Vodafone complaints

Vodafone

Hi NicNicNic,

I can understand your concerns with this matter. So that we can take a look into this further for you, can you send us an email here with WRT135 in the subject and a link to this thread.

I would like to help get this all cleared up for you.


Hi TC1,

I realise that your partner must be annoyed at not having a phone that works. We cover the phones under warranty for the full term of the contract so if a repair is needed then we will fix it. If you would like to contact us with regards to this then you can do so here. Make sure you put a link to this thread and WRT135 in the subject so that it reaches our team.

With regards to the upgrade, these can be done within the last 70 days of the contract if done over the phone or in store. Until your upgrade due date, the upgrades team will not be able to get a quote for you. If you wish to upgrade sooner then we also do online upgrades within the last 190 days of your contract. If you choose to do this then as Ann S stated, the commitment that you have left will be added onto the end of the new contract length.

Best wishes,

Heidi
Web Relations Team
Vodafone UK

TC1

Hi TC1,

I realise that your partner must be annoyed at not having a phone that works. We cover the phones under warranty for the full term of the contract so if a repair is needed then we will fix it. If you would like to contact us with regards to this then you can do so here. Make sure you put a link to this thread and WRT135 in the subject so that it reaches our team.

With regards to the upgrade, these can be done within the last 70 days of the contract if done over the phone or in store. Until your upgrade due date, the upgrades team will not be able to get a quote for you. If you wish to upgrade sooner then we also do online upgrades within the last 190 days of your contract. If you choose to do this then as Ann S stated, the commitment that you have left will be added onto the end of the new contract length.

Best wishes,

Heidi
Web Relations Team
Vodafone UK[/QUOTE]


Heidi you say
Quote " We cover the phones under warranty for the full term of the contract so if a repair is needed then we will fix it."

How many times does this have to happen to the same phone??? Three in our case. The phone hasn't been fixed to a satisfactory standard " Surely this cannot be right ??

Vodafone

Hi TC1,

I understand that this must be frustrating for you, which is why I would like to help get this resolved.

In order for us to look into this matter further, you will need to send us an email in on the link provided so that I can access your account.

Kind regards,

Heidi
Web Relations Team
Vodafone UK

TC1

Done that already.

My point is about the so called repair to"fix" the issue. The phone is back with the "repairers" for the T H I R D time.

Me :mad:
Wife;:mad::mad:

uk25

Everyone is in a similar situation with Vodafone

I have sent my Nokia N900 for repair three times with clearly mentioning that I use Hotmail in Mail for Exchange and my email was not working. I have tried other emails and they dont work either. Their were few other issues with the phone as well.

First time, the phone came back and it was made worse then it was before the repair. It was absolutely unusable.

Second time, they repaired the camera problem (black spots in all pictures) but the battery was made worse, wouldn't even last few hours.

Third time, I was really annoyed and telling all the problems to the Vodafone store guy (who was very helpful) and he requested for the phone to be replaced.

I received the phone which was a replacement, a refurbished one. I still do however have the same issue. I am still unable to use emails at all. I have spoken to Vodafone and the only thing I hear from them is ''the only thing I can suggest you is to send your phone for repair''.

I still have no solution to my problem and I don't know what do I have to do as the only thing Vodafone repair center seem to do is hard reset, which I have tried myself and does not work. I have looked up the internet as well and tried everything I could but can't find a solution to this.

I contacted Vodafone Customer service who said to buy a new phone and pay the extra amount or terminate my contract paying the early termination fee which is over £200. I contacted Vodafone Director's Office (who have previously been very helpful) but now do not want to involve in anything and just asked me to contact customer services. I contacted Technical teams who are useless. Worse of all is that I explain my problem to a certain person and when they eventually understand whats going on they disconnect the phone, this has happened to me atleast twice. I am really really annoyed with Vodafone.

Please suggest me what can I do..

sentient73

I came across this thread whilst looking for a way to try and get my situation resolved, and it certainly is an eye opener. I've been with Vodafone for 8 or 9 years, and generally everything has been ok. But as soon as something has gone wrong, their point blank refusal to resolve it, combined with every member of staff I have spoken to there (I think there have been four so far) actually telling bare faced lies, is stunning.

I've contacted their complaints department directly, but based on the rest of their staff, I'm assuming they will do either nothing, or lie to me about what is going to happen.

