Vodafone - now even their contact form doesn't work?

ike2112

I have been trying to communicate with Vodafone, and failing miserably.
All I wanted was an unlock code for a phone I've had for a couple years, contract paid-up. It should take 2 days, I filled in their form, that was on 5 Jan.
I had questions about my bill too, so I tried to ask the Live Chat people, who wasted 90 minutes of my life with no progress before cutting me off due to 'technical issues'.

I then tried emailing about my issues - I had a problem a couple years ago with Vodafone and got it resolved by the directors office, so I emailed
"jeroen.hoencamp@vodafone.com", "vodafonedirectorsoffice@help.vodafone.co.uk", "AskJeroen@help.vodafone.co.uk" and "eforum.web@help.vodafone.co.uk"

No reply, or even acknowledgement, from any of them.

I tried calling, and spoke with one guy who seemed like he was going to help, but got cut off. He even called me back (surprisingly) and said he would speak to the relevant team, then call me back - never heard from him again.
So then I called again and spoke with someone who frankly just lied to me then told me a supervisor would call me back in 48 hours, which they haven't.

Then tried social media - after 17 hours of them tweeting videos and replying to quick, easy questions, they tweeted me a link to a contact form (vodafone dot co dot uk/contact-form/index.htm) and a reference code. This is just the generic contact form on Vodafone's site from what I can see. But it doesn't work! Fill it in, hit 'send form' and you get a 403 Forbidden Access error.

I tried clearing cache, then logging into My Vodafone first. Still doesn't work - can see from the top of the page that even if I am logged into Vodafone site, if you click on 'Support' then 'Contact Us', the button at the top of the page changes to show "Log Into Your Account" suggesting you are no longer logged in. I tried using a PC, then I even tried using a reset phone, no browser history, two different broswers, same error.

I contacted Live Chat to ask if there was any known issue with the contact form at the moment... their action - they reset my vodafone website account password for me, which I did not ask nor want, and now I can't even log into my own account thanks to their stupidity.

Yes I could write a letter and wait 28 days and then write to the Ombudsman. But in the meantime, I'm selling the handset so need the unlock code.

I know Vodafone customer service is atrocious. But for the contact form on the website to not work - have they just packed in and given up communicating with customers completely?

diamonds

Contact Ofcom, register a complaint for Ofcom monitoring purposes, get a reference number from Ofcom and put the reference in a email subject title and send it to the CEO again.

YaoSong

The Tweeted link should take you to a form that creates a customer query, but it doesn't surprise me that it's not working. Vodafone have been tweaking their contact process and sometimes it works and more often than not it doesn't.


Search for the Vodafone complaints thread for contact details for Vodafone's Lee and he'll recommend the same process but it should work better as he'll monitor it from here.


The director's office email usually only works once as I imagine they don't want people using it all the time. I'm guessing they block emails after the first instance.


I have the customer relations (customer services) number which I've been using and is often answered fairly quickly. I haven't shared it yet as I wanted to ensure it was available for my complaint, but now I've reached the required deadlock for the Ombudsman to be involved I'm happy to share it. Can someone confirm if I am allowed to post the number on this forum?

forgotmyname

Unless its an Iphone the phone wont be locked anyway, theior contract phones come unlocked.

Not had a locked one for a very long time.

Instead of emailing the eforum, login and ask there?

mobilejunkie

That assumes you CAN log in. I haven't been able to for about 5-6 weeks and every other method including that (when I could) simply wastes more of my time. WRT or Ombudsman.