Vodafone complaints

abiandtom

I gave all the same problems as the last 3 posts and i have written a strongly worded to guy laurence the ceo of vodafone uk. just awaiting a reply

eco

How I wished I'd spotted this thread earlier, I got a contract phone from Vodaphone, it was an absolute pain, they despatched it late and as my number was been transferred over, ended up with no phone that worked till I could get to the parcel co to collect it, they said if I refused to collect it it would terminate my contract but either way I wouldn't have my number back and I would be without a phone, there call centre was extremly unhelpful.

Been the idiot I am tho I decided that was probably a one off and I decided to get mobile broadband from them, they sent an email to say it was despatched, well it wasn't I emailed them and they said they were out of stock and will contact me when it is, I've since emailed them and told them to cancel it, but surprise surprise they have ignored my email, I'm going to try the one at the beginging of this thread when my mobile runs out never again will I be a Vodaphone customer they are beyond useless.

dfh

mobilejunkie wrote: »

poast away!

What is poast?

mobilejunkie

Whatever it was before you altered it to "post"!

Guys_Dad

mobilejunkie wrote: »

Either:-
Don't accept the phone and send them a Letter Before Action instisting that they send you another brand new one or you will cokmmence legal procedings for the cost of buying one yourself.

Obviously a "poast" is something you lean on to "cockmmence" !:rotfl::rotfl::rotfl:

mobilejunkie

No - it's cokmmence! Though your spelling may be more apt for this network.

screamer

Changing to vodafone was the biggest mistake I've ever made, and unfortunately one we've got to pay for for 2 years (9 months outstanding)

Firstly, I got a Nokia 6210 Navigator because I was in a new area and thought it would help me get used to the new place. With the GPS, I'd have my own SatNav. (plus OH thought it was a good idea. Men and their gadgets!) It seemed vodafone was the only company that the whole street could get any kind of reception on. My partner and I both got contracts. His first phone (HP iPaq Data messenger) was beyond useless. They refused to send him a new phone until they had tried new batteries and new handsets. Eventually, he got a different model altogether but had to buy 2 new batteries because the battery life was as poor as the last phone he had and for our long walks, he needed sat nav. He's the only person I know that turns a country walk into an IT lesson.) All seemed well until we decided to move. Like many others, we couldn't get a signal in our new place so had to shell out £50 for the sure signal thingy that only works half of the time anyway. More money down the tubes.

For the past few weeks my Nokia has been acting up. I actually chose a Nokia because they are usually good phones. Wish I'd gone for the phone I wanted now. OH and I have had so many arguments about it. (Me being stuck with a rubbish phone and having to pay when I hardly use it.) I was sent a new phone this morning and it's faulty to a point that I don't think I could get used to it. It's a slider phone and the top part of the phone wobbles when I use it and it grates against the buttons when I open and close the slider. How can Vodafone get away with sending out faulty phones to customers?

I'm going to use this phone as little as possible, maybe even dig out my old Sony Ericsson and use that. With 9 months left on our contracts, we can't pay to end our contracts early. OH loves his newer phone but only because it's a gadget. He has 2 numbers stored in it (mine and his mum's) so that shows how much he uses it for calls and texts. For the priveledge (have I spelt that right?) of being with Vodafone, we are paying £60 a month for 2 phones that are hardly ever used. Over 2 years that's £1440. For that kind of money I'd expect a decent service, a decent reception and decent equipment. Not so.

Am counting the days now until I can tell Voda to shove their contract where the sun doesn't shine!

cchange

Added 2 days after the post:

After doing what other people suggested here (post a certain code into a complaints/feedback form on the Vodafone s site) I got a call from Holy at Vodafone, who was not only nice, but also extremely helpful. I will (with a little cost) get a state of the art phone as soon as they have it in stock.

I wish all customer services people at Vodafone (or everywhere else in that respect) where like this..

Thanks Holy

---

Hi!

I am really at ends now, just tried to call the cancellation team at Vodafone, but their systems are down. Not surprised..

I d like to share my story also, first the least relevant part:

1.
I got my contract when I came to London 3.5 years ago. It was advertised a 40,-- pounds a month, but since then I never had a bill less than 70 pounds, in average I guess over that period I probably paid about 80 month, even though its one of those 2000 minutes and 500 texts (or so) included and I usually dont talk more than 10-30 minutes a day, and hardly send any texts.

(Sidenote: I went to a shop in order to go trough the bills with them and have them explain me how that comes about. Believe it or not, the dude in the shop was quite honest, he told me that basically I am being ripped off for being not careful enough. Apparently what caused this were occasional calls to abroad. His advice was to get a separate phone for my calls abroad. Funny thing is my bills still are high (still 80) even though I stopped making abroad calls).


2.
2.5 years ago I was called about whether I would want to try a broadband dongle, the trial was free for a few weeks and I thought I ll give it a try. The dongle arrived, I tried it, but it was too slow at that point in time. 2 weeks later or so I found myself in an 18month contract, 15 pounds/month for this dongle which I never used. To be fair, I was apparently supposed to send it back within a certain time frame, but I would have never thought that they could force me into a contract without me actually signing anything.

3.
When I upgraded my phone I also made a change of name and address in the same shop (the phone was registered via a friend and flatmate, as I did not have prove of address when I got it). We were told we both need to come to the shop, so my mate took some time in the evening and in the end we spent 1.5 !!!! hours there. Not in the line, but actually interacting with that person behind the counter who apparently had to go through loads of stuff.

