Vodafone worst service ever experienced

arka1168

YaoSong wrote: »

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.

Yeah as for now i have only had that call from them. However the gentleman asked me to send my recording of the conversation to him through the crinformation email address. He said he would get back to me. Unfortunately i did not record the that conversation, but I will record any conversation from now. The only thing about letting them know I am recording is they may not like it, so I don't them to get annoyed when they will be the ones helping me. I will still record though as it is not illegal to do so as long as it is not given to any third party. Did you tell them you were recording? if so did they have and unfriendly reaction to this

YaoSong

Yeah as for now i have only had that call from them. However the gentleman asked me to send my recording of the conversation to him through the crinformation email address. He said he would get back to me. Unfortunately i did not record the that conversation, but I will record any conversation from now. The only thing about letting them know I am recording is they may not like it, so I don't them to get annoyed when they will be the ones helping me. I will still record though as it is not illegal to do so as long as it is not given to any third party. Did you tell them you were recording? if so did they have and unfriendly reaction to this

There is a very slim chance of them reacting badly because they are supposed to be recording and if you are also recording then they know their behaviour and response to you is immediately available for review. I always politely and calmly inform them that I am recording and that the intent is purely for an amicable conclusion. They also know that we can legally request their recordings if absolutely necessary so there should be no reason for them to be unfriendly unless they simply do not care about their job.


I tend to be very calm and grateful for any help they "offer up" so to keep them professional.

arka1168

YaoSong wrote: »

There is a very slim chance of them reacting badly because they are supposed to be recording and if you are also recording then they know their behaviour and response to you is immediately available for review. I always politely and calmly inform them that I am recording and that the intent is purely for an amicable conclusion. They also know that we can legally request their recordings if absolutely necessary so there should be no reason for them to be unfriendly unless they simply do not care about their job.


I tend to be very calm and grateful for any help they "offer up" so to keep them professional.

oh okay. I might give that a go then, makes sense if they know their behaviour is being recorded.
Just out of curiousity what was the problem you had with them?
And who and how did they resolve it?

YaoSong

Just out of curiousity what was the problem you had with them?
And who and how did they resolve it?

I had a number of problems with rude staff in-store, failed call-backs, wrong offers being made, and mis-charges on my account which accumulated over the space of two months. I began recording convesations halfway through and captured them admitting to their failures and faults. Unfortunately, the deadlock resulted in a case which is now being managed by the Ombudsman. Fortunately, I have a lot of corporate experience in how to manage both customers and service providers so this has helped me a great deal which I am trying to pass on as well.

mobilejunkie

I'd have said you were fortunate, not unfortunate. The definition of "unfortunate" with Vodafone are customers who make an increasing amount of time effort with decreasing return and actually believe any promise Vodafone makes. The degree of "unfortunate" depends on just how long it is before the penny drops...

arka1168

Ok so I had a call yesterday from customer relations. They listened to the call i sent in but said that as it is only half the recording and the adviser did not mention their name they could not verify it. However he was willing to offer 35% of the handset instead or if I am not happy I could get a deadlock letter and let the ombudsman decide the outcome. After some negotiating I was able to get a 50% of any deal. So in the end I was able to get the same deal I was offered in the first place for the s6 edge, just without the tablet. All in all I would say that the customer relations team were helpful with resolving the issue. However the customer service department are appalling even after I have upgraded I called them to find some information about my bill and they know nothing. Hopefully I wont have any problems from today that I need customer services to deal with, like the previous problem free 7 years.

YaoSong

That's good to hear. It's mainly the customer service that's appalling with Vodafone which includes all their teams from customer relations to retentions, however they can offer good deals and they can resolve issues but the incompetence of staff and poor organisation is what lets them down. It looks like you managed to find some good agents within the customer relations team, so all has ended well even with a bit of pain. At least you know what you need to do if the need to call customer services arises again.

arka1168

YaoSong wrote: »

That's good to hear. It's mainly the customer service that's appalling with Vodafone which includes all their teams from customer relations to retentions, however they can offer good deals and they can resolve issues but the incompetence of staff and poor organisation is what lets them down. It looks like you managed to find some good agents within the customer relations team, so all has ended well even with a bit of pain. At least you know what you need to do if the need to call customer services arises again.

Yeah agreed. Thank you very much for informing me of the relations number, it's the only number I will be calling if I have a problem in the future

diamonds

Shocking what Voda UK has become, it used to make o2 look like amateurs but now itself, arka glad you got somewhere

wilsonjack10

I've never experienced their customer support, I am with them though, so hopefully I dont need it! lol