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ArmchairPundit

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About ArmchairPundit

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  1. I'm not saying it's anyones responsibility to update threads - my comment was that once again Lee from Vodafone had failed to follow up a complaint as he promised to do. In this case he made it appear as if he was resolving the individuals complaint, but according to the OP had failed to email back after the 22nd October 2013 (despite saying on this thread on the 24th October 2013 that he was going to call back). No idea where all this data protection nonsense is coming from, but thanks for the links.
  2. http://www.telegraph.co.uk/finance/personalfinance/household-bills/11276730/T-Mobile-prove-you-suffer-blackspots-seven-times-a-day-for-refund.html http://www.dailymail.co.uk/news/article-2863122/Out-touch-Vodaphone-tells-customers-lose-mobile-signal-THREE-DAYS-pay-compensation.html If you're suffering network issues the two articles above are quite helpful in explaining how you can go about requesting compensation. If you're suffering network issues, then make sure you read through the terms and conditions on your contract before you request compensation, and as the article suggests you should attempt to compile as much evidence as possible when doing so. Taking snapshots of your mobile phone screen to show a lack of network coverage is strong supporting evidence for example. Remember - it's no good suffering from no signal for months before you report the issue to your provider. In many cases, if after you've reported the issue to your operator on several occasions and they haven't rectified the issue then you can actually seek to cancel your contract as per the operators own Terms and Conditions.
  3. I think the salient point that you are missing here is that Lee's contributions to this forum are driven by the fact that he is employed by Vodafone to monitor customer problems across a number of online forums to protect their brand - http://blog.vodafone.co.uk/2014/10/30/independent-forums/ - a cursory google of "Lee Vodafone customer services social" shows you just how many forums he covers. Whilst his previous track record may have been thorough it is important that posters like MissSmith31 are given the opportunity to raise aggrievances against a company rep if he/she is unhappy with the customer service. You must respect the fact that MissSmith31 is a paying customer of Vodafone, and as such it entitled to expect a response that she is happy with - there is absolutely nothing wrong with her venting her frustrations against Vodafone on this forum. The moment you start closing threads and responding sarcastically, as your response above shows, you take the initiative away from consumers and place more power in the hands of Vodafone - who by all accounts, are very very poor in dealing with their customers' issues.
  4. Have to agree with this. Can the CAG mods STOP advertising Lee's services by calling him a "very successful rep" - I don't dispute that he may have resolved people's issues in the past, but to advertise him as "very successful" gives off the wrong impression to newcomers to this forum. How about pointing people in the direction of Lee, whilst also reminding them of other options available to them - like going directly to the Ombudsman (if the complaint has been active for longer than 8 weeks) or taking the issue to a small claims court.
  5. The post above me clearly shows that Lee is lying. Let's all be really clear by what Lee means with his post: "Over the last few years, we've helped several hundreds of people via CAG. However, not all of them return to their threads to confirm that their cases have been resolved.Although we may not be able to resolve every case which is posted, we do aim to reach a positive outcome wherever possible." Translates into: "over the past decade we've cornered people into paying extortionate phone phone bills if their phone gets stolen. Sometimes these people grow so despondent at the lack of Customer service available through Vodafone, that they post on public forums looking for help as a last resort. Often, we just don't bother following up with these poor customers, but on the odd occasion that we do actually resolve the issue for the customer we do so to avoid a PR nightmare."
  6. Am I correct in understanding that you were on BBC Watchdog last night? Outrageous to think that the Government had instructed Mobile Phone operators to implement 'credit-card' style caps on stolen phone usages but that nothing has been done about it. Hopefully the courts see this.
  7. "he advised that it was wrongly applied and in the event that I needed to make a claim, they would have honoured it" You just have to love this line from EE. There is no way on Earth they would have honoured the claim if you had to make one. No way. Issue them with a 'Letter Before Action' immediately stating that you want all the insurance payments refund along with interest (at 8%) - do the calculations, present them with the total amount you are requesting. Remind them that if they choose not to respond, in writing, within 14 days then you'll be taking them to court.
