Vodafone complaints

bj-sailaway

Grrr. I'm not a heavy mobile user, but we have 4 vodafone phones in this family, I've been with vodafone for absolutely years.

I spent ages on the phone this evening, choosing phones to renew all 4 contracts - we were even laughing about what a good last call of the evening it was for him to sell 4 contracts. Then, he glossed over the terms and said 24 months - hang on - you never told me that! 4 phones, basic handsets, same price as last year - but last year we had 3 x 12 month contracts and 1 x 18 month contract. Why do I have to commit to 2 years for 4 contracts, when I never have had to in the past, and I've been with them forever.

I think I've learnt that being lazy and staying with the same supplier doesn't pay. But now I've the hassle of changing provider. What a pain!

What is the 24 month malarkey?

theonlywayisup

Vodafone_company_representative wrote: »

Hi theonlywayisup,

While we're not able to directly assist business customers with upgrades we would usually pass the details to our colleagues and ask that they take a look at what can be done and to get in touch with the customer.

I'm sorry to see that this doesn't seem to have happened in this instance and if you're able to post your email reference number or email us again via the Contact us form on our website quoting WRT135 in the subject and stating your MSE username in the text body.



Lee

Web Relations Team

Vodafone UK

My complaint (on a separate thread) was the fact I was a personal customer who wanted an upgrade. I was advised by Voda that as I owned a business, I would get a better deal if I changed to a business account and THEN upgraded. This is what I did and YES, Voda then told me they couldn't help.

I had a similar reply from Kirsty at Vod eforum team, asking me to send the thread, I did. Same answer. Voda can't help.

Nevertheless, the only thing Voda managed to do was get me my PAC. It arrived by text at 11am yesterday, by noon I had taken out a new contract with O2, phone comes today.

Perhaps Vodafone should stop promising, agreeing and pledging and actually LISTEN to their customers and give the correct advise. I've been with them for nearly 12 years and will never go back.

theonlywayisup

bj-sailaway wrote: »

But now I've the hassle of changing provider. What a pain!

It took me 2 minutes to ask for the PAC (I want to take my number with me). It came by text. I rang O2, chose the phone, tariff etc and gave my PAC. Phone comes today. Old number will be transfered across within 72 hours. No hassle compared to the continued hassle Vodafone inflict on their 'customers'.

demaine04

demaine04 wrote: »

I found a deal on mobiles.co.uk the other day for a HTC Desire, 12 month contract, 300 minutes, unlimited texts and unlimited internet for £40pm. The deal was with vodafone and would cost £29.99 for the handset.

As I'm at the end of my 18 month contract I rang vodafone to get them to match the offer and they said they couldn't. So I asked for my PAC code and that was that.

Then the day after I got a phone call from Vodafone asking why I was leaving etc. I explained and the guy offered to match the deal but with 600 texts and the handset for free.

So I agreed and was told that the handset was out of stock at the moment and that I would receive an email containing the wrong deal information but that he would send an email with all the correct details in.

When I got home and checked my emails there was one stating I'd signed up for a £30pm 24month contract but no second email confirming what was agreed on the phone.

I immediately called up and enquired about why I had not received the correct email. The lady asked me what I agreed and I asked if she could confirm it to me, just to see what had been put on the system as aposed to her just agreeing with what I told her.

She read back word for word what I had agreed (12 months, free handset etc) and said that because it was out of stock the deal would not be changed on my account nor would an email be sent until the phone came back into stock.

Following on from the above I received a letter today confirming my "24 month contract" with 7 days to cancel.

So I rang them and explained the situation being passed from person to person each saying that I agreed a 24 month contract rather than what was actually agreed.

Finally I got through to [Removed - Forum Team] who provided customer service on a whole new level - and that isn't a compliment.

[Removed - Forum Team] used lines such as;

"Well the deal you say you agreed isn't available - you can't just go making deals up."

When asking if the original advisor had left notes of our verbal agreement - "Never mind the notes, let's not get into that - whats been done has been done"

When [Removed - Forum Team] said he had sorted out the issue and put me on a 12 month agreement I was told it would be 7-10 days to receive the handset. I asked if this would be 7-10 days from the original 7-10 days advice or another 7-10 days. [Removed - Forum Team] responded with;

"It's due to the volcano. Unfortunately getting people back from abroad is more important than your phone".