The result: That dongle (I never used) was still registered at my mates (and his account and address), and my actual phone contract is registered on his name, but my address and my account. A complete mess. Whenever I call, I have to use his name and date of birth and all the rest of it, and sometimes his date of birth works, sometimes it does not. I was told in order to rectify I would again take my mate to a shop. Thanks, no!

4. And this issue is the actual reason I am posting this and will leave Vodaphone.

I also took an insurance for my HTC (which I bough 1.5 years ago). 10 pounds a month. A few month ago the phone's screen broke, so I handed it in at a Vodaphone shop. I was told it will take about 5 working days. I got a courtesy phone, which could do exactly and only that - be a phone (no headset, speakers, obviously nothing like internet, calendar, ...).

After about 8 (working) days (and no notification) I called, and they said it will take a few more days. After about 12 (working) days I called again and I was told the phone is in the shop, ready to be picked up, so I went to the shop, and of course it was not there..wueeh! Then a girl from the shop told me she would personally be after it, and took my number and stuff (why I believed her I dont know..). 3 weeks later, no notice, then I went abroad, 4 weeks have passed not a single notification. I called again, and finally at least I got to know what the problem is, they did not have the phone I need in stock. But I was promised it will take max a few more days. And then, after about 5 weeks in total, I was told its still not in stock, they have no clue when it will be in stock and I should wait. Finally I decided to change my tone of voice, and who would have believed that, I was told I could instead of waiting further get an equivalent phone to the HTC magic within 2 working days. I agreed, after making sure about 3 times whether she is sure that the phone is equivalent. And I was told it is in every aspect, in fact even newer.

Now, I actually got the phone 2 days later, and "surprise", it turns out the phone is NOT equivalently good to my hold one (the new one is an HTC tatoo). In fact, as I am a developer with a couple of apps on the market, my own applications do not even show up on the phone, as well as some other I would need. Also the battery is empty quickly and so on.

During the whole time I did not get a "sorry", one call center dude said I will get a 40 pounds of my bill, I havent yet checked if that happened.


My conclusion, I wanted to cancel whatever possible, but the cancellation team said the systems are down today. Unfortunately I am still in that 24 month contract, but I am in touch with Ofcom, as actually Vodaphone (or their insurance) did not provide what I paid for during the 5 weeks of waiting for my phone (I did not have google maps, mail, or any other of the things I use my phone for and paid for it).


Bottom Line: I think all Mobile Providers are selfish and exploiting customers and employees alike. (I worked for one). But at least my mates with other contracts get what they pay for (an example is a friend who lost his phone when he was drunk on a saturday, and the new phone (Iphone) was there on TUESDAY!!

Good luck, and thanks for reading, if anyone actually does!

Cheers,
CC

RogerMcStravick

Hi,
I went online to Vodaphone to get a 30 day mobile broadband for my wife who was in the hospital. Vodaphone are insisting that I signed up for an 18th mth contract at £15 a month and now need to pay £222.58 to get out of the contract. I signed up for the 30 day deal on 26 May and have been on with their customer service since June 9/10...a week outside 7 day period for cancellation.
Any ideas much appreciated.
Cheers,
Roger

loser40

Just sent this email to Vodafone...

Hello,

I have been a customer of yours for around 9 years and until now was happy with your service. I have my bills via email. I have never experienced over charging until now.

I recently logged into my account and noticed I was being billed for 4 phone numbers, not just the 2 that I agreed to pay for. I have contacted customer support and customer relation regarding the £600 over charge which I am advised began in Jan 2008.

I spoke to Wayne at the Swansea call centre who offered me a £200 partial refund - I rejected this.

I also spoke with Clair at tech support Egypt who assured me that I would receive a full £600 refund - I gladly accepted this. She advised me that it would take 5 days maximum. It never arrived.

On Thurs 10th June I spoke with Stuart (3***) at the Swansea call centre who reduced the £600 full refund to a £200 part refund – I rejected this. He advised me that I would be contacted by Customer Relations based at Banbury later that day. They didn’t call.

On Mon June 14th I spoke to Will, who informed me that Customer Relations didn’t call me because this issue hadn’t been passed onto them. Will assured me I would receive a call from Customer Relations later that day and the issue would be resolved. No one called me.

I phoned 191 again on Thurs 17th June. I was assured that S****** would call me back at 4.30 and organise the refund. No one called me.

Today I phoned 191 again. I was eventually spoke to Paul M****** who advised me that his manger would call me back. I did get a voicemail message from a Vodafone manager, who offered me a £150 ‘good will gesture’ refund.

I have tried to contact customer relations again today 3 times without success.

I contacted OFCOM 2 weeks ago for advice. They advised me to try and resolve this matter with you amicably. I have tried to do so without success and the the £600 full refund offered by Vodafone has been retracted.

OFCOM have advised me to report the matter to OTELO and let them take this matter further.

OFCOM also advised me that I request, in writing, a full and final offer from Vodafone stating the refund you are offering me regarding this matter.

Incidentally, I am disappointed to have to result to involving the regulators in this matter. I hoped that this issue would have resolved swiftly and I would by now be in the position of renewing my contract with Vodafone and organising a handset upgrade.

Please send me, in writing, your full and final offer regarding this over charging complaint together with advice of how I cancel my Vodafone contract and account.

RC. 19th June 2010.