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Broadband & Home Phone

Broadband Free Gift Offer

4: Newbie

Hi,

I have had a similar experience, don't phone us phone them.

The latest advice is wait til 4th to 11th Dec, I have now written direct to the Customer Relations Manager.

When you deal with a massive company who will not send you an email or text to confirm they are actually taking responsibilty for such  a badly managed promotion you need to log your complaint with head office, the Ombudsman and Ofcom. 

 

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2: Seeker

Does anyone know where the tlc direct URL came from. I had never seen any reference to this in the communications, but then after I didn't get the gift email after registering 30 days post sale, tlc said that I was too late as they had sent the gift mail. They then quoted the terms in that link that I had never seen before. I was waiting for the gift email, never got it and apparently contacted them too late. I was fuming!  They then went on to attempt proof of email delivery showing some database query. Apparently 93% of people who registered for their gift have claimed the gift using the email link. What a terrible process - why don't Vodafone use their SMS confirmation ?  Anyway, after multiple web help chats and a call to Vodafone customer support, they said that they have sent tlc a request to get my gift resent. 4 days later - still nothing!  I feel so angry at Vodafone for allowing such a poor process. No doubt I'll have to spend even more time on the phone next week...

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2: Seeker

So my 30 day for delivery finished last week. Still no sonos speakers or no idea when they are coming. I’ve phoned TLC 3 times. Each time giving a new excuse and each time just tell me they will be with you soon. Soon? Please define soon in a timeframe. So frustrated. Why run a promotion if you can’t cope with demand. September I went live it’s now December. How about I wait 3 months to pay my bills? No because you will cry like a little girl won’t you Vodafone?

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12: Established

My Mastercard arrived today about 12 weeks after I moved to Vodafone broadband.

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1: Seeker

Hi. Did you get an e mail with how to activate it ?? Got my card but no e mail ? Frustrated as no one is answering at the call centre. Thanks. 

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3: Seeker

Hi,

 

Could a Vodafone admin message or telephone me about this offer as I am getting nowhere.

 

After jumping through the various offer hurdles (all within the required timescales) I managed to place an order for a Sonos speaker (Christmas Present for my wife) on 6th November 2017.

 

Although I still have not receoived an email regarding my "order" the web page said to wait up to 30 days for delivery for tech gifts.

 

It's now 11 December and I have heard nothing, the listed telephone number (0330 124 3813) just says all agents are busy (been waiting now for 40 min on hold).

 

I've also sent them a chase email via their offer web page but again no response....

 

Is this really how Vodafone wish to treat their new customers?

 

Henry

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Moderator

Hi all,

We're sorry to see there's been some delay with your free Broadband gifts.

For the latest information on the delivery of your gifts, or for any queries you may have regarding the promotion, please call TLC Marketing on 0330 1243 813 Monday-Friday between 9.30am - 5.30pm. Alternatively, they can be reached through their dedicated page.

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3: Seeker

Thanks Natasha for your post but the problem (for me and others) is that TLC Marketing are not responding to emails (via their dedicated web page) or to phone calls (I spent nearly an hour today waiting on hold).

 

Following your above post I've just tried to call them again today (11 Dec 2017) at 17:15 (GMT) but a recorded message says their office is now closed even though it's not yet 17:30....

 

Any other ideas on how to contact TLC, at the end of the day they are representing your company (Vodafone)

 

Regards Henry

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2: Seeker

@Natasha wrote:

Hi all,

We're sorry to see there's been some delay with your free Broadband gifts.

For the latest information on the delivery of your gifts, or for any queries you may have regarding the promotion, please call TLC Marketing on 0330 1243 813 Monday-Friday between 9.30am - 5.30pm. Alternatively, they can be reached through their dedicated page.


This isn’t good enough. You can’t speak with them on the phone and they don’t reply to emails. I phoned on Friday at 10am and a message said we are too busy call another day. I have spent literally hours on hold with them and the call is never answered. I can’t even make a claim as you Vodafone have provided the incorrect date of when I should have made a claim! I have had no response from you on here or from the two complaints I have made. 

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1: Seeker

Similar issues here. I contacted them (TLC - Total Lack of Cutomer service...) via email on day 30 (i.e. when my speaker should have been delivered), and did actually get a response on the same day (8 December):

 

Hi Tim
Thank you for your enquiry.
We have now received your order for Sonos PLAY:1 Wireless Speaker
Orders can take up to 30 days .
When delivery is due you will receive a text or an email from DPD.
Kind Regards
Manda
TLC Customer support
On behalf of Vodafone
 
Which is in some way reassuring, but completely ignores the fact that I have ALREADY waited 30 days, and they received my order on 8 November! What a bunch of jokers...
 
