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[MarkFincham]

I am tired of trying to get some sense out of a foreign call centre. They are very pleasant but totally unequipped to deal with customers and very hard to understand anyway. I want to speak to a UK representative...how do I do that?

[DaveCD]

Hi MarkFincham

Thank you for your post and a very warm welcome to the eForum. 

Please could you advise us of your query and we will gladly assist.

We have an excellent community that can point you towards most of the information on this forum and if it is an account specific query we can act upon this also.

Many Thanks

DaveCD

eForum Team

[MarkFincham]

I have two contract phones with you and both WERE due to upgrade in March... I have read the other posts here and it would appear that a great many people are VERY unhappy about some slipping upgrade dates being experienced so I guess I'm no different. I did bite the bullet and against my better judgement called the call centre to query this and had a very banal conversation with some poor guy trying to be helpful but in truth not understanding what I was saying. This concluded with his 'promised' that the new upgrade date would hold fast and he would text me this confirmation. I explained that I already had a text to that effect for both phones stating March but he couldn't quite grasp that...... I am now frustrated and quite angry that I have wasted my time and breath trying to resolve what should be easy. Ive tried emailing through the web site and get told after writing it all out that the service is unavailable, Ive written to the UK address and never had a reply and Ive tried live chat and I assume got the same call centre staff as their responses have been equally ineffective. I know you are a very big company Vodafone but your communication with your loyal customers appears to need a very big review. A great many people are not happy and I suggest that UK customers should have the right to speak to UK staff if they wish to or at least people that can understand you and you can understand them. I have already ditched another company for the same reasons and note that may companies now give UK call centres as a USP! Listen please...it will take a while I grant you but you will loose many loyal customers if you don't let us speak to you in a professional manner. I have been a customer since you were Vodafone Securicor in the 80's and I am now seriously considering ending that loyal support if I cant get a sensible and more importantly fair response.

[ionaf]

I would also like to be able to speak to someone in the Uk. I have called a number of times to discuss the fact that my phone is losing signal at my work place. First time was at the ems of Jan to be told that there was an issue with the may and that it should be fixed within a few days. The second thine I called, a few weeks later I was told that there was no problem with the mast and that it must be my handset, I did as they said and the signal continued to drop in and out. I was then told that Vodafone wouldn't guarantee my signal at my work place only at my registers address, me adding that I have a confound at my home address and need my mobile when out and about. I an now wondering if I can look at getting a new handset and this may solve the issue.
When I log in it says I'm due to upgrade on the 26 May 2012, is there anything I can do before this date?
Please help as its not much use having a mobile phone that doesn't get a signal!!

[MarkFincham]

Still no resolution??? Hello, is anyone out there that can help???

[jvdenning]

Vodafone UK seem to have really gone to town to ensure that the only people us mere minions (aka customers) can speak to are abroad, predominantly Egypt - this has become acute even in the past 6 weeks or so, as before that you could make it through to someone in the UK. THe only UK-based person who I have managed to speak to today (account problems described elsewhere) were the ladies on the Vodafone corporate switchboard who are extremely well-trained - to put us through to the Egyptian call centre (they say it's random which call centre you get when you are on the line to customer services but its a randomness with a minimum of1, a seed of 1 and a max of 1, and you end up talking to someone in Egypt.

I will concede that for 80% of the calls they get, the Egyptian call centre workers are polite, tehir English good and their service is up to speed. Woe betide anyone with an issue that puts you in the other 20% - and teh Egyptian call centre workers get antsy with you faster than most others i've encountered and will cut you off although admittedly the last time was, having been accused wrongly of bad language, I told the lady what bad language actually is....

[biffo1963]

"although admittedly the last time was, having been accused wrongly of bad language, I told the lady what bad language actually is...."

It must be my warped sense of humour, but that is shirley a candidate for Post Of The Day.   

[Wayne]

Hi MarkFincham,

Thanks for your post here. I’m sorry to hear of your experiences with our call centres in Eygpt. I appreciate how frustrating this must have been for you.

Whilst we cannot do anything about the change in upgrade dates, I’ll be happy to send you a private message with information on how to contact us, if you wish to talk about this further.

Hi ionaf and welcome to the eForum

Again, we’ll be unable to change your upgrade date, but we’ll be more than happy to speak to you further about the problems you have been having with signal. We’ll be able to investigate why this is happening.

You can find your PM inbox here

Thanks

Wayne