keep being promised a call back and nothing happens. I asked for the name of the person who would be calling back and he told me he couldn’t help with my enquiry himself and couldn’t give me that name of the manager. I was promised I would be called by 3pm
· 25th Nov No call received, tried calling the warehouse number I was given and
was hung up on again! when been transferred
· 25th Nov After over an hour of been bounced between different departments
The warehouse claim the order o71017743 will be sent to me tomorrow,
but they didn’t know where the other order was and I would have to
wait for it to arrive back with them before they could resend it, even though
they didn’t know when that was or when it could be. I said I wasn’t happy with this and was transferred back to customer services who I had to explain everything else too again, after sometime she agreed to refund our first months bill as a gesture of goodwill, however explained that it looked like the contracts had been cancelled but she had to keep me on the phone whilst she sorted the matter. This took sometime and at the end of the call
it was agreed that an additional £15 gesture would be made towards the cost of this and all other calls (this was after she said I could take a bill into the Vodafone store and get all costs refunded, I have spent about £40 on calls to you chasing this and I cant see this on my recent bill) at the end of the call she said both phones would be sent to me tomorrow at my work address.
· 25th Nov I get a call from the supervisor at the warehouse who says she has looked
Into this and “thinks” both phones will be with me Friday, I explained that customer services told me tomorrow a few hours ago and she says OK if 2 turn up can you ring me and let me know so I can cancel the order, I explained that I felt I had done enough calling and for them to call me, she then changed her mind and said that one phone could come tomorrow and one on Friday – she got more confused as time went time and then changed this to both tomorrow and then back to one tomorrow and one Friday.
· 25th Nov Text sent to say delivery will be tomorrow
· 25th Nov Another text received – delivery will not be as planned
· 25th Nov Another text received – delivery will be tomorrow
· 26th Nov Another text received – delivery will be today
· 26th Nov Email received from data select to confirm o71017743 (XXXXXXXX) will
arrive today
· 26th Nov One phone (XXXXXXXX) finally arrives but with no SIM card and no years
Free cinema Booklet as promised using the “FREECINEMA” promo code from Quidco
· 26th Nov Called again and was transferred to warehouse who are sending another
SIM which I would have to wait for but should be delivered “tomorrow”
· 26th Nov Second phone arrives, again missing the years cinema tickets booklet
· 26th Nov SIM doesn’t work on 2nd phone, had to call to sort and was told by
The operator this should have been yesterday when this mess was sorted out
· 27th Nov Replacement SIM doesn’t arrive, called the warehouse again who advised
The best route would be for me to visit a Vodafone store and ask for a SIM
Card there (oddly enough the sim which was posted to me has still not arrived so I am glad I took this option of visiting the store rather than
Waiting for this which was promised to be in the post

To put the cherry on the cake, you then sent be a bill for the additional delivery costing £5 – which I had to call about!!

I am sure you will agree that the purchase of these mobile phones has gone anything less than smoothly; I have been greatly inconvenienced and have been given the total run around and lied to a number of times from your warehousing department. Not only has my time been effected this has cost me greatly too, firstly about £40 in call costs to you and we have both had to pay an additional months line rental on our old contracts with o2 – (who provided great service by the way), as these phones didn’t arrive on time to cancel as we had planned (we even gave a week to play safe) . I appreciate there has been a months free line rental as a gesture of goodwill however I feel this doesn’t totally cover the costs I have incurred (especially as some of this free time is likely to be a charge for when the phone hadn’t arrived anyway) and I only have this promise verbally from a call centre so am wary whether I will get it or not. Perhaps you can confirm this

We also made our purchases thru Quidco, who pays £90 cash back for a complete transaction (I am sure you are aware of how this works) however from what I understand the transaction should be completed wholly online and be smooth – I hope you can check with your relevant department that they will still be paying out this commission to Quidco who in return will be paying me my cash back, if your relevant department refuses this we will be both down a further £90 each so I would appreciate you also looking into this matter and informing me of your findings (I have attached a quidco print out that shows this offer and the offer of the free years cinema vouchers which we both missed out on as detailed above)

Not once have I received a proper apology for this matter and not once has it been explained why the phones where requested to be sent back and why I have been messed around so much. This goes totally against the “we want you to feel special” leaflet I had with my welcome pack.

Is this the level of service I should expect to receive from you over the next 18 months whilst I contracted to stay with you? I am sure in such a competitive market word of mouth does a lot for business; well I certainly will be making sure I tell friends, families and colleagues to stay well clear of you if you are unable to provide a satisfactorily reason/outcome.

We look forward to hearing from you.

Good Morning worldwide3rider,

It certainly isn't the level of service we ever expected you to receive and we won't let it continue.

Please email me using our Contact form including WRT135 in the subject line. Please also include your username and a link to this thread.

I look forward to hearing from you shortly.

Blue Parrot - Lee will be in touch today.

