05-12-2011 01:33 PM
I am not sure if you can help, but I certainly want to make my frustrations clear.
I have had my HTC Sensation since August, as part of an upgrade.
The problems started when Vodafone then incorrectly billed me, and it took 2 months to get the correct credit back to my account. ( Vodafone are happy to take my money, but not give it back!) This problem is now resolved, I hope!
After a few months of having my phone it developed a fault, which caused it to randomly turn off.
I spoke to Vodafone via the phone, and was asked to send it back for repair. The customer service agent said that somebody would collect it tomorrow. So I backed up my data, and prepared my phone for collection.
On the day of collection I received a txt message saying that a retunes envelope had been sent out for me to return my phone in. I was told the phone would be collected!! (another great bit of customer service and communication!) I spoke with customer service again, and they said an envelope had been sent, and I should receive this in 3-5 days!!! (Not quite the next day collection I was told)
Anyway, the bag arrived 4 days later, and I returned the phone via Royal Mail as requested. Vodafone confirmed then phone the has been received the following day.
I left it a few days and then phoned for progress, (this is something I was told I could do), the agent on the phone said I should receive the phone back on Monday (Today, 5th December).
I have phoned Vodafone today to check the progress, and have now been told that it has been sent to HTC for further investigation, and will take a further 10 working days before they get the phone back!! (Once again Vodafone, thanks for keeping me updated and your consistency!)
I stressed my annoyance on the phone today, and was offered a credit to my account, I was told that nothing else can be done, so I have accepted the credit for now, but this still means I am without my phone for at least another 2-3 weeks.
I also asked what happens if they cannot repair it, and was told that I would receive a replacement HTC Sensation, but it will be a refurbished phone!!!!! I am not at this stage yet, but I can see it getting there! I do not want a secondhand phone!!!
I understand that Vodafone need to be given the chance to repair a faulty phone, but this is turning into a Joke!
All I want is the working handset that I pay a premium for each month, I do not understand why I having so many problems!!!!
Vodafone Forum, can you assist with this, and also let your customer service managers, that I am very upset from this saga of events, and am far from happy with the level of customer service I have been receiving. (Conflicting and misinformed information!)
I am at the point that if I can walk from the contract, then I will!
Please contact me with a solution!
06-12-2011 06:43 PM
Can anybody please assist with my issue.
I have had feed back from the Team, saying that I have posted this in 2 different places, but have no feedback about the actual problem itself.
Is this posted in the wrong place?
Can I have some feedback please?
08-12-2011 03:37 PM
Hi there r30ser,
Many thanks for your post. I'm sorry it's taken us so long to reply but we're a small team in huge demand at the moment which means it's taking us longer than we'd like to respond.
Please accept my apologies for the misinformation you received from us on initial contact. When a repair is booked the process is that we send a pre-paid envelope for our customers to return the faulty device in. Unfortunately, the handset is now with HTC and therefore we cannot expedite a solution any quicker than the time it takes for HTC to return the handset either replaced or repaired to us.
You can track your repair for yourself, providing you have the job number, at www.vodafone.co.uk/repairs. Alternatively, you can input your mobile telephone number if the repair job number was never conveyed to you.
Once your handset is returned to you, we may be able to provide a gesture of good will credit to your account to cover the time the handset has not been in your possession, providing you've not been able to use any of the services we provide to you.
08-12-2011 04:12 PM
I appreciate that you are busy, and understand that repairs can take some time, but my issues are also with the Customer Team I have spoken with.
My experience has been the worst customer experience I have ever had.
Conflicting and wrong information, and all I get told is, "I'm sorry", "I'm sorry about that, there's nothing I can do". I was offered credits on the account, which is OK initially, but not time after time. I would rather be told the truth from day one, than be treated like this.
Vodafone said they would confirm the progress of my repair, but instead they had sent it away to HTC for potentially 10 more days.
I only found this out by chasing vodafone for an update.
They also said they would phone before retuning my phone, so that I could confirm where to send it, guess what, no phone call, I had to chase vodafone again.
I have been told my phone will be returned to me today, but vodafone can not guarantee the phone has been repaired, as it has come straight from HTC. That's a really good service Vodafone!, a big customer winner!, and a big thumbs up for your QA department.
Oh, and I'm still waiting for my phone to arrive.
Needless to say, I am far from impressed with the service I have received from vodafone, and I am not the happy customer I used to be.
What can be done to resolve this poor service?
09-12-2011 10:16 AM - last edited on 09-12-2011 10:23 AM by Andy
My phone did not arrive, so I spoke with customer service again, and a very helpful person called Ashley (surname removed for security).
He looked into my issues and phoned me back.
Guess what!!! He told me that Vodafone never actually received the phone I sent back for repair!
Despite them confining via txt and email that it had been received!
So for the last few weeks,Vodafone have been lying to me about the progress of my phone.
I even had an txt and email to say that is was being returned to me yesterday!!!
Once again Vodafone, this is a fantastic service you are providing!
The agent I spoke to yesterday, ( Ashley (surname removed for security) ), was very helpful, and is sending me a brand new handset.
Thank you to him for his help.
09-12-2011 10:26 AM
14-12-2011 08:16 PM
A further update.
My so called lost phone has also been returned from repair, but replaced with a refurbished phone. 2 Phones, great, but why are vodafone so incompetent, and telling me different things all the time.
I have also received my bill for the month 6Dec - 5Jan, and guess what, the 50% discount for my inconvenience over the past many weeks has not been accounted for! More promises not fulfilled.
Vodafone, what is going on?
Why is it so hard to get good customer service.
To be honest, I have had enough!
Please contact me to resolve these issues.
Thanks for the feedback you've given, I'll make sure it's passed on. For security reasons, I've edited your post to remove the agents surname, and should you have any further questions in the future, you know where to find us.
18-12-2011 01:44 PM
Thats the thing with Vodafone you speak too to many monkeys on the phone that don't have a clue its only after several weeks of whinging on either the Facebook page or this eforum that things get settled.....all be it lately........the worst thing is that they say they will call you and they never seem to..
But to be fair to Vodafone eforum team they do come through at the end of the day with more than a fair compensation...
This is of course only my experiance