15-03-2011 05:08 PM
Why can no one give me a sensible answer regarding this ? I am currently only 6 months into a 24 month contract on a Blackberry Pearl, I am wanting to upgrade to an I Phone 4, not really happy with the pearl. After a conversation with someone in Customer services and someone in my local vodafone shop the only reason they can tell me is that I am within a contract that I cannot get out off , even though if I complete my contact I will only be paying a further £300 to Vodafone , but if they allow me to upgrade I will be paying over £900 to them ??? This does not seem logical to refuse an upgrade? Although the staff at vodafone must have the spiel of the contact drummed into them because they can say little else, other than if they do it for one they would have to do it for everyone. I completely understand if it wasn't financially viable for them, although this doesn't seem the case ........ arrrghh .
15-03-2011 05:16 PM
If I read this correct, you have taken out a 24 month contract and just because you dont like the phone, you consider you should be let off the remainder of the contract agreement.
You have agreed and committed to a 24 month contract which is legally binding and has to be fully paid for right up to the end of the minimum term.
If you want an alternative phone when you are only six months into an agreement, you will have to purchase the phone at your own cost paying the full price.
Alternatively, you can always pay the early termination charge and you will then be free to start a new commitment.
15-03-2011 07:14 PM
15-03-2011 09:28 PM
16-03-2011 12:42 PM
if you are paying £17/month 6 payments would only come around £100 to come out from your commitment.
16-03-2011 01:25 PM - edited 16-03-2011 01:28 PM
16-03-2011 02:00 PM
You dont seem to get the point of this - maybe I didnt explain enough, I currently pay £17 per mth to Vodafone for my Blackberry , I would be increasing this to £30-£35 per mth and paying £200 for the I Phone.
Vodafone have already given you just 6 months ago a Blackberry Pearl worth around £150 and now even if you paid £200 for an iPhone that is yet another subsidy of around £300-£450 depending on the iPhone model.
When I last looked Vodafone was not a registered charity so why in heavens name should they dole out phones just because the customer made a poor choice of what was good for him or her?
As suggested why not take out another contract for an iPhone? Then try to find someone to take over your BB contract.
18-03-2011 07:34 PM
I think you are all missing the point he is trying to make here. He knows that he is in a contract, and he knows that he needs to pay £300 to finish the 24 months. So yes, he obviously knows what a 'contract' is.
So, why is he being quoted £900 to upgrade? Surely it should be £300, plus one off iPhone payment for whichever one he chooses, then carry on monthly?????? Or is that being too sensible?
I feel for you mate, I have had nothing but issues with customer services for over 2 years now and just seeing out my contract before i jump ship to O2. They dont answer my questions properly, they dont always answer emails all the time, and generally tell you what they are told to tell you until you get off the phone.
Good luck !!!
18-03-2011 08:04 PM
ok ok ok!! trying to follow this one but its seems as though some wires have been crossed..
correct me if im wrong but this is what i can gather.
- you took out a 24 month contract and have 18 months left
- you pay £17 per month
so £17 x 18 months is £306 <-- this will be the amount Vodafone charge you to terminate your contract.
As for the £900 you were quoted, thats a strange one?!?
The only thing I can think of is that your on a subsidised contract, did you get it from Phones4U or another independent store with a cash-back style offer, if thats the case then your contract is not £17 per month, but could be £25 or £30 per month and the retailer you took the phone out in has agreed to pay Vodafone the difference ..
.. the reason i say this is because £17 isnt really a standard contract amount..
keep the thread upto date and let me know if what I've said makes sense??
