vodophone customer care L O L

lillytoad

just a warning to anybody thinking of joining vodophone ,

we have been without any service for a week called there call center and they state that they have no idea how long we will be off line asked for a refund off line rental we were told that was not an option as they provide a service somwhere so we could use the phone if we went to a different area stated that we are disabled and needed the phone his answer was not very nice and said he could not see us so he did not know if we were telling the truth and would do nothing to help us i asked him how long would be a reasonable lenth with no service as to qualify for a refund he said it could be 6 months we AND THEY WILL STILL CHARGE US THE FULL PACKAGE RATE

thanks vodophone just to let u know we will not be renewing our contract

gjchester

lillytoad wrote: »

just a warning to anybody thinking of joining vodophone

Don't misunderstand me, it does sound like they were rude, but you'll find all mobile companies take the same stance. Read on here and every mobile company will have similar horror stores of rude customer service reps, however bear in mind how did you go into the conversation. Going in all guns blazing never helps. The person at the other end could be having a reall bad day and you going in to tear a strip off him won't mind him to be helpful.

No one will guarantee coverage at a set location, and as part of taking the contract you accept that limitation. The nature of the service (radio waves and the fact things break) means it's impossible to guarantee coverage at all locations. You may not like it but they are providing the airtime service to you anywhere in the UK, not specifically your home.

In the same way BT or Virgin will take a while to rectify a fault, it could be a day it could be a few weeks, it depends what the fault is and what needs to be resolved. Worst case, although highly unlikley, is a replacment of a mast, and that may mean planning permission.

You say in this post it may be down 6 months, yet in another you state 3 months. You also state you have limited mobility and need a phone 24 x 7. Both of which suggest you really should forget a mobile and get a landline with a Priority Fix service if you really need the phone that much.

MissKeith

)

gjchester wrote: »

Don't misunderstand me, it does sound like they were rude, but you'll find all mobile companies take the same stance. Read on here and every mobile company will have similar horror stores of rude customer service reps, however bear in mind how did you go into the conversation. Going in all guns blazing never helps. The person at the other end could be having a reall bad day and you going in to tear a strip off him won't mind him to be helpful.

Although I agree with the majority of your post, I don't believe there's any excuse for rudeness. Although some customers are serve can be rude, nasty and insulting, it's my job to remain professional regardless of what kind of day I'm having. Sure, I'm not going to bend over backwards for a nasty customer but there's never an excuseto sink to their level.

Some customers do need to realise that staff members are human and don't deserve to be talked to in an insulting manner but some staff members don't make it easy on themselves by retaliating. (saying that I do get tempted to tell particularly vile customers to GTFO on occasion, I've always refrained up till now! )

gjchester

MissKeith wrote: »

)

Although I agree with the majority of your post, I don't believe there's any excuse for rudeness. Although some customers are serve can be rude, nasty and insulting, it's my job to remain professional regardless of what kind of day I'm having.

Sorry badly phrased.

Don't misunderstand me, it does sound like they were rude, but you'll find all mobile companies take the same stance.

would have been better ..

Don't misunderstand me, it does sound like they were rude, but you'll find all mobile companies take the same stance with regards to signal availability.

It wasn't meant to say all customer service agents are allowed to be rude but could have by my ommision of the bits I've bolded above.

Wintermute

MissKeith wrote: »

)

Although I agree with the majority of your post, I don't believe there's any excuse for rudeness. Although some customers are serve can be rude, nasty and insulting, it's my job to remain professional regardless of what kind of day I'm having. Sure, I'm not going to bend over backwards for a nasty customer but there's never an excuseto sink to their level.

Some customers do need to realise that staff members are human and don't deserve to be talked to in an insulting manner but some staff members don't make it easy on themselves by retaliating. (saying that I do get tempted to tell particularly vile customers to GTFO on occasion, I've always refrained up till now! )

The mute button's there for a reason

No network will guarantee 100% coverage 100% of the time, outages do and will continue to happen, sometimes they're planned maintenance, sometimes something has happened beyond the networks control (i.e. lightning) . You'll pretty much never get given a timescale on when an issue will be resolved, the person at the other end of the phone probably has no idea, sometimes if they're put under pressure to give one and no good at their job they'll make something up, but don't expect it to be accurate.

If somebody is polite to me and treats me like a human being, then I'll have no issue about applying a goodwill line rental credit despite the fact that their phone will work outside of the area, but it is purely a goodwill credit and a big part of the decision will be based on how they treat me.

Unfortunately the fact that you're disabled is irrelevant, you pay the same for a service as the person who's on the consumer contract who's shouting at another CSA about how he's losing £500 an hour because he's got no service and the same as the person who's unable to send picture messages of kittens to her friends. Unless you're on a business contract your issue will get treated at the same priority as any other issue and obviously the issues that effect the most people get dealt with the quickest.

GuidoT

On CAG there is a helpful fellow call Lee Vodafone, try him.

http://www.consumeractiongroup.co.uk/forum/showthread.php?267990-Question-for-Lee-Vodafone-Rep-Default-on-credit-file-***RESOLVED***.&p=3048498&viewfull=1#post3048498

MissKeith

Wintermute wrote: »

The mute button's there for a reason

I wish I had that luxury, I'm a retail monkey! I've had the honour of barring a few violent customers and called the police on a fraudster once but I've still had to hone a talent for smiling, nodding and apologising profusely when I'm being called every name under the sun!