Vodafone Customer Service Team

cono1717

I recently upgraded my phone with Vodafone and decided to take advantage of their buy back scheme for my now old iPhone 5S - So I went into a store on 25th July and she took my details and the payment account e.t.c - the advisor said that it would be in my account by Friday - I checked and it is not there. I tweeted the vodafone help people who pointed me to the live help - I asked the live help guys who advised me to ring the customer service line.... I rang the customer service line who told me I have to speak to the buyback department but that they were closed on Sundays (ok fair enough...)

I rang today and the customer service people (Not the buyback people) advised me that I have to travel into the store as they haven't put any notes and have not "Created the refund request"...

Now the store isn't a million miles away and I'm not going to the 'that guy' that wants compensation for having to get in my car and travel six miles - but I asked if I can go to the store close to where I work...no have to go back to the store which shuts at 6 - I finish work at 5:30 - I can only go in on Saturday and what are you betting the odds are they can't do anything because this mysterious buy back department is closed...

What's the point in a customer service team across three different contact mediums all telling you to ring someone else...

wealdroam

cono1717 wrote: »

I recently upgraded my phone with Vodafone and decided to take advantage of their buy back scheme for my now old iPhone 5S - So I went into a store on 25th July and she took my details and the payment account e.t.c - the advisor said that it would be in my account by Friday - I checked and it is not there. I tweeted the vodafone help people who pointed me to the live help - I asked the live help guys who advised me to ring the customer service line.... I rang the customer service line who told me I have to speak to the buyback department but that they were closed on Sundays (ok fair enough...)

I rang today and the customer service people (Not the buyback people) advised me that I have to travel into the store as they haven't put any notes and have not "Created the refund request"...

Now the store isn't a million miles away and I'm not going to the 'that guy' that wants compensation for having to get in my car and travel six miles - but I asked if I can go to the store close to where I work...no have to go back to the store which shuts at 6 - I finish work at 5:30 - I can only go in on Saturday and what are you betting the odds are they can't do anything because this mysterious buy back department is closed...

What's the point in a customer service team across three different contact mediums all telling you to ring someone else...

Have you considered ringing the store that you cannot travel to until Saturday?

Maybe a phone call to them is all that is needed to kick them into action.

geerex

Vodafone are a nightmare, they messed up my upgrade, "forgot" to apply my data test drive which then neabt they overcharged me. They then failed to correctly work out how much the overcharge was for which meant I was still out of pocket.
Then they sent me a text survey asking me what I thought of them. Based, presumably, on the awful ratings I gave them, they sent me another text advising me that they would be calling me to discuss my issues. That was over a month ago, I'm still waiting.
They are awful, truly awful.

cono1717

wealdroam wrote: »

Have you considered ringing the store that you cannot travel to until Saturday?

Maybe a phone call to them is all that is needed to kick them into action.

I asked if I could be put through or have the number - I was told "No you have to face to face..."

wealdroam

cono1717 wrote: »

I asked if I could be put through or have the number - I was told "No you have to face to face..."

There are a number of Vodafone store telephone numbers on SayNoTo0870. Perhaps the phone number of your store is listed there.

cono1717

Sorry I should of mentioned I went into the St Helens store - I don't think its on there.

wealdroam

cono1717 wrote: »

Sorry I should of mentioned I went into the St Helens store - I don't think its on there.

Try this free number - 0808 040 8408

Alternatively, 0870 070 0191

Vodafone

Hi cono1717 and geerex,

If you both still need help with your queries, email me with your details via the Contact us form here.

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

As well as stating your query in the question box, please also quote "MSE Forum".

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

Kind regards,

Lee

Social Media Comms

Vodafone UK

robatwork

I really don't want MSE to be Social Media!

We're better/worse/different to that, surely?

cono1717

I find it annoying that they try to take the information away from the public eye - so long as there is nothing personal why can't the conversations between the companies be aired here?

As an update this payment did eventually arrive on the Wednesday just gone though no explanation as to why I was told the previous Friday...

geerex

Vodafone_company_representative wrote: »

Hi cono1717 and geerex,

If you both still need help with your queries, email me with your details via the Contact us form here.

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

As well as stating your query in the question box, please also quote "MSE Forum".

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

Kind regards,

Lee

Social Media Comms

Vodafone UK

I'm done with speaking to Vodafone, the less they go into my account and change things the better.
The last time I contacted them through web chat to ask when I could cancel my contract it took FOURTEEN MINUTES for the advisor to provide an answer.
I'll swallow the few pounds that they owe me as I'd rather not take the risk that they go into my account to rectify and bodge something else up.