Official Vodafone Complaints/Query Thread

leekpete

Thanks for the helpful comment.

Its a business issue and cant find the link to email regarding this. Like I say ive wasted 10 hours of my life already with no help whatsoever from a multimillion pound customer focused company, but tbh its only 1400 quid to them so im probably not worth their time or effort.

patrick1

Has anyone had any luck with getting Vodafone complaints resolved? My contract expired in Feb and I have tried to get transferred to a new contract since 9 March but keep getting one excuse after another.

I am dealing with their Customer Relations dept (03333 041259) but despite constant promises nothing happens. I've spent over 8 hours on the phone to them. There is no continuity between calls so every time you call you have to re-explain and they have to read all the case notes. The call centre workers just try to pacify you and get you off the phone so they don't have to do anything.

They promise it will be sorted and they'll call you in 2-3 working days but never call back.

Ive managed to find out from them today that I can request for my complaint to be placed in deadlock status (meaning they can't/won't resolve it) - have done this.

Have others had any success by complaining to newspapers or the CEO (they told me if I complained to the CEO then my complaint would just get forwarded to Customer Relations dept - i.e. continue going around in circles).

Any successful stories of getting them to resolve issues appreciated. And to those who ask why I just don't change networks - Vodafone are the only ones with signal to my home.

WaxiesDargle

I have put this in the 'mobiles' thread but hopefully an MSE Vodafone team will see it here...I've also done it via the complaints form...in 4 sections as its a bit long so please forgive the double post...thanks Dave for your prior imput


Some background...

My contract finished with Vodafone at the end of March. Because of a poor signal where I live, I have switched to EE which is much better. I have gone from an iphone 5s to an iphone 7 and transfered my number across to my new phone.

I have been trying to get the Network Unlock Code for my old iphone 5 from vodafone.

Please read the following precise of the conversation I have had with 4 different Vodafone reps.

When you first 'chat' with them you go through the situation with one person who then transfers you to a Specialist. I had to do that each time going through the other conversations with them as they had no record of it even though they gave me reference numbers...I have also only included the importent info due to the fact I was chatting for hours!

What would you do next?... I could get the 30 day Sim (see script below) but seeing they have told me they have proof it's my phone I'm not sure why I have to do this.
Thanks

The on-line NUC form wasn't working properly, so I contacted Vodafone chat and as you can see below their Advisor, Binoy, filled it in for me
[FONT=&quot]
Binoy: [/FONT]
[FONT=&quot]I have done this for you[/FONT]
[FONT=&quot]
Binoy: [/FONT]
[FONT=&quot]Leave it with us. As soon as we’ve checked your details, we’ll email you within within 2 working days with your unlock code[/FONT]
[FONT=&quot]
Me: thank you Binoy for your help...have a good day

Binoy: [/FONT]
[FONT=&quot]You're welcome[/FONT]
[FONT=&quot]
Binoy: [/FONT]
[FONT=&quot]Further, for your convenience I will get these entire conversation pasted on your account notes with a special note as well, so that in future our colleagues can check it and could assist you accordingly in the best possible way.[/FONT]
[FONT=&quot]
Binoy: [/FONT]
[FONT=&quot]I will take the ownership in this for you and will make sure that you will not need to contact us again for this. [/FONT]

[FONT=&quot]I received this message from Vodafone via email.[/FONT]

[FONT=&quot]Hello ,[/FONT]
[FONT=&quot]You asked us to unlock your phone so you can use it on another network. Unfortunately, we can't find xxxxxx on our network.[/FONT]
[FONT=&quot]We can only unlock a phone that we know belongs to you. This means you need to have used a Vodafone SIM in it. You need to give us details of this SIM when you fill in our NUC form.[/FONT]
[FONT=&quot]What happens next?[/FONT]
[FONT=&quot]If you think the number you gave us wasn't right, just fill in our online form again. If you're on another network, you'll need to speak to them about unlocking your phone.[/FONT]
[FONT=&quot]Thank You,[/FONT]
[FONT=&quot]
So I contacted Vodafone again.… there followed a long conversation going through the first conversation [/FONT]

