Major problems with Vodafone customer service

Greenacrecats

I have been having ongoing problems with Vodafone Customer Service making promises that they do not keep, after supplying me with a faulty device when I upgraded my contract. I have been in contact with Vodafone since day one of receiving the probmatic device asking for a replacement and they keep promising a replacement but this doesnt happen. Has anyone else had this problem or similar dealing with customer service, anyone got any contact numbers other than 191, only I keep getting put through to Eygpt, and unfortunately they are not very helpful.........:cool:

iritchie

If the phone was supplied to you faulty, they are obliged to replace it.
No ifs, no buts.
If you immediately reported that it was faulty as soon as you received it and found this out, then its unlikely you'll be liable for any service for the period they drag their heels in replacing the handset, so ultimately they are wasting their own time and money as well as yours.
You're as well escalating this to the complaints dept, as it sounds like the problem hasn't been dealt with.
I've had a mixed experience of Vodafone CS.
They used to be very good (or at least did the right thing if you didn't accept the token gestures they try to bat you away with in the first instance).
Nowadays, I can't say I've had a good experience with them in a long time now though.

Johnmcl7

I'd try their official forum at http://forum.vodafone.co.uk - the response may be slower but I find the Eforum staff far better than those over the phone or mail.

John

Vodafone

Greenacrecats wrote: »

I have been having ongoing problems with Vodafone Customer Service making promises that they do not keep, after supplying me with a faulty device when I upgraded my contract. I have been in contact with Vodafone since day one of receiving the probmatic device asking for a replacement and they keep promising a replacement but this doesnt happen. Has anyone else had this problem or similar dealing with customer service, anyone got any contact numbers other than 191, only I keep getting put through to Eygpt, and unfortunately they are not very helpful.........:cool:

Hi Greenacrecats,

It's disappointing to read about your experience here but thanks for making me aware of it.

If you'd like me to assist you further could you email me with the relevant details via the link in our profile here?

All you need to do is copy and paste the link into your web browser and it will take you to the Contact us form on our website.

To ensure that it reaches us could you also quote the code WRT135 - MSE in the subject line and once our automated reply arrives update the thread with your email reference number and I'll get back to you as soon as possible?

Kind regards,

Lee

Web Relations Team

Vodafone UK

McClane54

No end of problems with vodafone , all the costomer services people on the phone lie!

witzend2

I queried with customer services on 191 a massive spike in my mobile internet usage for one day last month (500% higher than my normal usage). Obviously they slapped a surcharge on me, but my call was really to establish what the 'mobile internet' usage actually was (my daily average usage is 3 MB, this one was just over 1 GB!).

They guy I spoke to, Ahmit, was clearly not interested and was not even listening; he constantly talked over me when was trying to explain what the issue was. Also, he talked so fast that when I asked him to repeat himself on a number of occasions he spoke so S-L-O-W-L-Y that it was clearly an attempt to be sarcastic and patronising.

Two emails later I am still none the wiser about this charge. And a visit to my local store today was met with a response that was almost farcical - "We can't actually check on our systems to see what you were doing on the web that day as it is illegal for us to do that under the Regulation of Investigatory Powers Act". Really?

My question therefore remains unanswered, so I may have been subject to a trojan or virus attack on my iPhone, or there has been an error in the Vodafone billing systems, or, potentially, we are looking at a case of revenue fraud or interconnect fraud. But, like I said, no-one in Vodafone seems at all bothered. And it may well happen again.

So, I have 3 further questions today:

1 : Where is the information on the Vodafone website that helps customers escalate issues that Vodafone Customer Services or their store managers can't help with?

2 : If the 191 folks can't/won't help, and the guys in the stores aren't empowered to help, who in Vodafone CAN help?

3 : Why does a company like Vodafone continue to employ surly and combative customer service reps like the one I encountered - don't they realise how many customers they are potentially losing this way?

Oh, and does anyone recommend another provider to whom I can switch my 4 phones?

Guys_Dad

witzend2 wrote: »

My question therefore remains unanswered, so I may have been subject to a trojan or virus attack on my iPhone, or there has been an error in the Vodafone billing systems, or, potentially, we are looking at a case of revenue fraud or interconnect fraud.

Ah! Try googling "Iphone phantom data" or similar. Also see if it has updated itself.

Not always the network's problem.

Be safer - get an Android !! :rotfl::rotfl::rotfl::rotfl:

Herongull

Change to a cheap PAYG network. Life's too short.....

diamonds

Third party customer care at Vodafone ? I hear they are fantastic...

FANTASTIC IDIOTS !! The online team here are not any better.

Tiptopp

I've been trying to get a resolution to a problem since early October, and haven't got there yet. Although Vodafone have offered me financial recompense for messing up an iPhone order and a lack of 3G where I work for 6 weeks, which I have accepted, they have completely failed to actually credit my two accounts with the money. Each time I phone to check, they tell me it's done, then look at the system and realise that it hasn't been. And this is the Customer Relations Team which is, apparently, the final escalation.

So I asked for proof that it had been done. They sent me a statement of account and a breakdown of transactions. One shows £94 credit, the other shows credits of £68.

I've written to the CEO via the web-page that says he'll read the messages. It got passed to the CRT without him seeing it. I wrote to Stefan Langkamp who appears to be a director. It got passed to the CRT. I've now written to the two of them, and Mark Bond, who owns the CRT. I've told them that unless I get a resolution (which is easy - do as you say you'll do and show me), I'm going to OFCOM, Watchdog, forums, Daily Mail, anyone else who will listen.

So, my advice is that you'll need to be patient and determined. Ask for escalation to the Customer Relations team. And be clear about exactly what you need. Keep records of everything.

Good luck.

Tiptopp

cooking-mama

I had an ongoing problem with Vodafone,from July until November,basically was offered a £25 a month contract when upgrading over the phone...ended up paying £32 a month...customer services lied about tracing my call,lied about dealing with it and told me I would just have to pay £32 monthly as I had no written proof of the £25 deal,Emailing them still got useless foreign replies....anyhow my daughter commented on their Twitter page( dunno how she did this I " don't do twitter" ) ...result within the week,after only 2 Emails to their twitter account they had traced my recorded phone call confirming £25 monthly deal,got overpaid Monet refunded and monthly cost reduced,might be worth trying Vodafone on Twitter if not having any success anywhere else...worked for me.x