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I'm just trying to upgrade and can't get hold of vodafone to discuss my options. I have now been on hold for 51 mins and I have tried the utterly useless chat bot while listening to the terrible hold music over and over again. I will give up in a minute.
Here is the transcription from the chat bot if you want a laugh:
So…. You don’t wish to wait as the agents are busy dealing with other customers who called in before you did… and that’s terrible customer service?
If you don’t wish to wait, you could always call back later or another day when they’re less busy?
If you got connected to an agent and they didn’t do as requested or didn’t act appropriately, then THAT is terrible customer service…
As it happens I think there are a few issues with the Vodafone app at the moment (mine hasn’t worked for the last day or so) so the agents may also be dealing with additional call volumes dealing with customers who have queries about their account as they can’t service it online.
Hey @P-Creature, I'm really sorry to hear about the experience you've had with your purchase via Live Chat. If the waiting time through that channel is too long, you also have the option to call up if you need to discuss a specific plan with a member of staff. You can reach out to our dedicated Sales team by calling 0808 040 8408 from any UK mobile or landline (charges depend on your current network provider).
If you've found a plan you're happy with though, you can also purchase this without speaking to anyone via the Vodafone website. I'm really sorry that we weren't able to provide the service you were expecting via Live Chat.
Lol. Um... yes. If you're not staffed well enough to deal with existing customers in a reasonable amount of time that is bad customer service.
Also I would either expect to not have to wait for 51 mins and still not get through to someone on the phone; or for the chat service to operate as expected.
Well then, either leave your phone on speakerphone while you get on with other things (like I do) until they answer, try later when they’re less busy or grab your PAC by text message and “off you pop” 👋🏼
First World Problems
As an existing customer, surely you know that Vodafone have appalling customer services already? They will do everything they can to fob you off to the bot and get you to give up and stop bothering them.
However, if like me, Vodafone works well (except when you need to interact with them) chances are you can get a better deal from a third party as a "new customer". PAC out and back in again, a few days of faff and you've saved quite a bit of money.