Vodafone sales of goods quibble

simax

Hi Lee @ Vodafone

Can you help with something please?

OH is trying to get her iPhone 5 unlocked from Voda. After filling out the webform about 10 days later we get an email saying the imei doesn't match. She phones up 191 and it transpires that the IMEI on the system was still for the old iPhone 4. A new request was submitted by the operator explaining the issue.

A few days ago we get another email for the unlocking team saying the email address doesn't match the records they hold (!!!!!!?). I didn't even know Voda held email details on record? (I entered my email address on the form as the original email address that possibly was given when the account was activated was closed).

We seem to be going round in circles. Can you please help us?

Thanks

Vodafone

Hi simax,

I'm sorry to read about the difficulties which your OH is experiencing here.

So I can get this looked into, could you ask her to email me as per the contact details provided in post nine above?

Kind regards,

Lee

Web Relations

Vodafone UK

simax

Vodafone_company_representative wrote: »

Hi simax,

I'm sorry to read about the difficulties which your OH is experiencing here.

So I can get this looked into, could you ask her to email me as per the contact details provided in post nine above?

Kind regards,

Lee

Web Relations

Vodafone UK

Hi Lee,

She's at work until later on today so have sent you the details on her behalf.

Ref: 5234457

Cheers mate

Vodafone

Hi simax,

It's just a quick post to confirm that I've received your most recent email and will get back to your wife as soon as possible.

Thanks,

Lee

Web Relations

Vodafone UK

G.Davies

The above dissatisfaction issue with customer services with Vodafone has been resolved thanks to a very cooperative and considerate Lee from Vodafone web relations team. I would like to thank Lee for his professionalism and customer focus, and would suggest that Vodafone implement the same level of customer service that Lee presented. Thanks Lee.:T:beer:

NFH

G.Davies wrote: »

The above dissatisfaction issue with customer services with Vodafone has been resolved thanks to a very cooperative and considerate Lee from Vodafone web relations team.

Because of EE's degraded coverage, I have been considering switching to Vodafone for a while, and the way that Vodafone's web team handles complaints here encourages me to do so.

However, Vodafone doesn't offer any 30-day 4G SIM-only contracts, so it hasn't gained my custom. It's a shame that Vodafone is not catering for all potential customers, as it loses business through this gap in its product range. Therefore I'll probably go to Three or Giffgaff instead.

rachel6188

Iv had a issue and also have had a failed promise by a member of staff was told that what was said in the call would be done then told it wasn't possible even though they haven't listened to the call requested on the 11th oct x can somebody help? x

mije1983

rachel6188 wrote: »

Iv had a issue and also have had a failed promise by a member of staff was told that what was said in the call would be done then told it wasn't possible even though they haven't listened to the call requested on the 11th oct x can somebody help? x

You may need to provide a bit of detail for anyone to offer any worthwhile advice.

simax

Vodafone_company_representative wrote: »

Hi simax,

It's just a quick post to confirm that I've received your most recent email and will get back to your wife as soon as possible.

Thanks,

Lee

Web Relations

Vodafone UK

Hi Lee,

Been 10 days now and nothing back. I know it's not your fault personally however this is taking far too long now. The original request was over 3 weeks ago which is over your SLA for unlocking.

Can you please advise accordingly?

Cheers

Vodafone

G.Davies wrote: »

The above dissatisfaction issue with customer services with Vodafone has been resolved thanks to a very cooperative and considerate Lee from Vodafone web relations team. I would like to thank Lee for his professionalism and customer focus, and would suggest that Vodafone implement the same level of customer service that Lee presented. Thanks Lee.:T:beer:

Hi Guy,

Thanks for updating the thread to confirm that we've been able to get things resolved for you.

NFH wrote: »

Because of EE's degraded coverage, I have been considering switching to Vodafone for a while, and the way that Vodafone's web team handles complaints here encourages me to do so.

However, Vodafone doesn't offer any 30-day 4G SIM-only contracts, so it hasn't gained my custom. It's a shame that Vodafone is not catering for all potential customers, as it loses business through this gap in its product range. Therefore I'll probably go to Three or Giffgaff instead.

Hi NFH,

Although we've no 30-day 4G-ready SIM only plans at the moment our 12 month plans are generally more cost effective.

That said, I'll feed this back to the relevant team for consideration.

simax wrote: »

Hi Lee,

Been 10 days now and nothing back. I know it's not your fault personally however this is taking far too long now. The original request was over 3 weeks ago which is over your SLA for unlocking.

Can you please advise accordingly?

Cheers

Hi simax,

I chased this up again yesterday.

Rest assured that I'll update your OH as soon as I have more news.

Kind regards,

Lee

Web Relations

Vodafone UK