Official Vodafone Complaints/Query Thread

jigglycaliente

Re: WRT165 [#12695179]

after my many rants and the helpful advice offered by this forum, i thought it only fair to post my vodafone outcome.


I was final reconnected after 67 days without a phone service. coincidentally despite having a web relations rep for over a month, I wasn't considered a priority until the ombudsman came on board. I have settled for £150 compensation. a lot of negotiation went into that sum. a previous operator had offered me £10. who knows, I probably could have held out for more but I'm crap at this sort of thing and started feeling sorry for the guy.


for my tuppence worth, when having an issue with Vodafone:


· Write a complaint letter to their head office straight away. This starts the clock. Don’t worry about crafting a well worded, business letter – they most likely won’t read it/reply. They aim to reply to you within 5 working days but it's highly unlikely.


· You can then call up/Live Chat to request a letter of deadlock (to speed up referral to the ombudsman) which can be used as leverage to get Vodafone to take you more seriously. They won’t issue the letter of deadlock (e.g. putting you on hold for ages and then cutting you off) but they may resolve your problem if you're lucky by trying a bit harder. This worked for me until they messed up again further down the line.


· 8 weeks after the letter has been sent, you can then officially report to the Ombudsman. it's a great service, it felt like counselling, the very efficient person succinctly summarised all my woes in the case notes. they give you a portal to upload every last bit of communication you've had with Vodafone, this is where the livechat transcripts come in handy. you can keep track of your case.

The Ombudsman took about 9 weeks to get to my case. So typically there's a 17 week turnaround but from my experience with dealing with this company it’s best to prepare for the worst.


I suppose one good thing to come out of this mess: I've realised PAYG is much, much cheaper. I only spent about £1.00 on my new SIM card, you tend to naturally use landlines and internet browse only with wifi if you're PAYG. As soon as my 24 months are up, I'm cancelling. Let's hope Vodafone get their act together by Nov 2017 and I will actually be able to cancel! I will check here before doing so.


for what it's worth: I was copied in on a vodafone internal email which said my 'account was in Siebel'. the press has said this new system has been the cause of their problems, it's still inexcusable though!


anyway, good luck all and thank goodness for the ombudsman!

stayathomemum

Hi

I signed up to the Vodafone SIM only MSE Deal - £60 AMAZON Voucher on 23/1/16.

No issue with the service or coverage , but I am yet to hear anything about my voucher. That was one of the reasons I moved from O2. Reading some of the comments, I feeling rather concerned that moving probably wasn't a great idea. I'm thinking of upgrading to an iPhone 6s - do I stay with Vodafone or move to another provider?

Can anyone advise regarding the voucher situation?
TIA
Jan

stayathomemum

Hi

I've followed the advice on this forum and submitted a form. The reference number is in the title.

TIA
Jan

mobilejunkie

stayathomemum wrote: »

Hi

I signed up to the Vodafone SIM only MSE Deal - £60 AMAZON Voucher on 23/1/16.

No issue with the service or coverage , but I am yet to hear anything about my voucher. That was one of the reasons I moved from O2. Reading some of the comments, I feeling rather concerned that moving probably wasn't a great idea. I'm thinking of upgrading to an iPhone 6s - do I stay with Vodafone or move to another provider?

Can anyone advise regarding the voucher situation?
TIA
Jan

Question 1 - a no-brainer - not even worth answering.

Question 2 - you've answered that yourself.

Vodafone

m44tle wrote: »

Vodafone SIM only MSE Deal - £60 AMAZON Voucher

Hi I've tried Vodafone about this numerous times (by phone). They say they know nothing about it and contact MSE. I see there was a previous thread that is now closed.

I'm still waiting my voucher - been well over the 90 days now.

Can someone HELP? - The complaints link above doesn't seem to work.

Chris

Hi Chris,

If you haven't done so already, please complete the form that is available in post #306.

Once you've done so, if you let me know your reference number - I'll check that we've received your message.

stayathomemum wrote: »

Hi

I've followed the advice on this forum and submitted a form. The reference number is in the title.

TIA
Jan

Hi Jan,

I can see that Lee has been in touch with you and he's passed this onto the relevant team for you.

Lee will be in touch as soon as he hears anything.


Thanks,

Sarah

Social Media Operations

Vodafone UK

Gigabit

My voicemail unfortunately does not work. Submitted the form with reference, 13457026.

Vodafone

Gigabit wrote: »

My voicemail unfortunately does not work. Submitted the form with reference, 13457026.

Hi Gigabit,

I've checked your reference number for you, and can confirm that we've received your message at 19:50, on 02/06/2016.

We'll be in touch as soon as possible.

Thanks,

Sarah

Social Media Operations

Vodafone UK

Lewn

Hi all following on from my problems on post number 347.

I contacted Vodafone directly who forwarded me to a UK call centre. After a chat, where she said it was a manufacturer check because we all know electronics manufacturers test packages after they have been sealed in retail boxes, she agreed for the return and cancellation of the upgrade contract.

Two weeks later no return pack has arrived. I contacted live chat again due to no return pack and also because they were still charging me for the contract, my bill reporting a £60 monthly charge. He said not to worry that it would be credited back again.

So 3 weeks on I still have the new contract, phone that I don't want and being fobbed off by Vodafone again.

It doesn't look like it is going to end soon. I did get a reply back from that W135 form but since I had already contacted returns thought it would have been sorted. Looks like I will have to contact them again. I am currently on Live Chat now and that doesn't seem to be going anywhere.

"All you need to do is, please call on 191 so they will send the return boy to your address so return boy will come to your address and take the handset from you"

Where do they get these people from, customer service response from Vodafone live chat.

Lewn

Double post.

Vodafone

Hi Lewn,

Please send us your reference number - you would've received this after submitting the email form.

I'll be able to check that we received this for you.

Thanks,

Sarah

Social Media Operations

Vodafone UK