  8. What I've gathered from a lot of threads on here (that involve complaints against Vodafone) is that Lee is fairly useless and is simply there to boost Vodafone PR and make it look as if they are actively seeking to resolve people's problems. The reality is; you'd probably get further/save yourself time by either directly escalating with the relevant individuals at Vodafone and/or taking the issue directly to court. Keeps hacking me off when I see regular posters like Dx advertising Vodafone's services by saying that CAG has a "very successful Vodafone rep'' on the forum - this is completely misleading as it makes people feel that once they've contacted Lee that they're in good hands (and that they can consider their issues effectively escalated). A number of old threads I've read through have shown the exact opposite to be true, with people complaining a few months later that Lee has failed to either get in touch with them or assisted in resolving the issue.
  9. 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.
  10. Read the T&Cs that came with your contract. Vodafone have to refund you for the times that you suffered network issues. If they fail to rectify the network issues you can cancel with without termination fees (Under Clause 11b). You'll have to go to court before you'll get Vodafone to agree to this unfortunately. But once in court, they won't bother turning up and you'll win the case. My advice is, keep a solid journal of ALL your correspondence with Vodafone - record phone calls, use the live chat function on the Vodafone website and save the chat transcripts.
  11. Notify them as per their T&Cs that you wish to cancel your contract because they have continuously failed provide you a service that they should have done and have failed to rectify this. They won't bother cancelling. Don't bother taking to the Ombudsman. Go straight to small claims. You'll get the contract cancelled and a refund from the date that you asked for the cancellation. Don't bother doing anything else. Ombudsman etc is a waste of time. Complete waste.
  12. Take them to Small Claims. The judge will enforce the Ombudsman's decision, and you can claim for additional compensation as well - court costs, distress, inconvenience, travel costs etc that you've incurred as a result of Vodafone's negligence. It's not even touch and go in your situation, Vodafone definitely won't bother turning up AND you have the Ombudsman deciding in your favour. Though £130 seems a bit low, considering you have 5 contracts with them - I would seek more if you've had ongoing issues with them. You're right - mobile phone operators do not conduct themselves in the correct manner BUT they prey on people's apathy and unwillingness to chase issues up (in court). Most people just won't bother to take them to court, and that's where they succeed in fobbing off complaints.
  13. The cost of the phone is irrelevant really to the point I was making. A contract is a two-way agreement; if I fail to meet my direct debit payments, my credit rating gets trashed - if the operator fails to provide an adequate service I have to jump through several hoops of internal dispute to be fobbed off, because their "T&Cs say so" You would have though that the phone being given for free (and therefore not being part of a hire-purchase agreement) would incentivise operators to provide a better service, so as to prevent people from legitimately cancelled fee-free and getting a phone for below the retail price. But they're well aware how hard it is to cancel the contract, even if you have legitimate reasons to.
  14. Not sure if anyone had the chance to watch Watchdog last night, in regards to their section regarding mobile phone operators. What was highlighted was that (as many are already aware) unfair T&Cs favour the mobile phone operator considerably when it comes to network issues. So many people, including myself simply aren't able to make calls when we want (or suffer the dreaded 'call failure' during an important phone call), but any hopes of cancelling the contract (in the face of unresolved network issues) fall on deaf ears. So what are the options? Well, I can raise a complaint with the communications Ombudsman, but the outcome of this is unlikely to be any more favourable than the inadequate resolutions that the mobile phone operators offer (ie strongly in their favour) - the reason why, is that the Ombudsman seeks to match the consumer's complaint against the retailer's T&Cs - and we all now how unfair and biased those are. Until Ofcom puts pressure on operators to amend their T&Cs, consumers are always going to be heavily disadvantaged when it comes to legitimate complaints. So, quite simply, it seems that court action is a much better option if you have severe, prolonged and unresolved network issues - it would be interesting to hear from anyone on here if they have taken an operator to court over network issues/breach of contract as a direct result of this?
  15. Hi Brigadier, Thanks for your response. I'll explain in further detail - Vodafone broke the terms of their agreement (T&Cs) so I wrote to them asking them to cancel the contract, which they refused to do. I raised a complaint with the Ombudsman, who got an investigations officer to look into it. I wasn't happy with the investigating officer's judgment, so the case has now been passed onto the Ombudsman proper for resolution within the next 8 weeks. My issue was, that I'm unhappy to wait 8 weeks, and then have to issue Vodafone with a 'Letter Before Action', then wait a period to allow them to respond, then wait to get a court hearing (I'm sure Vodafone will finally choose to respond right before this) - in this time I would be paying £40 odd a month for a service that they should have cancelled months ago. Thank you
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