Vodafone worst service ever experienced

arka1168

I would like to begin by mentioning that I have been a customer of Vodafone for over 7 years now. Those 7 years have been completely problem free with a great phone service and customer service. My problem began on the 30th December 2015, and today on the 8th January 2016 I have got to the point where I have been left so frustrated and disheartened I have no option but to write to you. Today I spent I spent 3 hours nonstop speaking to Vodafone on the phone and on live chat. This culminated in my line being cut by error and I am writing this in the 3 hours they told it would take 3 hour to reconnect.



On Wednesday 30th I contacted the upgrades team as I had come to the end of my contract and wanted to renew with Vodafone. I was given an offer by the advisor which would be a:

Samsung galaxy s6 edge
unlimited minutes and texts 7gb data with an entertainment pack
vodafone 4g tablet



I was told I would receive the order the following Monday 4th January because of all the bank holidays. Monday came and I had not received anything so I called Vodafone and I was told that due to a technical error the order had been cancelled. I was told by the advisor that she was aware of the problem and was sorting it out with the manager as I was not the only one that day who had called her with the same problem. As for the offer, because no notes were left for the upgrade she told me she would put in a ‘call listen request’ for the upgrade conversation (Wednesday 30th) to be listened to by a manager and then I would be called back within 48 hours. She told me as I was given that offer, it is a verbal contract so we would have to honour it, which is why the manager had to listen to the conversation. She told me that she would write everything that happened in this situation in the notes. On the same day I made a complaint with the complaints department because I had taken the day off work to receive delivery and was left frustrated by the situation. I was told that a supervisor would also call me back within 48 hours regarding my complaint.



On Wednesday I assumed I would get a phone call from both departments but to my surprise I did not receive any call at all. I therefore called in and I was told it could take up to 72 hours. I waited until Thursday and still no calls so called customer services and told them about my situation. I spoke to an advisor called Arron who apologised for the situation and informed his manager. He told me that his manager would personally email the manager of the advisor who organised the upgrade to listen to the recording. He said this would be sent as a matter of urgency because of the way this had been dealt with. I was told I would get a call back that very same day or by the end of the next day which is today. My call with Arron was on the 7th January at approximately 1.25pm, he told me he would leave detailed notes also about the situation.



Then finally today I received no phone call again. Today I contacted the complaints depart after feeling so angry, a customer should never have to go through an experience like this. I asked for a deadlock letter and asked to leave Vodafone. The advisor told me he could not provide me the letter but offered to try and help. The only thing he offered to do was put through another ‘call listen’ request. It was during this conversation that I found out my plan had been changed today without my knowledge or consent to something I did not request. This culminated in my line being my line being cut completely in error for 2 hours and then changed back to completely different plan instead of my old plan. When attempting to speak to Vodafone to reinstate my line I was cut off twice, until on the third occasion I was finally told it would be reconnected within 3 hours. As I am writing this my line has been reconnected but again not to my correct old plan.



From the 30th December up until today I have had to deal with:

1) Upgrading my plan only to have it cancelled because of an error.
2) Having 4 promises of a call back about listening to the upgrade offer and reoffering it ignored.
3) Having my plan changed without my knowledge or consent
4) Having my line cut for 2 hours and then reinstated back to the wrong plan.

In total I have spent around 5 hours on the phone and live chat dealing with this situation. All I needed was for the call to be listened to and for a manger to call back with the offer to upgrade for another 24 months. I have been left by the end of it with no calls back, my plan changed to something which I did not ask for, my line then cut for a couple hours and then reinstated to a different plan. This whole situation I thought could have been sorted by the complaints department, they seem very sympathetic but never offer any resolution. At the end of today I am left disappointed and angry and wanting to leave Vodafone after 7 years.

arka1168

I would like to add that now my Vodafone account online is inaccessible and my bill has shot up but 38 pounds for no reason. I contacted customer services and they could not do anything to help.
I contacted vodafone to fix the login problem. I soke to them first they said it was fixed but it wasn't. then i rang a second time and said they have fixed it and it is not.

I emailed the ceo about my problem on friday. I dont even want them to sort it out anymore. I just want to leave and get my deadlock letter and go to the ombudsman. This was the last straw. I am done.

diamonds

Let us know how things go

pinkfairykelly

I had issues with them before. I would say though that you complain to the CEO and someone will contact you (a lovely lady called Debbie helped me). She explained that a deadlock letter is only issued once they have looked into the issues and exhausted it basically.

