Vodafone complaints

stolt

SmallEnglish wrote: »

I have just discovered the same problem as you. I upgraded last year after initally planning to leave Vodafone but the Vodafone fella said he could match the o2's deal so I stayed. This month my bill has shot up so I emailed to find out why and have been told that a discount was being applied (I guess to match o2's price) and that discounts are only applied for 15 months of an 18 month contract and that 15 months have passed now so the discount has expired.

Do Vodafone not think they should actually tell their customers that it will only last for 15 months?! I wouldn't have stayed with them if I had known that.

Very smart thinking by the retention/upgrade fella - he's met his target by getting me to stay knowing that I wouldn't find out that I had been misled until 15 months laters. Swines!

Not impressed.

definatley email that ceo's email address i gave them details of this thread, its clear it isnt a one off problem and i suspect it might well be a ploy behind the scenes from vodaphone, i suspect that quite a few people will moan but think oh well for the last hree months i'll just have to pay it, i'm not staying either way ive already given my notice and i cancelled my direct debit and told them so and ask for bank details so i can set up a standing order for my £20.00 a month as agreed with them originally. not going to chance setting up a direct debit with vodaphone there take what they want. dont trust them one bit.

Jucky_Mucky

I know this, had stop the contract last summer, and since that time I feel much better,

UKHCGirl

pipsi wrote: »

With reading all of the stories about people finding their contract cost shoots up 3 months before the end of the contract i'm starting to get a little worried. I joined Vodafone as a SIM only customer around the beginning of 2009, in August 2009 i signed into an 18 month contract so i could upgrade my phone which was fairly old by that point. I'm now a year into the 18 month contract and can now have visions of the cost going up in 3 months time, if that happens it'll be the straw that broke the camel's back and i'll definitely be leaving as soon as i can. I'm currently on 600mins unlimited texts for £25 per month, plus about three months ago i took out a second number with the same amount of mins and texts for £10, bet that shoots up 3 months before the end too.

Mine waited till the 18 months was up. I did not agree at any point to pay the extra £15.

stolt

this is obviously a blantant ploy by vodaphone, i think MSE should take this matter up with vodaphone, go public its not legal or good business sense at all... if you email the CEO make a comment and show them this thread, its happening to, too many people for it to be an accident.

pipsi_2

UKHCGirl wrote: »

Mine waited till the 18 months was up. I did not agree at any point to pay the extra £15.

Surely if anything it should go down after 18 months as the contract for the handset is finished and therefore the commitment to cover the cost of the phone as well is up. I'm still waiting for a call back from Vodafone customer services which i was meant to receive by 2030 on Sunday evening, it's now not far off 48 hours later and still nothing.

If by some miraculous feat they manage to convince me to stay once my contract is up, i'll be staying on a 30 day rolling contract so i can get out at any time if something goes wrong again.

I have all of the original paper work so if they try to do it to me i'll be ready to fight it. Like you i did not at any point agree to pay any thing over the £25 my contract currently costs.

misskool

SmallEnglish wrote: »

I have just discovered the same problem as you. I upgraded last year after initally planning to leave Vodafone but the Vodafone fella said he could match the o2's deal so I stayed. This month my bill has shot up so I emailed to find out why and have been told that a discount was being applied (I guess to match o2's price) and that discounts are only applied for 15 months of an 18 month contract and that 15 months have passed now so the discount has expired.

Do Vodafone not think they should actually tell their customers that it will only last for 15 months?! I wouldn't have stayed with them if I had known that.

Very smart thinking by the retention/upgrade fella - he's met his target by getting me to stay knowing that I wouldn't find out that I had been misled until 15 months laters. Swines!

Not impressed.

This is standard for vodafone, having been them for yonks and upgraded on discount deals. I now get the retentions team to email me and confirm the discount is for the full 18 months.

Vodafone claim that you can upgrade from 15 months into an 18 months contract so that's why the discount expires. very very nasty trick.

stolt

misskool wrote: »

This is standard for vodafone, having been them for yonks and upgraded on discount deals. I now get the retentions team to email me and confirm the discount is for the full 18 months.