Below is an edited summary of what I have contacted them about:

31st January - I called to inform Vodafone that they had been overcharging me for a service I had never signed up for. The person I spoke to agreed, and said that I was due a credit of over £250. Some of this was offset against my outstanding balance, which meant that I was due a refund into my bank account of around £205. The person I spoke to promised me I would have this in my bank account within 7-10 days.
He lied.
11th February - I had not received the money in my bank account as promised so I called up. The person I spoke to told me that it was being processed and that I would receive it in my account soon.
She lied.
She then cut me off.
16th February - I called up to see where the money was, and was told that the person who originally processed the request did not complete the correct details, and the department that should have made the payment closed the request without finding them out. They knew quite well that there was a customer who had an outstanding query, yet they closed it without bothering to do anything about it. I was told that the quickest way to get the refund would be for the collections department to call me, take my debit card number, and it be refunded back to me that way. I was promised that the Collections Department opened at 8.00am the next morning and they would call me as soon as possible.
She lied.
I waited until around 1.00pm, then called up as the promised call had not been recieved. I spoke to someone called Sunny, who then told me that it could take up to 48 hours for someone to call me back, then another 5 days to receive the money in my bank account.
He informed my that Vodafone had no possible way of making a same day payment into my bank account.
Perhaps they should get online banking like I have, as I am able to make a same day payment quite easily. The company I work for makes same day payments hundreds of times a day.
I was told that the process of someone calling me back could not be speeded up, as they didn't accept emails or phone calls.
Is that really true? That no one else in Vodafone is able to get in touch with one of their own departments? Are they hidden away in a secret location? You would have thought at the very least that they would have a telephone number. After all, they are a telecommunications company.

This is despite the fact that THEY ALREADY HAVE MY BANK DETAILS. The ones that they took the £250 overpayment from

The agent I spoke to, Sunny, agreed that it was unnacceptable. He agreed that it was very unfair to me. He agreed that I had been advised incorrectly (or lied to, as I am seeing it).
But there was nothing he can do.
Two other things that Sunny advised me:

He told me that he should be on his lunch as he spoke to me.
He told me that he had better things to do

Kind of sums things up.

He also promised that his manager, Steven Fisher, would call me back. I informed him that I was unlikely to be available that afternoon, but if Steven could leave his extension number when he called, I would call him back. He also promised that if they couldn't get in touch with me before 5.00pm, that another manager would call be back in the evening.

Guess what? He lied. Steven did leave me a message to the effect that there was nothing he could do to get me my money back. He didn't leave an extension number. No manager has called me back.

No call received from the collections department.

There's nothing I can do is there? I've still got 18 mths of this contract to run, so I can't even leave them.

I've never dealt with a company that cares less about it's customers.

Anyway, I feel a little better after that lengthy rant (sorry), and hope that anyone else looking for feedback on Vodafone chooses a different company.

baldelectrician

I posted this earlier, but it may be very relevant to you

As Vodafarce seem to be inept in your instance I would suggest calling your bank

You have forgot about the Direct Debit guarantee

As Vodafone have also admitted their mistake the bank should give you a full and immediate refund

Read the DD guarantee

• This Guarantee is offered by all banks and building societies that accept instructions to pay Direct Debits.
• If there are any changes to the amount, date or frequency of your Direct Debit (insert your organisation name)will notify you (insert number of) working days in advance of your account being debited or as otherwise agreed. If you request (insert your organisation name) to collect a payment, confirmation of the amount and date will be given to you at the time of the request.
• If an error is made in the payment of your Direct Debit, by (insert your organisation name) or your bank or building society, you are entitled to a full and immediate refund of the amount paid from your bank or building society.
  • If you receive a refund you are not entitled to, you must pay it back when (insert your organisation name) asks you to
• You can cancel a Direct Debit at any time by simply contacting your bank or building society. Written confirmation may be required. Please also notify us.

Be insistant the bank deal with this - they offer the guarantee and are bound by it

sentient73

Thanks baldelectician. I did see you advise someone else about going down the direct debit guarantee route, but wasn't sure whether it would be applicable to me.

I'm going to give it a go, as I'm making no progress whatsoever with Vodafone. I've now spoken to 9 different people, and spent nearly 3 hours on the phone to them. Each person I speak to tells me something different, contradicts what the previous person has said, or outright lies about things. I've never dealt with a company that is so apparantly happy for it's staff to blatantly lie to customers.

I haven't been able to speak to a manager to escalate it. They seem to be around to advise staff what to say, but mysteriously disapper when I ask to speak to them. The conversation goes like this:

Vodafone: "I've just asked my manager, and he/she has told me ....."
Me: "Can I speak to your manager then please?"
Vodafone: "Er, they've just gone on lunch / left for the day"
Me: "Ok, they managed to leave quite quickly didn't they? Doesn't matter, I'll speak to a different manager please"
Vodafone: "Er, there are no other managers here"

I've been promised a callback from a manager from 48 hours ago, but obviously they haven't rang.

I had been promised a callback from Outbound Collections by the latest end of Friday (it's now Sunday), but obviously they haven't rung.

I hope as many people as possible read this and find out the contempt with which Vodafone treat their customers.

baldelectrician

I (in previous dealings with Vodafone) found their managers were 'virtual' - they do exist, but seem to be in a parallell universe where 48 hours don't mean 2 days.

They seem to be there in spirit, but not at the end of the phone (which is quite ironic for a company who's existance is almost excuisively about phones)

ps
Orange are getting that way now, they all seem to be going downhill

mandem

I emailed Lee from Vodaphone Web Relations Team, and have not had any response...........