Vodafone atrocious customer service

clairabella757

I have today sent this email to Vodafone customer services after 3 failed requests to them for help:

thank you once again for your automated response but no follow up againtherefor i am now cancelling my contract.
i have now been emailing about the same problem for months and nothing is being achieved,
i rang you to upgrade my mobile. first of all i could not have the mobile i wanted so i decided to cancel my contract, at this point i was told yes i could have the phone i wanted this was a sunday evening so i didnt expect delivery next day even though it was suppose to be next day delivery, when it didnt arrive on the tuesday i rang to inquire as to why it hadnt (it had gone the wrong address) the lady was very helpful and offered to have it delivered to my work which it was on the thursday, yet on my first bill i was charged for next day delivery which as you can see i didnt get.

It was not till later on i tried to use my camera and could not get it to work, i rang you the man on the phone was not familiar with the phone as he kept telling me to remove the back of the camera which does not come off! In the end he suggested i take it to one of your shops, i did the man there said it seemed to be a manufaturing fault did i want it repaired of which i did not agree with as i do not think you should buy a new item to have repaired, i came home and tried ringing you again the man i spoke to this time was quite rude he said it would not be replaced unless i lost it i then said are you saying if i tell you i have lost it you would replace it and his reply was yes!

Since then as i said at the begining i have emailed you before and you have offered to send me a jiffy bag to return the phone to you but nothing has been sent and no i tries to contact me, therefore i am now TERMINATING my contract with you as you as i feel you have not fulfilled your contract with me of supplying me with merchandise in full working order.

If you will supply me with a prepaid bag i will return your property,i will cancel my direct debit as i have just received this months bill (with insurance on of which i do not remember ordering and did not want as i already have phone insurance) if there is a bill for any outstanding calls after this bill was sent please post it to me and i will pay.


Can anyone advise if there is anything else I should do and will I get blacklisted for this or do I have a case?

faza20

Hi Clarabella

Sorry to read that your having problems again, I work for Vodafone and will be able to offer some advice.

The handset we supply is not part of the airtime agreement. There is a manufacturers warranty supplied with it which Vodafone will be able to help with. We do this by either postal repair (where by a Jiffy bag is sent, and you then send the handset back to us for repair), or, you can go into any Vodafone store and they will be able to send it off for you. Subject to availabilty, they will also offer a loan phone.

I'm sorry that you've again had problems contacting us, if you have any queries, feel free to drop us a line using the FIT135 code.

changkra

I have to agree about Vodafone customer service. I hit problems with them back in November with an upgrade. After going back wards and forward over approx 2 months i requested a call back from a manager who admitted to me they had sent me out 3 faulty phones knowingly. I was also charged for next day delivery on all 3 but not one turned up before the 3rd day. I did request a refund of this which was given. In fact the only really helpful person i got was the guy that cancelled my contract for me on the day i paid the final bill. I had been with Vodafone for approx 6 years, i will never take a contract out with them again. When it comes to upgrades they are totally useless, all they are interested in is getting the contract, they have no customer care at all.

bcopie

Have just upgraded my phone with vodafone but this is the last time i ever go with them. See my thread. - this is the second time that they have messed me about.

Beware of Vodafone.

clairabella757

Thanks for the reply again

Just for info - I actually posted this on behalf of my Mom so it is not myself having problems again.

I will pass your message onto her

Thanks

GillyBee_3

I used to have a vodafone - when I was given an upgrade it took me some time to realise they were now routinely billing me for two phones, not one. Rang them, told them I didn't want the old phone, or its number, any more, and to cancel it. They said "Can't do that over the phone ," (which I suppose is reasonable enough), "you'll have to write to us and give us a month's notice and then we'll stop it."

Well, okay, so I wrote, and assumed that was the end of it. Trouble is, I was so flat out busy I still wasn't checking my statements carefully enough, and it was some time again before I realised they were still helping themselves to money every month for a service I wasn't using and didn't want. Not a fortune per month, only the rental plus VAT, but nonetheless... Phone calls, emails to their "contact us" address, nothing seemed to get through. So eventually I decided to cancel both contracts. Got myself a new phone and contract (NOT with Vodafone!) and emailed Vodafone (twice, once per phone number) to tell them that I was giving them a month's notice that I was terminating both contracts and would then cancel the Direct Debit. Left it about six weeks and stopped the Direct Debit.

Guess what? Today I had a phone call from a debt collection agency!!

Now somebody tell me, please: am I the only idiot this has happened to? Or is it a familiar tale that other people have come across, and probably had the wit to deal with properly?

kate2510

Don't think that Vodafone is the only culprit regarding ending contracts and appalling customer service - I stop the DD the day after informing them of cancellation and let them send me a bill they soon pay attention if they think I owe them money.
PS I've just had a chq from BT for £40.00 this was DD overpayments for my cancelled landline contract.