vodafone complaints

thepurplegoldfish

grumbler wrote: »

Typical feebleness of Voda telephone CS and inability to do anything.

Wait for their Web Team Reps here to reply. In fact there is no point in waiting. I can assure you the reply will be pretty standard:
*the code is always the same.

Grumbler makes me chuckle - Pretty much saying expect uncaring standard response from Vodaphone on here and low and behold a few post later there it is, with the same code!!!
:rotfl::rotfl::rotfl::rotfl::rotfl:

Vodafone

Hi thepurplegoldfish,

I appreciate that it may seem odd that we always put the same code but there is a reason for this.

The code WRT135 means that the email sent will automatically come into the Web Relations queue. If that code wasn't entered then the email would go to the customer service team and we would not be able to work on it. In my posts I also ask for FAO Heidi to be put in the subject. This is so that no-one else will take it out of the queue and I can work on it personally, ensuring that I deal with the situation from beginning to end.

I hope that gives a bit more of an insight into how we work and gives you piece of mind that we are not just churning out a standard response. We are here to help and whenever we can, we will.

Best wishes,

Heidi
Web Relations Team
Vodafone UK

mobilejunkie

It's a pity, then, that the ONLY difference between the help you provide and that of - I am loathe to use your term of "customer service" - is that YOU respond FAST and lead to exactly the SAME mess of an "outcome". Would make ME chuckle if I wasn't so angry at the MONTHS of effort I've wasted trying to get what started out as a simple !!!!-up (by YOU) sorted out and has ended up in a mess worse than at the start, with an almost complete lack of response and an utterly incompetent action when I finally get any.

Why don't you RESPOND to formal complaints made through the NORMAL procedures??? You don't even reply. THAT'S how much your company REALLY cares about the people who enable it to exist.

For those other mugs who use your network, be warned; everything you read from the endless line of angry Vodafone customers who (like me) spend an eternity attempting to sort out the problems caused by them is completely true - when you're getting the basic service you pay for it's fine - but woe betide once they start meddling and messing everything up. You'll have practically no chance of EVER getting it sorted and by the time you give up you'll have wasted HUNDREDS of hours just trying to get a response.

And no thanks - I'm not going to send you yet another email with the code in it to add to the DOZENS of other attempts I've made to obtain remotely BASIC customer service from your company.

John_3:16

I have also tried to contact Vodafone this way with very little response just an automated email.

Vodafone

mobilejunkie wrote: »

It's a pity, then, that the ONLY difference between the help you provide and that of - I am loathe to use your term of "customer service" - is that YOU respond FAST and lead to exactly the SAME mess of an "outcome". Would make ME chuckle if I wasn't so angry at the MONTHS of effort I've wasted trying to get what started out as a simple !!!!-up (by YOU) sorted out and has ended up in a mess worse than at the start, with an almost complete lack of response and an utterly incompetent action when I finally get any.

Why don't you RESPOND to formal complaints made through the NORMAL procedures??? You don't even reply. THAT'S how much your company REALLY cares about the people who enable it to exist.

For those other mugs who use your network, be warned; everything you read from the endless line of angry Vodafone customers who (like me) spend an eternity attempting to sort out the problems caused by them is completely true - when you're getting the basic service you pay for it's fine - but woe betide once they start meddling and messing everything up. You'll have practically no chance of EVER getting it sorted and by the time you give up you'll have wasted HUNDREDS of hours just trying to get a response.

And no thanks - I'm not going to send you yet another email with the code in it to add to the DOZENS of other attempts I've made to obtain remotely BASIC customer service from your company.

Hi mobilejunkie,

Further to my reply to one of your other posts here I appreciate that you remain unhappy and I have offered to assist you further.

I can assure you that we do respond to all correspondence received and are always aiming to resolve as many instances of dissatisfaction as possible.

John_3:16 wrote: »

I have also tried to contact Vodafone this way with very little response just an automated email.

Hi John 3:16,

I'm aware that my colleague Heidi has since replied following your update here.

Thanks,

Lee

Web Relations Team

Vodafone UK

MrJames1984

Afternoon all,

I saw this post and couldn’t believe it as EXACTLY the same thing is happening with me.

