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[theniallk]

Am happy to say that after a long 8 months my issue has finally been resolved. Thanks to Dave, Holly, James and Jenny who have spoken with me over the last 8 days. A very professional team and very helpful and quick to call in the experts when required unlike some of their colleagues. Has gone some way to restoring my faith in Vodafone :-)

[DaveCD]

Hi tango16

Thank you for your post and I am sorry the link has not worked for you.

I have a better alternative however and to get the ball rolling I have sent you a Private Message which will put you directly in touch with the team once followed.

You can find your PM inbox here.

Hope to hear from you soon.

Hi theniallk

I am so pleased to see that your query has been resolved and that your faith in Vodafone has been restored, if you have any further queries please do not hesitate to post and we will gladly assist.

Many Thanks

DaveCD

eForum Team

It would be amazing if you could take 30 seconds to complete a quick survey to aid my development.

[tango16]

hi dave,many thanks for your help, this upgrading matter has now been resolved with help from you and a chap called IAN who listened to what i had to say and dealt with me in a very professional and friendly manner,my faith in customer services has been restored and am now the proud owner of my samsung nexus,thanks once again and if you see or know IAN give him a pat on the back from me  

[peks636]

I am nearing the end of a very frustrating contract with Vodafone. 3 months into this contract my blackberry started freezing I contacted and even went into a shop, however as I had not taking insurance they were unable to supply me with a loan phone. I felt that yes if my phone was lost, stolen or damaged then this would be an insurance issue. But the fact that it is purely that the phone is rubbish and no matter how many times you change or update the software the touch screen continues to freeze. Not very handy when you need to answer calls. I work offshore and turn my signal off when I go offshore and for two blissful weeks my expensive alarm clock works no problem. I say expensive alarm clock as that is all it has been for the last 15 months. To go on top of the poor customer service that I feel Vodafone provides I have been waiting eagerly for my upgrade. Deciding not to go for the early upgrade option last November/December and waited for the upgrade date that now showed on my online account as. 25. February. In line with vodafones current performance this date has now changed and no one I replying to my emails. Two months ago Vodafone phone managed to take a double payment for my monthly bill ( for which I was blamed by the customer service ??? ). Being reasonable enough I did not demand a refund and just agreed to leave my account in credit. The next month I did not receive my online bill as my credit covered it, the month after different story. I never received my monthly bill ( I have checked recycle bin and inbox it never came) . I was offshore at the time billing would have been due but every day rolls into the other out here so I never really thought about what wa happening with my expensive alarm clock. A few days after getting home I tried to phone someone, and my phone was not working. Thought initially it was just playing up as it normally does. No Vodafone had barred my calls. No thought to email,text or maybe phone me (if it worked that is) and maybe remind me there had been a missed bill, that was not entirely my fault. I love the fact that Vodafone gets me a signal where other providers fail, which is really important to me as I can go away at any time to any place. But could I suffer another contract with a company, that looking at these forums is quite clearly incapable of looking after its customers? Greig

[Ian_C]

Hi peks636,

Many thanks for your post.

I’m disappointed to read about your experiences and we’d like to see if we’re able to help with your upgrade and look at your account.

I’ve sent you a private message with details of how to contact us if you do need any help with this.

You can find your PM Inbox here. If you can't access this link, please ensure that the box next to "Turn on private messages" is ticked on this page, and let us know if you need any further assistance.

Let me take this opportunity to show you how Vodafone like to say thank you; take a look at VIP.

Cheers

Ian

[ayrfan]

I would just like to add my comments re customer service. I was going to say non-existent customer service but unfortunately they do exist although they are completely unhelpful and they seem to forget that we are customers.

I have had a contract for several years however in the last 18 months I moved house and needed to get Sure Signal box, since this I have had longterm connection problems, never the box thats at fault always my broadband or occassionally a "service issue" with SS however this is a longstanding issue. I also have had problems with phone freezing regularly howeer when I speak to customer services they are always unhelpful, dismissive, say its my fault, accuse me of lying, in fact anything other than deal with the problems at the time. When I speak with someone in foreign call centre who's first language is not English I get accused of being abussive, rude etc when trying to put my issues across. I thought it was only me who had these issues however reading this I now know I'm not alone.

My contract has a few months to run however when it ends I will be going to T-Mobile with whom I also have a contract for my son and they have excellent, helpful customer service staff who value my custom and are actually encouraging me to take a further contract with them.

I wish to point out that the only helpful staff within vodafone are the guys here on the forum who have addressed previous issues successfully.

PS DO NOT CONTACT VODAFONE VIA SOCIAL MEDIA FOR ADVICE OR SUPPORT ISSUES AS IF YOU HAVE TO RETURN TO CALL CENTRE THEY SAY YOU HAVE NEVER RAISED THIS ISSUE BEFORE.

[Neat]

I recently ordered an upgrade an iphone 4s through Paul Pankhurst the customer retentions manager who was absolutely brilliant.

I decided to change my upgrade from an iphone 4s to a Samsung Nexus I just wanted a straight swap within the 7 day period, I did not use the iphone 4s,

I spoke to Vodafone customer care today, they said to change to the Nexus I would have to pay £39 or £30 which I disagreed with as the iphone 4s is more expensive than the Nexus, they said they would see what they could do.

