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!!!

[Mrdevo]

You’re not alone buddy. Here’s my story.

On the 9th of March I switched from BT to Vodafone, same as you, it was a good deal. So my Vodafone line activated same day as they told but on the 11th got disconnected. The gateway went down and had no internet. I could connect to the router but that’s it, no internet. So I contacted them and they told me that something was wrong with my account after they processed the order but everything should be fine by midnight. Of course next day all the same, no internet. So I called again. The guy on the phone told me same ##~##. Next day, NOTHING. 

So I called again. They said that, the ticket moved from delayed to active so should be fine in couple of days. Of course, nothing happened. So I called again and the lady on the phone told me that the ticket it’s still in delayed (Are you ##~## kidding me????) and it may take another 72 hours to be processed. Why are you ##~## messing with your customers this way?????? When I asked them why i had internet for 2 days then got disconnected no one knew to answer. No one had a ##~## clue. Then what the ##~## are you all doing there??? Do you ##~## exist just to ##~## people off? 

I’m sorry but there’s no other way you can be addressed. Bunch of incompetent people. 

Today I’m supposed to be called back. If nothing happens I will just move away from Vodafone. Don’t give a ##~## anymore. Don’t have the nerves to put up with this horrible customer service. No wonder UK has one of the worst internet in the world. Because they have no people to maintain their infrastructure. Bunch of idiots!!!

[Mark]

@aarontran2506 and @Mrdevo I'm disappointed to hear your issues are still on going. So we can escalate these to our Tech teams, please contact us by following the instructions in this private message.

@robmar0se I can see we've replied to your other post. So we can help you further, please continue to discuss your issue with us there.

[aarontran2506]

And also

@Mark: the private message is another joke. You guys literally sent me the instruction to contact your team, TWICE, by TWO DIFFERENT PEOPLE!!!

Here is what you guys sent me

[Removed]

I got this already!!! I already filled in the form, entered that code [Removed] and all information, and do I get any callback? Of course not!!! and you sent me another same private message? Can I please know what this repetitive private message is for?

 [MOD EDIT: This post has been edited to remove private content please see Community Guidelines]

[Mark]

@aarontran2506 I'm disappointed to hear you've not had a reply after you've conntacted us, please let us know the case ref (looks like [#11234567]) from the auto response you received and we'll be able to chase this for you.

[aarontran2506]

@Mark: I already did that, no one chased it for me, thank you very much

[tabingzee]

Great news. I have been let out of contract! They cannot hit my guaranteed 40mbps. Everyone check what you were promised and what you are getting. If you are not getting it you can leave.

I never thought I would say this but I am going back to BT!

The problem with voda for me all along has been long wait times and then lack of any competent customer service. The worst thing about these guys is you can't speak to 2nd or 3rd line who can fix issues. You have to wait 48hours. The people who answer the phone can't help. 

The broadband has been pretty crappy too though. 

[Mrdevo]

I called all the numbers, spoke with technical engineers and no one knew anything about what’s happening. At some point I’ve been told that the line is faulty and an engineer will come over in 48 to fix it. Nothing happened. I called them and they told me that by morning will be working and they will call me to confirm at 8am. Obviously nothing happened and my internet still doesn’t work. It’s been 2 weeks. 

I bought more data on my phone as I’m tethering whenever I have to stay on line. One of the operators suggested me to buy a dongle from their store as I won’t have to pay anything for the internet anyway.  Are you ##~## kidding me???? Obviously I won’t pay a thing but I would be paying for the dongle and I will have ##~## internet, not what I signed up for. Today I’m contacting them and close my account as I had enough.

[tabingzee]

I have been with them for about 5 months so with more than 12 month to do I am super happy to get out. Without termination fees.

Please check the speed they guaranteed you and the speed you are are actually getting.

If they can't hit what they promised you can get out.

[TJ]

It's disappointing to hear about the experience you've had with your broadband service @Mrdevo and I apologise for any inconvenience that's been caused.

So our Broadband team can investigate further and help to get this resolved, I've sent you a private message with details on how to get in touch with us directly.

[JamesBroadband]

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@TJwrote:

It's disappointing to hear about the experience you've had with your broadband service @Mrdevo and I apologise for any inconvenience that's been caused.

So our Broadband team can investigate further and help to get this resolved, I've sent you a private message with details on how to get in touch with us directly.

---

TJ, do you not yet understand that the "Broadband Team" are the root cause of pretty much all the discontent in this forum? Honestly, someone needs to do a mystery shopper thing from your exec, pose as a customer (as I'd wager none of your management actually use your broadband, clearly) deal with the muppetry that is the broadband team and their skilled investigations, post communication and failed promises.

Your business serisouly needs radical reform. Your job (ignoring your scripted messages) is to see all of these dots, join them up and wave a massive flag to your business leaders that you're failing in every single way. I'm sure your forum team means well, but you're really not helping anybody... false hope is exactly that.

Common theme:

1. User experiences issue.

2. Forum team responds with canned message.

3. Users logs ticket via your PM.

4. User contacts CS.

5. User contacts CS again to see what's being done.

6. User is really hacked off at this point (+2 weeks)

7. User comes back to forum and complains nothing is being done.

8. Forum team apologise on behalf of the BB Team and promise to investigate.

9. User gets hacked off having now paid a full month of fee's for 1/10th of a service promised.

10. User threatens to leave.