I sent a letter to the relevant address to cancel my contract. I had been with Vodafone for 2 years, never missed 1 payment and had just got a new job and a mobile was provided.

Vodafone continued to charge me for 2 months so I called them to question this, no Mr James we never got your letter. They then said we cannot do anything for you but will cancel this now, we even joked that he could see the phone had not been used as it was just left in the cupboard.

Anyway I cancel the DD and assume all is sorted. NOOOO, they continue to charge me and only finally cancel the contract through lack of payment. Unbelievable the level of incompetence shown, I thought all calls were recorded!!!!! I wrote to them only to receive a letter explaining they cannot accept disconnection notices over the phone, well I did that originally. It sounds like there was a distinct lack of employee training or even just telling the customer what he wants to get him off the phone.

They now have passed me on to Fred Prime and I have learnt via Equifax I have a default against me.

Money isn’t entirely the issue, I am posting this before I take legal action against them. Ruining my credit from their mistakes, lack of training, awful customer service and shocking level of customer support.

I hope someone reads this from Vodafone and we can sort this out, ref no is CS00005739330.

mobilejunkie

Vodafone_company_representative wrote: »

Hi mobilejunkie,

Further to my reply to one of your other posts here I appreciate that you remain unhappy and I have offered to assist you further.

I can assure you that we do respond to all correspondence received and are always aiming to resolve as many instances of dissatisfaction as possible.Thanks,

Lee

Web Relations Team

Vodafone UK

Utter garbage I'm afraid. You do NOT reply; I've requested callbacks (and been promised them) from managers so many times I've lost count. THEY DON'T CALL. Try reading the scores of complaints on this site alone about EXACTLY the same thing! I've sent messages via your own site; NOTHING back. I've written a formal LETTER of complaint; ignored!!

How do you have the nerve to make such plainly untrue statements? Must be like a manager I did actually speak with (briefly) - he lied about ALL customers having been notified of your change of billing and bundle dates when I'd already established from another Vodafone employee that was NOT the case (apart from knowing it because of my own unfortunate custom with Vodafone)!

Why are you on here in the first place - there would be absolutely no need for Vodafone to creat a damage limitation exercise is they didn't first create and ARMY of angry customers - many of them long-serving and loyal, like me!

This is not the first time I've been through a formal complaints proceedure with vodafone. The ONLY thing that has changed is that it is even worse than previously. You have gone backwards in the last few years. You have a "Customer Complaits Code". None of your people refer to it and NONE OF THEM FOLLOW IT!

Hell will freeze over before Vodafone GENUINELY cares about any of us.

Yolina

I have learnt from experience that pretty much the only way to get things sorted is to email [EMAIL="guy.laurence@vodafone.com"]guy.laurence@vodafone.com[/EMAIL] he's the UK CEO and someone from Exec services will get back to you - they are far more efficient and are usually able to fix the mess that has been left behind by the rest of Customer 'Services'. I've spoken to him on the phone too, he's a very pleasant man but shame about his company

mobilejunkie

Sounds about right; a place of last resort when the multi-layered obstacles to resolving even a simple problem do they job of stopping its resolution.

grumbler

MrJames1984 wrote: »

I sent a letter to the relevant address to cancel my contract.

I guess it was a recorded signed for letter and you tracked it through Royal Mail. Have you?

Anyway I cancel the DD and assume all is sorted.

Cancelling the DD is always a bad idea if you value you credit histiory.

Unbelievable the level of incompetence shown, I thought all calls were recorded!!!!! I wrote to them only to receive a letter explaining they cannot accept disconnection notices over the phone, well I did that originally. It sounds like there was a distinct lack of employee training or even just telling the customer what he wants to get him off the phone.

Incompetence is hardly a surprise. However, what they told you is correct and is clearly stated on their website: How can I end my Vodafone Pay monthly contract? - Help - Vodafone

Money isn’t entirely the issue, I am posting this before I take legal action against them. Ruining my credit from their mistakes, lack of training, awful customer service and shocking level of customer support.

Hope a record of the phone call does exist and you will be able to get it. Otherwise you stand no chance of proving anything.