Vodafone incompetence and lies!

thetriggerhappypwner

Hello MSE Fans!

I have a contract with Vodafone and have had it since around 23rd November 2010. The original cost was £30/mo, since then I have had the cost go up twice, first to £30.64 and now £31. I cannot understand this as I have never gone over my allowances (600mins, unlimited texts and 500MB of internet) All I need to be honest. I don't use it enough to go over my minutes.

It has been approximately 6 to 8 months since I have been having issues with my handset (Nokia N8), the first one I sent in for repair twice with no effect and it was returned on both occasions with the same fault. Randomly dropping calls with nothing on the display except "Connection error!". I had had enough of my phone saying that, and approximately 1 month ago, I received a "nearly new" phone of the same model, with the same fault, I am certain that Vodafone are sending me faulty phones, and with this and what I have been experienced, I am certain of that cold hard fact.

Anyway, tonight the "Connection error"! popped up again and that was the final straw for me. I contacted them on 4 or 5 different occasions and on all 5 was hung up on. I was admittedly getting a little stressed at the ignorance and incompetence of the "representatives" and thier attitude. They all repeatedly called me a liar when I stated that a number of different reps said I would get a brand new phone, that was some 5 months ago. I am still waiting for that "brand new" phone to this day.

The first representative I spoke to today "Mohammed" located in Cairo, Egypt, repeatedly claimed that my phone was out of warranty even though as per contract, it is in warranty until the contract expires on or around 23rd November 2012, that's another 10 months and 3 weeks from now. The female I spoke to before they closed at 8pm tonight (3/1/12) stated that I would recieve a call back from a manager after listening to a call from 30/12/11 (the date I was promised a "brand new" phone for like the 10th time) 3 hours later it would have been 11pm, 3 hours after they closed. I stated this and she reiterated that I would recieve a call in 3 hours (stupid or what?). She then began to laugh at me, and then kept telling me the same nonsense repeatedly. I got angry, I dont deny that, but she accused me, without reason, of swearing when I did not. If I had sent my phone for repair, I would have to wait up to 4 weeks to get it back, I have done this twice before and had to wait 6 weeks on both occasions. Never again. I am not sure why they are treating me so outrageously as I have always paid my bills on time without fail, partly because its via Direct Debit, I still fail to see what's going on and why they wont accept the issues but rather deny them, calling me a liar repeatedly.

On a side note, I did state that if the matter wasn't resolved I would cancel my direct debit and seek legal action against them for the outrageously poor service and customer service I have received since the issues begun in around March 2010. She accused me of threatning her personally, forgive me but how is telling her that I would seek legal action against Vodafone threatening her personally?

Does anyone have any advice other than "ditching them"?

grumbler

thetriggerhappypwner wrote: »

Does anyone have any advice other than "ditching them"?

Don't cancel the DD unless you don't care about your credit history.
Stop dealing with their worthless and useless telephone CS.

However, to be fair to them, you don't have any right for a new handset. Their duty is either to repair the faulty one or (up to them) to replace it with the same, i.e. not necessarily new.

thetriggerhappypwner

That may well be the case, they promised me a brand new handset on multiple occasions. I am after all at my wits end with trying to get a solution...

Buzby

'Brand New' is a term you or I might use, but a network? They're in the business of selling airtime, the handsets are just a sideline (retail) and an adjunct to the main show. You may be promised a 'new' phone, but what is the definition of 'new'? A previous customer return, is usual. A 'white box' refurbished model is the next - no accessories or manuals (as you have them already) but a handset, complete with warranty which will run out at the same time of the original purchase.

Skip phoning, WRITE. Explain your issues and your dissatisfaction, and say that you are disappointed with the service you have recieved so far.

thetriggerhappypwner

Trust me, I was going to do that tomorrow afternoon and send the letter 1st Class Recorded so they cannot deny receiving my letter, can anyone suggest the wording of my letter??

keith1950

The first representative I spoke to today "Mohammed" located in Cairo, Egypt, repeatedly claimed that my phone was out of warranty even though as per contract, it is in warranty until the contract expires on or around 23rd November 2012, that's another 10 months and 3 weeks from now.

Hi, the length of your airtime contract has nothing to do with the length any warranty on the phone.

They only have a duty to to repair the the phone ( not to replace it ) during the manufacturers guarantee period not during the airtime period you purchased.

Some manufacturers might, for instance, give a two year guarantee with their product however ,in the past, if has been possible for a retailer to purchase the product without any manufacturers warranty and then the retailer gives the basic 1 year guarantee, covering the cost of repairs during that 1st year themselves but at the same time getting massive discounts on their purchases.

spiro

thetriggerhappypwner wrote: »

I have a contract with Vodafone and have had it since around 23rd November 2010. The original cost was £30/mo, since then I have had the cost go up twice, first to £30.64 and now £31.

I think you will find this is due to changes in the rate of VAT which is outside of the companies control and therefore can change over the life of a contract.

gjchester

thetriggerhappypwner wrote: »

I have a contract with Vodafone and have had it since around 23rd November 2010. The original cost was £30/mo, since then I have had the cost go up twice, first to £30.64 and now £31. I cannot understand this as I have never gone over my allowances (600mins, unlimited texts and 500MB of internet) All I need to be honest. I don't use it enough to go over my minutes.

£30 to £30.64 is about 2.2% so accounting for rounding it's probably down to VAT changing to 20% on the 4th of Jan 2011

£30.64 to £31 is as vodafone rounded all prices up to make them simpler. (their words not mine!)

thetriggerhappypwner wrote: »

On a side note, I did state that if the matter wasn't resolved I would cancel my direct debit and seek legal action against them for the outrageously poor service and customer service I have received since the issues begun in around March 2010.

Cancelling your direct debit put you in default, not them, pay it but ensure they know it's being disputed.

Nokia's usually have a 2 year warranty,. but unless you paid extra for insurance that offers a courtesy phone then you have to let them have it for as long as it takes.

You could send it to Nokia to be looked at but that could take just as long.

Legally as Grumbler has said long as they are offering to repair it you have to accept that, you have a right to a repair or replacment but the retailer chooses that not you. You also woule be hard pressed to claim poor customer service as a reason to cancel.

Sorry this is probably not what you want to hear.

thetriggerhappypwner

Cancelling your direct debit put you in default, not them, pay it but ensure they know it's being disputed.

Haven't cancelled yet...

mobilejunkie

Complaining about the (two) price increases is a nonsense. VAT accounted for one and an allowable price increase the other. Cancelling the direct debit is financial suicide. Writing letters is a waste of time and a stamp. Not sure you have a case for anything you're complaining about, but IF you do the ONLY way you're likely to get ANYWHERE is by sending an internal message via their website with "WRT135" in the title.

Guys_Dad

thetriggerhappypwner wrote: »

On a side note, I did state that if the matter wasn't resolved I would cancel my direct debit and seek legal action against them for the outrageously poor service and customer service I have received since the issues begun in around March 2010.

I always smile when I read posts by armchair warriors who clearly don't have a clue about the repercussions of cancelling direct debits and "seeking legal action" when they don't actually understand their legal footing.

As MJ writes, the first increase was due to VAT and the 2nd was made, perhaps not commercially as sensible as they thought, in accordance with their t&c. Your problem relates to the handset, not the network service you signed up for.

Don't live up to your forum name - follow MJ's advice and keep calm. Suggest you retain a very cheap unlocked handset for situations such as this - believe me they occur on all networks and you need your mobile service to be working, irrespective of what handset you use to make/receive calls/texts.