Complaint problems

[Guzzler]

I cant believe that I have been mislead by Vodafone once more.

I recently asked for my PAC code as the upgrade offers were really bad, then I was contacted by retentions and was offered a really good deal that I accepted.

I have today seen an email that was delivered in my SPAM folder on 27/12/2017 saying that the price was only discounted for 3 months (there was NO mention of this during the call, nor was it mentioned in the confirmation text message that was sent to me).

So, I try to reply to the email that was sent and it fails.

Turns out that Vodafone thinks that it is acceptable to send contract details by email, but not to accept emails and one has to submit a complaint via an online form.

So, I go to the trouble of filling out a complaint form and what happens?  I get an error:  

Whoops, looks like something went wrong.

I have tried to remove a load of notes ro make it really brief and I have tried on 2 different browsers (Chrome and IE), but have been unable to submit the complaint.

Perhaps there have been too many complaints recently and the messages cannot be delivered.

So, if anyone is out there that works for Vodafone and cares, please get in touch.

To the wider community, is it me, or is not having an email address for customers kind of backwards for the modern world?  And now the complaint submition form not working makes it look like they are blocking complaints, have I just been unlucky?

[BandOfBrothers]

I agree that all the stipulations of the contract has to be fully explained especially timeframes for discounts @Guzzler

Some but not all phone calls are Recorded and retained for 60 days so its worth ringing 191 and asking them if yours was recorded and can they listen to it. 

I would think the contract would have been recorded on your account notes too. You can request a copy of this at a cost of £10 if you wish. 

SAR Report.

The form you used was it in > Vodafone-uk/complaints.

Try deleting the cookies and cache of your browser or use another computer or tablet or try your phone or ring 191 and raise your concerns there. 

I hope this is amicably resolved for you and keep in mind you do have a 30 day cooling off period known as the Network Satisfaction Guarantee period to cancel if Vodafone are unable to change the 3 month period for the discount. 

[donnyguy]

Hey,

Why not just give them a call? Go to www.vodafone.co.uk/complaints and you'll find there's a number on there you can call that'll route you straight to a complaints agent who'll manage this for you.

They'll do the investigation and come back to you.

But if you've only just done this upgrade anyway you're within your cooling off period so if you're not happy. There's time to put this right.

[wwhyte92]

I completely agree that Vodafone should have an email address for complaints/communications, however this is the model they seemed to change to a few years ago and instead push people towards using the online Live Chat.

I would strongly recommend giving Live Chat a go to see if you can have the issue resolved that way. Not necessarily because the staff on there are better than those in the call centres (most of the time quite the opposite), but you can save the chat transcript in it's entirety as evidence rather than relying on "he said/she said". Just to protect yourself a bit. Though if you do, block out a large amount of time to allow for all the back and forth that will ensue.

If you do call Customer Services, again keep asking for things to be recorded in an email that they send to you whilst you are still on the call. Don't put the phone down until after you've received the message and it says/confirms exactly what you have discussed. I have on numerous ocassions been promised a confirmation email during a call, only to either not receive it or it didn't accurately represent what was agreed.

But absolutely persist. If the agreement you are on is not what you agreed at point of sale you should be able to cancel the contract based on that without penalty whether or not you are still within the 30 day cooling off period (which is often not the case due to the length of time Vodafone can take to investigate problems such as this).

[Gemma]

@Guzzler - I’m sorry to hear that the deal you’ve discussed, is different to the one you’ve been emailed.

So that we can look into this further, we’ll need to access your account.

Please send us your details by following the instructions in this private message.