Vodafone- Rubbish customer service. Rant Alert!

needing-help

My DH has a HTC Desire on contract and its rubbish. It kept locking when he tried to answer it or used the internet. I took it to the Vodafone shop and they wounldn't replace it but sent it off for repair promising to ring me on my phone when it was ready.
They didn't, after 2 weeks I called and got it back.

The phone worked ok for a little while then started again and got worse over time. It now locks repeatedly, randomly switches on and when he does want it on it just sticks on the start up screen.

I returned it again and was treated like dirt by the so called assistant manager. I asked if we could just have a replacement, he refused and said he had never heard of anyone having the problem (I know plenty have)
He would also not let us have a loan phone, I tried to explain I was disabled and needed to be able to get hold of DH instantly but he just lectured me about the insurance cover and how we should have taken it out.

Eventually after he had been rude repeatedly I just told him to send it off. He said we would get a text when it was ready, when I offered my number he said the text would go to the phone he was sending away!!! Whats the point in that!

I told him we hadn't had anything last time and his reply was whatever you say.

We have 2 contracts with vodafone and will definitely not be renewing either at the end.

Sorry for my long rant, I don't expect replies I just wanted it out of my system :T:rotfl:

Ezek

That sucks. I feel your pain, I'm on Vodafone too (stuck in a contract for another six months) and they are utterly crap in terms of customer service. However, from my time with them I *have* noticed that complaints that get posted on their eforum (I'm too new to post links, so just google 'Vodafone eforum') tend to get answered very quickly (and politely) by staff members patrolling the boards - my cynical side assumes it is because the complaints/questions are on a public online forum for everyone to see! Might be worth a go if you keep having problems? Good luck whatever happens

needing-help

Thanks for the advice. I will have a look at the forum now.

Vodafone

Hi needing-help,

I am sorry to hear that you have had some problems with the handset.

Ezek is right, my team can certainly provide help and support via our eForum. Alternatively, you can email me personally via this address with WRT135 FAO Heidi in the subject. If you include a link to your post and a contact number, I will be in touch to help resolve this.

Best wishes,

Heidi
Web Relations Team
Vodafone UK

needing-help

Thanks. Have now sent you a message.

mr_fishbulb

I found their phone support to be rubbish, especially regarding their suresignal devices, but can't fault their in-store service.

I've had troubles a couple of times with my HTC Legend. First time they sent it off, I bought a pay-as-you-go phone for £20 to stick my sim card in to use whilst it was being repaired.

Earlier this year I had to send it off as it wasn't connecting to my computer via the USB cable. It went off 3 times as it still had the problem when it came back so the guy in the store wrote on the repair document for it to be replaced, and I got a new one a week later.

RE The eForum mentioned above - the best support in there comes from other users rather than the Vodafone staff who will do things like close your thread and tell you it's answered in another one (when it isn't), copy and past standard stock replies when you've personally gone into more troubleshooting than some of their techies would understand, and (in the case of the 500MB debacle a couple of years ago) delete whole threads that they don't like.

The suresignal guys in the eForum are as bad as the phone support. Even when you have dozens of users saying that their sure signal box (which was working fine before) hasn't has a connection from the same time, and they're in the same geographical area, vodafone refuse to acknowledge the problem is at their end. Instead they just give useless replies on how to reset the device.

Vodafone

needing-help wrote: »

Thanks. Have now sent you a message.

Thanks for coming back to us needing-help.

Having checked our emails I can confirm that we've received yours and so please be assured that we'll get back to you as soon as possible.

Kind regards,

Lee

Web Relations Team

Vodafone UK

needing-help

Well after my rant I feel I should update.

I have been dealing with a lovely lady called Heidi from Vodafone over the last few days.
She has resolved all my issues and I am very pleased.

Thanks Heidi and thanks for the advice from mse-ers:D

robyn1991_2

I hate vodafone, have only ever heard terrible things about them.

Plus it's spelt PHONE not fone, even though it's intentional it bugs the hell out of me

smala01

Bought an internet dongle from them last year for service in hospital whilst i was an inpatient. £15 for 3gb of data.

Within a month of this happening the Vodafone changed the rules and only gave 2gb for the same money.

Totally ripped off and a wasted dongle.

Smala01

smala01

Oh and another from a colleague...

Usual tariff of £20 per month. In 18 months he never spent more than £30. Said colleage switched the data off on his phone whilst on a business trip to Italy, and on return received a bill for (data use):

£987 !!!!!

To this day it looked like the phone was off - but Vodafone insisted several hundred MB were used in the week.

It utterly unacceptable for a company the size of vodafone to manipulate individuals, and blame the customer for this kind of bill shock.

Smala01