Incompetent vodaphone

Lyndsey_M

I have to tell everyone that reads this, that Vodaphone has the worst customer service I have ever ever had the misfortune to deal with. Never again will I buy a contract with Vodaphone. If you'd like to know more, I am more than willing to share. Just be aware, before you take out that contract that, as far as they are concerned, it's okay for them to not honour a contract for 2 months but if you try and end that contract due to their incompetence and failure to manage their work, they expect you to buy your way out. They have been helping themselves to my monthly payments from my bank account despite the fact that they haven't provided me with a connection for the last two months. I will post the contents of the 'unanswered' letter of complaint I sent to the director and to ofcom.

Lyndsey_M

I am writing to make a complaint about an ongoing problem that I have been having with Vodaphonoe since I lost my Iphone 5 on the 26th August 2014. At that point I called to say that my phone was lost or stolen and the phone and the sim were barred. On the 29th August, I visited a shop where the assistant placed a new sim card into my old Iphone 4 and called vodaphone to re-establish connection. I was advised that this would take only one hour. The connection did not get re-established and I called and was advised it would be fixed within 24 hours. On the 31st August, I visited another vodaphone shop and they tried another SIM card. Again, I was advised that it would only take a short time. It did not reconnect.
Throughout the following two weeks, I spent in excess of 2 hours on the phone to vodaphone who promised frequently that the 'bar' would be lifted from my account and promised me various times that they would call me back to keep me informed. This did not happen. They never repaired my connection nor did they call me to keep me informed. I called into another vodaphone shop where I was told that the fix might take time but they gave me a 30 day freedom freebie in the meantime and assured me that my phone would be likely to be repaired very soon. The 30 day freedom freebie has now expired and this morning I have had to call and have it topped up as my connection is still not repaired.
On occasions through this period, I saught advice using the live web link. Whilst the staff were very lovely, not one of them was able to sort the problem and nobody has allowed me to speak to someone more senior.
On your website, there are various statements that I am going to refer to.
' The customer service adviser will try to resolve it all the first time you contact us, and will involve their team manager if necessary. If that’s not successful, they’ll pass the issue to our Customer Relations team to own. They are specialists in resolving complaints.
We’ll do everything we can to get it all resolved within 5 working days. If it takes longer, we’ll give you updates at least once a week.'
Firstly, if we take a look at the first sentence, it informs customers that the advisor will try and resolve complaints the first time you contact tehm and will involve the team manager if necessary. Despite having asked several times to be put in touch with a team manager, advisers have consistently refused me access to anyone more senior than themselves.
The second sentence says that issues will then be passed to customer relations. Again, they appear to be very elusive and I would certainly not describe them as being specialists in resolving complaints.
Lastly, you have been unable to resolve my connection issue within 5 working days. The last paragraph promises updates at least once a week. I have been waiting in total for 6 weeks and 4 days and have yet to receive a weekly update.
Since Vodaphone has been unable to honour their side of the contract, I would like to be released from my contract with Vodaphone and be reimbursed for any payments that I have made over the last 7 weeks. I would like this to happen without penalty to my credit rating. I look forward to hearing from you.

leeroy2009

totally agree with you a disgusting company, who seem to not give one jot about any complaint until it is published on this public forum and a web relations person gets involved, they are quite happy to fob you off on the phone, until you post here where someone actually starts to investigate - stay away from Vodafone, the countless threads on this forum says all that needs to be said.

Lyndsey_M

Do you think posting on here will sort it? I just want out of the contract now and to be reimbursed for the money they've taken.

leeroy2009

you need to email lee, find one of his threads about contacting him, he is the Vodafone rep on here.

leeroy2009

follow the below lyndsey.




If you still need help with things, 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.

Lyndsey_M

They just called me back in the middle of the night! I slept through the call :-(

kingrulzuk

I was very lucky to get out of VF after being with them for so many years. I have also told all my friends and family and people on FB, Twitter to stay away from VF.
I dont understand why ofcom is not doing anything about it?

Lyndsey_M

Me neither

Lyndsey_M

Finally Vodafone have fixed my contract number so I'm back to my old number now. However, it took them 2 months to do so and for some reason, it appears I have run up a bill over and above my contract value. That will be my next battle - getting back the money that they have charged me while my phone wasn't working. I'm coming to get it Vodafone and you had better be ready!
If you are taking out a contract, avoid vodafone like the plague cos their customer service is the worst I have ever come across. I've spent well in excess of 8 hours in total trying to get honesty and service from them. I finally gave up and sent the director and ofcom an e-mail. The director hasn't yet had the courtesy to reply to my e-mail.

Buzby

And he won't as it will be passed to minions. Whilst VF isn't my favourite network, you blame them for your replacement (old) phone not working. What was the problem, was it unlocked to work on VF?

Incompetence is rife across all networks, but if the service was not restored due to their error (not yours) you should ask for the monthly charge to be refunded.

Cancel the contract early? Not a chance. Just vote with your wallet and terminate in good time.