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Complaints with Vodafone
LostTheMarbles
Posts: 20 Forumite
I'm looking to step things up with my complaints about Vodafone and need advice on how to do so.
A couple of weeks ago I went into a Vodafone store looking to get my contract phone repaired, after 20 mins standing around they told me there were no courtesy phones available so I should try the other local stores, neither of them had one either.
The other option that they suggested was that if I was to "lose my phone in the canal" my insurance would have to replace it within 24 hours.
I phoned customer services that night and asked about courtesy phones, I explained my situation and they agreed that they would work with the Vodafone store and the warehouse to arrange a courtesy phone for me. I phoned back later that night to confirm it had been arranged and they promised there would be a phone reserved for me in my local store within the next 48 hours.
I left work early a couple of days later to make time to head into the store and they'd heard nothing about the promise I was made. They went through the notes on my account and saw that the offer had been made but there was nothing they could do about it and passed me back to Customer Services.
I phoned Customer Services later that night and was put through to an incredibly rude staff member who denied there were any notes on the system regarding the offer despite the store members having read the notes out to me a few hours earlier.
At this point I put in a written complaint via the website which was picked up later the same day. The person on the phone was very helpful but there was nothing he could do, he told me I needed to go into the store, check for more courtesy phones and then call them from the store if there weren't any available so that they could sort it out over the phone.
I drove into the store later that day and there were no courtesy phones available so I called customer services from the store as suggested. After being passed around the departments without anyone willing to even read the last note on the system one of the sales assistants took over for me.
Using his staff credentials he finally got through to the right department and explain the situation to them. They agreed to credit my account the cost of a new courtesy phone (£50) so that my phone could be repaired. As the sales assistant tried to confirm that the note had been put on my account we were passed to another member of the team who cut the phone off at his side.
The sales assistant called back through the staff system to see if it was confirmed but there was no note on the account and no one on CS team would authorize the credit. He asked to talk to the manager of the team but each time he did the CS agent would cut him off.
The sales assistant put a note on my account as to what he'd encountered so now my account has it listed that I've been offered the £50 credit for a new phone and that the offer was then revoked.
That day I spent 1.5 hours in the store looking for a resolution and in total I've spent over 7 hours just trying to get hold of a courtesy phone as their insurance policy offers.
I'm now out of pocket trying to resolve this both financially and in terms of the time I've wasted, after such an awful experience with Vodafone I'd rather just walk away but getting out of the contract would cost me over £450.
All I want is a courtesy phone, I've spent so much time trying to get this sorted that I can't really afford to keep heading into their store at my own cost each time.
I don't know if I should approach this in a different way? ideas?
A couple of weeks ago I went into a Vodafone store looking to get my contract phone repaired, after 20 mins standing around they told me there were no courtesy phones available so I should try the other local stores, neither of them had one either.
The other option that they suggested was that if I was to "lose my phone in the canal" my insurance would have to replace it within 24 hours.
I phoned customer services that night and asked about courtesy phones, I explained my situation and they agreed that they would work with the Vodafone store and the warehouse to arrange a courtesy phone for me. I phoned back later that night to confirm it had been arranged and they promised there would be a phone reserved for me in my local store within the next 48 hours.
I left work early a couple of days later to make time to head into the store and they'd heard nothing about the promise I was made. They went through the notes on my account and saw that the offer had been made but there was nothing they could do about it and passed me back to Customer Services.
I phoned Customer Services later that night and was put through to an incredibly rude staff member who denied there were any notes on the system regarding the offer despite the store members having read the notes out to me a few hours earlier.
At this point I put in a written complaint via the website which was picked up later the same day. The person on the phone was very helpful but there was nothing he could do, he told me I needed to go into the store, check for more courtesy phones and then call them from the store if there weren't any available so that they could sort it out over the phone.
I drove into the store later that day and there were no courtesy phones available so I called customer services from the store as suggested. After being passed around the departments without anyone willing to even read the last note on the system one of the sales assistants took over for me.
