Vodafone complaints

Gavinwyatt

Over many Years I have been a member of Vodafone, Customer service never been good, but since they have sold our customer service to Egypt, it has hit a all time low...

Today I called the head office number and Stafford office number after I had enough, it was like a called a Mac'ds restaurant for the loss of any one knowing that i requested to talk to a English based UK customer service complaints, to my shock where they send my call to Egypt. whom cant help not understand my issues, i fill out web form after web form to have a in box of things that don't work or help 8 hours of getting cross and upset..

What part of Customer service don't Vodafone understand, we pay for that service and we should be given more power to terminate our contracts based on the lack of service, why should i be fined to end my contract early if they cant deliver the service i signed up for..

They drag out the complaints method thus your paying to be treated like crap, why should they care after all stop payments they send Debt collectors to you and place back mark against your name stopping any credit for you next time, what can we do to black list them for bad service... TO much Power given to Phone providers whom don't care once that dotted line is signed,,

So if any one can come up with a way to hurt the shareholders to make them act for the customers please do as to long the mobile phone company have lived under a safe net to rip us of and give nothing back to the people who pay the wages of the company they spend billions in adverts they should spend billions in customer service......

facebook vodafone <<< just as many unhappy customers here
1) when they sell you a product they will promise you every thing like a local slimy car sales person
2) once you have that Shiny new phone as you get 100 miles down the road your find things don't work as described
3) when you call them to address the issues your find they know nothing of your issues and make it all out to be your Fault
4) second you ask to end your contract they will say " Sorry no can do your have to pay to get out of the contract"
5) as the service get worse you find your paying to be treated like your a walking cash service for Vodafone whom can take your money and you cant stop it till your contract is up...
6) one thing that is 100% no matter what they will Take your money give you hours or wasted phone calls,

So before you USE VODAFONE think do they spend as much in customer services as they do looking flash on adverts??

philsimm

I have been a Vodafone customer for many years and never had a problem until now.

I am due an upgrade and tried to upgrade online to the HTC Legend - the website is advertising a deal at £20 per month with a free handset.
Unfortunately, Vodafone had failed to update my billing details from a place I lived at years ago and even trying to change online didn't work so couldn't perform the "security check" as my card is obviously linked to my new address.

No problem i thought, i'd just give them a ring and sort it out but when I rang the operative on at Vodafone refused to believe a valid tarriff even though it is clearly advertised on their website.

I then emailed Vodafone requesting them change my billing address over who sent an automated reply to say they would phone me back the next day.

Surprise, surprise - no phone call but an email back from the web relations team reminding me of the tarriffs that i had already been fobbed of with over the phone the day before. Nothing about changing my billing address to the correct one so that i can actually upgrade my account!!

Like i said to be fair, it's the first issue iv'e ever had with Vodafone but if it carries on like this the next email will be to request a PAC code

oxo9

I have just encountered a problem with Vodafone and have sent the web relations team an email this morning.
Last week I was looking for a data plan for my Ipad and the vodafone website was clearly showing the 5 gig plan for £10 per month.
Deciding that was a great deal I added to my basket and checked out.
The following day my card arrived.
The day before yesterday the paperwork arrived and it showed 1 gig for £10 per month which is not what I signed up to.
Looking now at the Vodafone site the price is £10 for 1gig and 5 gigs is £25.
I took screenshots at the time I was doing my order and it clearly shows £10 for 5 gigs and I also screenshotted the checkout, again showing the same.
I rang customer services on Monday evening and they said I had to speak to the online team but they had gone for the day.
Yesterday I rang the online team at noon and they said they would investigate and call me back before 8pm. I didn't get a call back. Typical POOR customer service.
I feel like I have been conned by Vodafone and have been mis-sold.
I suspect the prices were wrong on the website but like I said it all checked out ok and it even showed 5 gigs for £10 in the basket/checkout screens.
I am not happy and await Vodafone's response on this.
Ringing and complaining is clearly a waste of time....

Vodafone

Hi Gavinwyatt,

I have your details at hand and will be giving you a call in the next few hours to get your issue resolved for you.

Hi philsimm,

If you can get me the reference number from any of the auto responses you have had form emailing in, i will get a member of our team to call you straight away.

Hi oxo9,

Can you also provide me the reference number from the auto response and I will get someone to call you.

Many Thanks,

Andy
Web Relations Team
Vodafone UK

turner88

Hi I signed up for a Vodafone business contract, well was talked into it in shop, I was told if phone broke on this contract with the enhanced insurance there would be no messing about the phone would just be swapped like for like in shop, now I cracked the screen (Nokia N 97 mini) I rang insurance and was told they no longer offered either pick up or swap in shop service that I was told about by the sales rep and had to take phone to shop, I did this got a (loan) phone I could not use the internet on as a loan something which is important to me and that i pay for in bundle, I had to wait about two weeks for phone to be fixed, but phone I got back was faulty IMEI was blocked took another three days to unblock as it was weekend ( had to go in shop to sort this as customer services said they could not do anything, now unblocked the phone was unusable as sound was very very quite (microphone) and internal memory(8gb) could not be recognised, had to take to shop again and again send phone of, phone was this time returned to shop not my address, when i again had to go to town to pick it up was told in shop phone was not repaired as it was water damaged! I had only taken it out of bubble wrap, I explained this but was told nothing they could do I would have to put in another insurance claim but would have to wait til next month as can't claim twice in a month! I said it was not a claim they had not repaired my phone but sent me another which was blocked probably because it was faulty! to no avail it as been nearly 6 weeks now without the phone and services I have paid for and when i rang insurance enquiring if I could now re-claim was told nothing I had been told in shop about logging and checking had been done no one at customer services had records either! don't know what to do as when i ring customer services I'm told to go to shop and when I go to shop the things they say they are checking and doing don't seem to be done. Nearly two months now without contracted phone and services i pay for!!! Help please Vodafone have been diabolical to deal with and are robbing me blind. Colin

oxo9

Hi Andy
Thanks for replying promptly.
The code on the email was:
hash 3584165

I await your phone call.

