Ms-Unknown/Vodafone contact info

[Ms-Unknown]

What Is Their Complaints Procedure?

If You Call Them, They Refuse To assist and State All Complaints Need To Be Logged Online??

An Email Would Help Or Even Their Complaints Procedure Process?

 

Thank You

[MARTIN3030]

Will move your thread into the main forum.

[MARTIN3030]

Have a read here;

 

http://www.consumeractiongroup.co.uk/forum/telecoms-mobile-fixed/213340-vodafone-webteam-customers-problems.html

 

 

Maybe you can give some details of problems here too ?

[Ms-Unknown]

Yes I attempted To Complain Via Using That Service, after a Lengthy Post I Pressed Send, It Displayed Error So I Would Prefer an Email To Send It To, So Can avoid Losing The Entire Post, Which I Will Have To Rewrite

 

Thank You

[MARTIN3030]

Ah ok-understand.

 

My understanding was that the Vodafone webteam would actively seek to try to sort out issues,as per their statement in the stickies.

I will contact them myself to alert them to recent posts in this forum,in which there appears to be concerns over any response being given.

[Ms-Unknown]

I Have managed to obtain their customer care email address for complaints.

[email protected]

 

From my experience Vodafone is the worst Network, the amount of problems i have had, and the number of times i have logged it with them, even though they have lied to me many times that it will be resolved, and my handset will be replaced as it is within 28days, is beyond a joke, I will be writing to voda, and will want some form of action to be taken.

 

As Voda customer service is the worst; Its service from Hell.

 

Thank You for your help Martin

Edited September 5, 2009 by Ms-Unknown

[MARTIN3030]

Ok I have already contacted their Webteam by email to ask them if they can take a look here at some latest posts.

[Ms-Unknown]

Thank You Martin

 

My issue has been on going for two weeks, i have been constantly contacting vodafone due to my handset being faulty; and wanting an exchange; all i have been getting is idiots cutting the phone, keeping me on hold for lengthy periods then eventually never returning and cutting me of again, I have stayed home, booked holidays from work on numerous ocassions as i was told i would get the handset delivered and the old one would be picked up. Which has been a lie, i have literally been calling Voda everyday wasting my money as my Voda HTC doesn't work. I have even been on the phone 5 hours in one go being transferred from department to department, put on hold, cut off, calling back again, advisers refusing to do anything for me, arguing with me. and refused to allow me to speak to a manager.

I have lost count of the amount of times i have called and been told the handset would be delivered to me.

I am at loss here not Voda, I will be taking this complaint further as Vodafone has pushed it too far with me.

 

Thank You Once again Martin, Your help much appreciated.

[Ms-Unknown]

You can't contact Vodafone via the above email, customer.care as it doesn't exist no more; as i received an automated response, as follows,

 

Thanks for contacting Vodafone.

Please note this email address has now closed and your email has not been forwarded. We request that all customers contact us via vodafone.co.uk for all queries, or directly into our contact us form by clicking here.

The following links will answer the majority of questions you may have;

Vodafone Help Centre – online help for hundreds of queries ranging from price plans, using your phone at home and abroad and using our exciting range of music, news and entertainment services.

Looking to upgrade your phone? Simply click here and we’ll take you through the process. Delivery isFREE when you upgrade online.

If you are having problems paying your bills and need help please call us on 08700 725 625

Our eForum lets you discuss the technical aspects of our products, services and the mobile world at large. Click here to access it.

If your phone has been lost or stolen please call us straight away on the numbers below for a bar to be placed on your account.

Alternatively, if you’re a pay monthly customer

 

• Calling from the UK 08700 700 191
  
• Calling from abroad 0044 7836 191 191
  

If you’re a Pay as you talk customer

 

• Calling from the UK 08700 776 655
  
• Calling from abroad 0044 7836 191 919
  

Kind regards

Vodafone Email Customer Service

 

 

Which means the only way they can be contacted via email is online via their website.

[Ms-Unknown]

Hi

 

Whats the next step of complaints procedure; because I Contacted Voda via their website on the 5th Sept and Its the 12th Today i Still haven't heard anything, This is how Bad Voda's Service Is, Over The Phone Is the Worst But contact via Website is ignored.

 

Utterly Rubbish.

