10-02-2012 04:16 PM
11-02-2012 03:32 PM - edited 11-02-2012 03:36 PM
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.
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.
It would be amazing if you could take 30 seconds to complete a quick survey to aid my development.
15-02-2012 09:21 PM
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
26-02-2012 10:24 PM
28-02-2012 12:38 PM
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.
15-04-2012 04:33 PM
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.
23-04-2012 03:30 PM
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 !!
24-04-2012 01:53 PM
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
25-04-2012 04:23 PM
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!!
25-04-2012 05:40 PM
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.
26-04-2012 11:11 AM
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.
06-05-2012 05:34 PM
09-05-2012 03:35 PM
10-05-2012 03:44 PM
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.!!
10-05-2012 04:52 PM
16-05-2012 08:46 PM
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 ######.