Vodafone time scale to sort things.....

punksluck

I've been with Vodafone for 21 years and have always had great service from them in the past. However, over the past couple of years their customer service has deteriorated to a level you'd only expect from a new company with severe 'teething' problems. I've had to resort to recording all my phone calls to them as they repeatedly deny what was discussed in the previous conversations. You just need to inform them that you are recording the call, for legal purposes.

My partner is also having problems with them. They owe her money from 4 months ago and still haven't paid it all back. I've made numerous calls to them on her behalf and was even spoken to outrageously by one of their staff, which I recorded. I should post it somewhere as I'm sure It would go viral. When I told the member of staff I wanted to write to the CEO he informed me that the CEO wouldn't be interested and the complaint would just be passed back to one of the call center managers. Nice job Vodafone!

mobilejunkie

I contacted Lee at the end of last week. He called me yesterday and dealt with my issue very well and promptly. He always does (having needed to use his help many times over the last two years or so!).

mamabuddah

mobilejunkie wrote: »

I contacted Lee at the end of last week. He called me yesterday and dealt with my issue very well and promptly. He always does (having needed to use his help many times over the last two years or so!).

I'll be interested to see if he can sort my problem then....to date no one in Vodafone has been able and they hide behind their lies to cover their ineptitude....

but I will continue to update my progress....

Vodafone

Hi mamabuddah,

I've got your email and I'll get back to you as soon as I can.

mobilejunkie wrote: »

I contacted Lee at the end of last week. He called me yesterday and dealt with my issue very well and promptly. He always does (having needed to use his help many times over the last two years or so!).

Thanks for your time yesterday mobilejunkie.

I'm glad I was able to help you.

Kind regards,

Lee

Social Media Comms

Vodafone UK

mamabuddah

update, Wed 24th 11.55

Lee has called me on the phone, has a note of all relevant information and will investigate everything I've posted about on MSE and Vodafone's eForum, I've explained the difficulties about this mysterious order I placed & that no one so far can trace and he has promised to get back to me as soon as he can ...

so well done Lee, the first Vodafone representative to take this seriously...

hopefully more good news updates to follow.

Vodafone

punksluck wrote: »

I've been with Vodafone for 21 years and have always had great service from them in the past. However, over the past couple of years their customer service has deteriorated to a level you'd only expect from a new company with severe 'teething' problems. I've had to resort to recording all my phone calls to them as they repeatedly deny what was discussed in the previous conversations. You just need to inform them that you are recording the call, for legal purposes.

My partner is also having problems with them. They owe her money from 4 months ago and still haven't paid it all back. I've made numerous calls to them on her behalf and was even spoken to outrageously by one of their staff, which I recorded. I should post it somewhere as I'm sure It would go viral. When I told the member of staff I wanted to write to the CEO he informed me that the CEO wouldn't be interested and the complaint would just be passed back to one of the call center managers. Nice job Vodafone!

Hi punksluck,

I'm sorry to see this.

If your partner still needs help, ask her to email me with her details via the link in our profile here.

All she'll need to do is copy and paste the link into her web browser and it'll take her to the Contact us form on our website. To make sure it reaches me, she'll also need to quote the code WRT135 - MSE in the subject line.

Once sent, she'll receive an automated reply with a reference number. Post back with this and I’ll check I've received it.

mamabuddah wrote: »

update, Wed 24th 11.55

Lee has called me on the phone, has a note of all relevant information and will investigate everything I've posted about on MSE and Vodafone's eForum, I've explained the difficulties about this mysterious order I placed & that no one so far can trace and he has promised to get back to me as soon as he can ...

so well done Lee, the first Vodafone representative to take this seriously...

hopefully more good news updates to follow.

Thanks for your time yesterday mamabuddah.

As promised, I'll update you as soon as I can.

Kind regards,

Lee

Social Media Comms

Vodafone UK

mamabuddah

UPDATE 1st Oct 2014 11.34a.m.

previously,
update, Wed 24th 11.55

Lee has called me on the phone, has a note of all relevant information and will investigate everything I've posted about on MSE and Vodafone's eForum, I've explained the difficulties about this mysterious order I placed & that no one so far can trace and he has promised to get back to me as soon as he can ...

over a week and heard nothing.......zilch...not even a"haven't a clue update", yes we took your money 41 days ago for an order that we told you didn't exist, then sent you the phone, then told you to return the phone, all the time still telling me the order doesn't exist, even though I have proof of imei numbers, track and trace documents, credit card statements etc etc...how hard can this be I've been stressing over this now for 41 days AND out of pocket both for the cost of the phone & hours of my life wasted to be told lie after lie....

in the words of Pink Floyd..."Is there anybody out there?"

Vodafone

Hi mamabuddah,

I haven't forgotten about this.

I'll call you today with an update.

Kind regards,

Lee

Social Media Comms

Vodafone UK

mamabuddah

UPDATE 1st Oct 2014 18.07 p.m.

OK then so true to his word Lee phones me and after a week of digging through the mess that is Vodafone systems he tells me...

Yes, they have received the phone I returned to them that THEY signed for on the 9th Sept, but they haven't got round to any sort of refund yet...and he will let me know when it's being processed....

OK then, but to be fair that's nothing I didn't already know...I have a copy of the "Track & Trace" returning the phone and no money has been paid back to my credit card since they took it on the 20th August....so a week to find that out....Still no answer as to how I could place an order on the 20th of August, everyone at Vodafone denies its existence, yet the send me a phone, take money from me, then when I try to return it...still get told "the order doesn't exist"...now I get the impression talking to Lee this afternoon that he can't find any details of this mysterious order either....so 41 days into the disaster that is Vodafone...I'm no wiser...nor are they...but at least Lee has taken ownership of the problem...so if we look back to post #23 we see

"as per silks request email sent to Vodafone rep...lets start the clock running...so far 30 days plus...but we'll only count from now...

18.23 Saturday 20th September 2014 "

1st October 18.19 (10 days later...still no answers)In the interests of fairness, any Vodafone rep feel free to jump in at any time and let us all know what's been discovered .

mamabuddah

update 2nd October 2014 (time as per post)

So Lee has phoned me and transferred me to "refunds" to try and get my money back, he called and transferred me at 16.08.....

still listening to rubbish music at 16.20...Lee has come back....tells me I'm in a queue.....back to the music then.....ok.....that's 15 minutes now listening to music....oooh...music has changed......and again...back to thr "I'm the man"

20 mins on hold....

whoo hoo through at last....

22.30mins....refund sorted....now Lee to call me back and explain what's happened and compensate me for hours of my life wasted over this last 42 days