Complaint

[DavidEvans007]

I spent 30 minutes waiting on the phone so, used Webchat.  The query? I had activated yesterday and a new customer offer of a free gift started today.  24 HOURS AFTER I'VE ACTIVATED

So, I asked on webchat if I had to cancel and reinstall ... I was informed that there was a SPECIALIST TEAM and that it should be easy to resolve .... but I still had to call and speak with them .... EASY? FAR FROM IT .... When I did get through after another 20 minutes, I was passed through to Broadband Technical Support!! What's technicall about it??

Then, I was called back after I'd explained my issue to be advised that I would have to cancel ..... then ONLY WHEN I HAVE NO BROADBAND can I then sign up AGAIN for Vodafone .... and it could take 30 DAYS of NO BROADBAND before I'm connected ..... all this for what should surely be a simple PAPER EXERCISE??  I saw it as a threat ... oh, if you cancel just for the offer (good offer I might add) then we will leave you without broadband so, ignore the offer and keep the service - DON'T BE STUPID ... a) It's a good offer b) I have mobile broadband c) I live in the city centre so also have plenty of hotspots and d) I value my intelligence and respect myself ..... 

This really is incredibly irational - when I had a Sky offer a few years ago change within the 10 day cancellation period after activation .... did they disconnect to reconnect? Er, No, the sorted it out ..... The same with companies when similar things have happened over the years,... to other's I've heard of .... they wanted to respect me and retain my services and stop my going elsewhere.  I guess there's little or NO RESPECT from Vodafone for NEW CUSTOMERS....?

No worries I've told the to activate the cancellation .... as I don't like the veiled threat, I won't be treated like an idiot ...... (of course I will play the system for a £200 free gift)... treat me badly and guess what? You lose.  I wonder how many other people you've activated within 10 days of this offer ..... who will feel they've missed out through a very poor level of service for new customers?

Chances are now, because of the rigidity of vodafone's processes, threat of no broadband.... I am unlikely to wait the 30 days and will go elsewhere!!  Sure, it may cost a few pound more ..... but, what's the bet I will end up being treated better and receive better service?

Get with the programme Vodafone .... the only differences between companies these days - other than Virgin Media, as they have their own cable - for companies who use the old BT lines is the price and SERVICE the customer receives........ You're not doing well Vodafone .... If what I've been told is correct, not only will you loose me but other's who've activated and are within their cancellation period.... Is what I was told true?? You did an outward bound call ... so, it's recorded - listen to it and tell me if I've heard it wrong?  Awaiting cancellation email ..... or email regarding the reward .... you decide

[BandOfBrothers]

I can well understand that your unimpressed with this as a new customer @DavidEvans007 and I agree if something has been offered as an incentive then that should be honoured and supplied seamlessly. 

Did you ring the Broadband Team on "08080 034 511 for broadband (free from all UK landlines and mobiles) with lines open between 8am and 8pm, seven days a week."

I hope this is resolved asap via the emails your awaiting. 

We have a Social Media Team here who read all posts on the Community Forum and help and advise where required. 

[DavidEvans007]

Yes, as I said, I telephoned them and oddly was put through to Broadband technical support!! They had to find information out and called me back

The call back was when I was informed I would have to cancel - then sign up again - only when my service had stopped! This means I'd then be without service for up to 30 days!! 

[DavidEvans007]

Odd isn't it that I've not had the cancellation email .... or any contact since last night to resolve this issue.

Anyone else had this level of poor service when joining?

Anyone suggest how best to go about it as I've done webchat, telephone and this forum - you'd have thought 3 options would lead to something?

[Gill1e]

I only upgraded to fibre broadband a couple of weeks ago so you can imagine my annoyance when I got a text through today asking me to upgrade and if get that offer. Surely this message should only go out to people who haven't already upgraded or I'm afraid it makes you feel like Vodafone are rubbing your nose in the fact that you upgraded before the offer was available.

[DavidEvans007]

Totally, totally get that .... and feel for the way you've been treated Gill1e

Today I have finally got some resemblence of communication - after several messages/calls/web chats I get put through to retentions who cannot do the same deal .... Plus, technically, if I leave and come back to get the offer I'm not a new customer but a 'returning' customer .... I can't even use their own buying out of a contract scheme lol 

IT should have been easy - they should have offered the gift to all those within the cancellation period, in my view!!

They've offered me a paltry £50 credit .... not the £200 gift I wanted but it's better than nowt and I've accepted only because I have a good friend who is on BT (more expensive and slower speed) to move to Vodafone .... they save £5pm and get double the speed but don't want the gift .... so, guess who's getting their gift - so, it's a small win for me and a win for vodafone 

What I don't appreciate is waitng 30 minutes every single time I call in .... UNLESS YOU PRESS 1 FOR NEW SALES then it's almost instant....... that to me is SOOO WRONG - dupe new customers in to thinking the call handling is quick.... Guess Vodafone will be near the top of the watchdog's complaint list - again

[machare]

I suggest you try again.  I have been told that I can have the free gift although my order was placed on 31st July with a requested activation mid September.  Nof fuss at all when I rang.

[DavidEvans007]

Sadly, I have tried again .... no gift just £50 offer .... because I've already activated - if my date was, like you later than the offer date I'd get it.

Still, every cloud - my friend who doesn't want the gift is with BT and is going to get Vodafone to buy them out of their remaining couple of months and sign up .... They save £5 and get double the speed .... which is a bonus for them and I get their free gift ..... yay!

[Gill1e]

I totally agree. I upgraded to fibre broadband a couple of weeks ago only to get a text message today asking me to upgrade and get a free gift worth £200. It's like Vodafone are rubbing your nose in it. Surely they certainly shouldnt be sending these messages out to users who have already upgraded.

[DavidEvans007]

Give them a call Gill1e ..... if youre within your 30 days cancellation period - ask for retentions team .... Sarah was the lady I spoke to - see what they say - Good luck