Vodafone complaints

Lu_T

glitter123 wrote: »

I've noticed that VF only respond to about 50% of the letter, ignoring the rest and I do wish they'd stop using my christian name in virtually every sentence as though we're great mates.:mad::mad::mad::mad::mad::mad:

Makes me mad too. No, I don't know you and you don't care whether or not I'm well, so don't ask. Just focus on what I'm complaining about - all of it - and we'll be fine...

No breath-holding here!

MrsTinks

Having clumsily sat on my mobile (I'm 38+ weeks pregnant in my defence!) and cracked the screen and casing I thought "Ok daft thing - but it's ok... it's insured - it costs me £6.95 a month so about time it got used I guess"... and looked up the number on the Vodafone website and what to do when calling etc. Dialled the 0870 number and that was 80 minutes ago and I'm still queueing being reassured every 30 seconds that my call IS important and so on and so forth... 80 MINUTES!!!!
So I called 191 from my mobile (which thankfully actually still works even if I can't read the screen...) and got through straight away to someone. Apparently they are having high call volumes at the moment... I'll say! 80 minutes though??? She can leave a message for them to call me back in the next 24 hours... uhmmm no... I'm supposed to have a replacement in 24 hours - not a call back in 24 hours! potentially being without a mobile over the weekend if they drag their feet is NOT an option when on saturday I'll be 39 weeks pregnant.
Bearing in mind that in 2 or 3 months my contract is up for renewal you'd have thought they'd be slightly interested in doing something but nope... 24 hour call back is all they can do... useless!
Anyone found a way round this phone queue system where apparently you will be brainwashed till you forget why you called them in the first place? It's driving me nuts! :rolleyes:

Jon_01

Its the way things are. The network I work for has laid off call centre staff (I have no idea why). At peek time the call ques go through the roof. I assume it's cost cutting, but you have to wonder who decides on these things ??

MrsTinks

I wouldn't have called 11:15am a peak time though? over an hour and a half is insane! I'm not hanging up though - I need this phone ordered! Normally I'd say yes hohum I'll call later but I could go into labour tomorrow :rotfl: typical

MrsTinks

Have given up now... only because my wireless phone handset gave up as it ran out of power! 110 minutes... I hope they have some serious experience in grovelling!

Jon_01

That long sort of implies a problem at their end, we had all the phone lines go down in a centre once so all the others had a huge backlog at they had to take the calls... Not that that's an excuse, you'd expect a telecom company to know who to keep their phones running. . .

misskool

the only way I found to solve any problem with vodafone is to use their eforum and get a member of staff there to help you out.

they will take longer but it will *eventually* be sorted.

I've been on hold for 59minutes before it cut off once

Guys_Dad

Thanks for this and thanks to all the others who have alerted me to Vodafone's service - or total lack of it.

The rest of this post is aimed at the Vodafone staff who monitor this forum. I am currently with Orange but, because I have moved, I find I can't get decent reception on Orange or T-Mobile at home. In all other respects, Orange have been great.

Vodafone and O2 reception where I live are both fine. I don't know about 3, as I am only interested in "proper" networks and, again thanks to this forum, don't fancy the hassle that those leaving 3 have to face.

Because of the various posts on Vodafone's lack of customer service, I have decided that when my contract ends in a couple of months' time, I will reluctantly have to leave Orange (no point in keeping it if I can't get reception at home) but I will NOT go to Vodafone, based 100% on the comments on this forum and, instead, will take my chance with O2.

So, Vodafone, here is one customer that you won't be getting with your current poor service.

Aren't consumer forums brilliant!!!!!!!!!!!! (Not if you are Voda perhaps!!)

MrsTinks

Guys I'm with you on this... no orange cover where I live (My work phone is orange and frankly I'm happy there is no cover here but that's another point) and I don't like T-mobile.
I used to be with O2 and left because of the appalling service I had in store - in their defence I never had problems when dealing with them over the phone. My contract runs out middle of July and I'll be leaving Vodafone after this!
I have run call centres for years before moving to the job I do now (where I still have to justify my company's call stats to clients btw) and I'd get grilled over a 5 minute wait - a 110minute wait would be so far off the scale that the service director would have to make a personal appearance to grovel infront of clients if it ever happened!
Jon 01 - when I called 191 from my mobile they answered pretty quick but promising me a call back in 24 hours when I am supposed to have a replacement phone in that time frame is just not acceptable... They said that they were experiencing some delays on calls - I'll say they are! Nearly 2 hours!
If any call centre I've been involved in had problems like that I would have expected a P1 outage to be logged and something posted on the main website advising of the problem... Even in small cmopanies I always had the possibilty of changing the message to something stating that we were having problems etc and please try later - not "you're important to us and we love you and please wait"...
MissKool I have looked at the eforum but can't see anywhere obvious to post to complain... any ideas?

PotatoPotato

Just a question, if OP dialled the 0870 number on her mobile. Does that mean shes gonna be billed for the 80 mins waiting time? :eek:
I know the 191 is free.