Disgraceful Service

[Cookie2006]

On Sunday morning I went into your shop in Gloucester to upgrade my PAYG service to a contract service

I wanted to keep my phone number so it was all sorted out that my old number would be transferred to the new phone on Tuesday
this did not happen so I used web chat (This is useless by the way) to no avail.

Then I rang your help line and after 20 minutes using my credit I was told that the number could not be transferred because  the sim in the new phone was no good or faulty. and I needed to go back to the shop to sort it out.

So off to the shop I go (Costing me petrol, parking, and time away from my business) only to be told that the contract had been cancelled
and if I had not returned to the shop I would have had a new phone for nothing.

I was told to sort it out the assistant would need to log on to your on-line SOS system.

After waiting for over 20 minuets for a connection I gave up and told them not to bother.

What I assume to be the manager apparently could not give two hoots as to whether my problem was solved or not.

I find it unbelievable that a communications company as large as you cannot allow it's staff to pick up a phone and speak to a tech person
to sort out customers issues.

I LEFT THE SHOP WITH NO CONTRACT, NO PHONE AND VERY DISGRUNTLED.

IF THIS IS THE BEST CUSTOMER SERVICE I CAN EXPECT AS A LONG STANDING CUSTOMER I WILL SERIOUSLY CONSIDER USING WHAT CREDIT  IS LEFT ON THE PAYG PHONE AND MIGRATING TO ANOTHER NETWORK.

[BandOfBrothers]

Hi @Cookie2006

I'm not surprised your feeling unimpressed with with the situation. 

Can you let the Vodafone Team here catch up with your thread and I'm sure they will help you with this situation. 

[Carly]

@Cookie2006

I've sent you a private message with details on how to get in touch with us. Once you've done this, we'll be in touch and get this sorted for you.

[Cookie2006]

Hi Carly

I went through all the steps you suggested in you message and no one could help me

If dealing with your staff face to face in the shop didn't work then what chance do I have

This is obviously a fundamental problem with your customer service dept

and shop staff, The latter did not seem to give a monkeys if my problem was sorted out or not.

I should not need to re submit all my details as you have all this on your computer system

Vodafone cancelled the contract so Vodafone should sort it out

Why should I spend Time & Money on the phone again only to get no help

With the experience I have had I have zero confidence in Vodafone's ability to sort this out quickly and easily

[Cookie2006]

The only way I will stay with Vodafone after the service I had, is

I want to go into the shop and get the phone I had and have the number

swapped there and then, Not sit there for over 20 minuets while your staff attempt to connect to your substandard tech support. and NOT be treated as though I don't matter.

[Amanda]

Thanks for getting back to us @Cookie2006

I'm sorry to hear the store were unable to help you. 

We've got the email that you sent yesterday and we'll be back in touch soon. 

Thanks,