I didn't need one in the end as got my issue resolved and got a "goodwill" credit for the problems. Was tiring complaining though!

Good luck and I hope you get it resolved soon

arka1168

diamonds wrote: »

Let us know how things go

Will do diamonds:)

arka1168

pinkfairykelly wrote: »

I had issues with them before. I would say though that you complain to the CEO and someone will contact you (a lovely lady called Debbie helped me). She explained that a deadlock letter is only issued once they have looked into the issues and exhausted it basically.

I didn't need one in the end as got my issue resolved and got a "goodwill" credit for the problems. Was tiring complaining though!

Good luck and I hope you get it resolved soon

Thanks kelly!

Yeah to be honest i have been with them for 7 years. never had a problem, and always tell my friends to switch over. This is the first time something has gone wrong, so this is the first time i have seen how they deal with customers. The whole experience has put me off so much, I think even if they contacted me back I would still want to leave. The whole account is full of notes this past week, even when I call up the advisor's are shocked. The last straw was today when i was lied to twice that my online account had been sorted. I did not even call a third time, I just give up.

ike2112

pinkfairykelly wrote: »

I had issues with them before. I would say though that you complain to the CEO and someone will contact you (a lovely lady called Debbie helped me). She explained that a deadlock letter is only issued once they have looked into the issues and exhausted it basically.

I didn't need one in the end as got my issue resolved and got a "goodwill" credit for the problems. Was tiring complaining though!

Good luck and I hope you get it resolved soon

PinkFairyKelly - how did you do this?
I tried emailing all of
"jeroen.hoencamp@vodafone.com"
"vodafonedirectorsoffice@help.vodafone.co.uk", "AskJeroen@help.vodafone.co.uk" and "eforum.web@help.vodafone.co.uk"

All with no reply.

I had a previous issue in 2013, where I was contacted by the Dirs Office (it seems to actually be a proper resolutions team) but the number no longer works - it refers you to 191 as usual.

All I wanted was the unlock code for a phone I've had for 18 months, I followed their procedure. Any attempt to contact Vodafone seems futile:

• Customer Service 191 - waffled and lied to me, then promised a call back from a supervisor that never happens
• Live Chat - 90 minutes, three people, literally no progress at all
• Social Media - after 17 hours of tweeting pleasantries and focusing on quick, easy queries, they sent me a link to a contact form that is dead.
• Contact Us form on Website - gives a 403 Forbidden error when you submit your question.

YaoSong

The CEO / directors office worked for me as well using the emails posted here, but I suspect they either block people after their first email or they've begun to filter his contacts as the general public catch on to this. So, it becomes less effective over time.


I've got the customer relations number which I'm willing to share if you message me. Either that or you can search for the Vodafone complaints thread and you'll see Lee (from Vodafone) visits this forum and can help you open a case as well.

arka1168

So today I got a call from vodafone in response to the email I sent to the ceo. It was a guy from the team that deals with a he emails sent to that email address. He said he had gone through my email and all the notes on my account. He said he could not find the recorded conversation for my upgrade. I'm not sure if this was true or not but anyway he said the best they could offer is a 20 percent discount. He said if he had the recording then he could have done somehting extra. So then I told him I have a recording of the conversation. He said that great and to send it over to him which I have. He mentioned that now that he can listen to it he as the ability go a bit further and to match that deal or get as close as possible to it. I expect him to get back to me on Wednesday. Let's hope he keeps his promise.

diamonds

I'm sure Voda have been hacked with malicious code or the hacks are ongoing, the amount of tech problems is excessively high.

YaoSong

So today I got a call from vodafone in response to the email I sent to the ceo. It was a guy from the team that deals with a he emails sent to that email address.

So, this is the customer relations team which should now be contactable by a certain number. You will get emails fro either CRinformation or directorsupport (same area) but this is as high as you will get now. Record every conversation and take down the name of the person you speak with. It's important you let them know you are recording at the start of the call - not only does this let them know what is going on but it should and in my experience does guarantee a response.


Don't forget to ask for a summarising email for each conversation.