[FONT=&quot]Yasin: [/FONT]
[FONT=&quot]And you will get NUC in next 24 hours of time, I have escalated this case further to dedicated team,[/FONT]
[FONT=&quot]
Yasin: [/FONT]
[FONT=&quot]No need to worries now you will get email with the unlocking message!![/FONT]
[FONT=&quot]
Me: I hope so Yasin as that is what Binoy said as well...I really dont want to go through all this again,,,thank you very much for your help

Yasin: [/FONT]
[FONT=&quot]Now no need to go this all again![/FONT]
[FONT=&quot]
Me: thank you
Yasin: [/FONT]
[FONT=&quot]As I have sent manual request from here with the proof that you purchased from us,[/FONT]
[FONT=&quot]
Yasin: [/FONT]
[FONT=&quot]So now no need to worries at all![/FONT]
[FONT=&quot]
Yasin: [/FONT]
[FONT=&quot]Once again I apologize for the delay and please accept my apology,[/FONT]


[FONT=&quot]No NUC arrived so contacted Vodafone again.…So there followed a long conversation going through the first and second conversation [/FONT]


[FONT=&quot]Farzeen[/FONT]
[FONT=&quot] at 14:57, Apr 18:[/FONT]
[FONT=&quot]I do understand what you are saying however, I have already escalated this to my manager and we also do follow a feedback loop process[/FONT]

[FONT=&quot]Farzeen[/FONT]
[FONT=&quot] at 14:57, Apr 18:[/FONT]
[FONT=&quot]Please simply get back to us here on live chat after 48 hours[/FONT]
[FONT=&quot]Hence, I have escalated this to my manager, the reference number of our conversation is xxxxxxx[/FONT]
[FONT=&quot]
Farzeen[/FONT]
[FONT=&quot] at 15:05, Apr 18:[/FONT]
[FONT=&quot]I can see that you have had always been a valued customer to vodafone and we shall always resolve your queries on highest priorities[/FONT]
[FONT=&quot]
Farzeen[/FONT]
[FONT=&quot] at 15:05, Apr 18:[/FONT]
[FONT=&quot]I have already done all the needful for you from my side, and hence please get back to us after 48 hours, all the details will be here on your account[/FONT]
[FONT=&quot] we have confirmed that the device is purchased from Vodafone and I have already escalated this from my side[/FONT]
[FONT=&quot]
Farzeen[/FONT]
[FONT=&quot] at 15:13, Apr 18:[/FONT]
[FONT=&quot]This wont take time, rest assured[/FONT]

[FONT=&quot]No NUC arrived so contacted Vodafone again.…So there followed a long conversation going through the first, second and third conversation [/FONT]


[FONT=&quot] at 10:45, Apr 21:[/FONT]
[FONT=&quot]Hello, you're chatting with Yasin. Let me go through the conversation you've had with the representative who transferred your chat to me.[/FONT]
[FONT=&quot]
Me[/FONT]
[FONT=&quot] at 10:47, Apr 21:[/FONT]
[FONT=&quot]Hello again Yasin!! I have been asked to get back to you in 48 hours to unlock my phone from the Vodafone network. [/FONT]
[FONT=&quot]
Yasin[/FONT]
[FONT=&quot] at 10:47, Apr 21:[/FONT]
[FONT=&quot]Allow me some time to read above long message.[/FONT]
[FONT=&quot]Me[/FONT]
[FONT=&quot] at 10:48, Apr 21:[/FONT]
[FONT=&quot]I have spoken with you before Yasin....we are going round in circles[/FONT]
[FONT=&quot]
Yasin[/FONT]
[FONT=&quot] at 10:52, Apr 21:[/FONT]
[FONT=&quot]I understand your concern. I will certainly check your account details,please allow me a moment to locate your account information so I can assist you further.[/FONT]
[FONT=&quot]
Yasin[/FONT]
[FONT=&quot] at 10:56, Apr 21:[/FONT]
[FONT=&quot]May I know the phone make and model ?[/FONT]
[FONT=&quot]
Me[/FONT]
[FONT=&quot]it's an iphone 5s[/FONT]
[FONT=&quot]
Yasin[/FONT]
[FONT=&quot] at 10:59, Apr 21:[/FONT]
[FONT=&quot]Thank you![/FONT]
[FONT=&quot]
Yasin[/FONT]
[FONT=&quot] at 11:00, Apr 21:[/FONT]
[FONT=&quot]I have escalated on priority base :- Ref#xxxxxx157[/FONT]
[FONT=&quot]
Yasin[/FONT]
[FONT=&quot] at 11:00, Apr 21:[/FONT]
[FONT=&quot]And you will get reply for NUC team as soon as possible.[/FONT]
[FONT=&quot]
Yasin[/FONT]
[FONT=&quot] at 11:02, Apr 21:[/FONT]
[FONT=&quot]Now I will monitor your case personally.[/FONT]
[FONT=&quot]
Yasin[/FONT]
[FONT=&quot] at 11:02, Apr 21:[/FONT]
[FONT=&quot]
And I will get this resolved any time![/FONT]
[FONT=&quot]
Me[/FONT]
[FONT=&quot] at 11:03, Apr 21:[/FONT]
[FONT=&quot]Why cant you just give me the code now Yasin?[/FONT]
[FONT=&quot]
Yasin[/FONT]
[FONT=&quot] at 11:06, Apr 21:[/FONT]
[FONT=&quot]I promise you will not be coming back as I have escalated further to our NUC team,[/FONT]
[FONT=&quot]
Yasin[/FONT]
[FONT=&quot] at 11:09, Apr 21:[/FONT]
[FONT=&quot]Please give me a last chance and I will get this sorted personally.[/FONT]

