Vodafone

[barracad]

I have no knowledge of the store

 

Therefore you don't know what CCTV system they have installed, and so you don't know what they 'could' or 'should' have done as you don't know what they are able to do. I think we're going round in circles here - based on the information we have, the footage has not been delivered so that it can be reviewed yet. Commenting on what you think they may have been able to do is irrelevant to the OP's problem in my opinion and so I'm not going to comment on this particular point any further - we need to wait until the footage has been received and reviewed.

[locutus]

When someone complains about a mobile provider, OFCOM have put guidelines in place. This states that complaints should be resolved within 8 weeks. After this time you can escalate the complaint to Otelo or CISAS (whichever of these independent arbitrators the mobile supplier uses. For Vodafone it's Otelo)

[Brian1951]

Therefore you don't know what CCTV system they have installed, and so you don't know what they 'could' or 'should' have done as you don't know what they are able to do. I think we're going round in circles here - based on the information we have, the footage has not been delivered so that it can be reviewed yet. Commenting on what you think they may have been able to do is irrelevant to the OP's problem in my opinion and so I'm not going to comment on this particular point any further - we need to wait until the footage has been received and reviewed.

 

@ Barracad

 

The fact that the footage still has to be viewed has not been included in my post but I have concentrated on what could or should have been done for the OP.

[Lee Vodafone Company Rep]

Hi all,

 

As you'll appreciate I'm unable to disclose the specifics of this or any other case which is handled by the Web Relations Team.

 

On a general note I can assure you that when a customer raises a situation such as this with us we are naturally duty bound to investigate it as thoroughly as possible and only come to a conclusion once this process has been completed.

 

Many thanks,

 

Lee

 

Web Relations Team

 

Vodafone UK

[Brian1951]

Hi all,

 

As you'll appreciate I'm unable to disclose the specifics of this or any other case which is handled by the Web Relations Team.

 

Many thanks,

 

Lee

 

Web Relations Team

 

Vodafone UK

 

@JO1010,

 

I'm sorry that you were never going to get the satisfaction that you deserved, no matter how hard we tried.

 

Look on the bright side you did get the handset replaced even if you are still under contract with Vodafone.

 

Good luck

[sequenci]

I'm sorry that you were never going to get the satisfaction that you deserved, no matter how hard we tried.

 

Are you aware of the outcome?

[Brian1951]

Hi all,

 

As you'll appreciate I'm unable to disclose the specifics of this or any other case which is handled by the Web Relations Team.

 

On a general note I can assure you that when a customer raises a situation such as this with us we are naturally duty bound to investigate it as thoroughly as possible and only come to a conclusion once this process has been completed.

 

Many thanks,

 

Lee

 

Web Relations Team

 

Vodafone UK

 

 

Are you aware of the outcome?

 

@Sequenci,

 

Which part of 'I'm unable to disclose the specifics of this or any other case which is handled by the Web Relations Team.' do you not see as closure?

 

VF were never going to disclose the outcome of any video or investigation to us here on the forum or privately to JO1010. (Hence the reasons my posts never got involved with that side of the thread) Even you must have accepted this fact long ago.

 

Edited January 12, 2011 by Brian1951

[sequenci]

I think what Lee was saying is that any matter would be resolved between Vodafone and the individual it involves.

 

Lee cannot disclose the end result on the forum, it's not legal for him to do so.

 

The only person that can do that, if he so chooses, is the OP.

 

As such, we don't know if the OP got 'their satisfaction' at this stage.

 

I'm sure the OP will let everyone know the outcome. Well I hope they will.

[Brian1951]

I think what Lee was saying is that any matter would be resolved between Vodafone and the individual it involves.

 

@Sequenci,

 

Where is he saying that?

 

Hi all,

 

As you'll appreciate I'm unable to disclose the specifics of this or any other case which is handled by the Web Relations Team.

 

Many thanks,

 

Lee

 

Web Relations Team

 

Vodafone UK

 

@Sequenci,

 

I think you may have read too much into too few words.

 

Privacy laws would not allow VF, or any company, to disclose the outcome of the investigation or sight of the video. I am sure that you are well aware of this.

 

If he was lucky the most JO1010 would get would be a letter of apology, which doesn't flow easy from VF customer service even when they are found to be in the wrong. As I have discovered from my own dealings with them.

 

[JO1010]

I will not leave you in the dark i have had a final response from lee and as a company vodafone belive that my actions contibuted to the way the satff member was, apparently there was a child in store who was scared because i was expressing my rights yes i was in a debate with the staff but there was no raised voices or no swearing. Vodafone have sided with the staff in store and said yes he shouted but that was because customers were getting upset. The joke is the store is in a retail park with high security due to shoplifters everystore has an alarm and radio if a customer was upsetting the other customers would you not call security to have the problem removed??? surely that policy if i had been abusive as lee put it why were security not called??? All I can say is thankfully i have a phone that works now so i didnt waste £140

 

Thanks For all the help guys, and one more thing it seems as if lee was biding his time with the cctv as he apparently has contacted the customer with the child and got a statement saying i was abusive and she felt the staff were right to do wat they did!! again why were security not called?? why have the store not logged this until lee got involved then said i was to blame! Surely any issues with alleged abusive customers should be reported as and when they occur

[MARTIN3030]

Thanks for the update.

For all assumptions,and assertions now as to how things should have been done,or how they have been handled,as reported,theres now been a final response.

Continuing to debate this is not going to change that.

IMHO there is nothing to be gained by apportionong blame.

[Brian1951]

I will not leave you in the dark i have had a final response from lee and as a company vodafone belive that my actions contibuted to the way the satff member was, apparently there was a child in store who was scared because i was expressing my rights yes i was in a debate with the staff but there was no raised voices or no swearing. Vodafone have sided with the staff in store and said yes he shouted but that was because customers were getting upset. The joke is the store is in a retail park with high security due to shoplifters everystore has an alarm and radio if a customer was upsetting the other customers would you not call security to have the problem removed??? surely that policy if i had been abusive as lee put it why were security not called??? All I can say is thankfully i have a phone that works now so i didnt waste £140

 

Thanks For all the help guys, and one more thing it seems as if lee was biding his time with the cctv as he apparently has contacted the customer with the child and got a statement saying i was abusive and she felt the staff were right to do wat they did!! again why were security not called?? why have the store not logged this until lee got involved then said i was to blame! Surely any issues with alleged abusive customers should be reported as and when they occur

 

 

@JO1010,

 

I am sorry that things have turned out this way for you, but it doesn't surprise me.

 

What 'does' is how they managed to get a statement off of a customer nearly one month after the incident. Didn't the employee abuse you because he LOST a sale, perhaps she changed her mind and returned? How lucky! Perhaps with the same luck I will get six numbers on the lottery on Wednesday?

 

Call be suspicious but this does not sit right but, hey, we are talking about Vodafone.

 

 

[JO1010]

lee would you like to add any comment on this to bring a final conclusion to this forum?

[Lee Vodafone Company Rep]

Hi JO1010,

 

Further to Martin's comment last week the only thing I would add is to reiterate that with this rare and unfortunate type of incident we are naturally obliged to investigate it as thoroughly as possible and only when the investigation has been completed can we then come to any conclusion.

 

In this instance, our investigation was concluded over two weeks ago as per our conversation of 5th January.

 

Kind regards,

 

Lee

 

Web Relations Team

 

Vodafone UK