Vodafone complaints

CDEL12

When you see how many pages there are about the poor customer service you think they would do something about it. I have been cut off my 7 people today and 5 more have promised to call back and haven't. As for speaking to a supervisor I was told that I couldn't without a reason. I said appalling customer service, the fact I had been given a million different stories today and that I still could not get to the bottom of why my husbands new phone had not been sent out was apparently not good enough. I think I will go to the ombudsman as this is why the get away with it. My husband has now decided to cancel his contract after 11 years and we have just found out although he only told them today they are cutting it off tomorrow! When he rang to say that wasn't acceptable their system was once again now. I have worked in customer services for years and I would never refuse to take a call from a customer as a supervisor.
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mumps

I am so angry with Vodafone I could scream. My DD had her iphone stolen last week, I reported it (the contract is in my name) and had it blocked, sorted it out with my insurance, they gave me the go ahead to buy a new phone and that is where the nightmare started. I phoned Vodafone to buy a phone and was told I had to start a new contract as I didn't have their insurance.? Tried to phone Vodafone shop in nearest town to DD (she is away to uni) to find out of they had a payg iphone. No answer, left a message. Tried twice more and still waiting for a reply over 48 hrs later. She travelled to shop and bought the phone, it had a £10 top up she had to pay for with the phone but in the shop said they would sort it out so she could use it on her own contract number. It would activate in 2 hrs. Well here we are over 30 hrs later and its not working. Phoned Vodafone tonight, got cut off three times. Fourth time I got someone who tried to help, she said it didn't work as the block hadn't been taken off. Then I checked the sim and they had activated one that has been sent in the post so I asked them to activate the one the shop had given her as the other one hadn't arrived. Well they checked the number on the sim and said it couldn't be activated as the number had never been activated. Now it was end of term on Friday and everyone else has gone home but she is there for two weeks on a work placement. So she is alone in a student house at the "rough" end of town with no way of phoning for help if she was burgled or taken ill. I am so angry. As a "good will" gesture the customer service assistant credited me with £10. Well that is great, sort of makes up for the £10 top up I didn't need but does nothing for my phone bill never mind the blood pressure med I need just now.

The funniest thing is I was going to phone Vodafone this week to get a phone for my son, he has just heard he has an unconditional offer for uni in Sept and I was going to get one of their sim only deals for me so we could all have free minutes to talk to each other. Roll on the end of her contract so I can get her signed up with a company that has some service.

drageamon

I am so frustrated with Vodafone it is unbelievable. I took out a contract in July 2009 and took that contract with me and moved to Australia.

All went fine until I bought a new PAYG phone when I was back in the UK for Xmas 2010. Then I came back to Oz and then in Feb and March I get huge bills. I am like what the? I do not use this phone hardly ever because I have an iphone contract here in Oz with Vodafone Australia. I use the Uk phone for text to and from the UK and sometimes about 10 times a month to call the UK or for them to call me.

So this phone sits on the side for most of the time and in the 18 month previous has hardly ever been over the limit. I was like how has that bill come about? I rang and it appears that the phone was constantly requesting access to the internet. I did not sign up for it and it must have been autoconnecting on the default settings on the phone. I bought the phone from vodafone as well.

I instantly contacted them to complain that I was not happy that I hadn't been advised of this feature when I purchased the phone and now I was footing a huge bill. I said they were obliged to advise me of how and when I would be incurring all charges including if there were featured on the phone that meant I would incur charges without knowing.

I am not kidding I have dealt with no less than 13 people in Vodafone. The responses I received back were unbelievable. I got numerous responses telling me that the charges were correct. It took me approx 7 different attempts to get someone to understand that I didn't dispute the bill was correct within their charging scheme but that I was complaining that I had not been advised of this feature and now I was footing a huge bill. I did eventually get one person to agree to refund half the charges but he only did it on the March bill and not the feb bill. When I tried to say the agreement to accept half was on the basis of all roaming charges they said no. They credited 20 for goodwill.

I asked for the complaint to be escalated 4 times. The last person that emailed me said they were a manager but he said. You should have read the manual it's your fault. I did read the manual and it is in tiny print in one sentence. Not sufficient in my view to give notice of charges.

I am sure if I was in the UK I wouldnt have noticed but like the ladt above having the issue with Iphone I am abroad and therefore the charges are more.

I cannot believe that I had to deal with 13 people. 11 of which did not understand my complaint and just kept bouncing it back saying it was correct. I pointed out in my last email that regardless of my complaint in the first place their customer service was diabolical and they should be refunding the charges because of that reason alone. They replied and said they wouldn't help further. I will also point out that many of the emails I received didn't even make sense the English was of such poor standard and also half way through they claimed to have lost all my emails. I felt like it was another fob off. I felt like they were just wearing me down until I gave up.

