@vodafoneuk Terrible Vodafone service!

[Ryan92]

Okay, for about 6 months or so there is constantly maintenance work happening with the service and the 3G service is usually about 0.2mbps which is terrible. I was on the webchat again today for what is about the millionth time since joining in January (exaggeration maybe but you get the point )

 

Today, the advisor actually admitted there is a network problem with half of my postcode ; actually confused how half the postcode can get coverage yet the other half have issues. Nevertheless the advisor then offered a penalty free cancellation if I returned the device to them. The problem here being I changed my handset on my own accord and the one I actually have is not the one I got through the deal. I was therefore offered £5 off my deal because of the lack of internet services being available.

 

I've been promised many phonecalls from a manager to discuss this however none of these calls have materialised!

 

Do you think this is an acceptable offer? I'm not an unreasonable person ; I just want a service that works and is reflective of the level of service they advertise on their website

[citizenB]

We have a Vodafone rep on CAG - if you make contact as advised below and post the reference number you will receive back here in your thread - Lee will pick it up and look into this issue for you.

 

 

 

We advise you to follow this method to alert them to your thread:

 

 

To get this looked into further could we please you ask you to email HERE with the details quoting the code WRT135 - CAG Forum in the subject line A link to your thread would be useful

 

 

Once sent you'll receive an automated reply with a reference number.

 

 

To ensure that it reaches Lee could you update the thread with this and He'll get back to you as soon as he can?

CAG.

DX SITETEAM

[Ryan92]

Thank you

That's me send the email along following the steps above.

[maroondevo52]

Thank you

That's me send the email along following the steps above.

 

Post up the reference number

[Ryan92]

Whoops! Sorry.... #8568104

[maroondevo52]

Whoops! Sorry.... #8568104

 

Good stuff, hopefully Lee will pick this up shortly.

[citizenB]

It will most likely be on Monday that Lee will pick this up

[ArmchairPundit]

Okay, for about 6 months or so there is constantly maintenance work happening with the service and the 3G service is usually about 0.2mbps which is terrible. I was on the webchat again today for what is about the millionth time since joining in January (exaggeration maybe but you get the point )

 

Today, the advisor actually admitted there is a network problem with half of my postcode ; actually confused how half the postcode can get coverage yet the other half have issues. Nevertheless the advisor then offered a penalty free cancellation if I returned the device to them. The problem here being I changed my handset on my own accord and the one I actually have is not the one I got through the deal. I was therefore offered £5 off my deal because of the lack of internet services being available.

 

I've been promised many phonecalls from a manager to discuss this however none of these calls have materialised!

 

Do you think this is an acceptable offer? I'm not an unreasonable person ; I just want a service that works and is reflective of the level of service they advertise on their website

 

Hey Ryan,

 

When you speak to Lee (or any Vodafone customer service agent) please arm yourself with the following Vodafone terms and conditions:

 

Section 10 (Credits if there is a failure of service), specifically Clause 10a states,

 

“If we have to maintain our network or if there is a technical fault on our network that means you can't use all our services for three days in a row, we'll credit you for the line-rental charge for the period the service was not available.”

 

If you've had problems for 6 months or so, then you should be reimbursed that. Hopefully, you've been using the "send chat transcript to email" function to keep a record of every time to chat via Live Chat to Vodafone as this will help your case.

 

If they then refuse to credit you as you request in writing (can be email, send this to Lee, and address to the CR team) and they have refused that then you may wish to invoke the following;

 

Under Clause 11a of Vodafone T&C’s you may end the agreement with the retailer if,

 

“we don't do something fundamental that we should have done under this agreement within seven days of you asking us in writing”

 

What will then happen is Vodafone will refuse to cancel your contract unless you pay a laughable "cancellation fee" which you should obviously refuse to pay because you'll quote Clause 11d:

 

Clause 11d then states that:

 

“When this agreement comes to an end: In these three situations you do not have to pay all line-rental charges until the end of the minimum period. However, you may have to make a payment for your mobile equipment. We will let you know in your order form or welcome letter or welcome email if you have to make this kind of payment for your mobile equipment and will tell you the original value on which that payment is based.”

 

Presuming they didn't tell you in your "order form or welcome letter or welcome email” that you would have to make a payment for my mobile equipment if the agreement came to end under Clause 11a, then you're all good.

 

You might then think that the Ombudsman is a good place to escalate your complaint with..unfortunately this will do nothing at all, and you'll be left wondering where the last 4 months have gone and why you're still shelling out £40 or so a month on a useless phone contract.

 

My advice is to follow the steps above until Vodafone refuse to apply the 6 months credit to your account - then issue them with a 'letter before action' outlining your complaint and what you are requesting from them (i.e. fee-free cancellation + refund on line-rental charges since the network issues began). It is very unlikely they will respond to this letter.

 

You then take them to a small claims court, and it is very likely that Vodafone will call you just before the hearing to ask you to settle outside of court - of course, remember to only deal in letters with retailers, and to include all the additional costs that you've incurred pursuing them in your settlement.

 

Then post on CAG and start helping others.

Edited November 17, 2014 by ArmchairPundit

[Lee Vodafone Company Rep]

Hi Ryan92,

 

I've got your email and I'll get back to you later today.

 

Kind regards,

 

Lee

 

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