Using his staff credentials he finally got through to the right department and explain the situation to them. They agreed to credit my account the cost of a new courtesy phone (£50) so that my phone could be repaired. As the sales assistant tried to confirm that the note had been put on my account we were passed to another member of the team who cut the phone off at his side.
The sales assistant called back through the staff system to see if it was confirmed but there was no note on the account and no one on CS team would authorize the credit. He asked to talk to the manager of the team but each time he did the CS agent would cut him off.
The sales assistant put a note on my account as to what he'd encountered so now my account has it listed that I've been offered the £50 credit for a new phone and that the offer was then revoked.
That day I spent 1.5 hours in the store looking for a resolution and in total I've spent over 7 hours just trying to get hold of a courtesy phone as their insurance policy offers.
I'm now out of pocket trying to resolve this both financially and in terms of the time I've wasted, after such an awful experience with Vodafone I'd rather just walk away but getting out of the contract would cost me over £450.
All I want is a courtesy phone, I've spent so much time trying to get this sorted that I can't really afford to keep heading into their store at my own cost each time.
I don't know if I should approach this in a different way? ideas?
0
Comments
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Bumping to jump the spam queue.0
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Hi LostTheMarbles,
So I can this looked into further, email me with your 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'll take you to the Contact us form on our website. To make sure it reaches me, quote the code WRT135 - MSE in the subject line.
Once sent, you'll receive an automated reply with a reference number. Post back with this and I’ll check I've received it.
Kind regards,
Lee
Social Media Comms
Vodafone UK“Official Company Representative
I am the official company representative of Vodafone. MSE has given permission for me to post in response to queries about the company, so that I can help solve issues. You can see my name on the companies with permission to post list. I am not allowed to tout for business at all. If you believe I am please report it to forumteam@moneysavingexpert.com This does NOT imply any form of approval of my company or its products by MSE"0 -
Reference number is 8243144
Thanks.0 -
Been trying to get someone from vodafone to reslove my issue for over 2 weeks just written email to the CEO lets see if that going to help. biggest regret coming to vodafone GRRRR0
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Been trying to get someone from vodafone to reslove my issue for over 2 weeks just written email to the CEO lets see if that going to help. biggest regret coming to vodafone GRRRR
I fly away with work at the end of the month so I'll need my phone to keep in touch with home, at the moment it looks like I've going to have to go with out a phone for a week or so before then just to make sure I can get it sorted before I go away.0 -
I wouldn't expect them to sort anything in a hurry. I've been waiting over 6 weeks for them to reconnect my barred phonenumber. I wrote to the CEO today...hopefully that will speed up things.0
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I work in retail and all we get, is that is all about the customer, giving great customer service gets you loyal and trusting customers.
Shame vodafone dont value there customers, but in the end will be there lose as people will start letting there feet do the talking and customers will start walking away.0 -
Still nothing back from Vodafone
Apparently they're looking into it.0 -
LostTheMarbles wrote: »Reference number is 8243144
Thanks.
Hi LostTheMarbles,
I've got your email and I'll get back to you as soon as possible.Been trying to get someone from vodafone to reslove my issue for over 2 weeks just written email to the CEO lets see if that going to help. biggest regret coming to vodafone GRRRR
Hi larey25,
I'll reply to you here.
Kind regards,
Lee
Social Media Comms
Vodafone UK“Official Company Representative
I am the official company representative of Vodafone. MSE has given permission for me to post in response to queries about the company, so that I can help solve issues. You can see my name on the companies with permission to post list. I am not allowed to tout for business at all. If you believe I am please report it to forumteam@moneysavingexpert.com This does NOT imply any form of approval of my company or its products by MSE"0 -
Vodafone_company_representative wrote: »Hi LostTheMarbles,
I've got your email and I'll get back to you as soon as possible.
I missed your call since I'm in work right now.
Tried calling you through the helpline but it turned into Customer Service department bingo, is it in your processes to transfer calls to random departments each time?0
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