Appalling customer service

[Sasqwatch]

I have cancelled my order for Vodafone boroadband. The customer service is appalling. 

After two weeks,the router had not arrived. I had been told that I could use my own, but they would not give me the PPPoE details "you will have to find them on the net". You can if you wish call in to any Vodafone shop and pick up a router.

As I was in Bangor N Wales on Sunday I decided to collect one. No you can't said the shop, you have to reerve one. 

Back home in Manchester, on Sunday I reserved one. "Just go to the shop in Wythenshawe, and collect it from there".

Today I went to collect it. The man in the shop looked at the account and said I had reserved one but they had none in stock. This was despite the customer services person checking that they had them in stock. 

As I was due to be connected on Thursday I gave up and stayed with BT. At least I got a better deal than I had with BT.

It seems that all Vodafone want to do is have a big ad campaign, without the resources to back it up. At least three different Vodafone customer services people gave me a different account of what I should do to get a router. As for not giving out the PPPoe details that is madness.

Anyway goodbye Vodafone.

[BandOfBrothers]

Hi,

Well I'm not surprised your unimpressed at those sequences of events.  

It's known here that Vodafone won't officially release its router settings so a person cannot use their own router.

Not a good experience at all !

[Retired-Viki_R]

Hi @Sasqwatch

My apologies for the experience you've had with us, I completely understand your frustration with this.

If you require any further help, please let me know.

Viki

[P15ckn]

Dear Nick Jeffery,

It is with sadness that I have to make a formal complaint to yourself regarding the appalling customer service I have received from your company. The ordeal has caused a great deal of anxiety and frustration, not to mention the countless hours and wasted weekends trying to resolve the issue in question.

Following weeks of lies and incompetence from employees for Vodafone, I eventually spoke to Josh in your Supply and Start Department In Scotland on Saturday 24.9.16. He managed to get the complaint escalated to the Resolutions Team. Gado in Egypt spoke to me at 12:55pm yesterday and he notified me that he would listen to the phone-call with Ahmed AbuYoussef that took place on Saturday 17.9.16 at 10am and that lasted approximately 55 minutes. During this call, Ahmed had promised me the following:

1. I should go to the Vodafone store in the Metro centre to re-arrange delivery of the order to store. This was not possible.

2. He "100% guaranteed" that he would give me £200 in cash as compensation for the delay of the Iphone 7 plus (the difference between the cost of an iphone 32GB and an iphone 256GB as a credit on the account). This hasn't happened.

3. He said he was promised an extra £20 credit on the phone due to the employee in upgrades who had hung up on me at 7:57pm on Friday 16.9.16. He didn't do this.

4. He promised me that the £90 upfront charge would be credited to the account. This is not on the account.

5. He told me I could send the 32GB iphone back when I received it promising delivery on Wednesday 21.9.16, and guaranteed that I would be sent an iphone 256GB in 6-8 weeks. I declined this offer and asked for the cash instead. He agreed.

6. I was told that I could go into store and get an iphone loan phone from Adam-The Store Manager, while I waited. Retail have never supplied iphone loan phones.

I received a phonecall from Gado today (Sunday 25th September 2016) and he had listened to the phonecall. He offered that I could await delivery of the handset and then phone back to agree compensation. He told me that he couldn't give me the £290 Ahmed had promised me. He escalated the complaint further as per my wishes and put me through to Lindsey in Customer Relations. I found her very unsympathetic and rude at times. She told me that the promises made were "Agent errors" and that she would definitely not be honouring what Ahmed had promised. This is the reason why I am sending you this email as I am very disappointed by this decision. I believed that Ahmed had made a "Contract of Sale" in what he had promised and I had accepted to keep me as a Vodafone Customer.

I have been a customer with Vodafone for the best part of 16 years and I have always been on Red Value premium contracts giving you thousand of pounds of business. I had encountered issues 2 years ago with the Iphone 6 that I had preordered and to be honest I was given very poor service then too. However, your team worked hard to compensate me and I stayed as a customer extending my contract by a further 24 months. I appreciate that people make mistakes, but when several Vodafone employees lie to me and give me false information, I am now doubting my loyalty with your global brand. One cannot tolerate an employee falsely promising and then not delivering. He represents your company and as a result I now believe Vodafone are a company who do not fulfill their promises and who misinform customers to keep their business. All that I hope is that you will honour the promises made to resolve this appalling issue I have had with your company. Please find below the issues that I had endured 2 years ago and at that time, I took my complaint to the OS Ombudsman who resolved the issue for me.

Currently I am without the Iphone 6 as I had been persuaded to trade in the phone after I had upgraded to the Iphone 7 plus believing that I would receive it on Saturday 17.9.16. I am paying £43 a month for a contract that I am unable to use fully.

I trust that you value me as a customer and if so I would expect that you honour the "contract of sale" that was agreed. Please respond asap to avoid further unnecessary inconvenience to me and the need to involve the Ombudsmen yet again.

[Retired-Sarah_L]

Hi @P15ckn, 

I've replied on your other thread here. 

Thanks, 

Sarah