Customer Service/Loyalty

[jeanmillar]

I have to express my disappointment in the customer service I have received in the last year from Vodafone.  All starting with the delivery of a handset - which resulted in me writing a letter to the CEO and when I received no reply I sent again this time recorded.  Did not receive any acknowlegdment of this.  Then I had an awful experience with fraudulent activity on my phone with 1,000's of text messages sent to china which Vodafone accused me of, in the end I did not have to pay but this was weeks of stress for me and not even an apology.  I then was called recently to offer me new deals and was cut off and when I rang back was told that this was the 'outbound' team and that no offers could be made?!?!  After over 20 years of custom I feel so disappointed with Vodafone.  Communication between your departments clearly does not happen and everytime I speak with someone there always appears to be 'no notes on my account'.  The to top it off speak to a friend who has received compensation twice in a week from Vodafone and is only a new customer?!  Where is the loyalty.  Sadly I will be looking to move to another network.

[BandOfBrothers]

Hi @jeanmillar

It does sound like you've had a hard time recently so can understand as a fellow customer that you'd be unimpressed. 

Where did you post your letter to ? 

Like most businesses they will deal with complaints on a case by case scenario and attach any relevant good will gesture as to fit the issues. 

Of course you can change networks when the contact is run full term (No early termination fee then), and can take your number with you via asking Vodafone for a Pac code. The Vodafone Retentions Department may offer you something to stay. 

However if you decide to move anyway then as not all networks offer the same signal and data speeds as each other across the UK I'd suggest to first try a payg sim where you live, work and commute before signing up to another contract. 

That said I hope you find some resolution and decide to stay.

We have a Social Media Team here who read all posts and help where they can so please let them catch up with your post and I'm sure they'll help you with this situation if they can. 

[jeanmillar]

Customer Relations Manager 
Vodafone Limited 
The Connection 
Newbury 
Berkshire 
RG14 2FN 

was the address the recorded letter was sent to and signed for

[Tash]

Hi @jeanmillar, I'm sorry to hear of the experience that you've had.

We'd like to ensure that this is resolved for you. So we can do this, I've sent you a private message with details to contact our team directly. 

We'll be in touch as soon as possible.