15-09-2012 03:20 PM
Ive been a loyal customer with Vodafone for years, my mother, father, brother and partner all joined Vodafone monthly contracts because I convinced them to, so all in all we have all, as a family, been good loyal customers for a long time. Two years ago I had a blackberry pearl with Vodafone and it had lots of technical issues so I had it replaced as they'd caused me so many issues. Ive had my current phone, a white blackberrytorch, for a year and a half almost, with 8 months left on the contract and 5 months before I can upgrade. Recently the trackpad stopped working randomly on and off, now it seems to have completely broken, also it turns itself off randomly too! Now, I'm disabled both physically and mentally I'm unwell and suffer with serious lifelong health conditions, my mobile phone is my only lifeline- way of contacting my mother, emergency services, doctor, my partner etc in an emergency.i CANNOT be without it. I recently spoke to two Vodafone reps who understood completely and said they were willing and able to replace the phone outright! But the systems were down and so told me to call back thE next morning. I did so and was treated absolutely disgustingly by a customer service rep, he was rude, unempathetic and cold- he told me it'd have to be sent off for repairs, I explained why I couldn't be without my phone for 2 weeks andwhat the previous reps said, he replied with "yes you can go without a phone for a few days" - considering this guy was representing Vodafone and I'd been such a long customer and I'll health I was flabbergasted and so angry and upset, I wanted to leave Vodafonestraight away! When I got upset then he told me to "be professional"! I pay £45 a month for my contract, which is 24months long, earlier in the year there was also trouble I had yet again when I discovered someone at Vodafone had added insurance onto my accounI costing me an extra £10 a month, which I'd never ask for as I take great care of my phone as I'm bedridden! It's ridiculous. I want to leave Vodafone but as I don't work doubt I can't afford the early leaving fees, but I'm definitely going to consider it! I'd like the CEO address and number so I can tell him about this poor treatment! It's caused me great stress which makes everything harder/worse, not that Vodafone seem to care or have any compassion or empathy!...
Solved! See solution
15-09-2012 05:40 PM
I'm sorry to hear of the distress you were caused. Please accept my apologies, as what you have described is not indicative of the high standard of customer service we look to provide.
I'll pop you a PM so we can take a look at the situation and see what we can do to assist. Just follow the directions in there to get back to us directly with the details we'll need.
You can find your PM inbox here. If you can't access this link, please ensure that the box next to "Turn on private messages" is ticked on this page, and let us know if you need any further assistance.
15-09-2012 06:54 PM
Ok I emailed details as requested, hoping to get it resolved by Monday so I know what to do, ie leave Vodafone or not/buty a new phone or not etc so a callback today would be appreciated as you can see its urgent to me personally. Thanks
16-09-2012 02:37 PM
Thank you to DaveCD, you really helped me out and changed my opinion of Vodafone. I wish all rwere were Britain based call centres as you tend to be more understanding and willing to help than international ones! As well as having manners! Thank you for putting my mind at ease again and solving my issues! I will continue to recommend Vodafone thanks to you. I have filled out the survey as I found your help invaluable! Thanks again
16-09-2012 03:38 PM
Thank you for your time on the phone today, it was a real pleasure speaking with you and I am so pleased you allowed me the opportunity to put things right.
If you have any further queries please do not hesitate to post and we will be with you as soon as we can.
If I've helped at all today, why not leave me a little feedback?
14-03-2013 09:26 AM
We haven't deleted any of your posts, you can view them here, they're just in a different thread.
James has replied to you and sent a PM so that we can access your account and find out wht's happening with your discount, have you followed the instructions and emailed us yet?