Vodafone claim that you can upgrade from 15 months into an 18 months contract so that's why the discount expires. very very nasty trick.

yep its a nasty trick and wont do them any favours. even though i had cancelled my contract I had the retentions phone me and ask to stay and i said she what you can do, they offered me £20.00 month for more minutes and texts etc etc, so asked for confirmation in writing and then also about the discount applied to the line. they sent me a email with 50mins less mins to what was agreed and also £2.50 dearer than what was agreed, plsu just to top it off they had upgraded my account when i spoke to them rather than waiting for the contract to end. crazt people and i cant deal with them, i phone dthem back up made sure its cancelled AGAIN, since then ive had 5 missed calls from the retentions team... vodaphone team please leave me alone... i dont want to stay i'm in love with 02 and dont want you any more....

UKHCGirl

pipsi wrote: »

Surely if anything it should go down after 18 months as the contract for the handset is finished and therefore the commitment to cover the cost of the phone as well is up. I'm still waiting for a call back from Vodafone customer services which i was meant to receive by 2030 on Sunday evening, it's now not far off 48 hours later and still nothing.

If by some miraculous feat they manage to convince me to stay once my contract is up, i'll be staying on a 30 day rolling contract so i can get out at any time if something goes wrong again.

I have all of the original paper work so if they try to do it to me i'll be ready to fight it. Like you i did not at any point agree to pay any thing over the £25 my contract currently costs.

Oh i agree totally.

Thanks to Buzby, i emailed those two addressed and have now had my account credited with the difference. I sent a very polite email, and had a very polite man call me and explain "it was a discount so it stopped". Yes but i never ever agreed to pay £35 a month.

I think he wanted to try and convince me to stay but by this point, i had ordeded my new phone from phones4u and was moving onto orange.

good riddance

kodu

Getting very tired of Vodafone.

I agreed an upgrade via their customer relations 3 weeks ago and had it confirmed in email, after they finally agreed to match the deals on offer to their new customers, something which they promise on their website.

They immediately changed the details of my contract online, but despite repeated requests noone has been in contact since to let me know when I can expect to receive the handset agreed upon, or whether one has even been ordered for me.

Last week I decided I'd had enough so emailed to say I was cancelling the upgrade since they seem unable to fuflil its terms and giving notice that instead I would like my PAC so I could transfer to another network. My understanding is this should be supplied within 2 working days or a reason given as to why it can't be, as laid out in Ofcom regulations, but as of now its been 5 working days and no PAC, despite a number of further emails pointing this fact out to them. In fact, I've had no contact back from them beyond the standard automated "someone will be in touch within 24/48 hours".

I don't particularly want to spend hours on hold on the phone to them getting this sorted, or indeed wasting anymore of my time chasing them via their supposed customer services when they don't have the courtesy to reply. I was wondering what the next step would be to try and force them to sort this out promptly.

amber-23

I am so stressed with Vodafone! I had loads of problems and nobody was even attempting to help me so yesterday I posted this in the vodafone forum in the hope it would get me a response.....


Has anyone else had a problem with their trackerball and had it sent for repair with Vodafone? My friend who is on Orange had a new phone delivered to her house the next day after going into the orange shop to say her trackball wasn't working, I think Vodafones customer serive is the worst I have ever experienced.

I went into the shop in Cardiff over bank holiday weekend as I was away from home and the man who worked there was so friendly and offered to send it for repair and get it returned back to Reading (where I live) and offered me a blackberry loan phone while it was being fixed. As I didn't have access to my computer to back up my blackberry contacts etc I decided I would wait until I got back to Reading.

I took my phone into my local vodafone store on 31st August, was served by the rudest man I had ever met, he told me he was leaving to work for 02 as Vodafone were 'rubbish' and told me I was 'stupid' for getting into a 24 month contract with vodafone. Anyway he set my phone off for repair and gave me a samsung touch screen loan phone, said my phone would be back within 2 weeks but said it usually takes around 7-10 days.

I last heard from vodafone when I got a text to say the phone had arrived at the repair centre on 2/9 and that my estimated collection date was 14/9.

Over the weekend I started experiencing problems with the loan phone vodafone had gave me, it kept freezing and I kept having to take the battery out to re-start the phone. So yesterday I went back to the vodafone shop to speak to them about this and to ask if my blackberry would be back on Tuesday. I was greeting by a man at the door and explained all this to him, only to be told 'I can't replace the loan phone, we have none available, your just going to have to deal with it or buy yourself a cheap 20 pounds pay and go one to use' I pay 7 pounds a month for my insurance so why would I go and BUY myself a basic phone??? And then when I asked if my blackberry would be back on Tuesday he replied ' I don't know I am nothing to do with the repair centre'. I could not believe his attitude!!! Of course he is to do with the repair centre!! it is the same company, a little communication wouldn't go as miss!!

