Feedback on the site and CS

[Sevalle013]

Just wanted to give some feedback on my experience with Vodafone given there's no way to do that on the site and complaints can apparently only be done through written letter or phoning directly I'm posting this here.

I've been a broadband only customer for 24 months and am not shy to say that those 2 years have been fantastic, best broadband I've ever had.

So much so, that when I received a notification that  my current contract had expired yesterday I renewed pretty much immediately.

The following day (today) I realized that my phone contract with a separate provider had also come to an end, my experience with them was not so great getting little to no reception in most places. I figured since my experience with Vodafone for broadband was so good it would be worth switching to them for mobile also.

This is where I ran into my first barrier

even if I switched accounts none of them had upgrade as an option.

I figured, makes sense, I've just switched deals, so i head on over to webchat (Tobi), Tobi can't figure it out so i get transferred to an advisor, they greet me, I type out my situation, the error message, and then...... nothing, no reply.

I figured I'd try again, I get connected to another separate advisor, this does not go much better:

not only do I get ignored long enough to get an automated disconnection warning message, the reps response indicates that they've not even read what I wrote.

The rep then asks me if I want to be connected to a dedicated sales team, honestly, at that point my thinking was that might be for the best.

I'm told I'm being connected now, I wait a few more minutes, get another disconnection warning and then....

So ultimately the results is that it is impossible for me to become a mobile customer and the experience with your customer service reps has left such a bad taste in my mouth that I don't think I would even want to be a mobile customer anymore even if i had the option (which I currently don't).

[Janey]

Hi @Sevalle013 I'm really sorry to see that attempting to switch your mobile over to us hasn't been easy, particularly since you've had such a positive experience with our broadband service. I completely understand why this has left a bad taste! 

Rest assured, this isn't the level of service we aim to deliver, and we'd love the chance to turn this around. Our Social Media team would be more than happy to look this and hopefully find a deal that suits you. Please drop the team a message to get started.