Pay monthly services

[Jimbo2012]

anyone else frustrated with customer services promises of call back?

mine started a few months ago, looking for an early upgrade, which wasnt't gonna happen, not a problem. 

but see trying to explain to someone that you didnt mind taking another contract!!! jeees! my only question i really had was, if i took another contract could i swop numbers ie new phone with my old number. couldnt get an answer to this because she kept on going on about i wasnt due an upgrade!!!! hahaha 

so i went to someone that did understand what i wanted to do and advised me of my options in keeping my number! Tesco mobile! they actaully managed to explain clearly what i could do!

well now my voda contract is due, do i cancel??? it pains me to say but up until this i havent had a problem, with mine, wife or sons phone. but a bitter taste sits in my mouth! more for the fact that when i complained about customer services i was told i was rude!!! i was just trying to get someone that had no idea to understand me!!! eh hold on, was that rude? hahaha.

and the fact that i've been phoned countless times now from the upgrade team, "do you want to upgrade, we want to keep your custom". then when you say "well i'm not to happy with what has went on....." "ok we'll get some one from customer services to contact you" still waiting.... and that is poor!!! 

thing is i'm at the point now were i've got to decide cancel or renew! i never wanted to move from vodafone, maybe its male pride!!! hahahah 

to make things worse, wife has just upgraded with a new iphone... well jel! (even though i tried to get her to move!!! she was having none of it! hahaha)

so whats the best option coz i feel i tried to complain and between being told i was rude, and customer services not being that bothered, i'm left thinking its no woth it. ha 

[Jimbo2012]

ok looks like i'll be leaving vodafone!! had a call back this morning. the first guy was quite happy to help me take my number to another network, and i had to explain again about my complaint and that i wasnt wanting to leave!!! god these people dont make it easy!!! so through to another department, "sorry nothing we can do for you" urgh frustated!!! hahahaha

[Martin]

Hi Jimbo2012

I am sorry to see that you haven't had the best experience when contacting our customer services team. But I am sure that I can help you with this.

If you can reply back to the email that I have just sent then we will be able to get in touch to sort this out together.

Thanks

Martin

[Jimbo2012]

Spoiler

hi Guys

thanks for your call on wednesday morning.

however you said that someone would phone me from sales after you had spoken to the, but befor 4pm that day.

well guess what, i'm on day three now and still no call back, is that acceptable?? or does it just reinforce my original complaint??

cant fault my call from you guys, you new exactley what i was originally wanting to do and how i could have achieved it. its a shame there wasnt more like you!!!

very frustrating situation now!

cheers

Jim

[Lee]

Hi Jimbo2012,

Please accept my apologies for this.

I'm afraid all the call back time slots have gone for this evening. Will you be available between 9am and 4pm tomorrow? If so, what's the best time for a call back?

Cheers,

Lee

[Jimbo2012]

hi lee thanks for getting back to me,

yeah i can be available tomorrow, but if the call is from the sales team i dont hold out much hope! hahahah 

Jim

[Jimbo2012]

oh well that says it all.... NO CALL BACK TODAY AGAIN!!! 

this is actually getting ridicules.

if i run a business like vodafone are doing i would have no business at all, like wise if i employed people that DO NOT do their job, they wouldnt be employed for long!!!!

very frustrated now, i dont know what the next step is... does no one at vodafone care that they are losing customers!!!!

[DaveCD]

Hi Jimbo2012

Thank you for your post and I am sorry this is frustrating you.

I will ensure that a call is made to you tommorrow as I am the only person in right now.

Many Thanks 

DaveCD

eForum Team

[ashkayuk]

vodafone is a rubbish business and thats why after next month i wont be with them any longer.

[Jimbo2012]

the guys on here seem to know their stuff. its only when they put you through do a different department it all goes pear shape!!!

its a shame really, and i dont know who monitors all the complaints, but surely they need a wake up call! 

and if i had it my way vodafone would lose three phones in my house! but its not, wife and son wouldnt let me hahahah 

[Lettuce]

I'd switch. I've been with them sine the last century, but have decided after a recent experience to switch. In Nov 11 I went to oz for a funeral. Last week I received a bill for £177. Whilst I expected a bill for roaming, a bill some 400% higher than normal is taking the mickey. I was in oz 5 days, I roamed for only 2! I have phoned twice and have gotten through to overseas call centres which has taken up to 30 minutes where I felt patronised and talked down to. I filled in an online form and then they came back with a multitude of questions which frankly is dumb. They didn't answer my questions which was the final stars which broke the camels back, I will switch to another provider ASAP. After umpteen years with VF they can go take a jump. Awful service, awful customer service and full of hot air.

