02-11-2011 04:27 PM
I have been with Vodafone for nearly 15 years and have three contracts running with them , and since August this year, when I had a call from Vodafone to upgrade my phone I have never known such rubbish customer service, firstly i was lied to about the tariff that was on offer to keep me from moving to another company , second the phone has never worked properly since i have had it, Vodafone said they would replace the phone and a new one would be delivered Monday so make sure someone is home to sign for it, i took the day off work and my phone did not arrive , the next day my wife stayed home and my phone did not arrive, i phoned customer service who said that i was told this by a college in Egypt and it is not their policy to give me a new phone, they will give me a reconditioned one, bearing in mind the phone was a week old , i said i was not prepared to accept this and would be taking it further, Vodafone said they were very sorry and would deduct two weeks line rental ( big deal ) for the inconvenience of me loosing a days work, that never happened either phone still does not work correctly to this day and i have had it since August have sent email after email to Vodafone and they say some one will get back to me , they don't and if they do it is someone new and i have to start all over again, however , i have luckily kept all correspondence to and from them and have all phone calls logged for my case. Next thing all my phones have stopped working and i can't make any calls at all, not even 191, so i try to log into my account and can't do this either, i am told i have not paid an outstanding bill and i have to call them on a land line,0800 number so i have to pay again, i inform them i have paid by direct debit for the last 15 years and have never missed a payment so i suggest it is your mistake. Again very sorry Mr. Howell we will rectify the problem, no worries only without a phone for 24 hours.One week later i receive a letter from Vodafone telling me i have an outstanding bill and they are going to cut me off,unreal. I am still waiting for a reply to my problems but feel it is never going to come so i have now collated all my information and am taking it to the ombudsman as Vodafone have done nothing to help me.Has any one else had any problems with their customer service or is it just me that is being discriminated against, I told Vodafone i will be canceling all my contracts and they said i would have to pay the rental till the contracts were up, not what my solicitor says though, he mentions something about breach of contract, Over all i am disgusted with the amateurish way this company is run and am very disappointed in the way i have been treated.
02-11-2011 06:17 PM
Good luck with it, Rich999!! At least you got the courtesy of a call, even if the service was awful afterwards. I had a simple billing query and couldn't get to speak to anyone. To add insult to injury I have received 2 calls from a robot asking if I was satisfied with the customer service. Needless to say they got zero out of ten...... It seems to be nearly impossible to get through to them on your mobile and I flatly refuse to pay a penny by calling on a landline. I have been a loyal customer with Vodafone for longer than I care to remember but once this contract is up I'm off somewhere else. I'd rather climb a mountain to get a signal than put up with this kind of service.
02-11-2011 07:15 PM
Had a call shorlty after posting this thread from Lee at Vodafone , within half an hour he had sorted everything out for me, its a shame it took Vodafone so long to find a guy that knows how to deal with costomers and to get things moving and sorted out.He has certainly restored my faith in Vodafone all i need now is his direct line, cheers Lee for all your help..
02-11-2011 07:27 PM
Hi donnieneen,i know exactly what you mean, have had real hassle the last couple of months, then i posted this thread and all has been sorted within half an hour, god knows why i didnt do it sooner, if you have any problems contact Lee on this forum , he was a great help and restored my faith in Vodafone, shame they arent all like him, cheers .
03-11-2011 07:00 PM
Glad to hear someone has a success story. I'm still waiting for a call. I've sent 2 emails but have not yet had any response. I even tried to contact Vodafone from a pay as you go sim card yesterday. The call was allegedly free although it would cost 25p to speak to a human being. There was 36p credit on the phone but I was told I had to top up first!!! NOT A HOPE!!!!!! The sim card is now in the bin. Maybe Vodafone will get in touch when they don't get my next monthly payment?
16-11-2011 07:33 PM
James, it was a pleasant change for me speaking to a human being rather than listening to an automaton. Other than that, it was a waste of my time. Here is my query for you - WHERE IS THE REFUND YOU PROMISED ME? Ten working days have come and gone but no sign of the money that Vodafone stole from me.
I will cancel my direct debit tomorrow morning and look forward to the ensuing battle.
18-11-2011 10:32 AM
22-11-2011 06:41 AM
I finally got my refund (although it took more than 10 days) and thought things would go back to normal. Then my latest bill arrived by email........ Back where we started! I'm still being charged for a satnav package that I don't have. Unbelievable!
11-12-2011 05:47 PM
Nearly 3 weeks since I posted and still no contact from Vodafone. No offer of a refund for their latest mistake. Customer service at it's worst. I cancelled my direct debit and look forward to the call when my next payment is due.
11-12-2011 05:57 PM
Be sure you understand what you're getting into here. You won't get a phone call. You will maybe get a text informing you your payment is overdue but I'm not even certain of that if you've been paying by direct debit up until now. Next, after you ignore that text ( or don't get it in the first place ) you will get cut off, so no more calls or texts until you pay. And when you are cut off that includes calls to 191, so you will then have to use a landline to call Vodafone in order to pay them. Unless they call you. Which they won't.
Good luck !!
14-12-2011 11:06 AM