TERRIBLE CUSTOMER SERVICE!!

[aarontran2506]

I can't express how stressful and disappointed I am about your company, Vodafone!

So here is what happened

I have a LETTER confirming my activation date will be 3rd March 2018. Guess what, on 3rd March nothing happened, I called up and the lady said everything would be okay because it may take until midnight to get activated. Waited until the next day, still nothing happend. I had to call again and this time, another advisor insisted that my activation date was set to be on 14 March!!!!

She also insisted that the letter I had was sent on 3rd March, not that my activation date was confirmed to be on 3rd March, I really wanted to show the letter in her face. Then after some odd 20 minutes of "let me check with colleagues", she came up with "yeah sorry it is 3rd March but my system shows 14th". WHAT THE HELL??!!!!

So I had to live without internet for 11 days, okay fine. I know that you don't even care about my problem so what else can I do? I had to cope with it (bear in mind that the lady over the phone didn't give a slightest s*** about the inconvenience I go through).

And on 14 March, nothing happened, AGAIN!!! I called up AGAIN, this is the 4th time now and the male advisor said the engineer arrived earlier today and activated the line so it should be running, but on his screen it is showing that it is delayed. OMG!! Please don't happen again, I am so afraid to hear the word delay now. 

Then he instructed me to reset the router, he will also try to troubleshoot it from his end. After resetting the router, I received a reassurance that after resetting, the router will set itself up and it may take 20 minutes, I can go and have a cup of tea to wait for the internet, he cannot stay on the line for the whole process, but he will keep an eye on it and if it doesn't work, he will call me back.  I thought in my mind that it's a bit too good to be true, and guess what, IT WAS TOO GOOD TO BE TRUE!!

Nothing happened, and no one called me either, i called at 7pm, so around 7.30pm the router should finish setting itself up and going, otherwise I will receive a call. I waited till 8.30pm just to make sure that I'm not too impatient with the router, but it's still not working, this is 1hr30m of waiting compared to just 20 minutes that I was told to wait. 

So I had to call again, I waited on the line for an advisor for 35 minutes!!! and then the automated voice went "the opening hours is between 8am to 9pm". Amazing!! they put me on hold for 35 minutes until 9.05pm so they can all go home and forget about all the stress at work. Sounds nice to them, but not nice to customers!!!

I switched from Sky to Vodafone because it seems to be a good deal. So far, totally DISAPPOINTED!!!

[robmar0se]

It doesn't actual;ly help you, but we're lucky we found out about the "Terrible Customer Service" before we joined.  We have now drawn a line under our experience which pretty much mirrors your experience - no one in Vodafone takes responsibilty for a problem, it just gets passed around aimlessly.

We are going elsewhere, and probably take our pre-existing mobile contracts too.  I've learnt a lesson, check out any new contract before you sign up, no one's 100% perfect but there are limits - have you looked at Trustpilot?  Aaaggh

[aarontran2506]

Honestly, these people seriously don't know what they are talking about.

What I always find is that one person tells me something and the next person says exactly the same thing or completely opposite.

My internet didn't work so I called, they all said it should be fine by midnight. Then they found out it didn't work, so they raise a ticket, one person says it takes maximum 72 hours, the next person says it takes minimum 72 hours to respond.

Vodafone, seriously, my internet is still down, it's meant to be activated on 3rd March. 17 days!!!! what have you been doing in that 17 days I really wonder? The line is already there from Sky, I just switched, not installing a whole new broadband. How difficult can it be to give me some internet? I will only accept an explanation that the person activating the line for me has to physically travel to my premises on foot for it to be this much delayed.

17 days of delay, you guys should sort yourself out or no one is going to use your service. Period!!

I have been paying BT open wifi for 17 ##~## days and of course you guys don't care, when I ask to be compensated, do you know what your colleagues told me? "We don't do this kind of compensation" "We will just count how many days it was delayed for and remove it from your bill cycle".

Damn! How generous!! I didn't have internet for 17 days, and you won't charge me for that 17 days, and you call that "compensation", what a bloody joke!!!

[robmar0se]

If you have raised a formal complaint, why not ring Ofcom and their advice.  They where happy to offer advice.

I spoke to a woman there, who was what Vodafone ain't, knowledgeable and suscinct.

Good luck, you are not alone!

[aarontran2506]

Hi Dane,

Unfortunately it is still not activated

[robmar0se]

I sympathise............I wish Vodafone was more honest and candid  - so much mis-information, bland replies, really non-professional.

I assume you are cancelling yr contract within the 30 day cooling off period - in the end reliability is more important than price, and if you have read (I bet you have!) the other posts, the comments on trustpilot, articles in the daily telegraph & Daily Mail; in the latter more did-informastion from their CEO, no one would go near Vodafone.

I am also recommending my client withdraws - interest were you end up?