[FONT=&quot]Me[/FONT]
[FONT=&quot] at 11:09, Apr 21:[/FONT]
[FONT=&quot]before you go..please read this from your team....even though you have told me three times you have proof that the phone is mine[/FONT][FONT=&quot] …[/FONT]

[FONT=&quot]"Hello, You asked us to unlock your phone so you can use it on another network. Unfortunately, we can't find xxxxxxxx on our network. [/FONT]
[FONT=&quot]We can only unlock a phone that we know belongs to you. This means you need to have used a Vodafone SIM in it. You need to give us details of this SIM when you fill in our NUC form. What happens next? If you think the number you gave us wasn't right, just fill in our online form again. If you're on another network, you'll need to speak to them about unlocking your phone. Thank You, Vodafone Customer Services Team"[/FONT]
[FONT=&quot]
Yasin[/FONT]
[FONT=&quot] at 11:11, Apr 21:[/FONT]
[FONT=&quot]In this case please allow me some time so I can physically check with the team,[/FONT]
[FONT=&quot]
Yasin[/FONT]
[FONT=&quot] at 11:28, Apr 21:[/FONT]
[FONT=&quot]My manager is talking to the team,[/FONT]
[FONT=&quot]
Yasin[/FONT]
[FONT=&quot] at 11:29, Apr 21:[/FONT]
[FONT=&quot]I appreciate your patience![/FONT]
[FONT=&quot]
Yasin[/FONT]
[FONT=&quot] at 11:35, Apr 21:[/FONT]
[FONT=&quot]My manager still on call with the team,[/FONT]
[FONT=&quot]
Yasin[/FONT]
[FONT=&quot] at 11:36, Apr 21:[/FONT]
[FONT=&quot]I appreciate your patience [/FONT]
[FONT=&quot]
Yasin[/FONT]
[FONT=&quot] at 11:49, Apr 21:[/FONT]
[FONT=&quot]May I know how long you used the phone IMEI xxxxxxx on number xxxxxx[/FONT]
[FONT=&quot]
Me[/FONT]
[FONT=&quot] at 11:49, Apr 21:[/FONT]
[FONT=&quot]I had a two year contract that ended at the end of March[/FONT]
[FONT=&quot]
Yasin[/FONT]
[FONT=&quot] at 11:51, Apr 21:[/FONT]
[FONT=&quot]They are saying that you did not use the phone on number xxxxxxx[/FONT]
[FONT=&quot]
Me[/FONT]
[FONT=&quot] at 11:52, Apr 21:[/FONT]
[FONT=&quot]Yes I did, I have used this number with vodafone for years and this model for 2 years...at the end of March I transfered the number to my new phone with EE[/FONT]
[FONT=&quot]
Me[/FONT]
[FONT=&quot] at 11:55, Apr 21:[/FONT]
[FONT=&quot]You have told me three times you have proof that this is my phone

