Terrible Vodafone Experience - Help needed

mobilejunkie

Given the number of problems people have with Vodafone who end up having to resort to forums like this, Lee's job isn't one I would want - and I'm not hugely surprised if he and his colleagues are finding it increasingly difficult to keep up with the army of people contacting them.

I have always found him extremely helpful and caring - I would assume that once sorted out (and I expect he will do that) he will also take account of how long it's taken and any costs you have incurred in the interim.

FredG

mobilejunkie wrote: »

Given the number of problems people have with Vodafone who end up having to resort to forums like this, Lee's job isn't one I would want - and I'm not hugely surprised if he and his colleagues are finding it increasingly difficult to keep up with the army of people contacting them.

I have always found him extremely helpful and caring - I would assume that once sorted out (and I expect he will do that) he will also take account of how long it's taken and any costs you have incurred in the interim.

Thanks for the reassurance. Yeah, I don't envy Lee's job. It must be difficult mopping up others' mess all day long and trying to please some very upset/angry people. I've worked customer facing jobs a long time ago but I can still remember the pain and frustration.

mobilejunkie

Well, without the help of his team you'd get no-where most of time, so I'm grateful that it exists!

FredG

No positive outcome here folks.

Vodafone have agreed to cancel my contract upon receipt of the device being returned. Seems I will end up having to go back to the address to request the package, exactly what I was desperate to avoid.

My contract is currently frozen, I can only hope they make good on their promise to clear the bill for when I can retrieve the phone. Dreading going back to that house but the longer I leave it the worse the Vodafone bill will get and the more I anticipate refund resistance. I genuinely don't trust any comms company these days.

Oh well, at least I'm out of that house permanently and eventually away from Vodafone too. You live and learn.

Silk

FredG wrote: »

No positive outcome here folks.

Vodafone have agreed to cancel my contract upon receipt of the device being returned. Seems I will end up having to go back to the address to request the package, exactly what I was desperate to avoid.

My contract is currently frozen, I can only hope they make good on their promise to clear the bill for when I can retrieve the phone. Dreading going back to that house but the longer I leave it the worse the Vodafone bill will get and the more I anticipate refund resistance. I genuinely don't trust any comms company these days.

Oh well, at least I'm out of that house permanently and eventually away from Vodafone too. You live and learn.

How about getting your own courier to pick it up

Vodafone

Hi FredG,

Let me know once you've returned the phone so I can make sure everything gets dealt with as agreed.

Kind regards,

Lee

Social Media Comms

Vodafone UK

FredG

Vodafone_company_representative wrote: »

Hi FredG,

Let me know once you've returned the phone so I can make sure everything gets dealt with as agreed.

Kind regards,

Lee

Social Media Comms

Vodafone UK

I will attempt to visit the address before Christmas. If there has to be police involvement, so be it.

It's a shame that you guys have lost a customer over failing to carry out a simple instruction and having such dismal supervisory staff that they lack the empathy to understand a sensitive situation or the power to do anything to rectify it.

FredG

I have finally managed to retrieve the handset (safely I might add). As I did not have the return envelope I opted to take this to the nearest Vodafone store to my workplace.

They would not take the handset without a collection booked. They wouldn't assist with booking the collection either so off I went to call the Vodafone customer service number.

I spoke to a lady who appeared to have little grasp of the information I was giving her but who assured me I could drop the phone off immediately at the store I just left as there was now a note on the system.

Upon my return the staff in the store were kind enough to read the notes of the call I had just made to the offshore contact centre. To say they didn't match the conversation was an understatement. The notes stated that I was told I could not cancel, that I was made aware of the termination charge and that I would visit the store to sort it out.

Again, this is woeful customer service. All I want to do is give Vodafone back their very expensive property yet they seem not to want it. No response as yet from the Social Media Team either. I guess I'm lucky to have gotten out when I did. Obviously a company going down hill.

mobilejunkie

Methinks it got there a while back... keep up!

Vodafone

Hi FredG,

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

Kind regards,

Lee

Social Media Comms

Vodafone UK