@vodafoneuk Received a faulty phone from Vodafone & bad customer service

[JackD13]

Hi,

 

I received a faulty phone from Vodafone (sometimes it displays nothing even though there is "life" in the phone) where i have been a customer for 2 years. I received this phone on the 6th went on holiday come back and started using the phone requesting that my number change (because of PPI calls), they happily arranged this.

 

Once i reported the faulty phone they said that they would send a courier to switch the phone for a brand new one which i was pretty happy with. Then the customer service assistant discovered i had changed my number and that this switch wasn't possible and told me that a courier would have to come and pick the phone up, take it for repair then have it sent back to me. I asked for some times scales as i need my phone as part of my job and she couldn't give me any and the earliest the courier could get to me was the 25th.

 

So not only am i sat with a broken phone for 6 days I also don't know how long im going to be without a phone. When i pressed on the issue of weather its going to be a week, month or year she still couldn't give me any sort of indication. To top it all off i get a faulty phone that's been refurbished when surely i should be entitled to a brand new phone.

 

Surely I'm entitled to a better service than i received I'm just not too sure the best way of going about it. Could somebody suggest the best way?

 

Thank you.

[JackD13]

Hi,

 

I received a faulty phone from vodafone (sometimes it displays nothing even though there is "life" in the phone) where i have been a customer for 2 years. I received this phone on the 6th went on holiday come back and started using the phone requesting that my number change (because of PPI calls), they happily arranged this.

 

Once i reported the faulty phone they said that they would send a courier to switch the phone for a brand new one which i was pretty happy with. Then the customer service assistant discovered i had changed my number and that this switch wasn't possible and told me that a courier would have to come and pick the phone up, take it for repair then have it sent back to me. I asked for some times scales as i need my phone as part of my job and she couldn't give me any and the earliest the courier could get to me was the 25th.

 

So not only am i sat with a broken phone for 6 days I also don't know how long im going to be without a phone. When i pressed on the issue of weather its going to be a week, month or year she still couldn't give me any sort of indication. To top it all off i get a faulty phone that's been refurbished when surely i should be entitled to a brand new phone.

 

Surely I'm entitled to a better service than i received I'm just not too sure the best way of going about it. Could somebody suggest the best way?

 

Thank you.

[Bazooka Boo]

If you're not happy with the service, why don't you vote with your feet, and move to another network provider?

 

Vodafone aren't particularly high up in the 'customer care' category, mind you neither are any of the communication networks

to be honest.

 

I don't see how changing your number would have any effect on why they would change their mind from sending you a new handset, to having it repaired?

 

As for cold calls and PPI cons, there are plenty of ways to put a stop to them, other than changing your number, the TPS for starters.

[Lee Vodafone Company Rep]

Hi JackD13,

 

If you still need help with this, email me via the Contact us form here.

 

To access the form you'll need to enter the code WRT135.

 

As well as stating your query in the question box, please also quote "CAG Forum".

 

Once sent, you'll receive an automated reply with a reference number. Post it on here and I’ll check I've received it.

 

Kind regards,

 

Lee

 

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Vodafone UK

[JackD13]

Hi Lee,

 

Thank you for you're response. I've had to terminate my contract as i felt there was no other way to resolve this issue without spending hours on the phone to staff that didn't give a hoot.

I've found a very affordable contract with EE who so far have been great and i would recommend them above Vodafone to anyone thus far.

 

Cheers,

Jack.

[Bazooka Boo]

Oooh! EE!!!! Out of the frying pan into the fire.....

 

I don't think it matters who you go with nowadays, they're all as bad as each other, it's just finding the one who appreciates your custom

slightly better than the rest, personally I'm with O2 who tend to leave me alone, I've got a work mobile which is on Voda, and for some reason

they like to ring up every week to give me a 'courtesy call', in essence flogging me some garbage I've no need for nor want, but try telling them that!