vodafone issues

[CBS456]

These people dont seem to be able to help.

 

For over a week I have been without reception at home on two phone - iphone and blackberry. Vodafone can not say when the cell will be fixed. Quite simply I need a phone and service and want to cancel and move to EE or someone else that provides working services. Vodafone want to charge be £400. I have offered for them to buy back my phone but they didnt reply or help. They offer what they think is compensation. Quite simply not paying the monthly fee is correct as I have no service. This is not compensation. I want to leave.

 

Good afternoon XX,

 

Thank you for your call to Vodafone. As we discussed today there is a problem with the cell site in your area, and this is being looked it to, I am unable to give you a timescale of when this will be up and running again. We have offered to credit your account with £56.25 which is one month’s line rental for the two numbers on the account, for the 6 days you have been without signal. If you are not happy with this we can offer you 25% off your early termination fee instead.

The number XXXXXXXX is in contract with us until 02/03/2014, if you wish to cancel the early termination fee as the account stands today is £487.89, but we are willing to offer 25% off this as a gesture of goodwill.

The number XXXXXXXXXXXX is on a 30 day sim only deal which means you can provide us with 30 days written cancellation and there will be no early termination fee, as this is a 30 day contract.

If you are happy to accept one of the above you can reply to this email or call our customer relations team on 08080 044688.

 

Kind regards

Cat Silvester

For and on behalf of

Guy Laurence

Vodafone UK CEO

Phone: +44 8080 044688

Vodafone Limited, The Connection, Newbury, Berkshire RG14 2FN Registered in England No 1471587

[CBS456]

Still no service and no help from Vodafone. Now one week with phone service.

 

They have just replied with another useless offer as below:

 

Thank you for your recent email to Vodafone. I have once again spoken with our technical department who have advised me that the cell site which is affecting your signal is having upgraded components added to it. This site is 3rd party owned and is on land where we have had to have permission to enter. I have been advised that there is no timescale as we spoke about yesterday but there may be an update so I would advise you to run updates on your handset tomorrow late afternoon to see if you are able to get a signal.

I have had a quote for your iPhone 4s 16gb black from the buy back scheme which would be £203.00, you would need to contact them if you wish to go through the buy back scheme, and you can contact them on 54321 from your Vodafone handset. This would mean you would have to pay £284.89 to terminate the contact with Vodafone. If you wish to speak to a member of our customer relations team you can call us on 08080 044688 and one of our team will be able to help.

 

Kind regards

Cat Silvester

For and on behalf of

Guy Laurence

Vodafone UK CEO

Phone: +44 8080 044688

Vodafone Limited, The Connection, Newbury, Berkshire RG14 2FN Registered in England No 1471587

[CBS456]

from campaigns.vodafone.co.uk/guylaurence

 

I'm Guy Laurence, the Vodafone UK CEO.

I'm committed to ensuring we provide the best service possible and am therefore passionate about listening to our customers. If you'd like to give me any feedback about a great experience, or to report an issue to me, please use the form below.

 

Guy Laurence if you read this please can you contact me.

 

I can't get passed Cat. She says her answer is final.

 

I'm not satisfied and want to make a formal complaint.

 

I have had no service om 2 phones for a week now. I need phone service. So sort me a deal out so I can go elsewhere and stop wasting my time. This is tiresome.

[CBS456]

someone from India or wherever called me today called Ali.

 

He said if I am without service for a month Vodafone will compensate me by me not having to pay the months line rental.

 

What a joke.

[IdaInFife]

Hi CBS,

 

I have created a thread of your own you may want to see if the web team can help

 

Hi CAG members,

 

We thought it would be nice to introduce ourselves and to assure you all that our presence on CAG is with the very best of intentions.

vodafone UK has recently introduced a dedicated Web Relations Team which is keen to seek out customers who’re having difficulties with their accounts and feel that they have no other place to turn to than CAG and other consumer forums and blogs.

Naturally, it’s not possible for us to help directly with account specific queries on CAG and as such we would encourage those members who feel we can help them to contact us privately at eforum.web@help.vodafone. co.uk

quoting ‘WRT135 – CAG Forum’ in the

subject line to ensure that it reaches the Web Relations Team.

 

When emailing us we would also ask that you either provide us with a link to your post or thread – if you’ve posted in another member’s thread please also provide your CAG username so that we can check what your query is.

