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Totally annoyed with Vodafone * Problem Finally Resolved

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gedk
3: Seeker
3: Seeker

‎16-11-2017 10:29 AM - edited ‎23-11-2017 02:15 PM

Im hoping someone can help as Ive spent hours on the phone to India and all they have succeeded in doing is making the problem worse.

  In february this year I tried to cancel a contract within the 14 day cooling off period, I returned the handset which was an early upgrade.  All year I have spent litereally hours on the phone and in the web chat trying to return my contract to its original tarrif. 

All year Ive paid for a handset/contract I returned and have since been entered into another two 24 month contracts which are more expensive have no free handsets that I didnt even ask for !  terms and conditions were not provided as I wasn't even made aware that this was happening.

    Talking to someone on the other side of the world who pastes scripts off a screen does not work when you need a problem resolved.  

I have repeatedly asked for an email address and phone number of a uk based billing team and been refused.

This morning I patiently and politely asked several times for a UK based number I could phone but was fobbed off.

Ive tried to find a number for a vodafone store to hopefully get a phone no. of them but the only number listed is the one to india.

Ive been with vodafone for about 15yrs, but this ##~## poor customer service obviously means they dont give a ##~## about their customers anymore..

 Seems to me that you can only speak to someone in the uk if your a potential new customer, if its not the case then can someone please provide me with a phone number.  It has to be a landline as the mobile signal where I live is rubbish

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gedk
3: Seeker
3: Seeker
In response to gedk

‎23-11-2017 02:11 PM

A big thank you to Dannie of the social media team for calling me and sorting out my account.

I just wish we could have spoken back in February ,  it would have saved a lot of time and stress.

   

  I've spent hours on the phone to India and in webchat this year to try and get a problem fixed that took Dannie about 1 minute to resolve.  Speaks for itself really.

I believe offshore call centres can work to an extent , but if you have a problem that is failing to be resolved there should be an option to request a transfer to a uk call centre. 

 

 

 

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jonb
4: Newbie
In response to gedk

‎28-11-2017 11:57 PM

This is my experience too.

You can spend days, week and even months on the phone or Webchat and get nowhere. You spend hour, upon hour going over the same ground, trying and retrying the same thing which failed the day before, and the day before that, and... Though this time the "guarantee" that this will resolve the problem sounds even more hollow.

Finally, you get to speak to one person who actually knows what they are doing and sorts the problem in a few mins. Their competence and helpfulness only serving to throw the spotlight on the complete ineptitude of all the previous people you have spoken to.

And following the issue finally being resolved, you can look forward to the next issue you hit playing out in a similar vein

Vodafone really do need to get their act together and get more people like the "Dannie" mentioned here to sort issues quickly and cleanly, Maybe then they would not have the dubious pleasure of topping the list for worst customer satisfaction according to Which

It would probably be cheaper for them too. I would think that 1 person sorting the problem in a few mins must be more cost effective than the 10's or possibly even 100's of people i have had to contact to resolve issues in the past.