Vodafone 5 customer service managers, no call backs and excuse after excuse

vikkif_2

On the 19th of Feb we had problem with our phones in respect to not be allowed to make a call or receive a text. We went through a number of staff at the Cairo call centre and this led to a number of resets. We were then told a mast was down.

For the next few weeks our phones became linked and we could not send texts to each other as it appeared as if you were texting your self, we were also unable to make calls to most numbers and calls were fading, texts were not going though.

3 vists to the local shop and they were useless, Blaming one thing on another and it was then all centre sending us there. We eventually visited apple at lakeside and they unlinked the phones.

Several more calls to the call centre and we were promised call backs, despite giving my partner authorisation to deal with the matter some days they would talk to him others they would not.

We were sent a sure signal box that would not link, we were promised a call back from tech assist last Monday and we didn't get it, rung on Tuesday and told we would get a call from a customer service manager and tech assist on Wednesday, at 2025 when customer service had gone home we get a text to say they will not be contacting us

On thurs last week we spoke for 90 mins I was woken up as they decided that they needed my authorisation AGAIN we was offered 2 months compensation, for loss of use of the phones, we have had to buy payg on another network to ensure that work can get us. We also have to use the landline more than ever.

We was told consumer relations would call within 48 hours, no call. We rung yesterday and was promised a call today, we were stupid to think 48 hours was 2 days not 3.
No call today, 2hrs on the phone tonight and now told due to a tech problem the call back for Monday was not logged and we would get a call tomorrow. Yes I know what chance.

I am appalled at the lack of customer service that we have been offered the failure to address a network issue and the failure to action a complaint at the earliest chance, is this the way to treat a customer

If the offer for the compensation was in respect of a single call and bad service but the failure of 5 managers within the Cairo call centres to address theses issues.

We are told to turn the 3G off, but it was fine before the 19/2, in the house we have to be with 20ft of the signal box, not quite a mobile phone

Well I have vented now, I was also at the stage of a iPad on Vodafone, now not a chance.

Vodafone

Hi vikkif,

It's extremely disappointing to read about the service you have received. I can assure you this is not how we want our customers to feel.

So that I can look into this further for you, can you drop me an email to the address here with WRT135 FAO Heidi in the subject.

If you include a link to your post and a contact number, I can get in touch and we can get this resolved.

Many thanks,

Heidi
Web Relations Team
Vodafone UK