Customer Care promised to phone me back within 1 to 3 hours, I wasted my time as they did not phone me back at all, instead they kept me waiting in all day, which cost me money as I am extremely busy!

 I have had to phone them 7 times, it’s disgraceful.

 I asked to be put through to Paul Pankhurst but they would not put me through to him, I know that he would have sorted it out immediately and will be disappointed that I am leaving.

I am absolutely disgusted by the way I have been treated today, all I wanted to do change my upgrade within the 7 day period, it’s been so frustrating.

It’s amazing that Vodafone are prepared to lose a customer for the sake of £30, who has been with vodafone for 18 years and has 4 phones on contract and is a high user and spent thousands!!

I have therefore giving notice to cancel my new contract on my number ending in 233, and also to cancel the new contract on number ending in 539, then next year I will cancel my other 2 phones.

 What on earth has happened to Vodafone customer care its a shambles !!

[Wayne]

Hi Neat and welcome to the eForum

I’m sorry to hear about the problems you have been having with getting this sorted.

If you like, we can sort this for you as soon as possible. If you would like us to have a look at things, I’ve sent you a private message with instructions on how to contact us directly.

You can find your PM inbox here

Thanks

Wayne

[Neat]

Hi Wayne
Thanks for your quick reponse
I've looked in my private messages but did not receive your message

Kind Regards
Neat

[Wayne]

Hi Neat,

Sorry about that, I've sent it now.

Thanks

Wayne

[webster85]

I've been experiencing very poor signal problems in my area - this has been an ongoing problem for the last month or so. I've contacted the customer service team on various occasions - and I have to say the excuses they came out with are fantastic! So far I have had:

Poor 3G signal in the area and to keep to switched off

Upgrades to the network due to the Olympics (that was when i went into my local store)

transmitters in the area being down and engineers are on site trying to fix this.

Its got that bad that I went to the Apple shop (my handset is the iPhone 4s) and they replaced the handset without any arguments to eliminate the possibility that could be the cause of the problem.

Its got to the point where I am on the phone to an agent who tells me the network in the area is fine, to at the same time talking to someone on their live chat and they tell me there is a limited service in the area (I printed and kepy copies of this).

I want to cancel the contract and give Vodafone back the handset, however they want to charge me £500, however for this to be possible I have to email them because they can't do this over the phone - and surprise surprise I've had no reply although I have received the automated message to say they have received my complaint. I refuse to pay for a service that I am not able to use and the £15 good will gesture is not adequate for the number of problems and amount of time I've had to spend on the phone - landline because my signal is that unreliable.

Im fed up of being pushed from pillar to post! The customer service agents are like robots and continuously repeat themselves, I just want to reach a satisfactory end to my problem and not use Vodafone again!!

[Magicman13]

Vodafone are upgrading thousands of base stations in and around London in preperation for the increased footfall across the network during the Olympics. So not an excuse but a valid reason for the problems.

If the 3G service is down on a cell site then switching to 2G will work but would limit access speeds to mobile internet as connection would be via GPRS only. This is a perfectly good piece of advise if the 3G cell is offline.

Vodafone do have network failures at times through a multitude of reasons, as do all networks.

These are not just a quick fix and sometimes take weeks to resolve.

All i would suggest is be patient and wait until the service is back online, at which point i'm sure Vodafone will compensate you for the period in which you have had the limited, if any, service.

[James]

Hi webster85,

To be honest we are currently investing over one million pounds everyday in upgrading and maintaining the network all over the UK however there is times where there could be an outage due to the nature of mobile technology.

If you can let me know your full postcode I will be able to check the local sites for you to see where the issue lies.

James

[Neat]

Hi Wayne

could you ask Phil to call or email regarding WRT135 FAO Phil [#8906270]

thank you

Neat

[Dave]

Hi Neat,

Phil isn't in the office today, but I've checked and we have your emails in our queue.

We work the emails on a first-come first-served basis, so someone will be contacting you back as soon as we get to yours.

Dave

[Neat]

Hi Dave

Is Phil still in the office ? he rang earlier, could you ask him to ring me asap

thanks

Neat

[Phil]

Good afternoon Neat,

Thanks for taking my call this afternoon.  I’m glad everything’s now been resolved for you. 

You know where to find us if there’s anything else we can help with in the future.   

Many thanks,

Phil

[Neat]

Hi Phil

Thank you so much for your help which was exceptional, I explained the problems and you sorted it out smoothly and swiftly, also thank you to the rest of the Web team who responded to my posts so quickly,

I think that the Vodafone Web team should train the Vodafone customer services team on how to treat customers then Vodafone would not have any problems, perhaps you could suggest that to them.!!

Thanks again

Neat

[Phil]

Hi Neat,

Your welcome and thanks for your kind words. 

I've fed back all of your comments to the powers that be.  Don't hesitate to get in touch if there's anything else any of us can help you with. 

Take care,

Phil

[dghackett]

I too phone customer services a few weeks ago about getting a new phone. I was told that I was not eligdable for an upgrade for another few months. I explained that the phone that Vodafone had supplied last year was returned 3 times as not fit for purpose and onthe last time they sent one to me I had refused to accept the package. Customer services said they would check into this and get back to me. Ha ha ha still waiting two weeks and NO return call. I will suffer for the next few months and then after 10+ years of vodafone I will migrate to another network. I could just stop the DD's but then I'll be bullied and get my credit rating ######.