[CBS456]

You have the funds but you are greedy

 

telegraph.co.uk/finance/newsbysector/mediatechnologyandtelecoms/9323280/Vodafone-in-controversy-over-its-tax-bill.html

 

 

Pay your way

 

Pay your tax

[CBS456]

Another day and still no phone service from vodafone.

 

Still no response from vodafone

[ims21]

Another day and still no phone service from vodafone.

 

Still no response from vodafone

 

Have you followed the instructions in post #5?

[CBS456]

Have you followed the instructions in post #5?

 

Hi,

 

Yes did that the same day as posting - received auto reply but nothing since.

[ims21]

OK I'll send an SOS to the Vodafone rep for you.

[CBS456]

Thanks they just replied.

 

Thanks for your recent email.

As your concerns are currently being handled by our Director's Office I'm afraid I'm unable to assist you further.

However, please be assured that I have made Cat aware of your thread and am confident that she'll update you again as soon as possible.

Kind regards,

Lee

Web Relations Team

Vodafone UK

 

Not helpful though as Cat hasn't help and we still have no phone service and Vodafone are now trying to rip me off for £400 +

 

Plus they don't pay their tax.

 

Cat and Lee are you just waiting and hoping the problem will be fixed and I will go away?

 

Because of the way you have handled this I want to cancel my agreement with Vodafone regardless.

 

Whats going on?

 

Why no replies with real information.

[CBS456]

Vodafone are useless.

 

Either they are trying to wind me up or Cat and Lee are incompetent.

 

(I still have no service).

 

LEE emailed me the below today:

 

''Thanks for coming back to me.

I've referred your email to Cat who will reply to you as soon as possible.

Kind regards,

Lee

Web Relations Team

Vodafone UK''

 

THEN AT 17.10 TODAY CAT FROM VODAFONE EMAILS ME THE BELOW??????????????????????????????

 

''Good afternoon XXXXX,

 

Thank you for your recent email to Vodafone, due to the data protection act I do not have a copy of your Vodafone mobile number or account number. If you could please forward this information on to me I will be able to provide you with the information you requested.

 

Kind regards

Cat Silvester

For and on behalf of

Guy Laurence

Vodafone UK CEO

Phone: +44 8080 044688

Vodafone Limited, The Connection, Newbury, Berkshire RG14 2FN Registered in England No 1471587

[CBS456]

If Cat does not have my Vodafone mobile number how did she calculate the fees??????

 

Farcical.

[CBS456]

This is weird? Now Lee doesn't know who I am or what my enquiry relates to? Yet as per the above he referred it to Cat?

 

 

Thanks for your recent email.

As I've not been dealing with your case I'm afraid I'm unable to locate your account.

As such, could you provide me with a contact number on which you can be reached and either me or a member of our Director's Office will get back to you as soon as possible?

Kind regards,

Lee

Web Relations Team

Vodafone UK

 

---

 

I replied with relevant info but have now lost any confidence they care, are organised or know what they are doing.

 

Still haven't received copy of complaints procedure either.

Edited February 17, 2013 by CBS456
typo

[CBS456]

I asked Vodafone not to call me. But to put in writing.

 

Despite that they called me!

 

See below:

 

Thanks for coming back to me.

Although I wasn't able to reach you just now could you let me know when you'll be free between 12:00 and 19:30 when I'm back in the office on Wednesday?

I appreciate that you feel it's best to keep things in writing, however, it may be more beneficial to discuss matters over the phone.

In the event that you don't wish to speak to me over the phone could you resubmit your query via the Contact us form here quoting the code WRT135 - CAG Forum in the subject line together with answering the security verification questions asked once you've selected the Pay monthly customer option?

Kind regards,

Lee

Web Relations Team

Vodafone UK

 

-

 

Anyway this wouldn't be too bad if I could just email. But thats not possible as you see above. I have to click a link and enter a code etc....

 

So I try this and it doesn't work - the page dont load and just times out

 

as below

 

Proxy Error

 

The proxy server received an invalid response from an upstream server.

The proxy server could not handle the request GET /system/selfservice.controller.

 

Reason: Error reading from remote server

 

 

ATTN VODAFONE PLEASE SEND ME NORMAL EMAIL OR A LETTER!!!!!!!!!!

[CBS456]

Still no reply!!