[Jimbo2012]

well i have to agree to a certain extent there... 

i was annoyed october last year, but decided to give them another chance. the guys on here are good, they have always answered my questions and been sympathetic to my complaint.

but as i said before, when you have to deal with another department it all falls down!

and again i am left here dangeling by the balls, and i cant hang about for ever!!! hahah 

[Amanda]

Hi Jimbo2012

I’m very disappointed to see that you feel this way, I would love to help.

If you could please reply to the email that I have sent you then I will be in touch as soon as I can to resolve this for you.

Much appreciated

Amanda

[Jimbo2012]

hi amanda

im sorry to be a ##### to you, but i have already submitted the information you require to one of your co-workers.

and been assured call back after call back!!!!

this is turning into a soap opera!!

i have spent over an hour trying to contact you through vodafone call centre!! big mistake! i have repeated my name, number, address, postcode, shoe size and pedigree so many times now my mouth is dry!

i spoke to about 5 or 6 people who included one guy who was more than  happy to cancel my contract. i am sick of repeating " i dont really want to cancel my contract, i want to discuss a complaint and a possible upgrade!" which just gets me put through to the upgrade call centre. who cant really discuss my complaint but can offer me no deal on an upgrade..... thank you very much!!! i've even been transfered to the billing department who had no idea what i was doing being transfered to them. when asked to be transfered back to the person that transfered me there they had no idea who had!!! grrrr!!!!

so please, please, please could someone actually look at my information and the hundreds of crap i have wrote and just call me back!!! PLEASE!!!

i am exhausted after my dealings with vodafone today, and this has dragged on far to long!!! I DO ACTUALLY WANT TO STAY WITH VODAFONE!!!

i have not bee treated very well by vodafone, which just reinforces my original complaint!

thanks for any time you can give me

Jim

[Jimbo2012 · Accepted solution]

i would like to thank the eforum team for their help in this matter and i am pleased to say i am still a vodafone customer. all thanks to Ben. i was pretty annoyed yesterday and he managed to remain calm and sypathetic towards me. although he couldnt do much for me with the iphone tarriff etc, he gave me options and information that allowed me renew my contract. makes a change from talking to the robots in the call centre!!! thanks again guys!!!!

[Dave]

Hi guys,

Jimbo2012 - That is great to hear, and I will pass your comments on to Ben for you. The upgrades guys are a small team, so they can't guarantee a quick callback, but everyone who requests a call is logged and called in turn, so you're never forgotten.

ashayuk - Is there a particular issue we can look to assist with? If you let us know a few details we'll be happy to see what help we can offer in resolving things.

Lettuce - In order to discuss any account we'd need to confirm security to ensure we're speaking with the account holder. This verification is a legal requirement and is there for your protection, so if the questions you received were along those lines then they would be required.

I'll pop you an email so we can get your details in our team and look to see what happened and where the charges came from, which will allow us to address any issues we find. If you can reply back it will come straight to our team and we can get onto resolving this for you.

Dave

[Sam1203]

I've been trying to contact Vodafone via the "Email Us" section on the website but it has been down for days.  Is there an actual email address I can send an email to (ie help@vodafone.co.uk)?

[janeijane]

I am also desperate to contact Vodaphone, queries over the phone don't seem to get me anywhere and I've just typed out an email to be told sorry this service is temporarily unavailable!! Is there a direct email address I can use?

[Sam1203]

Same problem i've been having.  I am an extremely unhappy customer who has been called a liar by Vodafone, told one thing by somebody from Vodafone and then something else by another person from Vodafone and unless I get some answers and a satisfactory conclusion to my problem I will be leaving and going elsewhere.  Is there a direct email address that can be used does anyone know? 

Thanks

[Dave]

Hi guys,

We have a lot of information available online which can help with a number of queries, for example:

"My Account" help

Understanding your bill

Advice on travelling abroad

Help with Upgrading

Vodafone Sure Signal help

Mobile Broadband help

Frequently Asked Questions

If you are unable to find the information needed to resolve your query, can you explain the issue for us. If we can help you without needing to access your account then we'll do so here, and if we do need access then we'll send you an email to get the necessary details.

Either way, I'm confident we can help.

Dave