I am amazed and how bad the service was. I haven't decided what to do next if anything. I have had international roaming switched off as I don't trust the phone anymore.

I can contact the CEO and I can raise it with Oftel but man.........it's so exhausting....................

Kel

mumps

mumps wrote: »

I am so angry with Vodafone I could scream. My DD had her iphone stolen last week, I reported it (the contract is in my name) and had it blocked, sorted it out with my insurance, they gave me the go ahead to buy a new phone and that is where the nightmare started. I phoned Vodafone to buy a phone and was told I had to start a new contract as I didn't have their insurance.? Tried to phone Vodafone shop in nearest town to DD (she is away to uni) to find out of they had a payg iphone. No answer, left a message. Tried twice more and still waiting for a reply over 48 hrs later. She travelled to shop and bought the phone, it had a £10 top up she had to pay for with the phone but in the shop said they would sort it out so she could use it on her own contract number. It would activate in 2 hrs. Well here we are over 30 hrs later and its not working. Phoned Vodafone tonight, got cut off three times. Fourth time I got someone who tried to help, she said it didn't work as the block hadn't been taken off. Then I checked the sim and they had activated one that has been sent in the post so I asked them to activate the one the shop had given her as the other one hadn't arrived. Well they checked the number on the sim and said it couldn't be activated as the number had never been activated. Now it was end of term on Friday and everyone else has gone home but she is there for two weeks on a work placement. So she is alone in a student house at the "rough" end of town with no way of phoning for help if she was burgled or taken ill. I am so angry. As a "good will" gesture the customer service assistant credited me with £10. Well that is great, sort of makes up for the £10 top up I didn't need but does nothing for my phone bill never mind the blood pressure med I need just now.

The funniest thing is I was going to phone Vodafone this week to get a phone for my son, he has just heard he has an unconditional offer for uni in Sept and I was going to get one of their sim only deals for me so we could all have free minutes to talk to each other. Roll on the end of her contract so I can get her signed up with a company that has some service.

Just to update it was the next day when the new sim arrived. Hooray problem solved. No. I open my post and discover that as Vodafone hadn't taken money last month as I had changed my bank account they had barred the phone. When my DD saw the bill she had contacted them and they said it was fine, they knew it was the new bank and would just take the two payments in March but here they were a week before payment due barring her phone. So got that sorted and calmed down.

Decied to give them a ring and as a "valued" customer asked them what sort of deal they could do me for DS. Told them the phone he was interested in and they quoted me £25 per month but with 300 minutes a month when I could get the same phone with 500 minutes for £25 online and cashback for quidco. I said no thanks and the price suddenly dropped to £20. I said no to that too, to be honest I think if they offered it me for £5 I would say no. Roll on next year when I can end DDs contract and she graduates and goes and gets her own contract. I think I am staying with O2 and getting O2 for DS.

glenngill35

Hi everyone, just to let you know that Vodafone (who I am a Customer of) have as usual let me and themselves down. I am in a position to upgrade my contract as it ends on 27-5-2011. I contacted upgrades and enquired about the iphone 4 I asked for a few improvements to the tariff for being a loyal Customer and was told there was no way that any thing about the tariff on iphones could be altered I left it at that and then I thought I will contact WRT 135 to ask for there assistance. I was contacted by WRT via email, the representatives name on the email is Simon, he indicated that he would be available to discuss further my requirements and was there a suitable time that he could call me, I responded asking to be contacted at 9am on Friday 25-3-2011 I am still waiting for that call.
Vodafone do not IMHO value existing customers at all, everything has to be a trial and nothing is ever straightforward at renewal or upgrade time. Vodafone seem to forget that people have access to the internet and can check out what deals are available with other networks but when I quote to them that there is a better offer elsewhere can they match it for an existing customer they seem prepared to just say ‘off you go then’.
I am not trying to be unreasonable with Vodafone I have been with them a while and in some respects it is my fault by staying with Vodafone and going through the trial of upgrade or renewal again that I am in this position.
Other networks be aware and grateful that if Vodafone (by my example) keep up the good work (lol) you may reap the benefit of Vodafones arrogance.
:mad:

TwistedPsycho

Thats almost as bad as Vodafone charging its iPhone and Blackberry customers £5 a month for mobile Internet but forcing me (because I have a Nokia E72) to pay £10 a month on my "Sim Only" upgrade.