21-03-2011 09:16 PM
15-03-2013 09:20 PM
Let me tell you a story - unfortunately it's true - I just could not make it up but the upshot is that Vodafone's attention to customer services is just awful - they are interested in profit and nothing else it would seem, They say they are passionate about custimer service - this is simply not the case
In january 2013 I was using a phone that had such a bad reception that I swapped it for my daughter's much used Blackberry
Problem 1 - I contacted Vodafone - they directed me as to how to get my emails and ensured i was not on the service that cost me daily for email access- unfortunately I found out in the next month billing that they had done no such thing and i was being charged daily
Problem 2 - for the next day I could not get access to my text messages - it took me four phone calls to vodafone before the problem was corrected. The directions they had given me to get my emails and caused me to lose my texts
Problem 3 - I got my Feb billing and noticed it was high - I asked Vodafone why - see Problem 1 - i was on the wrong billinbg tariff and they advised me that I should not have been put on that plan but they offered me a new monthly plan - and they kindly offered to reduce my bill by £20 as a result of this wrong advice - i relented but of course since the £20 was a concession of their own poor service they should have not charged any of the bill other than my usual line rental
Problem 4 - I was having problem in March regarding the used Backberry - and I rang Vodafone to find out when I could have an upgrade- I was told it was 16th April 2013. However, I could have a replacement phone which would be delivered in the next day or two and would last me until my upgrade. I was told that this would be delivered in the ndxt couple of days and that this would mean that the problems I was having with my orginal phone and the used Blackberry would cease as I would have a brand new phone that would work, However, the customer services operative would ring me back in the next 10 minutes - the phone call never came
Problem 5 - After two days awaiting this call I decided to give Vodafone a call. I was told that I would not be getting a new phone and that I was given wrong information in Problem 4. I said I was no more confident in this advice than I was the original and I would not get involved in disagreemtns between Vodafone colleagues and i would want to speak to the person who advised I would be getting a new phone. I was advised that this person would be emailed for them to ring me
Problem 6 - 5 days later and this phone call never came
Problem 7 - I rang back and advised of problems 1-6 . I also asked them in light of the poor reception I was getting on my phone (hence the need for a new one) to call me back . I was advised that they could not ring ne back on my landline - I advised them this was not true as in Problem 4 I had recived a call back on my landline! i was told this was an inbound call centre and that it was difficult for Vodafone to make calls outbound. Yes - thats right Vodafone have trouble making calls!!!!!!!!!!!!!!!!!!!!!!!!! I advised them that I really could not give two hoots how difficult it was for them it was not comparable to the difficulty they were causing me and that they should call me right back. They did - and quite quickly = so much for it being difficult
Solution 1 - well the solution that wasn't but seemed lke it was! = I was advised that in light of the problems Vodafone had now recognised they had caused me that they would bring the upgrade date forward and give me a new phone. A contract was agreed and that the new phone would be delivered 15th March. I subsequently received a text confirming this agreed arrangement. I cancelled meetings and arranged to have the day off work to await delivery
Problem 8 - At 3.45pm on the 15th after taking the day off work and waiting all day I received a text from Vodafone being very pleased with themselves to tell me that I would be getting my phone on the 18th..........
Problem 9 - I rang Vodafone and told them in no uncertain terms that I needed to speak to a manager. i was advised by the person that he would speak to the manager - i asked that I wanted to speak to the manager and that they should transfer the call. He said he could not transfer me to the manager who was three feet away. Thats right Vodafone - communication giants - can't transfer phone calls - its probably the same issue as found in Problem 7 when they could not make calls out. Oh and by the way it was never resolved why the manager could not walk the three feet to speak to me!!!!!!!!!!!!
Problem 10 - I told them I was not in the mood to compromise and given the loss of a day's leave i felt that for the period of the new contract a £5 monthly deduction would be approriate. As it was a 27 month contract - this mweant that over 27 months it woulld cost Vodafone £135. I was advised that after speaking to a manager (who for some reason was still struggling to get to talk to me - perhaps the three feet distance was too great a distance to travel ). I was advised that their system showed a 15th March delivery. I told them that my system - that is my text - showed the 18th.
Problem 11- I was offered a refund on the first months rental of 50% - not sure whether this meant £7 or £13.75. To say I was speechless at the sheer affrontery - unbelievable - I used a day's leave at a cost of around £300 and I ask for less than half of this as compensation and i get offered a measly sum. And they think they have been reasonable too! I wonder what planet they live on? its unfathomable. I asked for justification
Problem 12 - I get the justification for the derisory offer. I was told "Well you only have to wait another couple of day for the phone". Words are now failing me. They just don't get it. I used a days leave and now they want me to use another and now they are only viewing the matter as a slight delay failing completely to understand the incovenience and cost in time. I cannot work out whether its arrogance or stupidity. This response was really adding insult to injury and made matters worse (if they indeed could be). so basically when they say a delivery day they think it reasonable to ask customers who have already been given horrendous service (so much so that in recognition of the poor service they have given me already they make concessions) to take any number of days off and when they do break commitments well lets keep anyone who does have a gripe a mimimal sum that is in no way commensurate to the problems caused. But hey why they should give any concern to customers - when the defualt position of Vodafone appears as thislets keep treating customers with contempt and with disdain. Much easier to lie to them, mislead them, disrespect them, break commitments, and then insult them.
