A customer experience about Vodafone

Status: Approved

#CustomerService #Other #Returns  Annoyed Let down Frustrated 

Kindly shared by S. Mayson

What happened

Hi all. Just thought I would post my issues I have had with Vodafone on here. I have been a customer for over 8 years. I got a new Samsung s10 lite in July last year. From the beginning of my contract I had issues with connecting with 4G. In July 2021 after months of complaining and new sim cards they finally sent my phone for repair. 10 days later my phone was returned. The 4g issue has been fixed by replacing the motherboard but as I got it out the box and removed the blue screen protector they put on I instantly noticed 2 cracks on the screen. I called Vodafone up and told them. They wanted me to send pictures to them as from the repair log it stated several scratches and disrepair over the entire phone. I sent them photos of my phone which was in immaculate condition; apart from the 2 cracks on the screen. I spoke to a advisor who said I could go to my local Vodafone shop and have the screen replaced there and then by a qualified repair colleague. I asked for clarification and said someone in store will fix it for me? They said absolutely sir. I said my local Plymouth store will have a spare Samsung s10 lite screen in stock right now to repair. He said don’t worry sir all will be sorted in store. I was skeptical however needed a phone so went into the store. Spoke to the manager and he sighed and said “Ahh man, did you speak to a Indian call centre?” I said I suppose it was and he said “I am sick of them telling customers this. We have never fixed phones in this store. I was understandably upset. They agreed this had happened whilst it was in there possession. They said they would replace the phone with a new screen or send me a refurbished phone. I told them both these options were not good enough for me as I bought a new phone in July 2020 which has never worked properly. Now you want to dismantle my phone and ruin any IP rating and manufacturer’s warranty I had. Plus after being given incorrect information I was so angry at all the time I had wasted by being given bad information. They have consistently failed to let me speak to a manager. Every time saying all managers are busy no matter what time I call.

What I wish had happened

All I want is a like for like new phone.

Where this happened

On the phone - 151

Vodafone Customers

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33% Customer Service
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17% Other
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17% Returns
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17% Financial Loss
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17% Inconvenienced
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29% Customer Service
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17% Inconvenienced
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16% Communication
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12% Financial Loss
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7% Quality of product
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3% Delay
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3% Other
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3% Returns
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3% Fraud
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2% Rudeness
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2% Discrimination
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2% Embarrassment
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