26-07-2012 06:02 PM
I am absolutely appalled by Vodafone's customer services. I have spent hours on the phone since the 4th July being passed from pillar to post because I can't get signal in my house. Vodafone's response: 'We're raising it with network services..'
I'm sorry but this is clearly inadequate when the issue has been 'raised' three times in the space of two weeks. When I tell them that I'm paying for a service that I'm not actually receiving (we have two vodafone contracts in the one house, so times 2) they suggest I switch to 2G as though this is a new innovative solution. It's not. If 2G worked that's what I'd be using.
I am absolutely sick of spending hours outside on the phone to customer services only for them to promise to 'call back'. In inverted commas because not once in the five times I've been promised a call back have I ever received one.
Today, having called 3 times for a today of 2 and a half hours (I'll never get that back) I finally got through to a manager who assured me he'd call back, leave a voicemail and keep trying until 8pm. Not only has none of that happened but after promising to leave his name on the account completely vanished into thin air.
I used to work in an Orange store and had access to their customer services on a daily basis, they were a thousand times more helpful and actually willing and able to resolve issues.
I absolutely cannot wait for this contract with Vodafone to expire, what a joke.
26-07-2012 06:10 PM
Hi esashton - good to see you on the forum!
Sorry you're having a signal problem - have you checked the Faults Board to see if there are any known issues? If there aren't, please complete the Network Troubleshooting Guide and post the results back so that the eForum Team can take a look into the problems for you.
26-07-2012 06:12 PM
Callbacks never happen, supervisors are never available, customer service agents don't do what they promise to do and I am left out of pocket.
I am completely sick and tired of listening to empty promises and being read meaningless quotes from a script trying to placate me. I just want the problem resolved and my money returned to me.
In my job if I didn't respond to serious issues and client complaints within 24 hours and took money from a client account without permission I would be done for gross misconduct and theft.
26-07-2012 06:34 PM
Thank you for your post, I understand that this is frustrating and we would love to assist you with this.
If you could follow the suggestions drey_p (Thanks), once we have this information we will be able to investigate this for you.
Thank you for your post, it sounds as though this is a different query however I understand that you have emailed us so I will take a look and will be in touch shortly.
26-07-2012 07:19 PM
Vdafone are 100% not responsible for signal penetrating into your home, if the signal outside is fine then Vodafone's service is working perfectly fine but for whatever reason, y=the signal will not penetrate your home, this is usually down to old buildings having very thick solid walls etc or new buildings having tons of energy efficient lagging filling wall cavities.
The only option to improve this (unless a network fault has occured) would be to purchase a Sure Signal box (which connects to your home broadband and provides a 3g signal boost) from any Vodafone store.