Pay monthly services

[Lilpop1988]

Having lost my phone at a wedding on Saturday night, I rang up Vodafone and told them that I had lost it and that I would like to make a claim on my insurance, went through the process told them my IMEI number which I read off the box my phone came in so they could block all usage and start processing my claim, and was told it would take 1-5 days which is fair enough. However, I have just rang up today four days after reporting my phone lost and was told that I gave the wrong IMEI number and my claim would take another 1-5 days to process. I’m extremely irritated that the person I spoke to said that I had gave the wrong IMEI number when clearly I didn’t, as I had read it off the box my phone came in!! I am not an incompetent person, which is basically what the person dealing with my complaint was insinuating. Why should I have to wait another 5 days for them to sort my claim when it was their lack of competent technical skills that meant they did not have the correct IMEI number in the first place! It is disgusting that we are made to wait up to 5 days in the first place, but to be told that I have to wait another 5 days is a disgrace, because of reasons that were no fault on my part but the fault of the Vodafone Insurance Department. If they had the correct IMEI number to block my phone from usage and all calls, then why on Earth do they not have the correct IMEI number to deal with my claim! I do not pay £12.99 per month to wait for what could be 9 working days for a new phone, and to be treated like an inept person. If this does not get sorted promptly I can assure you that if this does not get dealt with in an efficient manner and timescale then I will be leaving Vodafone when my contract runs out at the end of the year! It is a disgrace!!!!

[Lee · Accepted solution]

Hi there Lilpop1988,

Many thanks for your post and welcome to the eForum.

I'm really sorry that this has happened to you. I can imagine this is hugely frustrating for you.

I'd like to take a look at your account to see what's going on with this. It could easily be a simple typo that has caused this delay in your insurance claim being completed but I'd like to get to the bottom of it.

I've sent an email to your registered eForum address; if you could do me the favour of replying to that email with the requested details, we'll see what going on and do our utmost to rectify it for you as soon as possible.

Kindest regards,

Lee

eForum Team

[geordiejamie]

Knowing my internet usage abroad I was happy to have a £100 data cap outside of Europe. Went away for 2 weeks to America, received a text message to say I was close to the £100 limit, and the next day, I had hit said limit and could not access any data services. Back home, phoned customer services to let them know I was back in the UK so I could benefit from the free data in my plan, to find my bill was £240. Spoke to various people around the globe (this is not a complaint on their service - I trained staff in Budapest for a contact centre and know what sort of hassle they get for not being English) but have received some truly atrocious replies. 2 weeks down the line and I'm no nearer to getting this resolved, no body will take ownership of the complaint and despite it being passed to their 'concern department' One lady on the phone even said although they do have the data cap in place, its 'not very reliable, and we can not always confirm how much data is being used' - if this is true, how can you confirm customers bills??

[butferg]

Customer service with Vodafone for me anyway has been very good until June this year, I was going aboard and wanted a more user friendly email phone opted for the Galaxy S2, early upgraded on line and paid the fee.

I had an email to state that it was being processed, then another with a delivery of 4 weeks!!! To pay close to £80 then wait 4 weeks was not worth it, so I cancelled it had confirmation via email.

The problem started while away I was charged £43 + VAT for my tariff instead of £30, my tariff online showed £36.14 and I was unable to upgrade until 2014!

And so over the last two weeks the long slog of sending emails with no replies, online live chat with people who promise everything and deliver nothing. Rang 191 spoke to a representative who did change back the upgrade date but not the Tariff as promised.

Told I could upgrade today, can’t it won’t process on line so more online chat, chasing the refund but that still is not showing on the account etc.

I just feel there appears to be so many people in so many departments handling problems it bite size chunks and nobody sits there and looks at your problems and goes through the whole issue from start to finish and resolves it!

I have forgotten how may years I have been with Vodafone and as I have said before I have never had these kind of issues, it seems the reliance on technology and foreign call/information centres are paramount to keeping down costs but at the same time alienating their customer base.

