Racially abused and lied to by vodaphone

[Spinstorm]

I have written a letter today that I will be posting to vodaphone as I am extremely unhappy with how I was treated... rather than tell you all the story I will just put the letter below for you all to read. If there are any comments please let me know. thanks.


Vodafone House,
2-4 London Road,
Newbury,
Berkshire,
RG14 1JX.


20th July 2006

WITHOUT PREJUDICE

Dear Sir/Madam,

IN REGARDS TO ABUSIVE CUSTOMER SERVICES.

I am writing to you because I have been abused by your customer services representatives on the phone and lied to and not achieved anything through calling them and so feel the need to address a letter in writing to the company.

I have been a Vodafone customer for the past 18 months and during that time I have had no problems whatsoever with your service but I have recently been trying to upgrade my phone and in trying to do so have been abused by your customer services department as well as lied to. I cannot tell you the exact dates of my correspondence but I am sure some of those dates will be on my record for my number which is ......

In the beginning of June I called customer services to enquire about an upgrade I was told that I would be entitled to one and asked for a Nokia N80 I was told that it was out of stock and to call back in a few days.

I called back many times over the next several weeks and was constantly told different information sometimes more than once a day. The Phone was either in stock and had sold out or was coming in the next day and on more than one occasion where I called back twice in a day I was told there was stock between the times I called available that I missed. I was constantly being told different information and I found this very unprofessional. I was lied to on more than one occasion and often different people I spoke to did not have any idea why the other person told me what they did.

On the next occasion I called I was racially abused on the phone and many rude and offensive swear words were directed at me that I do not wish to repeat but that were extremely offensive and caused me to hang up my call.

I called back and complained and spoke to someone in high value retentions and was promised 3 months free line rental in return and that they would give me a free Nokia N80 (I was originally quoted £100 for the upgrade). He also promised me he would call me back the following week.

He never called me back so I called and complained to someone else who said they would call me back and they failed to call me back. I then spoke to a manager and he promised he would call me back and he failed to do so.

That was at the end of June and I have waited to hear from him or from Vodafone since then. No one has called me, no one has apologised for the abuse I received and I was not given either the free line rental or the phone I was promised.

I do not know if it is common for your representatives to abuse customers and make promises they cannot keep and simply ignore a customer who wished to stay with you but that is how I was treated. Whilst I am sure the customer records for my number will give you more accurate information about what happened they will not mention half the conversations I had as on many occasions the representatives I spoke with failed to make a note of the call which also created many problems when I called back which is also very unprofessional

I would expect that this matter will be dealt with by your company with great urgency and that I receive an apology for the racist comments and rudeness and lies I received from your employees.

I also expect that promises made to me by the various people I spoke to are kept and I receive the free Nokia N80 and more than the 3 months free line rental immediately that I was promised as part of your apology to me.

Thank you for your time and help and I expect an expedient reply to my complaint.

Yours Faithfully,

Name removed.

[point__blank]

hey i more than know how u feel voda messed up my number tranfer from o2 and it took so many calls before i got someone who would belive icouldn't make call's it was shocking then when i was told it was sort and it would tranfer across on thur to give it 24 from then it again failed leaving me with a phone that wouldn't work and funny enuff i had now slipped outside there 14 day money back thing so they where more than happy that i couldn't make call's to quote one guy " u can still call out and people can leave a meassge on ur o2 mail box and u can pick it up there whats the problem" the way in which i was dealt with was shocking it was only after i was near to tears due to stress that i managed to have it sorted by someone at there many call centers and this took two months before i was able recive the service i was paying for, and whats with we are not allowed tocall back so if u have a problem they need go check out they go away put if u can't get it sorted u have to call back and start all over again even though the notes will explain it all this just means each time i get no further foward and is to me what cause all my hassle.

[Stu-]

Spinstorm, I can see where your coming from here, But having read previous posts by yourself, You seem to struggle to understand certain things here, My perspective on this one is, Your spot on to complain, But again you seem to mis understand things

As an Employee of Vodafone we in customer services can check the stock lists of which it either says +(X Amount In Stock) Or -(X Amount on back order)

When there is a delivery in and stock sheets surprisingly are updated on an hourly basis, So naturally the information you will be told later on in the day / week whatever is going to be different

So in the respect of lies, These particular people are only responding to what you've asked and whats available to them at that point in time

[Spinstorm]

I understand it is based on what you have in front of you but the fact is you would be shocked at how different the intformation I got was - I mean it was almost funny at how contradictory the information was I was given. And the fact they never called back was not good either.

By writing to Vodafone maybe I can get a more satisfactory response than by calling and thats all I want to achieve. I hope whoever gets the letter will be someone with more authortity and will be able to sort me out my upgrade and my free line rental without raising an eyebrow and save me the frustration of spending hours on the phone going around in circles.

I find letters seem to achieve that very well.