Vodafone Problem- Again!

SallyUK

I ordered a new contract online at the weekend. The phone arrived on Monday and since then it's shown "No Service". I started ringing them on Monday evening and they said it could take 24 hours to activate. It's still showing "No Service" I want to return it.

Yet again, I have just spent the past 4 hours between on the phone and on Live Chat. I have spent hours on the phone since Monday evening. And gone from one Live Chat window to another.

Again, I've been passed from dept to dept, the Live Chat people passed me from one person to another and I've been told all sorts of lies.

I have asked numerous times for an address to send my complaint to, been refused that saying they don't have a Complaints address. I asked them when I was on the phone to let me speak to a Manager, they refused saying they couldn't escalate as they couldn't verify security on the acct, despite me giving them all the information I had!

I'm stll stuck with a phone I can''t use and still haven't been given an opportunity to let them know I'm returning it.

Please can someone tell me what to do now? I have a copy of all the chat window conversations.

P.S. I did send the Vodafone rep on here a copy of this problem two days ago, but as you can see it's got worse since then and I'm still no further forward. I'm just wary that I need to let them know within 14 days that I'm returning the phone.

Thanks


Sal

Silk

SallyUK wrote: »

I have asked numerous times for an address to send my complaint to, been refused that saying they don't have a Complaints address. I asked them when I was on the phone to let me speak to a Manager, they refused saying they couldn't escalate as they couldn't verify security on the acct, despite me giving them all the information I had!

Send it to the head office....


Vodafone House,
The Connection,
Newbury,
Berkshire
RG14 2FN

mobilejunkie

"online" from who? I've known certain dealers to make mistakes and not set up the contract - in which case I regarded itr as a positive as I got a free phone (more than once).

I know there will be the doom-sayers who say you may have to send it back if that's the case; I never did.

Should that be the case I'd delete the posts and keep quiet. But then, that's just me.

SallyUK

Thanks for replies

I ordered it from Vodafone website.

Sal

mobilejunkie wrote: »

"online" from who? I've known certain dealers to make mistakes and not set up the contract - in which case I regarded itr as a positive as I got a free phone (more than once).

I know there will be the doom-sayers who say you may have to send it back if that's the case; I never did.

Should that be the case I'd delete the posts and keep quiet. But then, that's just me.

mobilejunkie

Well, if you want to err on the side of caution and not wait until you see if they have set up a contract you can contact the Web Relations Team on here (see Vodafone complaints thread (there are plenty to choose from) as to how. They are the only people likely to sort out the issue rather than making it worse.

SallyUK

Thanks

I've already sent them a communication two days ago, so just waiting to hear from them. Hope it's soon!

Thanks

Sal
x

mobilejunkie wrote: »

Well, if you want to err on the side of caution and not wait until you see if they have set up a contract you can contact the Web Relations Team on here (see Vodafone complaints thread (there are plenty to choose from) as to how. They are the only people likely to sort out the issue rather than making it worse.

SallyUK

Well, still nothing.

I've replied using the form they've sent me and quoting the reference numbers they gave me.

I've posted all the information I have on the main complaints thread, still they say they can't even find my email address, let alone the Acct number which they set up for me.

It will be 14 days on Saturday since I received the phone and still I've not been sent the envelope to return it!

Sal
x

kingrulzuk

Avoid them and run as far as you can from them. If not this will be just start of ur problems. Simples

SallyUK

Just arrived home to find this letter, after I sent them a Recorded Delivery letter on 7th November and for which I have proof of signature.

I sent all the reference numbers that I had, including Order Numbers, Web Sales Order Numbers, Acct Number, etc, pages and pages of copies of the Live Chat windows, copies of the Call Logs to show them how much time I have spent on the phone and this is what I get sent back:

Thank you for contacting Vodafone Customer Services regarding SIM issue.

I can understand your concern thoroughly and would have felt the same if I were in your place.

We apologise for the inconvenience caused to you. I regret the level of service you received as this is not the way Vodafone believes in serving its customers.

I surely would have loved to assist you with your query: however I am not able to locate your account with the Vodafone account number: 7008711669.

I request you to please write back with a valid Vodafone account number and we will be more than happy to assist you with your query.

We look forward to serving you better and thank you for being a valued Vodafone customer.

I trust the above information helps.

Oh My God - I am so appalled at what's going on. They (Vodafone) set up this Acct number! I can't give them anything else, so what am I to do. And as for the grammar in the letter, it's appalling too!

Someone please tell me what to do next - and please don't tell me to complete any more forms!!!


Sal
x

SallyUK

Still nothing! Not surprising though.

diamonds

They are pathetic, even the Spanish run o2 better than the brits!




My last complaint was a failed PAC in, I ended up with a payg user number on contract, they resolved it but I ended up being billed the payg rate of 12p a text from UK to UK when my account showed calls in another continent...they argued they were mine! From another time zone 9 hours away LOL


StarTrek billing




Good luck Sally, call Ofcom and report a incident, get a Ofcom reference number then go to CEO office and CISAS.