Vodafone (Have no) Customer Care!!!!!

straindespuds

Needless to say, this (below emails) still hasn't been sorted. My general speed has improved slightly in the past few days but it still won't load some pages and drops signal all of a sudden. Nobody from Vodafone Customer Care has bothered to contact me regarding my billing and their overcharging on a service that they are not supplying in the first place. It is the fact that they ignore their customers that gauls me and especially that one of them on the phone had the cheek to say that the whole thing was my fault. They continue to take payments every month. I have been in touch with comreg so hopefully they will help to get it sorted (four months later). For anyone thinking of going with Vodafone at Home....... think again!!!!


Dear Mr. Murphy,

Thank you for contacing Vodafone. Your complaint will be dealt with
in a professional manner as soon as possible.


Regards,

Vodafone Customer Care

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Original Message

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Sent: 26/01/2010 11:38:34
To: athome.ie@vodafone.com
Subject: Disappointment with poor service, overcharging and total
lack of customer care



To whom it may concern,

I am writing to you to express my disappointment with the poor
broadband speed, the overcharging in my bills and above all the poor
customer care I have received for the past 6-8 weeks.
I learned during the summer that my service with BT was being taken
over by Vodafone. In early November I got a flyer in the post
offering 7Mb Broadband and all local and national calls for €45 (inc.
VAT). I called up and as far as I know it was Gavin who I was
speaking to about the special offer. I was informed that all BT
customers would be changed over to Vodafone by January/February 2010
but that I could change over early to avail of the special offer. He
proceeded to sign me up for the offer and said a Vodafone Modem would
be out to me in a few days.

Two days later I got a Vodafone at Home Bill in the post for the sum
of €84.11 (Invoice No. *****). I found it unusual to be receive a
bill so soon after signing up so I called up to question it. I was
speaking to Aidan who was clear and helpful and asked for a copy of
the bill to be sent to him. I sent it on and Aidan called me back
later in the day to explain that this was the outstanding amount on
my final BT bill and the first months charges for the 7Mb package.
However the charge for the 7mb package was €52 so I presumed that
this would be refunded the following month.

I had originally been getting 2mb broadband from BT so i was looking
forward to the increase in speed. I had been told the day I was
signing up that my line was only suitable for 5.1Mb speed but I went
for the 7Mb anyway to make sure I got the 5.1Mb. There was no
increase in the speed and the internet freezes quite often but I
presumed that the speed might increase with the new vodafone modem.
A week to ten days passed and the modem had not arrived so I called
up to see where it was and nobody I spoke to seemed to know whether
it was dispatched or not or whether it was even ordered. I left it
with them. Another week later I called again and a lady said it was
with the dispatch team but it had not been sent for some reason. She
sorted it out and a couple of days later the modem arrived.

I installed the modem but found that there was no increase in speed,
in fact it was slower than before to load pictures on websites, load
new pages and it freezes quite often. I contacted customer care a
number of times in early December (I note from my bill that I spent
over 8 mins on the phone to 1907 on December 9th and 43 mins on
December 10th) in relation to the poor speed and they said they would
have a member of the technical team to call me. Nobody returned my
call.....

In the meantime my bill in early December (Invoice No.
*****) seems a total mess as it contains DSL to 8M for 5 days in
November, and Line rental for November and December...
I got my bill for January (Invoice No. ******) and again I was
incorrectly charged and instead of it being €45 it is €71.43. I
called up last Thursday (Jan 21st) just before midday and I was
speaking with Trevor. Trevor acknowledged that there is a mistake in
the bill and that any monies overcharged will be returned to my
account. He said he would send it to the billing department. Fair
enough...

I also told him that I was not happy with the broadband speeds and he
said that there appeared to be a problem in that there are 2-3
different accounts for me on the system. This he said may be causing
the poor speeds but that the whole thing is MY FAULT....... This
comment really annoyed me having spent so long on hold over the past
3 months, having been overcharged and paying for something which I am
clearly not receiving, having been told numerous times that somebody
will call me back.....Is this really called customer care? is it just
me that is spoken to like this or are all your customers treated this
way??
To this day, Aidan is the only person from Vodafone to have called me
back and that was back in early November. Funny enough Trevor said he
would call me back, hopefully before the end of Thursday, but if not
on Friday..... Do you think I have heard from him?????

I have been very patient to date. I am very disappointed with the way
in which I as a vodafone customer have been treated. My wife and I
are both vodafone mobile customers and we were happy to have another
vodafone direct debit bill coming out of our account each month.
I would like someone to contact me and tell me what is going on with
my bills, my refunds and my broadband speeds. also can you actually
deliver 5.1 Mb Broadband?

Yours sincerely

mickeyboymel

I have found the Vodafone forum here on boards.ie the best way to deal with any Customer Care issue. I had a problem with overcharging ongoing for months with the helpdesk yet Paul was able to sort it out within 24 hours on here.

http://www.boards.ie/vbulletin/forumdisplay.php?f=1270

dub45

Why don't you cancel your direct debit and tell them that you will pay the amounts that you consider are correct? (You cancel a direct debit by informing your bank by the way - and do it in writing so that you will have a record)

straindespuds

Thanks Mickey.... Posted it on there..... Don't expect it to be sorted on here but hopefully it will warn people who are thinking about moving over

Dub45... I hope it doesn't have to come to that and go through even more hassle, but if it comes to it I will be cancelling my wifes and my mobile phones with vodafone too.....