23-05-2012 01:40 PM
Thanks The Soup Dragon - they have not elaborated on what they meant by water damage if they meant that the charging port had water damage or if it was just that the strips activated. from the image as it is not in focus I myself cannot see anything, I can see that it dosn't look shiny like the new one, but does that mean that it is damaged or it is dirty or that the light is not reflecting on that part? without seeing an infocus image showing the damage all I can do is speculate. I'm sure that if bought a car and it was damaged but they wanted a photo as evidence i'm sure they would not be happy to get a photo that showed an area that is question out of focus and only focusing on a different are. Maybe they didn't send an image when they sent the phone back as they knew this shows nothing.
Your comments are appreciated though as all I want is to get a proper apology from Vodafone and also someone to actually answer the complaints.
23-05-2012 09:58 PM
Well another day gone and still the manager has not called back, should I be expecting anything else from Vodafone? I did get a message from a Mod asking for my details so hopedfully they will get someone to actually respond to the complaints. The only good thing that I can say is that Vodadone are consistent, that is consistent in providing bad service.
24-05-2012 07:33 PM
Just thought I would give an update to todays events with Vodafone - The Mod's did call as promised but unfortunately I was in a meeting. Hopefully they will call back tomorrow. I did get an email response from the web form I completed yesterday as shown below. Unfortunately the person did not address what I was asking, I asked in the web form for someone to come back to me on the previous complaints which are about customer services lying to me and guessing things rather than them reading the notes, I feel the below email clearly shows that Vodafone either do not read the notes or update them as they sent me the picture yesterday (even though you cannot see the water damage)
Why can't vodafone just respond to the complaint and tell me why the agents a) told me I was going to get a Photo prooving the damage then when I chased this Photo they said it was not possible and then when I spoke to someone else they sent a photo.
b) why the agents keep cutting me off as the query is too complicated and agents also where guessing the calls rather than listening to what I was saying or reading the notes, this is in regards to the agent who told me to cancel the repair I should simply not put it in the bag when they already had it and also that the repair was FOC when they had already charged me.
c) why the manager has not bothered to come back to me in regards to the above when he said he would look into it and call me back.
D) why Vodafone disvalue me so much that they do not treat me with respect and are only wanting to get rid of me.
I called Vodafone today after getting the below email, the first person said that he couldn't put me through the the person who sent it as they are a web team and they do not speak with customers, when I said I needed to explain that this didn't answer what I was complaining about (at this stage I transferred my phone to hands free) he must have notice the change in hands free and said he couldn't hear me and asked me to take it off hands free, I said OK 1 second and he said O.K (he heard this clear enough). he then either disconnected me or transferred me as all I heard was an engaged tone.
I called through to someone else and went through it all she said she couldn't transfer me but Vodafone apoligise for the bad treatment and offered me compensation, she asked what I wanted as compensation and I said she should suggest something to show how much I mean as a customer and how much hassle I have had from them - she then went on to offer me" 30 days free 0800 numbers or 30 days free Vodafone to Vodafone calls or more minutes or more internet" I explained that these are no good to me as currently I do not use half of my allocation so have no need for more and she said I have to choose one, When I said these do not compensate me as I will get no benefit from them she said I can have two of them. I had to keep explaining that I have no use for extra minutes or internet and she said well thats all Vodafone can give you, I then advised that I would prefer to have the complaints answered correctly and get the call backs as promised.
She said the manager who called me today (the Mod I assume) will call me back at the time I agreed she promised this (I have no doubt that the Mod will call back as so far they have done as they said but I did ask her not to promise on behalf of someone she has not spoken to, she said she can as they will call if he said so. Being very naughty and fed up of Vodafone promising things that they are not in control of I said well I asked them to call me at aprox 15 mins before this call and he didn't and she just said OH. I know I shouldn't have said that but she had no idea of what time I requested this manager to call me and for all she knew I could have requested a time that the manager was unable to call, hence she should not make promises without either knowing the facts or speaking to the manager.
I told her that we had better leave the call here and I will wait for proper response to my complaints.
Thank you for contacting Vodafone Customer Services.
I understand your concern with regard to your handset issue and I am sorry you're upset and unhappy, with this issue.
However, I can see that as your handset has been already repaired due to which our repairs team has informed that they are unable to send the photo for the same.
Firstly, I would like to inform you that Water or physical damage is not covered by the manufacturer’s warranty and upon receipt if the repair centre discovers that your phone is damaged due to physical or water damage then we will be unable to repair your phone and will return it to you un-repaired or inform you about the charges for repair.
Your understanding and co-operation in this issue will be highly appreciated. (if only Vodafone understood and co-operate with thier customers as they wish us to do so with them)
Sorry for keeping on and thanks for reading these posts - I just feel like people should know how Vodafone treat customers
24-05-2012 07:50 PM
Hi there bratchew,
That wasn't a member of our team the replied.
You currently have three separate cases opened for the same issue. This means having to deal with three separate channels. We replied to you yesterday asking for a convenient time to call. I expect we will be with you tomorrow as we work our email queue in the same way that we work our eForum posts.
Please rest assured that we will endeavour to resolve your query as soon as possible.
Also, it's probably best that you post in the one thread so we don't have to duplicate work. Duplication of work means that we may take longer to reply to posts.
24-05-2012 07:54 PM
Thanks for the reply Lee, If I here anything else from Vodafone I will advise them that I am waiting to speak with your team, you guys seem to be the only ones who know what they are doing.
Thanks for your assistance
25-05-2012 11:35 AM
just an update I have had two contacts from Vodafone today, one was a call and I hope he was not from your team as I could not understand what he was saying as the english was so bad, the 2nd was the email response below, whilst still not correct english I responded saying that whilst this still answers none of my complaints I am waiting on a member of the E-Forum team to contact me today.
I understand your concern about the repair of the phone.
I have checked your account and can see that your phone has been returned after repair. However, I can check that you have never received proof of damage and I apologize for the same. Also, I apologize for all the inconvenience caused to you.
Further, I can also check that we have credited £30.00 as goodwill gesture and to cover the repair charge. I would like to inform you that when there is a physical or water damage in the device, our repairs team calls the customer and advises about the chargeable repair. After getting a confirmation only, they proceed with the repair.
I trust the above information helps.
25-05-2012 01:15 PM
That call would likely have been from Customer Services as I've only just pulled your email today and tried to call. As I couldn't reach you I've emailed again.
If you can provide an idea of the best times to call over the next few days it will increase the chances we can reach you, so just reply back to the email with those for us.
25-05-2012 02:13 PM
25-05-2012 09:12 PM
Customer service at its best does anyone at vodafone communicate with one another after all you are meant to be about communications are you not? Its always the same can't call back not got a clue about your case make you feel like a valued customer. NOT!
26-05-2012 05:56 AM
Hi this is partly my fault as I made complaints through different channels as no-one was listening, despite this if they read and updated notes then they would know who was dealing with it and avise me of that.
28-05-2012 09:54 AM
Just a final update on this - Vodafone called back as promised yesterday- they apologised for the service that I have had and have promised to take the matter up with the people concerned (would have been nice to get a response confirming once invesitgated and the outcome) As a gesture of goodwill for all the hassle that I have had they have given me a months 1/2 price line rental.
Personally I have learnt a valuable lesson, in future I will send my phones direct to the manufacturer and hopefully get a better service. I have started to have some calls where people say they cannot here me. not sure if this is a problem with the phone or if it is the network I will have to see over a period of time.
Thanks for the help guys (Forum members & the E-Forum team - They actually speak and understand English one of only a few teams in Vodafone who can)