mchu6am4

Vodafone_company_representative wrote: »

Hi there

worjackie - It's a shame to see you're so unhappy with your account with us at the moment. It's clear that something has gone wrong which we need to correct. If you get in touch with us following the instructions Jenny has given above, I'm sure we'll be able to help.

mchu6am4 - I'd definitely like to investigate this for you and correct any errors. If you send the details over to me using the same instructions as those provided by Jenny in our last post, I'll make certain we get to the bottom of this.

Speak to you soon

Kirsty
Web Relations Team
Vodafone UK

Hi Kirsty,

Following your advice to write to WRT, I have now had a response. Unfortunately, they still fail to understand the fact I HAVE proof that I signed up for £20/mth (30 day contract) to give me 900min/unlimited text/500mb internet + unlimited voda to voda calls!!

The deal is no longer available which where your team are looking! Please see respone below which I find quite unacceptable. :mad::mad::mad:


Sent: Wed, 18 August, 2010 13:33:54
Subject: Re: WRT135 [#3544277]

Hi Mr .........

Thanks for your response to Vodafone concerning your account issues.

I can understand your confusion around this issue. The difference between the £20 and £25 SIM only tariff (900 mins unlimited SMS and VMI) is that the £20 a month plan is a fixed 12 month term as apposed to a rolling 30 day plan.

If your happy with a fixed 12 month term we can change this for you.

Thanks
BenJ
eForum Team
We're always looking for feedback on how we're handling queries for our customers, so if you want to leave any comments on how I've handled your query today, then you can pop on here and complete the quick survey. I’d greatly appreciate any feedback to ensure that I’ve been offering the best service I can for our eForum customers.



--Original Message--
From:
Date: 16/08/2010 13:03:28
To: ccare.webmails@help.vodafone.co.uk
Subject: WRT135

Title: Mr
Name:
EMail:
Customer type: Monthly
Mobile:
Home phone:
Date of birth:
Payment method: Direct debit
First line of address:
Postcode:
Phone make and model: Samsung Galaxy S
Message:

Hi,

I bought a sim only deal (30day contract) about a week ago for £20/mth to give me 900 min / unlimited text, 500mb internet and unlimited Voda to Voda calls. I ordered on-line and had an email confirming this deal.

I have also transferred my number to over to Vodafone and got it transferred on the 11th August....I rang up your CS to check everything was OK and to my surprise I was told I have signed up for the £25/mth contract and not £20! I have an email and screen shots of the website to prove that I signed up for the £20/mth, it was on Vodafone website at the time of order.

I have since noticed this deal is no longer available & has been removed. However, I can prove that the deal was live at the time of order and I am being called basically a 'liar' by your CS. I am very unhappy..I would be grateful if you could please investigate this further.

Many Thanks, Ash

oxo9

Just to keep the thread updated.
It is now 3 days after my initial complaint call and despite being promised a call on Tuesday and then yesterday being told by Andy here I would get a call, IT STILL HASN'T HAPPENED.

Not good is it Vodafone???....

MissGolightly

not so much a complaint, as it's not really vodafone's fault. i recently changed my tariff from 600mins to 300mins, saving £5 a month (woo, go me i thought) as i never used anywhere near my full allowance. for the month of july i have apparantely used 11hours of calls, resulting in just over £80 of call charges. almost died of shock as my total bill is now £129 as opposed to the £25 it usually is.

without going into everything, my oh has been off sick for 2 months now (no end in sight, but that's another story) on ridiculously strong painkillers just to take the edge off, resulting in lots of tension, and he ended up walking out on me. we got to the bottom of it anyway, and realised that it was just financial worries and him being cooped up and doped up 24/7, unfortunately this obviously took a lot of talking to sort.

we are struggling to cope on my wage and SSP each month, as it barely covers costs as it is, so the money i had earmarked for heating oil this month now has to go to vodafone, and i go another month with no heating, and clothes taking best part of a week to dry on clothes horse. just totally and utterly gutted.

does anyone know if there is any way vodafone can show a bit of understanding in these circumstances? my partner actually took out the contract, and all bills are in his name.

philsimm

Vodafone_company_representative wrote: »

Hi Gavinwyatt,

I have your details at hand and will be giving you a call in the next few hours to get your issue resolved for you.

Hi philsimm,

If you can get me the reference number from any of the auto responses you have had form emailing in, i will get a member of our team to call you straight away.

Hi oxo9,

Can you also provide me the reference number from the auto response and I will get someone to call you.

Many Thanks,

Andy
Web Relations Team
Vodafone UK

Thanks Andy,

MMM135 - Your Upgrade Query [#3556589]

Just to let you know - I have had a reply from your web relations team 2 days ago via email and telephone call - they promised to change my billing details over to my new address, gave postcode etc but address details are still my old address so STILL can't can't access online upgrade. Have again emailed web relations team today at 1.30 ish and no reply.
I'm getting a bit disillusionsed with this now.
I want to spend MORE with you on a monthly contract after being with you for something like 10 years, I know i aint a big spender but feel like i'm being fobbed off all the time.