Official Vodafone Complaints/Query Thread

Gramsci

I went through their online complaints procedure. At least 4 online chats, numerous emails and 3 phone calls with advisers, with the final one referring the complaint to the deadlock team. The deadlock letter I received was from customers relations directors office. Despite the advisers accepting no one in their right mind would make a continuous two hour call to the US from a UK mobile, they insist that it was made from my phone. Under the circumstances the Ombudsman seems the only option.

Thanks for the advice.

mobilejunkie

So you have done everything BUT what you should have done.

Good luck with the Ombudsman then.

Gramsci

Well, as I was only directed to this site and thread yesterday, I'll just have to accept that I have forgone the opportunity to employ its unearthly persuasive powers on my behalf.

mobilejunkie

That's your choice. You're about to burn the bridge, if you haven't already done so.

Gramsci

Ok I'll bite. How is the WRT going to be any more effective in resolving this issue to my satisfaction than the route I have taken ( which has been recommended by others independent of Vodafone). Why should they be any more responsive than the directors CR dept? I'm genuinely interested to know, particularly as this is not a run of the mill billing, pac number, hardware delivery etc. complaint.

mobilejunkie

Maybe you should read some of this thread then. Since you have nothing to lose why are you even asking? You can try the Ombudsman afterwards if needbe. You can't do it the other way round.

iproposterous

I purchased a mobile phone online from the vodafone shop. The phone arrived on Friday last and I contacted the returns dept but they refused to action my request for a returns envelope to send the phone back and get a refund. I have contacted customer complaints since but in spite of numerous promises they have yet to issue a returns envelop so I can return the phone.

I have submitted a written complaint and requested that it be passed to the department manager for resolution. Should I also follow the guidelines given of the first post in this forum or should I give Vodafone more time to resolve this issue.

mobilejunkie

Yes. No. IF you want to sort it out and in a reasonable timescale.

astra46

I moved from 3 to Vodafone. Love the network. Excellent reception.
Its just their customer service is lacking. They offered me 20gb Data, Unlimited Calls and Texts for £16 a month 12 month sim only contract. I eventually got the deal, after going thro to Complaints. As the retentions dept didnt process my order.

mobilejunkie

The "just" is the problem. Their administration is abysmal, customer service non-existent (at best) and they create endless problems which escalate and are rarely resolved until you contact the WRT.