 

Im Going to be taking this further as they are taking advantage of me remaining silent about the matter.

 

Please advise what my next steps should be.

 

Thank You

[locutus]

This should be useful.

 

 

This section of our Code of Practice sets out how to make a complaint and your rights to refer a dispute to an independent ombudsman.

If you’re not happy with our service and would like to make a complaint, please contact us first by calling 191 from your mobile, and one of our advisors will try to sort out the problem. Calls are free from a pay-monthly phone, or 25 pence per minute from a Pay as you go phone (this price is correct at the time of going to print). Or, you can call us from a landline on 08700 700 191 for contract customers, 08700 776 655 for Pay as you go customers – the call charge will be at the operator’s standard rate. You can write to us at:

Vodafone Ltd

Correspondence Management

Post Room, Balliol House

Banbury

Oxon OX17 3NS

You can also e-mail us from the website at www.vodafone.co.uk/contact.

If you’d like to talk to us face to face, you can visit any of our stores.

If you are still not satisfied, we’ll refer you to our team manager or customer services manager. Remember, if you use a service provider, you should contact them first.

If after eight weeks we still can’t sort the problem out for you, or if we have written to you explaining that we have reached deadlock, you can then refer the issue to Otelo (the ombudsman service) for independent resolution. They will provide a free, independent service to investigate your complaint, provided it falls within their terms of reference, though you must have gone through our own complaints procedure first before they can help you.

You can find out more on their website at www.otelo.org.uk or e-mail them at

[email protected]

or, you can write to them at:

Otelo

P O Box 730

Warrington WA4 6HL

Phone: 01925 430049 or 0845 050 1614

Fax: 01925 430059

Alternatively, your local Citizens’ Advice Bureau or trading standards office may be able to help – please contact them direct.

 

My advise is to write to them, tell them exactly what you want for your complaint to be resolved to your satisfaction, and ask for a DEADLOCK letter if they cannot provide this so you can escalate the complaint to Otelo (an independent arbitrator, who's decision is binding to Vodafone)

[Ms-Unknown]

Thank You for your Help.

 

Looks like Vodafone doesn't care about the complaints they receive via phone and online, No wonder it is on No.1 for being the worst network.

 

Thank You Locutus

[Lee Vodafone Company Rep]

Hi Ms-Unknown,

 

I'm afraid I've not received an email alerting me to the thread but not to worry I'm here now and am keen to help you out.

 

If you could use the 'Contact us' form on our website as mentioned in the pinned thread Martin has previously linked you to and state the code WRT135 both in the body of your email and the subject line this will ensure that it gets to the Web Relations Team.

 

As you've encountered problems with the form previously it may be worth drafting your email including a link to this thread and then pasting it into the text field.

 

Let me know as soon as you've sent it so that I can keep a look out for it.

 

Thanks,

 

Lee

 

Web Relations Team

 

Vodafone UK

[Ms-Unknown]

Hi

 

Back on the 6th September 09, When i contacted you again via your website, you emailed me a confirmation stating you had received my complaint, i was emailed a reference number, so I'm afraid Vodafone doesn't really have an argument to stand on especially, when making promises to be contacted way earlier, considering its the 17/09/09, this is the first response I have had from Vodafone,

My complaint reference, emailed to me on the 06/09/09: Complaint [#1091066]

 

Thank You

[Lee Vodafone Company Rep]

Hi Ms-Unknown,

 

Thanks for coming back to me.

 

I'll now be able to locate both your email as account details and as soon as I have I'll get in touch with you.

 

Thanks,

 

Lee

 

Web Relations Team

 

Vodafone UK

[Ms-Unknown]

Hi Ms-Unknown,

 

Thanks for coming back to me.

 

I'll now be able to locate both your email as account details and as soon as I have I'll get in touch with you.

 

Thanks,

 

Lee

 

Web Relations Team

 

Vodafone UK

 

 

 

How Long Would That Take ?

 

Thanks

[Lee Vodafone Company Rep]

Hi Ms-Unknown,

 

I think I located your details and left you a voicemail message on Friday.

 

As your latest post of from Saturday I'm wondering whether I have or not. As such, would you be able to send me PM confirming the email address from which you emailed us before so that I can double check this?

 

Thanks,

 

Lee

 

Web Relations Team

 

Vodafone UK