Terrible customer service!

[kal884]

Right, having been a Vodafone customer for many years I don't think I've received such rubbish and appaling customer service. I sent a complaint on the 18th September, and no-one has bothered to get back to me on it. 

I had ordered the Vodafone broadband roughly 6 weeks ago and was told the engineer would come to my property on the 1st September 2017 betweem 8am and 1pm. However, 1 week before this date I received a text message saying that an engineer would not come and all the work would be done externally. To confirm this I called up Vodafone several times, to which all the Vodafone advisers had agreed with the text messages. I do not have a phone line so I did an online chat raising the issue and the person I spoke with said having a phone line is not mandatory and I should just plug in the router and the internet should be up and running. So on the1st September before 8am as instructed I plugged in the router. I went into work and checked the router before midnight and the internet was not working. I called up 191 and the adviser said an Openreach engineer had come and we missed the appointment. This was irritating as I was told several times an engineer is not coming. The adviser said Openreach should contact me in the next 24 hours via text message to rebook the appointment and that he will add 50gb of data straightaway to both of the numbers I have with Vodafone. However, the next morning the data had not shown up on my account so I had to call up Vodafone again, and the adviser added the data to my account and reassured me the previous adviser had let Openreach know to contact me for the rebooking. I waited till the 4th September for Openreach to contact me but they did not so once again, I had to call up Vodafone and enquire. The adviser then booked the engineer's appointment for Friday 8th September to which I agreed to. On Thursday 7th September I received a text message saying that an engineer is coming on the 14th September and so, I had to call vodafone to enquire again. The adviser had told me Openreach had found some problems with the connection and so forwarded the appointment to the 14th. At this point there was not much I could do but wait till the 14th. On the 14th September I took the day off work and stayed at home waiting for the engineer to come. However, the engineer did not show up and we are still without internet. Having called up Vodafone for what felt like the 100th time the adviser could no explain why the engineer did not come and the only solution he offered was to rebook the engineer and the earliest appointment available was for October. 

First of all, I would have expected a Vodafone adviser to be much better trained at their job. I did not argue with him when he said I did not need a phone line, even though EVERYONE knows you must have an active phone line in order for the internet to ACTUALLY work. Second, out of all the advisers I had spoken to, none of them could give me a valid explanation as to why the broadband situation has gotten to where it is. Absolutely disusting. 

I called Vodafone several times yesterday, been on hold for 2 hours and just decided it was time to cancel the broadband and in due time, I will definately not be upgrading my contracts. I don't even know why I'm bothering putting it up on here. Guess I just needed to vent my anger and frustration. 

[Gemma]

@kal884 - I’m really disappointed to hear the experience you’re having with this.

So that we can contact the Broadband team for you and get this fed back, please send us your details by following the instructions in this private message.

[dyls1968]

Tell me about it, I bought a mobile wifi device, bought it outright from the shop, got a sim deal, great, I was getting married and we wanted to live stream it to NZ, and Vodafone had the best reception, 

well, I left the store all happy,  getting married tommorow, ally's fine, checked the device, yes, it's working fine, got to my hotel, 40 miles away, and it wasn't working!!!!!!!!!! And I had a very busy few days, I couldn't go back into Aberdeen to sort it out, I know, I'll phone them! 

No such luck, I wasn't even registered on their system, could I phone the store please, I'll need their number as I can't find it anywhere! No sorry, we don't give out the store numbers, it's the managers number and they don't like to have calls!

by the time I finally convinced the script reading monkey 🐒 on the other end to give me the phone number, the store had closed, 5 minutes ago 😤

So I left a message, but heard nothing back, 

phoned a further 3 times, yet, no avail, just someone from Asia somewhere reading a script! 

So I went without wifi, I didn't, couldn't stream the wedding to my parents in nz! 

I went into the store the following Tuesday 

" oh yeah, sorry, we've been expecting you" the SIM card we gave you was invalid, someone must've initiated a sale, then voided it and put it back in the drawer, and unfortunately you got it"! 

We did try to phone 3 times, and email the sales assistant said lamely, oh yeah, and the manager is not in.

well, I've got news for you lady, no one phoned me, or emailed me, I think your telling 🐷 porkys 

well we can give you 10% off your plan with a new SIM card,  I said I wanted 20% and I got it.

BUT THATS NOT ALL FOLKS

2 days later I bought a van, we live in Cyprus as well, we were taking a load of personal belongings overland to Greece, then on the ferry to Limassol, and guess what, when I got out of the country IT STOPPED BLOODY WORKING!!!😡😡😡😡😡😤😤😤😤😤😤

how much hassle do i do I have to put up with one very stupid lousy company! 

Call upon call to these script reading monkeys in Asia got me absolutely nowhere very fast

TYPE IN ADMIN INTO THE WEB BROWSER FOR YOU DEVICE   ADIMN are you sure that's how you want me to spell it? Thinking it was a special code YES!! ADMIN, A D I M N   , you've got to be kidding me! Vodafone, charges us a LOT of money for their services, but they can't be paying these people a lot, they're not even educated to any standard! They've received no training, 

its not their fault, it's vodafones 

[Gemma]

@dyls1968 - Congratulations on your wedding to the both of you! 🎊

I’m sorry to hear what’s happened and that it affected your plans.

Please let us know which Aberdeen store it was and we can feed this back to their manager.

With it not working when you’ve left the UK, it sounds like you may have a roaming bar in place.

We can check this for you. Please get in touch with us by following the steps in this private message.