Very poor customer service

[Moomoo34]

I have been  with vodafone since 1999 and have always re newed mine and my husbands contract..

I went to do the same when we were out of contract at the end of last month and agreed a new package for both phones. We received the new phones and then a bill of £140 for the cost of the phones  even though I had been told there would be no upfront costs for the phones.

I called vodafone to inform them of the error, for them to tell me there were no notes on the system to confirm this. They said they would have to listen to the call, which I was more than happy about as this would prove the error. After an assurance I would be called back 7 days later there was no phone call. So I called after nearly an hour of going through the story again they said they hadn't listened to the call yet and they would get back to me the next day. No phone call the next day so I called agin on the phone again for nearly an hour going over the same story more assurances of a call back, no call back. I then spoke to a manager who was incredibly rude and said there wasn't a call to listen to! He said I couldn't prove anything and send all the devices back. I was then transferred to returns and then I phoned customer complaints, more hours of my life wasted on the phone. Customer complaints man said it was disgusting how badly I had been treated and said he would find the call and phone me back in 2 days. He didn't call. I called, went through the whole story again and basically got nowhere. So I sent the phones back, 1 phone  has been received but the other hasn't so they can't close the account or give me a refund.

i am appalled that on 4 seperate occadions 4 different people assured me they would call me back and never did. After nearly a month of phone calls I still have no refund and now paying for a phone I no longer have but vodafone say they haven't got either. Help!

[BandOfBrothers]

I'm not surprised your unimpressed with your experiences you describe @Moomoo34   

Things can sometimes go wrong which I'm sure many accept, but then it's ultimately down to how it's put right that then counts ,and instills confidence back into the product and service. Communication is Key so I agree if CallBacks were agreed they should have happened. 

To note > Not all Calls are Recorded and those that are Recorded are typically retained for 60 days. 

If the original agent had secured your Upgrade by way of agreeing no handset fee then they should have applied this to your Account notes, and or added a credit to your account imo if they personally couldn't quash the fee. 

May I ask how did you return the phones ? ie Returns Packs sent out via Vodafone.

Did you get any proof of posting just in case the phone that's not yet been received by Vodafone Returns becomes an issue. 

The next step I would assume is to ensure your Accounts return back to their Pre Upgrade Status. 

I hope all goes right for you from the next stage and when / if you Upgrade again I would ask for confirmation that no handset upfront fee is applicable , get the Tariff explained and request it's all sent in email format to further confirm what's been agreed. 

Or my suggestion would be to Upgrade in a Vodafone Highstreet Store 

[Tash]

@Moomoo34 I'm sorry to see the experience you've had.

We'd like to ensure that this is resolved for you. So we can do this, I've sent you a private message with details to contact our team.

We'll then be in touch as soon as possible to discuss this further.

[msc246]

Hi. I too believe that i have received bad service. Have been with Vodafone for years now, yet the first time i have to query something, i feel like i've not been helped at all. I have recently damaged my phone & contacted vodafone to query my account. I wanted to know if i had any cover in a way. Person at the other end confirmed that i had been paying an additional £5 per month which was not explained to me at the time of renewing my contract. I was then given the option to either claim & be charged £50 xs or try to get a refund. Foolishly i opted to claim, but then changed my mind an hour later. Rang back to cancel & then tried to get refund. Apparently i would have been made aware that i had insurance , which i wasn't & that i can find this information on my online account. Still can't find it. Was then told forget about a refund as i was made aware when i tool out my new contract that i had insurance. Something i am adamant i was not made aware of. So now left with either making a claim & losing £50 that has essentially already been taken for me, or to go away. Feel like i have not been treated fairly. I admit to being a bit silly about not realising i had the insurance but surely this should have been expalined further!!

[Tash]

@msc246 I've sent you a private message with details to contact our team directly.

We'll then be in touch to discuss this further. 

[Bamawayne]

Hi -I bought a phone Sony AQUA  M4- Just over a year ago -had problems from the start. The phone would over heat (really getting very hot) most applications did not work. We sent off phone and several weeks later the phone came back. However the applications did not work properly. We sent phone from the store to get this looked at. After several weeks a phone engineer phoned us to say we had to pay £78 for the damaged front? There was no damager when we handed it to shop! The phone was then sent back to shop. Another trip to the shop and the manager did not seem interested. After an hour of argument he agreed phone was damaged in transit and they would cover the cost to fix front and get phone fixed. After several weeks we got a call to say phone was back in shop. Another trip to shop. Phone was not fixed as front was damaged and no notes on system to say shop woulld cover cost. Another hour of going through problems and chatting to customer service -phone was sent off. Several weeks later phone back in shop. Not fixed - no one authorised the repair. 7 times back and forth to shop -phone still nopt fixed and just getting run around. Now taken out new contract with Tesco while Vodaphone just jerk us around. Was told if they can't fix after third time we will get a new phone. 7 ttimes its been sent off and still waiting to get a phone back that does not work. On my phone I have left Vodaphone! This phone with the issues is my son's -we have set him up wit a New Tesco phone as 4 months of messing around is just rubbish. My wifes phone is also with Vodaphone and she uses hers for work and spends over £150 a month (mostly international) has also been messed around so much with over charging /unable to get a better deal /can't change contract early -is now looking at a Sky phone and save about £100 a month. Thanks vodaphone you are now losing about £250 a month from our family!