It is abundantly clear that I am not the only person suffering poor customer service from Vodafone. I cannot understand how they continue in this way. I can only assume that the senior leaders have no idea just how bad it is and therefore do not act to improve things.
Regrettably I transferred my mobiles, broadband and landline to Vodafone. In fairness, the mobiles and broadband transfers went extremely smoothly. My activation day was Monday. The landline is another matter entirely. I have spent around 5 hours over 3 days on chats and calls. The highlights of each day:
Tuesday: 2hrs - I have to keep the chat going by "just sending a dot every couple of minutes" or it will close down. The order is still shown as open in the system. It should be working tomorrow, or it may be 1st August. I can make contact again tomorrow if I wish.
Wednesday: 2 hrs 10 minutes- 48 minutes to clear security. Then a change of agent unannounced who took another 39 minutes to put me through security (nothing special in either case just the usual checks) A lengthy chat finally and I learned that a request needs to be emailed to the back office team to complete my order. It would take 2-3 working days. When told that timescale wasnt acceptable, that I expected the line to be working the following day, there was no reply and the chat dropped out, hmm.
Today: I phoned and reached the home broadband team. During an hour-long call I was told that my number is "stuck in the porting system", then that it ported yesterday so will now take 2-3 working days though that cannot be guaranteed. I asked the agent to escalate the action to activate my line - they can't! Oh and she asked whether I had phoned on Monday. Why would I? That was activation day and I understood it might take until midnight for everything to work.
Nobody can or will explain to me why it took numerous contacts from me to get the request submitted to complete my order, surely that should be an automatic action?
The final nail for me was asking to speak to a manager to raise a formal complaint and the manager refusing to take the call. Apparently their process is the manager will make contact within 24 hours. I don't recall ever encountering such contemptuous treatment of an unhappy customer.
At that point I acknowledged defeat and asked the agent to cancel my contract. The reply? They can't until the transfer completes.
Sorry for the long post. Can anyone advise please how I get a complaint in front of a senior executive?
thanks!
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