09-05-2012 09:09 PM
Over 3 weeks ago my phone broke and having insurance i contacted vodafone who said that i had to take the phone to a store where they will either try to fix it or replace it. A week later i went to collect the phone and was given a new phone but no battery as they said they didn't have any in stock. I was told i had to buy my own battery from amazon. After first getting a battery that didn't fit the phone i then got the right battery but have had so many issues with the phone. It keeps turning off, i can't use the internet, errors keeping coming up and everytime i try to do something on it, it reboots. Over the weekend both my phone and my wifes phone had no signal at all for nearly 2 days.
I have contacted vodafone several times where they have talked me through various steps to try to solve the problems but nothing has worked.
I have been paying my contract all this time but am not getting the service i'm paying for as don't have a working phone. Before all of this i had paid insurance for a year in the expectation that should something go wrong with my phone i would get a replacement but as yet this hasn't happened. Every time i phone vodafone, i speak to someone different and have to go through the same things each time. They don't listen and everytime i ask to speak to a manager i am told there isn't one available but one will ring me in 24 hrs. This never happens. 3 times now i have been told a manager will ring me but they don't. I have filled in 2 complaints forms online and had no response.
I have now said i want to cancel my contract but have been told i have to pay £100! What was the point in having insurance when i havent had a working phone for weeks now and all the while still paying my monthly contract!
09-05-2012 09:38 PM
These systems where one person makes a committment that another person will make a phone call never work - in my working days I used to refuse as a matter of principle. Anyway, it appears from this forum that the offshore call centre just use this as a ploy to get you off the phone, they don't really have any intention of calling you back - the general principle being to offer you no means of escalating anything through the call centre, you have to come here to do that !
To be honest these insurance schemes are pointless, you'd be much better off adding your phone(s) onto your household insurance. Maybe I've just been lucky but it seems to me that household claims are dealt with promptly and efficiently - for example my household insurers just replaced a £900 camera lens for me without even seeking proof of the ( genuine !! ) damage to the old one. In fact they only have my word that I own one at all ! As I said to the missus, it's a shame I didn't break the camera too........
10-05-2012 03:42 PM
Thank you for your post and a very warm welcome to the eForum.
I am sorry to see the trouble this has caused you and I can assure you that this is not how Vodafone would like any customer to feel or experience.
So I can investigate this further and look at our available options please follow the Private Message I have sent to you and either myself or one of the team will be in touch as soon as we can.
You can find your PM inbox here.
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