All the best,

Kay
Web Relations Team
Vodafone UK

DIVA

Having read a few of the posts- I have realised I am not on my own!
I renewed my contract in August (after 4 years on same tariff and with same old phone!). I have had nothing but hassle as I do every time when I renew with Vodafone(been with them around 8 years!)
This time round I decided to renew with a witness present as they offer you one thing and give you another!
So the saga started with a very easy phone call to renew contract whereby I was given a contract for £33. This was confirmed by my "witness". I got my phone through acouple of days later(wow i thought...no problems!)The handset turned out to be faulty- so they replaced it; the 3rd one turned out to be faulty too! they collected it(this is all within the 1st week!) the next 4 weeks were hell! I called daily to chase up my new handset! Every phone call was a different story! ( in the 3rd week I managed to score myself half price line rental for inconvenience caused! Pacified me for a while!) No handset to be seen so decided to go into Vodafone store; I got told that they are separate unit to phone renewals/web renewlas. But as I had had problems he would call and find out where my handset was. Upon enquiring he was told that a new one wasn't dispatched due to the previous one not being received! Surely that's a courier issue and not mine! He sorted that out and I got a new handset the next day!
Upon checking my bill to ensure I was receiving the half price line rental, I realised that I was on a much higher tariff of £55! I wrote to them to query it but had no response. I wrote back requesting termination of contract due to breach in terms and got a response to say that that was ok once I returned my phone....(sounds guilty to me) and provide written proof of contract- I only have delivery notes of phone. So I spoke to Which Legal who advised me to request for phone transcripts to prove the offer in order to retrieve money owed to me( not to mention the cost of time and money chasing them up daily for 4 weeks and not having a working handset for that time!) Till to date, I have had no response from them! i am today writing to them to chase the matter up....Avoid this company at all cost! Which consumer magazine is actually doing a survey on people who have been conned by Vodafone! we are obviously no on our own! I am hoping for the vodafone representative to comment....

Former_MSE_Dan

Hi folks,

In terms of contacting Vodafone, they have asked me to point out that Vittorio Colao is not the CEO of the UK side of Vodafone - that is Guy Laurence who can be contacted at [EMAIL="guy.laurence@vodafone.com"]guy.laurence@vodafone.com.

[/EMAIL]Alternatively if you've got problems you can [FONT=&quot]can email the Web Relations Team via the Contact us form on its website quoting the code WRT135 in the subject

Hope this is helpful

Dan
[/FONT]

Former_MSE_Dan

Hi folks,

In terms of contacting Vodafone, they have asked me to point out that Vittorio Colao is not the CEO of the UK side of Vodafone - that is Guy Laurence who can be contacted at [EMAIL="guy.laurence@vodafone.com"]guy.laurence@vodafone.com.

[/EMAIL]Alternatively if you've got problems you can [FONT=&quot]can email the Web Relations Team via the Contact us form on its website quoting the code WRT135 in the subject

Hope this is helpful

Dan[/FONT]

Blue_Parrot

Vodafone_company_representative wrote: »

Blue Parrot - Lee will be in touch today.

All the best,

Kay
Web Relations Team
Vodafone UK

I have had an email from Lee, attaching the pages of this month's bill which were missing from the paper version - which I am paying extra for. Good. But read on.

However, Lee goes on to say that he/they/Vodafone have no knowledge of my email of 1st January, which I left on their, Vodafone's website.

I have copied back to Lee, the automatically-generated-response I got from Vodafone having used their "Email Us" link on their, Vodafone's website. This response contains the line:

"We've passed your message to your dedicated customer service team -
they'll be in touch within two working days. "

Warning: the "Email Us" link on Vodafone's website is mere decoration. It is a bit of DESIGN. It (presumably) makes them feel that they have an "instant" way of communicating with their customers, on their own website.

To get Vodafone to respond, don't do that. Post something here instead. This is a 3rd party website and has nothing to do with Vodafone - what does that tell you?

Ashok_2

Just in case the thread is missed, I have written a complaint here.

Vodafone

DIVA wrote: »

Having read a few of the posts- I have realised I am not on my own!
I renewed my contract in August (after 4 years on same tariff and with same old phone!). I have had nothing but hassle as I do every time when I renew with Vodafone(been with them around 8 years!)
This time round I decided to renew with a witness present as they offer you one thing and give you another!
So the saga started with a very easy phone call to renew contract whereby I was given a contract for £33. This was confirmed by my "witness". I got my phone through acouple of days later(wow i thought...no problems!)The handset turned out to be faulty- so they replaced it; the 3rd one turned out to be faulty too! they collected it(this is all within the 1st week!) the next 4 weeks were hell! I called daily to chase up my new handset! Every phone call was a different story! ( in the 3rd week I managed to score myself half price line rental for inconvenience caused! Pacified me for a while!) No handset to be seen so decided to go into Vodafone store; I got told that they are separate unit to phone renewals/web renewlas. But as I had had problems he would call and find out where my handset was. Upon enquiring he was told that a new one wasn't dispatched due to the previous one not being received! Surely that's a courier issue and not mine! He sorted that out and I got a new handset the next day!
Upon checking my bill to ensure I was receiving the half price line rental, I realised that I was on a much higher tariff of £55! I wrote to them to query it but had no response. I wrote back requesting termination of contract due to breach in terms and got a response to say that that was ok once I returned my phone....(sounds guilty to me) and provide written proof of contract- I only have delivery notes of phone. So I spoke to Which Legal who advised me to request for phone transcripts to prove the offer in order to retrieve money owed to me( not to mention the cost of time and money chasing them up daily for 4 weeks and not having a working handset for that time!) Till to date, I have had no response from them! i am today writing to them to chase the matter up....Avoid this company at all cost! Which consumer magazine is actually doing a survey on people who have been conned by Vodafone! we are obviously no on our own! I am hoping for the vodafone representative to comment....

Hi DIVA - I can't begin to imagine how traumatic theses chains of events have been for you. You have been a loyal customer and the way you have been treated is unacceptable. I therefore invite you to contact us at the Web Relations Team where I promise you we will do our very best to resolve the issues.

(When contacting, please quote the code WRT135 in the subject line. In the message body, please include a link to this thread and your user name. This will ensure that the message comes directly through to our team.)

Thanks

Sukhi
Web Relations Team
Vodafone UK