Despicable customer service

[SJB_01]

I have had an ongoing complaint with Vodafone since April 2020 which today I was told has been resolved because I received a £40 credit as compensation. Errr....No Vodafone, what about the months I was paying you for a handset that wasn't working?

A £40 credit does not cover the 9 months I was paying handset that didn't even switch on let alone operate as a mobile phone!

Despite countless calls to customer services, promises of a repair kit being sent (and never received) a repair was only finally carried out in December 2020. I was NEVER offered a courtesy phone and had to resort to using an old handset with a damaged screen as a replacement for the faulty one, for which I was getting billed £40 a month!

After more than 12 years of loyal service I am beyond disappointed that this is how I get treated.

My experience with Vodafone has been nothing but frustrating, bewildering and seriously bad for my mental health. Roll on March when I can finally cancel my contract! 

[AnnS]

Hi @SJB_01 

It sounds like you have been through Customer Relations and they have finalised the complaint and given you a £40.00 credit as a goodwill payment.

Couldn't agree more that Vodafone should have sent out a repair envelope when first requested and got the handset repaired.  When you have a contract the handset is separate from the airtime contract and as far as Vodafone would have been concerned, you are able to use the SIM in any handset and still get the same service.

As you are not satisfied with the outcome, you are entitled to take this further and raise this with the Communications Ombudsman, they will liaise with Vodafone on your behalf and come to an amicable solution for you and Vodafone.

[SJB_01]

Thank you for the reply.

I will be taking this to the Ombudsman and I will also still be cancelling my contract in March. There are far better providers out there who treat their customers with more value and respect.