Vodafone lied about free Sure signal box

[stu68]

Wishing I had never come over to Vodafone.

I took out a contract after being told that my area  was fine for signal but now find out its rubbish unless standing outside ie zero bars indoors .I’ve had various  calls to Vodafone about it and this morning spent an hour on the online chat and was told they would supply a “free” sure signal as a goodwill gesture as I have been messed around so much, the agent gave me a reference number and told me to call 191 (I have the complete transcript so I have evidence of the chat) .But when I called 191 the woman I spoke to said no way will they supply a free sure signal and the chat agent had been talking a load of rubbish?????.

To say im annoyed would be an understatement, I have spent so much of my time trying to get this sorted and finally thought I had to be told that the online chat service it worth squit!

I could go ahead and just buy the unit but Vodafone have done nothing but lie to me, I even had one chap on the phone tell me to cancel the contract then take it out again and insist on a free sure signal as part of the signing up!

[BandOfBrothers]

Hi

I do agree with the telephone agent that Vodafone don't typically supply a sure signal FOC

Network online checkers are for indication only thus the only real way of checking what signal can be obtained is testing it out possibly with a Vodafone Payg SIM card before signing up. 

At the end of the day every network has not spots and fringe coverage causing signal issues for some. It's down to the person to check things out before choosing the best network. 

Ending a contract within the 30 day cooling off period to then process a new one wouldn't guarantee a sure signal box for free I'm afraid. 

I understand some of what I've said you may not agree with or be happy with but I'm speaking from experience. 

[gsmsecure]

Hi

If I was you, I would call Consumer Direct and see where you stand as technically you have written proof that this conversation took place and that it was suggested to you a FREE OF CHARGE unit.

I would check whether this proof you have would stand up in court and if so, take it further by giving Vodafone 30 days written notice to supply one, otherwise purchase one and claim your money back via the courts.

Consumer Direct (Trading Standards) can be contacted on 0345 4040506

Let us know how you get on...

Good luck..

[stu68]

thanks for that ill give them a call and see what they have to say..i let you know how it turns out.

[gsmsecure]

It may be worth escalating as a complaint to Customer Relations first, I always do and get what I want!!

It is also reasonable to expect a working handset in your place of residence and can be used to argue a 'contract get out' if the natural signal is not good enough, again Consumer Direct will advise on this.

It sounds like you want to stay with Vodafone so try making an escalated complaint first, then take it further once you have confimed you have grounds and the proof you have is good enough.

[stu68]

I called the other day and asked for the complaint's department (it seems they don't have one?) the agent said he would note it as a complaint and i should hear from a manager within 48 hrs (i wont hold my breath) if their are any other methods id love to hear?

[gsmsecure · Accepted solution]

They do have one..

Call back and ask to escalate the complaint, they have an official complaints procedure documented on their website.

http://www.vodafone.co.uk/vodafone-uk/forms/complaints/#

Don't use web chat, they fob you off. Put your complaint in writing to the address on the page. If they still refuse you then have the option of ombudsman or small claims.

Just ensure via Consumer Direct your evidence is good enough to take it further.

Whoever tells you there is no complaints procedure is lying and could face discipline procedures from Vodafone or the ombudsman.

[stu68]

Many thanks for that info ill give it another try.

[stu68]

Thanks for all your help gsmsecure Vodafone have now paid for a Sure signal v3 (as originally promised) took a bit of work but got there in the end.:smileyvery-happy:

[gsmsecure]

Hi Stu

Your welcome...