Cashback & Sim Only deals

grumbler

IMHO, any of many online 'intelligent' robots can do a better job than Web Relations Team is doing by posting here (don't know what's going on behind the scenes).

The only useful information in the posts I see is "When contacting, please quote the code WRT135 in the subject line". You can add it to your signature and just keep posting blank replies.

mobilejunkie

It seems I'm not the only one prepared to forgo the help offered on here. Unfortunatley Vodafone never seems to realise that they should treat their customers as important in the normal course of their business rather than firefighting the ones who end up going public on forums like this one. When enough of us vote with our feet they may get the message - though it hell may freeze over before they do.

Then there's my favourite phrase - "I'm sorry you feel like that" (common variant = "that way"). Must have all gone to the same training school for the last-stand customer "services" when companies really don't give a damn about their customers. My standard response along the line of "Why do you THINK I "feel" that way???" is wasted on robotic script readers.

Vodafone

grumbler wrote: »

IMHO, any of many online 'intelligent' robots can do a better job than Web Relations Team is doing by posting here (don't know what's going on behind the scenes).

The only useful information in the posts I see is "When contacting, please quote the code WRT135 in the subject line". You can add it to your signature and just keep posting blank replies.

Hi grumbler,

As the vast majority of posts/threads we reply to relate to account specific matters it isn't possible for us to provide assistance publicly.

There may be instances where we can provide general insight on a situation based on the details posted by the customer.

However, in order for us to be sure that the guidance provided is correct we'd need to access the account to see what's happened already and then determine what can be done to rectify things.

mobilejunkie wrote: »

It seems I'm not the only one prepared to forgo the help offered on here. Unfortunatley Vodafone never seems to realise that they should treat their customers as important in the normal course of their business rather than firefighting the ones who end up going public on forums like this one. When enough of us vote with our feet they may get the message - though it hell may freeze over before they do.

Then there's my favourite phrase - "I'm sorry you feel like that" (common variant = "that way"). Must have all gone to the same training school for the last-stand customer "services" when companies really don't give a damn about their customers. My standard response along the line of "Why do you THINK I "feel" that way???" is wasted on robotic script readers.

Hi mobilejunkie,

As I've said before it's always disappointing to read about the experiences posted by our customers both here and across other independent forums.

When replying to the concerns which are raised here we believe that it's only polite to acknowledge the dissatisfaction caused while at the same time offering assistance to those who wish to accept it.

Whilst we as a company do try to resolve all queries first time there will always be an element where this either doesn't happen or isn't possible.

Naturally this is regrettable but in order for us to see how some of these customers get to the point where they feel that their only place to turn to are forums such as MSE we do need them to contact us.

Don't get me wrong I'm not saying that we can resolve every case which we come across but I can assure you and anyone else reading this that we will review cases on an individual basis and consider all reasonable courses of action in order to bring about a positive outcome.

Kind regards to you both.

Lee

Web Relations Team

Vodafone UK

nomoneytoday

I moved to Vodafone as my previous mobile company decided to:

Charge for an unlock, then sent back the phone advising "it has no fault" instead of actually unlocking it.
Lied about a retention deal, then tried to double the monthly fee, reinstating only once I escalated.
Sent me the wrong mobile device.
Rarely called back when advised they would do so.
Refused to give a PAC number unless I kept the device for another month (free of charge)
Refused to honour the above "free month"

No such issues from Vodafone

grumbler

Could you have posted the following about Vodafone instead?

They don't charge for unlock and have done this perfectly.
They have already offered me a good retention deal and honoured it.
They sent me the correct mobile device.
They always/usually call me back as promised.
They gave me a PAC the next day after I moved to them.

No, I am not saying that all the above statements are false. However, can you confirm from your personal experience that they are true?

I have not included the "free month" only because I have no idea what it was.

Vodafone

Hi Grumbler,

Whilst I'll leave the other four points for nomoneytoday to answer from their experience I thought I'd clarify that currently our unlocking policy is only to charge for unlocking codes in the instance of PAYG phones which are under twelve months old with the fee being £19.99.

In all other instances we'd usually provide the code free of charge. For anyone looking for more information on this please see our Help Centre here.

Thanks,

Lee

Web Relations Team

Vodafone UK