I'm one of the calmest people around and he managed to turn me from a disappointed customer to an enraged one by the end. Why should I stay with a company that treats it's customer with such contempt and with a lack of concern regarding mis-selling.

I've heard so many complaints about customers being told one thing and given another. However I always believed action would be taken against these people - but apparently not. Vodafone couldn't give a damn as long as it brings in the money!

nittygr1tty

hi can anyone tell me the email address for the CEO of vodafone please, am sick to death with the samsung H1 problems, and yes they are known issues as i,ve been on their web forum,

i want a replacement phone have been with them 2 months and its clear they have not provided me with the service i signed up to, this includes 360 service, i signed up to a complete n WORKING service and clearly they are using us as beta testers to get the phone working as it should have been when released,

can someone tell me the CEO address please (email) not intrested to hear the waffle of customer support anymore,

Nameless_Useless

Hello,

Can anyone tell me what rights I have regarding the following issue:

I bought a mobile last year for its internet capabilities and hence the contract included minutes, text and internet usage in the tariff.

However recently I cannot access the internet during office hours in my place of work. I'm not sure this is a problem that vodafone can solve as it seems the network is saturated by internet capable phones and I keep getting fed useless information by useless call centres. What can I do?

Thanks

fatboy88

demaine04 wrote: »

Following on from the above I received a letter today confirming my "24 month contract" with 7 days to cancel....

Maybe worth you requesting your notes from your account if this isnt resolved again.

Vodafone

Hi three1ne,

I recall replying to your email earlier in the week. Have you received this and if so please get back to us as soon as you can so we can get this sorted.

Hi Bj-sailaway,

There are more 24 month contracts out there due to the cost of some new phone models, however there are also some great 18 month contracts too. If you want us to take a closer look at things for you, feel free to contact my team via Web Relations Team.

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

Theonlywayisup,

I’m sorry that we couldn’t help you on this occasion.

All the best.


Hi Demaine04,

I’m disappointed to see the level of service you’ve received. Has this been resolved for you now? If not, feel free to contact the Web Relations Team as above.


Hi Nittygr1tty,

I can understand your frustration if you’re not getting the full use of your phone.

Have you spoken with anyone to discuss this? Feel free to contact the Web Relations Team as above.

Nameless Useless,

If your internet is working fine elsewhere and has worked until recently then there may be a network fault in that area. Feel free to contact us as above if you’d like us to check this for you.

Thanks,

Jenny
Web Relations Team
Vodafone UK

worldwide3rider

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.

Hey all
My partner and I took out a vodafone contract in November 2009, and after a few emails which they didnt reply to I posted the above on the forum and finally got some but not all of my issues resolved.

Now 6 months on since we have taken out my contract the complaint still is not resolved, I often get a reply with something along the lines of "we are sorry about this, i will speak to my manager and will get this sorted"....... I keep chasing and I keep getting fobbed off, it seems to be a case of bluffing me off until I give up!!!

I have other issues with my service now, but it seems pointless chasing or complaining, the call centre staff are awful, yesterday I was told I could sort my issue out on-line, when I asked How? the guy on the phone didn't know!!!

Seen as its been 6 months of agony, both my partner I have taken out new contracts with o2, and am asking vodafone to agree to an early termination of my contract, I understand there will be some fee but I don't agree that I should pay the full fee, I have sinced emailed vodafone about this, I will keep everyone updated - if someone can be bothered to reply.

Seen as vodafone has not kept to their part of the contract we both entered into I will be interested to hear reasons why they think I should pay the full termination fee if they do not agree to a compromise.

My advice to anyone reading these posts thinking of taking out a vodafone contract is dont!!!!!

Mr_Thrifty

voda keep trying to get me to sign up to a 24 month contract to fix a problem i have with my handset (their solution is to 'upgrade' me to a new one even tho i'm perfectly happy with my existing model). i am on 30 day sim only tariff at the moment. there's no way i'm gonna get into a long term commitment with them until the problem with my current handset is sorted. they keep sending me out replacements, but the replacements are duds too. at least this way i can still change networks if i need to.