View Full Version : Why dont they ring back?
maxumo
15-01-2008, 03:02 PM
After speaking to customer services about my contract they tell me someone will call me to speak to me about my upgrade - i give them my number and tell them best time they can call and i hear nothing off them, i ring customer services and they tell me the same thing, i feel like im going round in circles!
techgirl
23-01-2008, 01:59 PM
Sorry to hear that you haven't received the call back you were offered and for the delay in replying to your post.
It's not normally standard practice to offer call backs in relation to up grades. However, if you wish to contact us via email I will call you back and transfer you to the relavant department.
You will need to contact us via Vodafone's online contact form. (https://online.vodafone.co.uk/dispatch/Portal/appmanager/vodafone/wrp?_nfpb=true&_pageLabel=Page_Help_ContactUs&pageID=PCU_0002) Please ensure you complete all the required fields so we don't have to request more information and also include the code FIT135 so that the email is filtered into our inbox.
I look forward to your email.
Techgirl
Vodafone UK
I was on the phone two days ago citing poor customer service as one of the reasons why I was considering leaving Vodafone (been a customer for 5+ years) while I was in either upgrades or retentions as they were about to discuss a possible offer to keep me. Suddenly, I got disconnected and that was it. Waited for a while thinking that they would call me back since they cut me off - in mid-conversation I might add, but nothing.
I guess customers don't deserve to get called back when this happens? I couldn't be bothered to phone back in again and discuss the situation with yet another person so Vodafone have made up my mind for me.
edwardpeter
06-02-2008, 03:13 PM
Kai, I know how annoying it can be when a call drops and the person doesn't call you back. When you call back again you have to start from square one!
Unfortunately in the call centres we work in we constantly have calls coming through to our phones. If the call dropped unexpectedly it's possible that another call came through right away and so the sales advisor just didn't have an opportunity to call you back. Nevertheless this is annoying, but I hope you'll choose to give us another call and stay with us rather than leave.
edwardpeter
Vodafone UK
dawntreader
04-04-2008, 07:38 PM
Kai, I know how annoying it can be when a call drops and the person doesn't call you back. When you call back again you have to start from square one!
Unfortunately in the call centres we work in we constantly have calls coming through to our phones. If the call dropped unexpectedly it's possible that another call came through right away and so the sales advisor just didn't have an opportunity to call you back. Nevertheless this is annoying, but I hope you'll choose to give us another call and stay with us rather than leave.
edwardpeter
Vodafone UK
Edwardpeter,
I'd just like to add that I have called Vodafone Customer Services and been cut off no less that 4 times for no reason:mad: This was on a landline to landline call too so you cannot blame 'dropped calls'. That would be far too convenient. I believe this was deliberate. Probably due to pressure on the operators by management, but also because they can by virtue of their anonymity. They are not obliged to give their surname or even team number, so a customer who experiences a disconnect has absolutely no comeback. After all, just how many "Johns" can you blame?
It all just serves to create customer frustration and bad will.
O2alltheway
07-04-2008, 05:16 PM
i have been waiting 4 months for a manager or even someone in the fraud department to call me bacl ... have sent close to 35 emails and everytime i send one i get some ******** replying asking me the same questions over and over and over again .
Edwardpeter,
I'd just like to add that I have called Vodafone Customer Services and been cut off no less that 4 times for no reason:mad: This was on a landline to landline call too so you cannot blame 'dropped calls'. That would be far too convenient. I believe this was deliberate. Probably due to pressure on the operators by management, but also because they can by virtue of their anonymity. They are not obliged to give their surname or even team number, so a customer who experiences a disconnect has absolutely no comeback. After all, just how many "Johns" can you blame?
It all just serves to create customer frustration and bad will.
Hi dawntreader
I understand it's really frustrating when a call is lost, especially when you're mid conversation. Of course not all of the calls lost are due to faults with the line, some will be down to the advisor. As i've worked in our call centre previously, i'm well qualified to say that this isn't due to pressures from managers or anything like that. In all groups of people, there are bad apples which is why we take steps such as monitoring some calls to improve our service.
dwlu
Vodafone UK
i have been waiting 4 months for a manager or even someone in the fraud department to call me bacl ... have sent close to 35 emails and everytime i send one i get some ******** replying asking me the same questions over and over and over again .
Hi 02alltheway
Four months is a long time to be waiting for a callback.
If your issue is still unresolved i'd like the opportunity of looking into your account. If you'd like me to do this please contact me using the Vodafone Online Contact Form (https://online.vodafone.co.uk/dispatch/Portal/appmanager/vodafone/wrp?_nfpb=true&_pageLabel=Page_Help_ContactUs&pageID=PCU_0002) and use the code FIT135 in the body of your email. This will then ensure your email's directed to our Forum Intervention Team.
I look forward to hearing from you soon.
dwlu
Vodafone UK