Vodafone Customer Service is absolutely shocking

[kittypop]

Anyone had any experience of Vodafone and their Customer Service. I have never had so much stress dealing with a company. Have been told lies, been promised call backs which never come, promises that everything will be resolved shortly. This has gone on for over 2 months. Anyone else pissed off with them? Even better do any Mumsnetters work for them or have you done in the past?

They are useless, my only advice would be to leave!

They are appalling. I made the mistake of switching to them a few years ago. They screwed it up completely and didn't have a clue what to do. I posted on here at the time and a lovely Mumsnetter gave me a number for Customer Relations based in the UK and they sorted it out straight away. The number is 0333 304 0567.

I have actually found them very helpful. I had a billing problem a couple of months back so was directed to the correct area who texted updates and once it was resolved about 2 or 3 days later.

They are always on the top ten list for crap service with Martin Lewis etc.

They are awful. I'm counting down the days until my contract ends so I can leave!

PinkSparklyPussyCat thanks for that - just tried - they have changed that number - I spent an hour the other night trying to get through - no answer. Have tried several time since with no joy. I did however phone their Upgrade line and got through within 2 minutes surprise surprise. The guy put me through to Customer Services but they are useless.

Because they closed down a good contact centre and move the work to the North and abroad (where it’s cheaper)

Alloftheboys I think that's why - and if you do an online chat they apparently can't check anything. I have spent hours and hours on this.

Could you try tweeting them? I only joined twitter so I can get a response out of companies who have shit customer service.

After 10 weeks you can complain to the ombudsman. Copy in the ceo and the daily mail. They respond pretty bloody quickly when you do that.

TheHodgeoftheHedge tried that - am now slagging them off via Facebook - well me and another few thousand people are! TheBiscuitStrikesBack that's my next port of call. The next time I get a mobile contract I will check their customer service rating first!

I fought with them for over a year, promised discounts that never came, phone calls that never came, they ignored an official letter of complaint - they were horrific.

I eventually found resolver and complained through them, it was resolved within 48 hours and i was let out of my contract early with no fees. They are a bunch of useless bastards and I wouldn’t go near them again

www.resolver.co.uk/companies/vodafone-complaints

Good luck!

@kittypop believe me I have personal experience of the situation I mentioned.

Don't talk to me about Vodafone. A couple of years ago I made a complaint about what I felt was overcharging. I was promised a full discount off the bill. Rang them numerous times over a few months and no discount ever applied. They kept sending me bills for the full amount, supposed to have managers ring me back never happened.

While the dispute was ongoing they referred me to a debt collection agency for the outstanding amount. Months of further correspondence, a complaint to ComReg and the Data protection commissioner and no resolution. They referred me to two further debt collections agencies and threatened to bring me to court.
I rang them and told them to bring me to court, I would love that and that I wasn't corresponding further. I never heard from them again.

Absolute nightmare.

They are (or were in my experience) total shite and I will never go back to them.

They are the worst I have ever dealt with.

I got a resolution by emailing the CEO (use the website CEO mail) which then goes to an executive complaint's team

Think I will need to send customer services a link to this post - speaks volumes!

They are a TERRIBLE company. Absolutely awful customer service. I had issue after issue. Then, after I’d left they nearly stopped me getting a new mortgage approved because of their incompetence. I would never use them again.

I had a litany of problems with VF which they really couldn't care less about. Moved to 3 and have no intentions of ever leaving unless things drastically change. Cheaper, much better signal pretty much everywhere, unlimited data.

The best bit is their call centres. Going on the accents of everybody I've spoken to and the tiny delay, they're obviously based in Asia. The big difference is that most companies use Asian call centres for cheapness, aren't always bothered if the employee has really poor English, clearly don't train them and pressure them to fob you off as quickly as possible until you just give up.

I believe 3's parent company is based in HK anyway, so they haven't actually off-shored the call centre from their perspective, and their advisers are second to none, genuinely know what they're talking about and actually want to help you to resolve your issue, however long it takes.

We use them for our business phones. They are shit but have to contend with my DH who regularly beats them into submission.

Try SayNoTo0870 to get an English phone line.

YABU for even mentioning the V word as it raises my blood pressure immediately.
YABU for ever thinking you would get even reasonable customer service from them.
I can't bear to go into all reasons why they are so unutterably awful.

Leave as soon as you can is my only advice. And if you can use the chat customer service thing online. That way you can screenshot everything that is said/promised/agreed (don't trust they will send a transcript if asked). The call centre staff will just lie and promise the earth to get you off the phone because they are monitored on how long calls take. They seldom log the conversation, take action or follow up on anything. They're truly terrible. Second only to SportsDirect.com!

EE are good if you leave vf