When I got home, I looked up how to complain to vodafone, I filled in a form on their website, the form only allowed you 700 characters which wasn't nearly enough!! I got an automatic response saying they would contact me within 24 hours......that is looking unlikely!!!!

Anyway today I go back into Vodafone and insist they tell me what is going on with my blackberry, it turns out there is a system they can look it up on after all, and guess what??? My blackberry is still at the repair centre and NOBODY has even looked at it yet!!!!! I tell him this is unacceptable and he says 'well there are loads of other phones to fix and it is YOUR fault it is broken, you obviously got some dirt in it' I couldn't even believe what I was hearing! Everyone knows this is a common problem with the blackberry and that is why the newer versions do not have the trackerball!! When I mentioned about the loan phone I have playing up he said to me 'I can give you a basic one at least it would work then'. I pay for a blackberry! I do not want some basic phone that I cannot even go online on!! I asked if I could have a blackberry loan phone and he said 'no we don't have them really' and when I mentioned I got offered one in cardiff he gave me a look like he didn't believe me!!! I asked if my blackberry would be back this week and he replied 'no, late next week at the earliest' no apology!!!

I am a bit confused as to what I pay my insurance for??? This is ridiculous! My monthly bill is not cheap and I do not deserve to be treated like this!! And I think the first man I spoke to in the vodafone shop was right in saying I was stupid getting a 24 month contract with vodafone! I have a year left in this contract and it can not end quick enough! I am tempted to ask vodafone what is the minimum I can lower my line rental down to and if it is quite low to just pay it and then take out a contract with a more customer orientated network provider!!! Has anyone else experienced these problems with vodafone????

The post was more of less deleted from the forum instantly and I recieved this email:

IT999

Good evening amber86,

We’ve noticed your thread on the Vodafone eForum.

The eForum is a public forum designed to provide technical help and as such doesn’t require any account details to register. Therefore it isn’t the best place to get specific account issues resolved. So we can help you in the fastest and best way possible we have removed your thread from the eForum and contacted you via email. So your issue can be looked into by our Customer Relations team in a secure and private environment please resubmit your below query on our Contact Us page here and include ‘FIT999’ in the subject line (this will divert the email to the appropriate team). Our Customer Relations team are dedicated to giving excellent service and will do everything possible to resolve your issue and restore your faith in Vodafone with aim of a 24 hour turnaround time. Please include the below requested details and they will be in touch:

• Full Name
• The second and fourth digit of your security code
• Mobile number
• Address including post code
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If you think we will need any further information to help you please also include this.

Now that your current issue is going to be resolved very soon, don’t forget to visit us at the eForum. We have a great community providing all kinds of technical help and support. Don’t forget to check out the eForum terms and conditions page for guidance on how to get the most out of it.

I was a bit annoyed as I had already stated that I had emailed customer care! But I just copied and pasted my forum post to customer care again as I couldn't be bothered to re-type the whole thing to them! What a surprise, it has been over 24 hours and once again I have not received a response!

Today I finally recieved a reply to the first complaint I made to vodafone via the 'contact us' form and this is what it said:

i Amber,
I'm sorry to learn that the loan phone provide to you was faulty as well.
My sincere apologies on behalf of the man at the store. We will consider this behaviour from the man at the store and take your inputs as a feed back to better our services.
At Vodafone we do not believe in poor customer service and we are surprised to know that you were not attended with appropriately at one of our Vodafone Store's.

Amber, as your phone is already sent for repair. I suggest you please visit any other Vodafone retail store. To locate your nearest Vodafone retail store please
click here. You can replace the loan phone that's not functional at the store.
I'm sorry, as I'm unable to provide you with the exact return date of your phone from repair.
Trust this helps.

Ummmm, no it does not help!! Some of it doesn't even make sense, what does we will consider this behaviour of the man in the store mean? If your going to reply to me vodafone at least learn how to string a proper sentance together and use the correct terms.

Today I posted a 3 page letter to vodafone. This is ridiculous. They do not care about their customers or the service they provide! I understand their policy is to repair the phone but to give me a expected return date of 2 weeks and then to tell me the phone has not even been looked at when I am fully insured is ridiculous!!! I have never experienced such bad customer service in my life!