Lying culture in customer services

[stevebridge]

Having reached deadlock with the highest escalation point yesterday as they would not resolve the complaint about lying I have raised, I was today called by the department when I asked whay the had called the person said they didn't know but wanted to get a resolution to the complaint - they started using words like mistaken and I had to stop them and tell them to use the word lie as that is what their staff had done, again appeared mainlky interesdted in resolving the datacap issue which the complaint was not about but was the casue of the lying in the first place - ended in in exactly the same place as yeasterday in deadlock as the issue was unresolved - they are very relucant to have a complaint about a lying cuture - more than one person did it - escalated out of the customer services environment and they have been told in that if they wont I'm going to do everything I can to make sure it will be - poor customer service, unprofessional and no integrity - they do however like to cover their own backsides. Not sure if thei is true or not but the guy I spoke to sadi he was a direct Vodphone employee not and outsourced contractor in Asia as were all the staff there - I wish it was true, just cant believe it is though

[BandOfBrothers]

Hi @stevebridge

I'm sorry but due to the nature of your situation as a fellow customer I'm not able to advise you on what to do as it sounds this is in the hands of the right Customer Services department with you mentioning "deadlock"

I can only give you my experiences which is I've never been "lied" to. 

I wish you all the best. 

[stevebridge]

thanks but effectively a ex customer, but I will ensure that my views are heatd outside the outsourced contractors

[stevebridge]

Lucky you from my perspective it is cultural and they want to keep it in house, not suprisingly

[Gemma]

Hi @stevebridge

I’m sorry to hear the experience you’re having.

With you mentioning deadlock, it sounds like you’ve reached our highest point of escalation.

If you’d like us to get this checked for you, please send us your details by following the instructions in this private message.

[stevebridge]

thanks for the offer but dont see what you can do - CS called again today they apparently cant raised a deadlock letter because of my complaint and they will not escalate outside of the outsorced unit (sorry direct employees), nor will they say quote in writing that they lied - you need trust in any relationship, but vodafone have blown it - so i will be escalating in my own wy, its bad enough a lot of they people they use are not trained to a competent level but this is one insult too far

[donnyguy]

Hey there,

I'm sorry to read that you're having a nightmare at the moment. Can I ask, what your original complaint was, who you contacted and how it reached deadlock?

When you say deadlock, do you mean that you're not able to see a way to progress or have you actually reached the deadlock process where Vodafone have written to you advising of their final position to allow you to then take the matter to the ombudsman?

That makes all the difference. If it's the former and you haven't reached official deadlock then let the team here on the forum take a look. If you've reached formal deadlock then take it to the ombudsman.

However I will add that your allegations of being lied to by customer services will be taken seriously and if they don't form part of your original deadlock then you can ask Vodafone to look at this seperately without affecting your deadlock case.

[stevebridge]

Hi

I was told yesterday that I would not be sent a deallock letter, however I was free to contact the ombudsman????  They wont sent out the letter as the issue is about the lying, so they appear to not want to put things in writing nor do they want to escalalte past the outsourced service in Asia.  I have know related issues when BT outsourced their services and I no longer and will never go back to BT over the issues.  where do you gp when the team who handle complaints need complaing out, I intent to escalate externally I have done previously and hiy home and I am now the proud owner of 1 vodafone share!

[Anonymous]

If your issue has been ongoing for more than 8 weeks then you don't need a deadlock letter in order for the ombudsman to get involved.  The Ombudsman will approach Vodafone directly for whatever information he/she requires.

[stevebridge]

thats if they keep it open remember theres no trust here and theres no ltter from them although I do gave the complaint reference number