Solution 2 - If Vodafone want my business I am now asking for more than £135 from Vodafone - I doubt if i will get it because that would mean them treating customers fairly and actually being 'passionate about customer service' in practice and not just providing empty words and even emptier gestures.
This is a true story - Vodafone - are you proud of this?
16-03-2013 01:56 PM
We’ll need to look at your account to see exactly what’s happened so, to get the ball rolling, I’ve just sent you a PM.
You can find your PM inbox here. If you can’t access this link, please ensure that the box next to “Turn on private messages” is ticked on this page, and let us know if you need any further assistance.
If you can follow the details in the PM, we’ll be in touch as soon as we can.
16-03-2013 07:21 PM
You may recall that yesterday that I wrote a long post detailing a number of problems that Vodafone had caused me.
I hope for a solution but am yet to get one.
Although today I can add another problem that is - i was advised yesrday by Vodafone that they woulld escalalrte my problem - this is the guy who can't transfer calls to his mnager by the way despite the fact that sits "three feet away". Any way the upshot of the escalation is that I am told i would get a phone call back in 24 hours. True to form they did not ring me in 24 hours. Yopu have to givve Vodafone credit for consistency though. Consistenlty miserable standards, that is.
But as I know i would not get a call back I had sent an email - you are going to like this. i got an email back asking me to send them an email with a code. i have done,
But the best bit is that the foot of their email is a warning that under no circumstances should i reply to their message. i can do a lots of other things but as they are busy do not reply - and then guess what - straight underneath this message is a nice little button they have placed for you to click on and on that nice little button you can click on is a message and it reads - REPLY - that's right they are asking you to click to reply to the message that contradicits their own direction one sentence earlier that you should not reply to - you just could not make this up. What a shower. Any way until I resolve this matter I will daily place mesages on here revealing what shameful service Vodafone deliver to its poor customers
17-03-2013 04:15 PM
Thank you for your reply - you may note the growing number of people who have read my post - this may assist your decision making - and indeed the speed of your response - I have aske you to call me but you appear to have ignored this request - thus, i will be making another post later today (and asking for a further refund) if if I do not get this matter resolved beforehand
Ball in your court I'm afraid
17-03-2013 05:25 PM
well - here we are - another 24 hours passed - and still no phone call!
Perhaps Vodafone are in a different time zone as well as another planet
I did a get text message - saying from Andrew who says he will be with me as soon as possible. Great - I'll wait in.
Although he doesn't say when - which is perhaps as well as he has probably worked out that if he gives me a time he knows he won't meet it ansd in so doing that he meets the now expected standard of service from Vodafone and he will simply break the deadline. so he proopably thinks "give him a soon as possible" message in a vague sort of fashion so that he can't be accused of any deadline breach but he can be accused of vagueness - lesser of two evils I suppose!
I read the responses of Vodafone customer services - why do they insist on that title by the way when its a clear misrepresentartion. The reponses by Ann were clearly horrific in terms of trying to satisfy customer concerns. Perhaps she was having a bad day or perhaps she had yet to go on a customer service training course before she was assigned these duties. All I know if that i get spoken to like that in attempting to resolve this matter i will gladly use that as further evidence in my submission to the watchdog and the Chief Executive of Vodafone whom i wrote to yesterday. Happy to share his email address with anyone who wishes to know - i even have his phone number if that is needed also
I didn't get a reply from him just yet understandably , I have been however expecting someone to call me in line with the operative's response on 15th March -you know the guy who had not yet been trained yet to transfer calls to his manager or work out how to get his manager to travel three feet to the phone. Since there has been no reply as promised my expected refund now goes up by another £1 per month so thats now a £7 month;y refund. Keep watching this space tomorrow for further developments
18-03-2013 02:31 PM
this looks like a general email and I have now recevied a similar message two days running - they will get in touch with me as soon as possible - now its been over 24 hours - it is worrying that it takes so long for a communications giant to er..communicate - perhaps they are (like me) awaiting an upgrade to their phones which don't arrive on the promised day