24-02-2012 09:17 PM
I have been a customer of Vodafone for more years than I can remember, was fairly satisfied about my last upgrade but not this time.
I logged onto my account earlier this month and was informed I could upgrade from 10 February 2012, but couldn't find the phone I would like (Samsung Galaxy S2 - a great phone that my wife has and several of my colleagues at work do too) on the online upgtades offered. I rang 191 last week to ask about the upgrade options and was advised to ring back on 1 March as the online upgrades were available from 90 days before end of contract but phone calls could only be done from 70 days and the upgrade team may have access to better offers by then (wasn't too happy but thought hey its only 10 days I can wait that long).
Today I logged into my account and the date for upgrade has changed to 21 March, I rang 191 and spoke to a lady in an off shore call centre who to be honest made me feel like I was lying about the upgrade date, eventually she relented asked what phone I was after and when I told her said nice phone and she was going to get a manager to ring me back within 24 hours as it was 15 minutes to the end of the shift (or something like that) and upgrades were now closed (only work business hours) but I would get my upgrade. When I persisted and said I don't mind waiting (as I am pretty busy tomorrow) I eventually got to talk to Moosa who explained things and after a lot of checking said he would put me through to upgrades (who according to the earlier agent were closed).
The helpful sole in upgrades then explains I can't have the S2 on my tariff (£26 per month) only at the least £31 per month - it wasn't available on that tariff!!! I explained that my wife is on that tariff (and that she did have to pay £27 to get the phone) and that my boss at work has just received an S2 from Vodafone and his tariff was reduced to the same tariff I am on. the upshot is I can't have the S2 on my tariff - it isn't possible so why do I know two people on it then.
All I would like is the S2, which although is a popular phone is due to be superseded by the S3 soon on £26 per month, not a lot to ask. BUT WHAT REALLY GETS MY BACK UP IS THE LACK OF DECENT SERVICE AND CHANGES TO UPGRADE TERMS (which admittedly are discretionary) WITHOUT ANY EMAIL, TEXT, ANNOUNCEMENT TO ME EVEN THOUGH MY ACCOUNT ORIGINALLY SHOWED I AM ELLEGIBLE TO UPGRADE.
I don't need this stress, Vodafone used to be a pleasure to deal with but not any more, my wife had trouble when her phone developed a software fault and Vodafone were initally unhelpful as we didn't have their insurance - it was a fault on the phone for goodness sake we (i.e the customer) should not have to have insurance for this.
Don't foget that if all your customers vote with their feet and move to a different service provider, you don't have a company any more.
I think I will be letting my contract run to the end and then moving to a new company, unless Vodafone wants to keep my custom - the ball is in your court Vodafone!!!!!!!!!!!!!!!!!!!!!!!!!!1
24-02-2012 10:20 PM
Just to add, don't even expect a reply as there are so many complaints about the poor way this has been handled mine is just one of many.
24-02-2012 10:27 PM
True that, I think Vodafone are going to lose a S**t tonne of customers, But that seems to be their intention as they are overloaded at the moment, the service has become sluggish and the customer service is being stretch to the max.
24-02-2012 10:39 PM
they have quoted the main reason for the change was the unpopularity of the early upgrade "terms" - you had to add your remaining 6 months commitment onto your new agreement (possibly taking you to 30 month commitment), AND then pay a premium for the handset (in some cases this was a 3 figure sum)...
24-02-2012 10:49 PM - edited 24-02-2012 10:49 PM
_365_ if you read my post in full you will see that my issue is with the cr@p customer service, i.e the left hand and right hand not knowing each other even exists, the making the customer feel you think they are lying, the saying one thing and then another agent saying you can't event though you know two people on the same tarriff as you with the phone (one of which you sorted for them).
I don't mind paying a small sum for the phone, but to be offered a refurb or nearly new, when the two people I know have new phones is a bit of an insult at a higher tarriff.