I wish to complain and have drawn a blank with customer services

[wynmorgan]

Please help.  a couple of weeks ago my Q10 keypad was playing up.  The letter h as not working correctly.  As I am due upgrade I calld and askdmy options.  I was told that I had 2 weeks to have a free replacment phone or i could upgrade.  as I was still unsure of what to upgrade to (vodafone still do not have a BB Classic in stores) I went for the free replacment.  This arrived the next day.

Tonight I came home to a bill for £180 because it has been decided tat the Q10 was liquid damaged and that it was my fault.    I spoke to a very arrogant member o he Customer Services team in South Africa who said it was my fault.  My keypad so my fault.  I pointed out that twice before i have had to change the Q10 as it was faulty.  As hard as I tried i could not speak to someone on shore unless i called sales.

So what do i do next.  I have been given a bill which Vf will no doubt take from my bank account.  I have not caused water damage to the phone.  If I had I would have simply upgraded for free.  There would be no logic in replacing a phone that is 2 years old for £180. 

So I am a small business user.  two phones on the account.  Unless this bill is write off and an apology issued I will not be upgrading with Vf and we shall move our business elsewhere.  I have no doubt that Vf will make more than £180 from my 2  on 2 year contracts.  The choice is with Vf.  Arrogance or customer service.  Please can you guys get this to someone that can do something about it.  Thank you

[Retired-Sarah]

Hi @wynmorgan

Take a look at our full warranty information that’s available.

Our Live help team will be happy to help further.

Thanks,

Sarah

[wynmorgan]

No one is willing to help. The repairs have decided the button was not working due to liquid damage. I challenge that. You have my bank details. You will deduct the payment. No consultation. No report. Just arbitrary. Arrogance. But I do have my PAC no so after many years of being a small business user with Vf it must be time to move on. Shame but no one calls me a liar and gets away with it

[Retired-Jamian]

Hi @wynmorgan

Please get in touch via this private message, and we’ll investigate this for you.

Thanks,

Jamian

[wynmorgan]

I assume you arranged that dreadful reply that i received on Saturday Off shore no doubt. It said nothing. You have deducted £180 from my bank account with no discussion. Arbitary. Some would say criminal. And you wonder why i would take my business elsewhere. I realise that losing my 2 business lines will not break Vodafone. Speak to your repairs team as i have. They are employees of unipart so no loyalty to Vodafone. They will tell you thst they see. Ore BB handsets than any other. The manufacture is shoddy and by the nature of moving oarts (keyboard) they go wrong. And considering that BB has a small market share thst is saying a lot. I have had 3 handsets in the 2 yr contract. I did not damage rhat phone. The h button stopped working because it was faulty. I was at the end of a 2 yr contract so why would i want it repaired. I could upgrade for free. Ripoff is sll i can say. Who at Vodafone has the common sense and decency to put this right. Your retention team has offered me amazing deals to stay. All i want is recognition that you got this wrong and my £180 refunded. .

[Retired-Laura]

Hi @wynmorgan

If this issue is still ongoing, reply to the last email that we’ve sent to you.

We’ll be able to look into this further.

Alternatively, get in touch with our Live help team to discuss the £180.

Cheers,

Laura

[wynmorgan]

I replied to the email which I received Saturday. I emailed the repairs team when I first received the invoice but no reply!

[Retired-Laura]

Hi @wynmorgan

Get in touch with our Live help team as suggested and we’ll chase this up for you.

Cheers,

Laura

[wynmorgan]

Given that I will be going on to live help in the evening can you guarantee that I wont be talking with someone in Johannesburg?  That is no an experience that i wish to repeat.  Their customer service is interesting to say the least.  When I joined vodafone the call centres were on shore.  The sooner that returns the better. Is Live Help on shore of off shore please?

[Ben_H]

Hi @wynmorgan

As with all UK networks, we now use a blend of UK and offshore contact centres.

I can't guarantee where your query will be answered. I can say that all my colleagues are given the same training to handle queries, regardless of their geographical location.

Thanks,

Ben