Yasin[/FONT]
[FONT=&quot] at 11:58, Apr 21:[/FONT]
[FONT=&quot]We have escalated further and please wait for next 48 hours.[/FONT]
[FONT=&quot]At this time you will not get any rejection emails.[/FONT]
[FONT=&quot]
Yasin[/FONT]
[FONT=&quot] at 12:03, Apr 21:[/FONT]
[FONT=&quot]However at this time you will get resolution.[/FONT]
[FONT=&quot]
Me[/FONT]
[FONT=&quot] at 12:04, Apr 21:[/FONT]
[FONT=&quot]will I get my code though?[/FONT]
[FONT=&quot]
Yasin[/FONT]
[FONT=&quot] at 12:04, Apr 21:[/FONT]
[FONT=&quot]You will get email.
[FONT=&quot]
Me[/FONT]
[/FONT] [FONT=&quot]will I get my unlock code?[/FONT]
[FONT=&quot]
Yasin[/FONT]
[FONT=&quot] at 12:06, Apr 21:[/FONT]
[FONT=&quot]Yes you will get NUC code and that code you can provide us on chat.[/FONT]
[FONT=&quot]
Yasin[/FONT]
[FONT=&quot] at 12:06, Apr 21:[/FONT]
[FONT=&quot]And no need to contact us back from now, You will get NUC code soon.[/FONT]
[FONT=&quot]
Yasin[/FONT]
[FONT=&quot] at 12:07, Apr 21:[/FONT]
[FONT=&quot]I promise at this time you will get NUC without any issues.[/FONT]


[FONT=&quot]No NUC has arrived [/FONT]

d123

You need to actually email them...

Instructions above in a post.

Edit

Like this:

Vodafone wrote: »

So that we can look into your issues, please email me via the form here.

To access the form you'll need to enter the code WRT135.

As well as stating your query in the question box, please also quote "MSE Forum".

Once sent, you'll receive an automated reply with a reference number. Post it on here and I'll check I've received it.

Vodafone UK

They won't need your transcripts, just tell them you've tried to get your phone unlocked and the CS appear too stupid to action it.

Jsxx

Hi,

Just submited WRT135 form. Can someone look into my issue? Ref WRT135 [#15868227]

WaxiesDargle

Thanks Dave (d123)

I have done this but have not yet received the automated reply

d123

WaxiesDargle wrote: »

Thanks Dave (d123)

I have done this but have not yet received the automated reply

Check your spam folder, the system triggers an almost instant reply if you've followed the directions correctly.

WaxiesDargle

Filled the form in ok, and submitted it (also including the MSE forum bit) but no email with a reference number, in my inbox or spam...

seriously thinking about going in to town to one of the phone unlocking shops to get it done...my student daughter wants my old phone as hers is falling to bits, but she's not with Vodafone.

cheers for all your advice though.

patrick1

After several weeks of dealing with Vodafone's "Customer Relations" team (phone 03333 041 259, they handle complaints), that they are not helpful. It is basically the same as dealing with the regular call centre without having to go through the telephone menu maze.

95% of the time the calls are answered by a call centre in India. They will never let you speak to the person you previously dealt with. The call centre staff member will then spend 30 minutes reading through the case history trying to make sense of it but will fail to understand the history of the case.

You can expect a loop of:
1. call them.
2. They promise the problem will be sorted in N days time.
3. They'll promise call you back then.
4. They won't call back.
5. The problem won't be sorted.
6. Repeat process several days later and expect the same results.

You can expect each call to them to last an hour on average.

I was told that my complaint had been escalated to deadlock but when I called today I found it hadn't.

I can see why they are rated as having the worst customer service of any company in the UK and why they were fined a huge amount by the regulator last year. The problem is that they have done absolutely nothing to improve and cases like mine are still the norm. It's absolutely disgraceful that a minor issue like switching to a new contract can take over 8 weeks and still remain unresolved. I've spent over 9 hours on the phone to them now. It's a total waste of my time - I know it's cheap for them to deal with as they've got call centre staff on peanut wages in Mumbai, so I guess that's why they don't care.

WaxiesDargle

Hi Patrick

that is where I am now

I thought I would speak to a person and not a chat line...I've just put the phone down to Maureen, who, just like the other customer services people, said 'definately' and 'I promise' and 'I will sort it' so many times I lost count.
I am now sat here waiting for the call back in 30 minutes while she checks with her manager and goes through my records.
Having read your post, it could be a long wait