I would love to take on their 300 mins/Ultd texts/500Mb Internet for £15 a month; but no I am forced to take 900 Minutes at £20 just to get the Mobile Web

diamonds

I sympathise Reem & drageamon

I got a call back from Guy L's team about my 2 UK messed up contract accounts, due hundreds on each through Voda's "care" 1 payg mess up and my Voda AU account where Voda breached ALL account terms UK & AU....the person was meant to email me back after getting ALL account details from me but no avail so far a week later....

Welcome to outsourced Voda care teams and Voda direct management teams, until Voda Retail staff can correct errors directly on my account instead of just selling me a "Voda" branded product and Voda's own Retail staff arguing with thier own "outsourced" care I will not return to Voda.

Vodafone's loss as I have 3 contracts & 3 payg in the family I run - LOYALTY in the first instance comes from your "outsourced" care following the very "1st contact resolution" that Vodafone place on these incompetent third party sub contractors that fail to deliver on such but Vodafone see as a acceptable standard and then trawl the internet forums like a lady of the night trying to drum up business to stop churn to other networks & protect its brand identity....LOL.

In all honesty its a commercial idiot plan, Voda AU has outsourced even BUSINESS "care" to 3UK owner Hutchisons sister company - 3Global Services that do 3UK & 3Ireland's care after 3AU and Voda AU merged into one company Voda Hutch Australia...no doubt it can only get worse for Vodafone UK customers.


drageamon
how is your Voda AU signal given they are being forced to spend billion$ on thier failing network as customer contracts were being released from contract as much as call dropping on Voda AU happens....my Voda AU signal existed from Waterfall to Kiama only on thier coverage maps, add the black hardware screen of death on a how is your Voda AU signal given they are being forced to spend billion$ on thier failing network as customer contracts were being released from contract as much as call dropping on Voda AU happens....my Voda AU signal existed from Waterfall to Kiama only on thier coverage maps, add the black hardware screen of death on a Blackberry Storm and yup you guessed it - [STRIKE] BUSINESS customer care[/STRIKE] 3Global Services would do nothing even with Voda AU retail staff telling them to do something as they were in breach of my terms and conditions - see a familiar pattern evolving here ? !

Apparently a international trusted brand: VOIDAFONE, recreational drugs must be part of the staff contracts at Banbury, Vodafone PLC's international head office as they are all out thier heads "allegedly "......

diamonds

glenngill35 wrote: »

Vodafones arrogance.

You have just summed up the majority of the 950 posts in this thread (of course I exclude the Voda reps so that why it is the majority and not all posts), can a mod count all the other Voda complaint posts on MSE please and also Martin inform the internet police they are duty bound to give us a UK figure on the rest of the WWW community

POWER TO US INDEED !! I have never despised a person in life, I do despise Vodafone, 3 chances in UK - FAIL, 1 chance in AU - FAIL. I even as a brit root for the frenchies these days - through France Telecom/Orange LOL, its all true....ashamed Vodafone is a international failing its "customers" BRITISH company...the things I have been told of in UK and AU about them like the posts on MSE really beggar belief.

I do have a confession though, the only acceptable way I can use Vodafone is through a Voda reseller BT Mobile who excel at customer care unlike BT Retail, Wholesale, Openreach divisions. Sad really a Vodafone MVNO knows "care" better than Vodafone the GIANT who has got to big for its boots.

Blame Ofcom/politicians for outsourcing our Telecoms Ombusman to third party Alternative Dispute Resolution companies, thier is NO independent telecom ombusman in the UK and that is why TELECOMS UK is a mess.

glenngill35

:(Following on from my earlier post, I was checking out iphone4 deals that used Vodafone (airtime). Carphone Warehouse offer the same deals/tariffs on the Vodafone network as Vodafone direct, but CPW currently offer a cash back component. The cash back component offered by CPW (that Vodadfone as direct seller will not match, why?) could be used to reduce the upfront payment on the iphoe. I want Vodafone want to put me into an iphone4 but as I have already stated Vodafone ‘do not want to do business’ with me an existing customer. Vodafone have contacted me via email asking for my account details to look into my earlier post. Could it be argued that they (Vodafone) should know or have this information and by asking for it are causing further frustration to me and IMHO many others. Is it better to go through a third party such as CPW and achieve an improved deal or stay with Vodafone! Answers on a postcard please (lol) to Vodafone. In order that the postcards can be easily identified (and discarded by ourselves @ Vodafone) please mark in bold type face existing Vodafone customer please ignore or treat with contempt "allegedly"

adandem

I will def. be leaving Vodafone with haste when my deal expires in July.
Not once have they responded to any emails.
Fed up now, will just go elsewhere.