HELP! The horror of Vodafone web ‘support’ that left a caller in despair
MANY Vodafone customers have complained about going round in circles with customer advisers on the phone and via its web chat. Here is a taster of David Short’s horrific experience.
1 Jan 16, 2016. Duration: 00:32:07
DAVID SHORT:
Hi Vikram. My phone appears to have been disconnected. There is an ongoing problem with incorrect bills being received every month. Can you tell me what’s happening?
VIKRAM:
Sure David. I will activate this number for you. They will recalculate your bill and any incorrect charges will get removed.
2 Jan 18 – 01:25:55
DAVID SHORT:
Hi Sanket. I contacted Vodafone on Friday as my phone was emergency calls only. It was reactivated and told it may take up to 24 hours. However, I’ve still got emergency calls only and showing as no Sim card. I’ve taken the Sim card out and restarted the phone a few times but still not working.
SANKET:
I have raised request for reconnections...Your number will be activated in 12 working hours.
3 Jan 19 – 00:46:59
DAVID SHORT:
I need to be transferred to the complaints department. I still have no service on my mobile... I now been without my phone for 3.5 days.
GAURAV:
Please be assured I have had a word with my manager and we are looking into the issue manually.
4 Jan 21 – 01:12:38
DAVID SHORT:
Hi Tarun. Here we go again. I tried to phone your complaints number and it just brings me to the main menu. I WANT TO SPEAK TO AN ADVISER AND MAKE AN OFFICIAL COMPLAINT!
TARUN:
I really apologise. We are adding some new features to your account.
DAVID SHORT:
What new features? I still need a Sim to work first of all.
TARUN:
Your Sim will activate anytime within 12 hours.
DAVID SHORT:
Last night I received a weird email to welcome me to Vodafone as if I had just signed up as a new customer. What is going on?
TARUN:
I assure you David that your Sim will activate within 12 hours.
DAVID SHORT:
What do you mean? I am not happy and want to get my phone activated now or just be told exactly what is happening. What new features on my account are you referring to?
TARUN:
I can understand your point David. But I am doing my best to help you.
DAVID SHORT:
Vodafone can’t even get my bill right. No wonder it is the mobile provider with the most complaints. Vodafone don’t even make it easy to make an official complaint. Sorry, I know it’s not your fault but I need to get this sorted now. If you want to transfer me to a supervisor then please do.
TARUN:
David, I can understand your point but a superviser will advise you the same.
DAVID SHORT:
Can you give me an email address to get this sorted. I am going to send them copies of my extensive live chat transcripts.
TARUN:
In that case David, you have to visit the nearby store.
DAVID SHORT:
Last time I was transferred to upgrades and cancellations. Can someone there help me?
TARUN:
You either have to call 191 or visit the nearby store.
DAVID SHORT:
I feel I am going round in circles. Can you please provide an email address to someone in the UK or a complaints department.
TARUN:
Sorry David, but there is no such complaint email.
DAVID SHORT:
Vodafone doesn’t have a complaints team? A multi-billion pound company? I’m losing the will to live.