Customer care help / Complaint

[StuartKicks]

Hi

Hoping to get some help as I am getting my soul crushed speaking and chatting with CSA's.

Wednesday - decided to upgrade my wifes phone via TOBi chat. Speaking with Kelsey, I asked her to talk me through SIM only and a handset upgrade. She placed an order for SIM only without considering that I also wanted to potentially upgrade. The chat took 1.5 hours and had to be taken over by another member of staff who realised that I had been missold. At that time he offered to get me chatting to someone who could fix it but by this stage I was just annoyed I had spent so much time and told him I would call on Thursday to sort and make a complaint.

Thursday - Called 191 and asked for complaints - person I spoke with reversed the SIM only and got me through to someone to complete the handset upgrade. All seemed to go okay. Call took well over 1 hour. Get a text later that night thanking me for cancelling my order.

Friday (today) get a text saying there's been an error with my order and it will take a further 5 working days to fix the problem. Invites me to call 191 to discuss. On chat and no one has any idea what's going on, what the error is, why the text has been sent or what I need to do.

I have no spent well over 4 hours on chat and phone with various staff and it's just starting to feel ridiculous, my order has been messed up twice in a row now. What am I supposed to do to deal with it?

Thanks in advance. 

[hrym]

Your best bet will be to talk to the Social Media team on Facebook or Twitter.   Once you're talking to them privately, put in a link to this thread, which explains the issue clearly - that'll save you repeating yourself.   You can then leave the matter with them and they'll be able to report back - hopefully that it's now resolved.

[StuartKicks]

Just as an update.

I have to credit a member of the Vodafone team, Kieran. Who came across me on online chat, but by which stage I disconnected from him out of shear frustration, I had been cold transferred 5 times in a row by ‘customer care’. Even though I disconnected, Kieran took the time to call me on the phone, read all the notes from the last 2 days and fixed the problem. He told me he had worked at VF for 5 years and probably knew all the common problems for orders and he spotted what was wrong with mine. Guy is a credit, he genuinely went the extra mile and it restored my confidence in VF.

Seeing as I made a public rant, if possible could the staff here pass on my thanks to Kieran and his manager - Thank you and happy Christmas Kieran!!!

[Mark]

That's great news @StuartKicks, I'm glad to see Kieran was able to help and made such an impression on you too! As we'll need access to your account to find Kieran's full name and his Team Leader so your thanks can be fed back, pop us a message via our social channels and we'll be more than happy to pass on your message.

[FTTPBABY]

Sorry I dont use any social media. I’ll send you a private message here with some details that you could verify.

[Mark]

Due to the amount of queries we receive on the Community @FTTPBABY  we’re unable to respond to PM’s. If you're unable to reach out to us via social media, please contact us via Live Chat, or by calling 191 from any Vodafone number. 

[FTTPBABY]

I’m not doing live chat or 191 I spent over 4 hours just trying to order a phone the last week. And that’s an established process, you think average Joe is going to deal with the query okay.