Appalling Customer Support

[jmstapleton]

Is anybody else stuck in limbo on the old Crystal legacy system with Vodafone and totally fed up with not getting the support you are paying for. Unable to access my account details for months now and wasted hours and days being passed around the various teams with no one willing to take ownership and provide proper support with a resolution. Cannot manage my account including data allowance with no access so now being charged extra for usage I am in the dark on which smacks of sharp practise. Vodafone don’t care and when I complain they just say tough luck, pay a cancellation fee and sod off somewhere else if you are not happy. Disgusting treatment of long term customers who are being marginalised because new customers on the newer system are more valued. I can’t believe I am the only one treated this way.

[jmstapleton]

I understand and I completed the form.

Still waiting.

[AnnS]

Hi @jmstapleton

Within minutes, you should have received an automated reply looking something like #12345.

You need to put the number on the thread, the Team will be able to pick up the emailed reply and get back to you quicker.

You will soon have this solved.

[jmstapleton]

Yes did all that.

[AnnS]

@jmstapleton

Can you please put the automated # reply number on the thread in your reply.

The Team need it to locate your emailed reply.

[jmstapleton]

i wan't asked to do that so I put it in the relevant field as instructed.

[Retired-LouiseE]

Hi @jmstapleton

I completely understand your frustration, our apologies. 

After submitting the form I have sent you through Private Message you will receive an automated email reply with your reference number which looks like WRT #14xxxxxx. 

A member of our team will reply to your email within 48 hours. 

Louise

[jmstapleton]

I understand now – my ref was #14525366.

[Retired-LouiseE]

Hello @jmstapleton

Thank you for providing this information. 

We have received your email from 3pm yesterday, a member of our dedicated team will look into this as soon as possible. 

Louise

[jmstapleton]

Received an e-mail back saying you’ve fixed the problem but you’ve fixed nothing – the problem still exists. In fact things are now worse – wasted more of my time yesterday resolving another Voda ##~## up in over charging me for my Spotify Premium package over many months and now today it’s stopped working. At what point does institutionalised incompetence become unacceptable at Vodafone?

[jmstapleton]

My various unsuccessful attempts over many months to get Voda to fix a problem they created while receiving no support have given me an insight into their ineptitude. So like many of us Voda customer mugs I am paying for a service I’m not receiving and tied into a contract to further rub salt into the wound.  This is not dissimilar to a Pyramid Scheme where all Voda’s resources are focused on finding new mugs to buy their packages while totally ignoring old ones – a very profitable one too so why change a winning formula?