Vodafone - terrible customer service

Vodafone

Hi stephen mcdine

I've received and responded to your email. This is also with our Customer Relations department who will advise you of the options available.

DaveCD

MoneySaver29

Just to update you folks, I emailed Lee with the call records and he kindly advised me that extra unbilled charges of £40 will be taken off my April bill. However, the Direct Debit was still taken for the full amount, presumably because it was too late to change the bill. I have emailed Lee again and will post again once this issue has been fully resolved.

On a separate note, I can upgrade my current contract from April which also means I can go on a cheaper price plan if I wanted to until my contract finishes in July (I have done this before with other networks). Vodafone advisers told me I can only go on a different plan of 12 months Sim Only if I commit to 12 more months. I insisted I should be able to downgrade but that was the only option I was given - I am pretty sure I am being misled by Vodafone customer service again. I cannot wait for this contract to finish in July!!

Vodafone

Hi MoneySaver29,

I replied to your email last week.

I'll also check your account regarding your second query and update you as soon as I can.

Kind regards,

Lee

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Vodafone UK

tsanoo

Its really sad to see that people have the same / similar horror stories about Vodafone Customer service.

My Mrs requested to have her phone unlocked on the 29th of May 2015. We are now in July. We are Still waiting. Vodafone Customer Services is one of the WORST i have ever seen. It works like this:

1. You call .... and are kept on hold for what feels like an eternity.
2. You get connected and are passed from adviser to adviser and they are all non the wiser. Why employ so many clueless people???
3. At times you get connected to a call center in EGYPYT. Other times, who knows. Maybe NIGERIA
4. You try to contact them via live chat online .... and again .... you're passed round and after 2 solid hours you're exactly where you started, only a lot more frustrated.
5. They won't let you make a formal complaint. Getting someone to take your formal complaint is as painful as pulling teeth with a pliers. You think I am lying? TRY IT !
6. They protect each other. we tried to complain after an encounter with a dismissive, aggressive and disrespectful call center manager (Noada at the Cairo branch) and it too hours to finally get a complaint reference. AND here is the kicker ... we were told that we wouldn't be informed of the outcome of the investigation. Well, how then will we know there was an investigation AND that anything was done about it???

Long and the short of it is ... Our initial request for phone unlocking was May 29. This is now July 2nd. We are still waiting. To their credit, they have offered £20 as a goodwill gesture (today) for their appalling service.

THEY FORCE YOU TO PAY YOUR BILL (or risk a bad credit rating). THEN THEY FORCE YOU TO ACCEPT THEIR BAD SERVICE (because they know they can get away with poor customer ratings)

WORST CUSTOMER SERVICE WE HAVE EVER EXPERIENCED! WHY DIDN'T THE MRS JUST GET A PHONE FROM 3 LIKE ME ..... *** SIGH ***

Vodafone

Hi tsanoo,

So I can help your wife further with this, ask her to email me with her details via the Contact us form here.

To access the form she'll need to enter the code WRT135.

As well as stating her query in the question box, she'll also need to quote "MSE Forum".

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

Kind regards,

Lee

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Vodafone UK

infernalaffairs

Hi Lee,

I've got a DD issue which I've tried to resolve via the helpline but with no success. I've emailed you my details, outlining the issue via the instructions you left above. My reference number is
WRT135 [#10781831]

Thanks
Peter

tsanoo

we have filled the online form. Reference received is 10789501

tsanoo

Alex_NJ wrote: »

Are they really this bad?

I just signed a renewal with EE because of what I heard about Vodafone on this forum.

I could have actually got a much better deal with Vodafone but opted to stick with EE because of the alleged terrible customer service!

They are worse, Alex ... a hell of a lot worse. Thugs!

mobilejunkie

I think that's debatable. Having contracts with both I'd say they are neck and neck!

Vodafone

Hi Peter,

Thanks for your time on Friday.

If you need help with anything else, let me know.

tsanoo - I've got your wife's email and I'll get back to her as quickly as I can.

Kind regards,

Lee

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Vodafone UK