Pay as you go services

[D_J_D_99]

I've now used the direct email twice to get some kind of response on this matter, and received a reply yesterday saying that someone tried to contact me, but only got my voicemail at the time. My phone was on, in my pocket and not being used at the time, so there shouldn't be any reason that this would have happened.

I've emailed back explaining this, but haven't had any reply. I tried to use the contact us link sent to me in the PM again to see if that was working, I can't say that I was surprised to find out that it is still offline.

[chloeC]

Hi all,

I have also had problems when claiming my reward vouchers! I did manage to speak to a customer adviser about the problem, she said that vodafone costomers have limited rewards that can be caimed which are found on the first page only! all the others are common! that sounds like a con to me!  very misleading! I have 1000points so was hoping to claim for the £10 asda voucher or sainsburys, but she said it wasn't available to me!  even tho i have the right emount of points! I have tried claiming many different rewards with my 1000points but the button still doesnt work! very fustration just wish they would sort the problem out! They are really letting vodafone costomers DOWN!!

C.Crabtree

[DaveCD]

Hi kate1947 and chloeC

Thank you for your post.

So I can look into this for you I have sent you a Private Message and all you need to do is follow the instructions for either method to contact us and we will be in touch.

You can find your PM inbox here.

D_J_D_99

If you are having difficulties using the contact us method on your PM please follow the additional method also provided in the PM.

Many Thanks

DaveCD

eForum Team

[D_J_D_99]

I've had a phone call regarding this today. I'm just in the process of writing an email in reply, as the problem wasn't sorted, but I though i'd also post on here. I was told that the problem must be due to me having no address for my billing information on the system (which I thought was a bit odd in the first place, as it's a PAYG). I gave the information requested, and was told to try and redeem my vouchers. I tried, and found that the problem was still there.

I stated on the phone that the problem was a null void error to do with the coding of the button that has to be clicked (I knew this because I'm a web designer and i've seen it before).

This is a copy of the error, spotted by Internet explorer:

Webpage error details

User Agent: Mozilla/4.0 (compatible; MSIE 8.0; Windows NT 6.1; Trident/4.0; BTRS122701; GTB7.3; Mozilla/4.0 (compatible; MSIE 6.0; Windows NT 5.1; SV1) ; SLCC2; .NET CLR 2.0.50727; .NET CLR 3.5.30729; .NET CLR 3.0.30729; Media Center PC 6.0; Media Center PC 5.0; SLCC1; InfoPath.2; OfficeLiveConnector.1.5; OfficeLivePatch.1.3; .NET4.0C; Tablet PC 2.0)
Timestamp: Thu, 1 Mar 2012 15:28:06 UTC

Message: Exception thrown and not caught
Line: 93
Char: 6
Code: 0
URI: https://rewardz.vodafone.co.uk/framework/api.js

I hope this helps.

[DaveCD]

Hi D_J_D_99

Thank you for the additional information you have provided.

I have checked and can see that you have been in contact via email, please continue to communicate via that method and we will be able to investigate this further.

Many Thanks

DaveCD

eForum Team

[D_J_D_99]

Had even more fun with this problem this morning. I got into a live chat with someone about this issue on Sunday morning, who told me that this problem was going to be resolved in the next one or two days, and that it was under investigation. Yesterday, I received a phone call from someone in support about this situation. She said that it was right that the problem should be sorted by today (I've just tried and, it isn't). She also said that she thought she should tell me that I could actually sort this out in store if I had a problem with the website. I was sent an email regarding the problem telling me that I could grab or grow points in store, and that I could grab a reward if I wanted to.

This morning, I went into my local Vodafone store whilst in town and explained the situation, the staff there were dumbfounded and couldn't believe that I had been told I could redeem points in store as they said this wasn't the case and you can't redeem stored points in store. The apologised and said that they would try to do it for me anyway, but that the website they used in store to do this was in fact the same broken website that customers can use from home.

As it was, we couldn't even try this, as despite me explaining my username and password, and then explaining that the password was case sensitive (at which point the staff employee helping me put CAPS LOCK on to type the whole thing!?!).

To be honest, I'm getting a bit annoyed about this now, as I don't mind waiting if the problem is being worked on, but being sent on a wild goose chase when I'm pressed for time at the best of times is annoying to say the least. Admittedly the staff couldn't apologise enough, but at the same time, they couldn't even log into the system!

All I want to know now is that the problem is being looked into by someone wand to know if there is any light at the end of the tunnel?

[DaveCD]

Hi D_J_D_99

Thank you for your post and I ma sorry that this is still causing you frustration.

Please accept our apologies that you could not receive your goods in-store as this was advice we were given and now it would appear incorrect as I cannot find this information in the terms and conditions.

I have raised a case for this previously and I will chase this up for you know as I would love to see this resolved.

Many Thanks

DaveCD

eForum Team

[kate1947]

Hi,

I still cannot get on to spend my rewardz points. I keep getting told I have the wrong username or password so I click for a reminder and I get to a Blank Vodafone Page.  Nothing happens. I have been trying for a few months now..........Is there going to be a solution to this problem soon????????????..