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Administrator

@Henry_Wright @mburns9273 We'd be happy to chase up TLC for you and put you in contact. So we're able to do this, please contact us directly using the link in the private message I've sent. 

@TimSB I do apologise for the delay you've experienced, however it's nice to know your free gift is on the way 🙂

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2: Seeker

Hi - I am also unable to contact TLC.

 

Tried to phone on mutiple occasions & sent emails - no answer or reply to emails. I have wasted hours....

 

I recieved my £75 pre-paid Mastercard a week ago but did not recive any email to enable me to activate it.

 

Can you plrease help ?

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1: Seeker

I've had the exact same email (to the very word, including the agent's name of Manda) as TimSB on the 8th December aswell. I replied to point out that my 30 day date has passed (the speaker should have arrived by the 6th December) and have had nothing back. Clearly it's an automated email they've been sending out.

This promotion is ridiculous. I'm seriously considering cancelling my direct debit until this is resolved as this is blatant false advertising.

Not impressed, Vodafone.

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2: Seeker

Same issues! I was due to receive the Sonos speaker before or on the 30th day which was 3/12/17. I waited a couple of days to give them a chance. Phoned(30min wait) and they said it was with their fulfilment team and I should have it before the end of the week(9/12/17). Nothing! No DPD delivery attempt that I thought I may have missed. I tried contacting them on the 11th and 12th eventually getting through today(13th) where I was met with the answer, “it is with our fulfilment team and you should receive it sometime next week.” Not good enough!! I explained last weeks conversion and they hit me with a back log story which is not good enough, and then a “the snow has been bad” story, not good enough then waiting for a replenished stock. Likewise, as with some comments, why should I continue with my broadband when the deal/contract is not being fulfilled by all parties? This needs to be sorted fast!

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1: Seeker

I've had the same situation. No contact front TLC. After 30 days claimed stock was due. A week later said it was with distribution team and I'd be called back. I wasn't. They just keep saying it will be sometime soon. Clueless. 

I also emailed Vodafone customer service and have not had any response  48 hours later. Is stopping the direct debit until delivery a reasonable action as they have gained new custom under false pretences?

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2: Seeker

Vodafone, please stop telling us to contact TLC. They do not care. I’ve contacted them 4 times and every time they say I should receive by the end of the week. My gift is now 3 weeks overdue. You need to chase this for us because they will literally tell us anything to get off the phone to us. Also the average wait time on hold to TLC is around 30min. Very frustrating. Vodafone please do something this is not fair and not how you should be treating your customers!

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Moderator
Moderator

@SmithR10 We're sorry to hear you've been having issues contacting TLC. Have you managed to get in touch with them? Please keep us updated, if you've not received a resolution from them, please let us know and we'll be happy to investigate for you. 

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1: Seeker

I have been so fed up with this.  Told wrong  information by Vodafone on so many occasions that it went past the window I could use the tlc website. I was told I qualified and I have been promised call backs by managers on more occasions than I care to remember. The tlc website says it doesn't recognise my details. Can't get through by phone. I'm told  by email I did qualify but I'm too late and basically don't contact them again. Ring vodafone told I don't qualify, when I ask to speak  to a manager I'm then told oh yeah I can see on your notes you do qualify. I have logged a complaint using resolver on money saving expert. Vodafone sent automatic reply saying someone will contact me in 2 days. I'm currently in the middle of week 3 and nothing.  When my complaint gets to week 8 it will go to the ombudsman as it was one of reasons I renewed my contract.  I've told Vodafone I want the headphones or the monetary equivalent so I can get them myself as this journey has been ridiculous. I'm surprised anyone has got anything! 

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2: Seeker

Contact me Vodafone TLC ARE USELESS

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Moderator

I'd like to apologise to you all for the delay in receiving your free Broadband gift.
I appreciate how frustrating it can be when you're waiting to get your hands on your delivery.
You can check out a list of FAQs here.
For more support and help, you can submit the contact form - which will put you in touch with the specialist team.
Alternatively, you can give them a call on 0330 124 3813 (Lines are open Monday – Friday 9.30am - 5.30pm).
Please note, calls to this number are charged at your standard rate.
Please be sure to keep us updated.

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