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.
The Email
Hello Wayne,
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