[kate1947]

Hi Folks.

Had a call from Kate at the tech team.

Within 4 minutes she called me back with a solution to my problem.   I now have claimed my rewards without a fuss.

Thankyou Kate

[Andy]

Hi kate1947,

Thanks for the update, it's great to see that Cate has resolved your query for you

If you have any questions in the future, you know where we are.

Thanks

Andy

Moderator

[GeoffArnell]

I cannot redeem points for rewardz.

[Wayne]

Hi GeoffArnell and welcome to the eForum

Thank you very much for your post here.

I’m sorry to hear that you are unable to redeem your points. To aid us in resolving this matter for you, can you tell me what is exactly happening? Along with any error messages you may be getting?

Thanks

Wayne

If you have a spare minute could you please take the time to fill out a short feedback form about me?

You can do so here

[CarolineC2010]

SAME PROBLEM 

Everything works fine until you actually come to claiming your voucher where it asks have we got your address right? Not only that but who even posts vouchers anymore? Everything's done online nowadays and I planned to use this to help pay for a present that I need by Monday, thinking I would only have to print it. Now, because I can't even claim it and I'm going to have to wait longer than 10 days it's pretty useless.

This is really annoying.

[Wayne]

Hi CarolineC2010 and welcome to the eForum

Thanks for your post here. I’m sorry to hear that you are having problems with redeeming your vouchers. I appreciate how frustrating this must be for you.

So that we can look into this for you I’m going to send you a private message with details of how to get in direct contact with us.

You can find your PM inbox here

Thanks

Wayne

If you have a spare minute could you please take the time to fill out a short feedback form about me?

You can do so here

[Geko]

I am encoutering the same problem described above.

Do I take it the "fix" to the problem requires individual interaction with each and every Vodafone PAYG customer or will a general fix be applied. ?

[Lee]

Hi Geko,

Thanks for your post.

I'm fairly certain not all PAYG customers are affected. We have millions of subscriptions to the PAYG service and only a handful of customers are bringing this to our attention on the boards so I don't believe we need a 'general fix' if I'm being totally honest.

The nature of internet forums is that people will only seek support if anything is wrong. You'll not see any posts from customers who don't have an issue; it's the nature of the beast!

So we can help you get this sorted I've sent you a PM which can be accessed here. If you could follow the instructions in the PM and send us your details one of the team will be with you as soon as they can.

Cheers,

Lee

[ValOrient]

I usually grow my rewards but today I decided to grab an instant reward, I decided on the Thorntons chocolates and fet as far as entering my name and email address to be emailed the voucher and click enter and get the following message:

Sorry, it looks like something's up with the Vodafone Freebee Rewardz site. Swarms of us are looking into the problem and we'll have everything back up and running as soon as we possibly can.

What do I do now? Have I lost my rewards points for this top up? I agree that Bonus bank should return.

[ValOrient]

I have just tried again, and used my old yahoo email address instead of my new googlemail one and it worked. Just waiting for the email with my voucher now.

[D_J_D_99]

It's been a while since I've posted on here. Back when I was trying to redeem my voucher, I spent a morning emailing Vodafone, and also using the live chat. During the live chat conversation the person I spoke to said that there must be a problem with the page in question (the confirmation of details page) and that it would be looked into. Later that day I eventually got a phone call from a member of staff who redeemed everything over the phone for me, and then pointed out in a very condescending tone that she had used internet explorer to redeem the code on the same webpage that I would have to have used. I found this to be quite insulting, as she by saying this and doing so in the tone of voice used implies that I don't have a clue what I'm doing. Obviously this isn't the case as since I've returned to the forums, I have found that this topic has sadly grown, when I thought that the issue had been resolved.

I've since grown enough points to receive another voucher, and once again opted for the £10 Burton voucher, as I want to use it for a gift for someone. I entered all of my information as I did the first time, expecting that when I clicked the button on the confirmation page that everything would work fine this time, as after all these months, I had had the issue resolved, and I received my first voucher.

Once again, when I clicked on the yes this is right button, NOTHING HAPPENED!

I've since tried this using different web browsers, and different computers to see if that is the issue, again, nothing.

I hate to think that I'm back at square one with this, as it took me four months to get the first voucher sent out, and I really don't want the same thing happening again. Is there some way that someone can look into this using a computer that isn't connected to the Vodafone system, if not, is it possible for someone to check the webcode for that confirmation button? As it is, I'm emailing customer support over this again as we speak, and looking for the live chat.

I understand that this is supposed to be a rewards scheme for loyal payg customers, but even then, this feels like poor service.

[Lee]

Hello D_J_D_99,

Many thanks for your post. I'm really sorry that this has happened again.

I've sent you a PM which can be accessed here. If you could follow the instructions in the PM and send us your details one of the team will be with you as soon as they can.

Cheers,

Lee