I may just see if the grass is greener over the fence, call me old fashioned (at 47 I most probably am) but the “Customer is King” slogan is a far forgotten memory!

[Matt]

Hi Butferh

You have already posted this and can be found here

As soon as an advisor is available they will be along to help.

Please do not discuss the same issue on multiple threads as this may be classed as spam which is against our T&C's.

Thanks

Matt

Moderator

[butferg]

Really? okay feel free to remove my account and posts from the forum.

[dave8880]

I am with you on how poor customer services are.

I have sent my phone back 3 times for repair. On the third time I was told by the customer service team I would get a certain phone. Once I had returned the phone for repair they then tell me |I can't have the phone I was told I would get. I have requested the recordings of the conversation but have received nothing and emails are just going back and forth with no outcome.

This is dragging on and on and going nowhere.

I have been a customer for years and am getting treated with no respect. 

What does not help, the emails have gone back and forth 10 times and each time it has been replied to by a different operative.

Customer services gives me no confidence in Vodafone and just make me want to leave and go to another operator. There are plenty out there that want our money.

[neil2009]

i have had same problem i upgraded with them as had problems with my old phone that i had and they allowed me to upgrade to the new one which when i got it was faulty so sent it back and recieved a new one which was faulty also so when i spoke to advisor i was told did i want a new one and i said i would like the old that i had before back but as they didnt have that model anymore i had to pick a new model and make which i chose galaxy s 2 which is ok, but after speaking to a manager and was given some information to use i tried but when i did was told a completey different response by the buy back tea.  so i complained and was told they would have to listen to the conversation and would take up to 10 working days so i gave them a call a week later to be told that it was still being investigated and i would recieve a call back in a couple of days so i waited and then rang them back two days later to speak to two different advisors who told me two different things, i then recieved a call from a manager i think so when i answered he told me that i had requested a manager to phone me, which i hadnt and wanted a response for my complaint but all i got was we dont give out responses regarding complaints we only give feedback to them if required, i wasnt best pleased, and am regretting complaing about old phone and even more so staying with them, now have to wait two years til contract is up. and seems like they not all reading of same page with one person saying one thing then someone else saying another.

[Lee]

Hi there neil2009,

Many thanks for your post. I'm sorry that the advice given by our advisor didn't match the advice from the Buy Back team.

So we can investigate 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

[neil2009]

i have already had a reply off a manager on wednesday nite which i wasnt happy with and my complaint has already been investigated by vodafone by listening to the calls and after being told i would get a call back to let me know about it, i was told on wednesday nite that vodafone dont let customers know about complaint it just gets done internally and only if required yourselfs would give feedback or contact me for feed back, but for the three calls i made/recieved all i heard was the word FEEDBACK i will contact you with information needed. but dont think it will go any further

[mofidi]

Welcome to Vodafone! "I will personally get your details and investigate and report back" you won't hear from the tech guy again and if you do it would be to say that you are at fault. They sell phone insurance. This is why damaged or faulty or lost phones have to end in tears so next time you get insurance irrespective of who is at fault.

[mofidi]

But it is not spam when you get the same bs from the so called mentors!

[neil2009]

well i am waiting for a call back to discuss the matter and ive never heard of you before so i will wait for vodafone to contact me as dont want anyone esle apart from someone from vodafone to ring me

[James]

Neil2009,

I understand that you were contacted by Holly yesterday to discuss this further.

If you have any other queries, please let us know.

James

[neil2009]

yeah i spoke to holly about the issue and about the level 3 scout that had posted on here for my posts and she was going to report it to the moderator to get it removed as didnt seem official after he said that no one form the tech team would be contacting me and that he would get the details and sort it out himself, but just noticed that its still on but thanks for help, i have rang up today regarding my phone battery and its been going down a bit quick charge it up yesturday and woke up this morming with it saying please connect charger, was told over phone there isnt any issue that you are aware of and i took it down to store and she checked it and put it in a custom saving mode to see if that would help, as if it doesnt i may have to send it away to get checked, so will have to be after hols if there is still a problem