Problems with new online contract and CS

[three1ne]

I joined vodafone last thursday. I ordered online a Nokia 6280 with 125 free mins, 250 txts for £20 pm.

Upon receiving the phone I made a few calls and wasnt happy with the headset speaker. It was very sharp and tingy (anyone else had this?). I decided to call 191 and get a replacement. Btw, when i set the phone to loudspeaker the sound was fine, im assuming this is because it used the multimedia speaker instead.

I phoned up on the 3rd may just after 1 and was told they would send out city link to collect the phone that same afternoon. No one turns up. I phone up at 17 30, I believe I spoke to a supervisor who said citylink said

"we called at 16 40 and no one was in, we left a card"

This is a blatant lie from CityLink. There is zero chance I could have missed that call. The vodafone supervisor said he has heard of them doing this before. Skip to the end... he apoligizes for the inconvienience and GUARANTEES CityLink to arrive the next day (4th may) between 11 and 1.

They dont turn up....

I phoned up again today and spoke to someone else. Im told as the order was online I would have to send it off myself and apparently there is no record of a Citylink van being sent out to collect the phone for the 4th. After a while im told that a special exception was made and thats why Citylink were sent out to collect (at least they were meant to be). I once again get to listen to unmeaningful apologies and am told she will speak to city link and phone me back within the hour.

No call back. /SIGH/

I call back, go through the whole story again and after much holding, fussing around and being put through to the wrong department for the 2nd time they offer to send another CityLink van out tomorrow (5th) between 9am and 11am. I have no faith in it turning up. I told them this, I also told them that the amount of problems/time spent on this for such a small matter was unacceptable and I would be cancelling my contract If it isnt sorted out by tomorrow. Although, clearly, no one gave a damn about that either.

Is that my only option left?

[daveislander]

You do have other options of course,, but to be fair it does seem that the biggest culprit is CityLink and not necessarily Voda. I accept that you may well have a fault, but if you want a repair/replacement could you not take it to a vodafone shop, or simply ring them again until they get something done? you could try to get through to someone other than a CS rep and the way to get through the automated system is described at http://www.gethuman.com/uk/
They certainly aint alone in offering poor or patchy CS, but they aint as bad a many others IMO and the fact that you have had apologies is quite unique these days!
At the end of the day, if you want to cancel your contract you should write to them via registered mail stating your reasons, you should contact ofcom and/or trading standards to see how you stand legally and you should forget email or CS numbers as these don't usually get dealt with by experienced staff and you will probably be fed a load of BS rather than getting anything done.
Hope this helps
Dave

[three1ne]

Hi

Thanks for a decent reply. I was first told by a CS member to take it to the vodafone shop. The shop told me to take it to another shop (authorized nokia dealer). Before I done that I phoned Voda CS and thats where my OP starts.

I also asked to speak to a team leader but I was told there were none in, I was told "I dont know where theyre all gone" Im sure that was a lie, but what could I do?

I would like to stay with voda as apart from their CS the online billing, network, Voda live is all excellent.

Is the number from the gethuman link a free number? Who does it actually link to? Ill probably find out myself tomorrow at 11.01am.

I agree that speaking to a CS representitive for anything other than simple questions is pointless, but can you really expect to talk to a team leader everytime something more urgent happens?

[daveislander]

Seems to me that your best option is to take it to the nokia dealership but keep a copy of ALL costs incurred and get Vodafone to agree to repay your expences.
I don't know about 'team leaders' or executive officers, managers, supervisors or technical specialists that most mobile companies apparently employ.. I suspect they are other CS operators who have exactly the same abilities as the one who transfered you... Perhaps I am being a little pessimistic but it's easy to pass you off and keep you quiet when you cannot see who or what you are talking to.
The Gethuman site is designed to help folk actually talk to HUMANS! it finds ways to defeat the automated systems and in the case of contacting Vodafone it states; Dial 0870 0700191 Dial 0*0*0*0*0*. If voice prompts continue, dial the same again.

Hope this helps.
Dave

[three1ne]

Hi,

I used the gethuman number. It may have been a coincidence but I got through to someone who was extremely helpful. I calmly but firmly told them the troubles which had occured and I soon went from a replacement via post sometime next week to a replacement today direct from the vodafone shop.

At no point should any new customer have to go out of their way to sort out a problem which came straight out of the box.

Oh yeah, Citylink are useless.

[three1ne]

Went to vodafone in the town centre. Everything is now sorted out. New phone working perfectly.

Excellent customer service from employee 1127. Also was credited with £25 to my account for the hassle.

[daveislander]

Really pleased it is sorted for you! It's great to get a real result these days.