Vodafone (UK): incompetent staff
A Vodafone (UK) customer review by GetHuman user GetHuman4360 from December 2nd, 2017
Background on GetHuman4360's case
GetHuman: GetHuman4360 - can you tell our other Vodafone (UK) customers when your case took place?
GetHuman4360: Sure. It was afternoon, on November 24th.
GetHuman: Did you reach out to Vodafone (UK), and if so, how?
GetHuman: And which of these common Vodafone (UK) customer issues best describes the reason you wanted to talk to them?
(Shows GetHuman4360 a list of common Vodafone (UK) problems)
GetHuman4360: "Service problem" was why I was trying to call.
GetHuman4360's review of Vodafone (UK) customer service
GetHuman: So how would you sum up your experience for GetHuman's Vodafone (UK) customer community? We'll censor any IDs, numbers, or codes and any inappropriate words here out of respect to the millions of other customers using this resource.
GetHuman4360: incompetent staff
GetHuman: Can you tell the rest of us a bit more from what happened on 11/24/17?
GetHuman4360: I am contacting you to high light the ongoing problems I have had attempting to get an upgrade on my mothers phone. this phone has been paid for by my mother for since **** at which point i requested and therefor was told it was all in her name. since then she has upgraded the phone on a * yearly contract with no problems. however in december she needed to economize and asked to be put thorough to cancellations where she was told that they could not deal with her as the contract was in my name, even tho we had been told it had been passed over. *since December i have been trying to orginise a upgrade as cancellations told her about a upgrade she was happy to take. as i work away i have been ringing you on a weekendly basis spending over a hour each time to try and get a simple upgrade with being passed around rom department to department and being put on hold for up to ** mins per call. you have given me * separte dates that the phone would arrive and i have organised someone to be in each time however no phone arrived. when i called to find out why, only to be put on hold ... then finally be given the explanation that you didnt have i iPhone*s in stock anywhere in the uk over the space of * weeks??? the phone finally arrived after at least * conversations and * weeks o trying to organised what should have been a simple upgrade but my mother was unable to used the phone as it was not activated. when she called up about this as she was now very inconvenienced that she had no accsess to a phone that she was paying or since december she was told that the account could not be discussed with her as she was not the account holder. i was away at the time but after * weeks,* tonight when i contacted you i gave my details and atfer being placed on hold for ** mins i was told they dont believe i am who i said i was (insert eminem song here) after dealing with your incompetence for several weeks and grew frustrated and hung up as i didnt know how i could prove otherwise. my sister released that this issue needed to be resolved for the sake of my disabled mother and called back immediately. i took the phone to autherise my sister becoming an account administer as i was beyond frustrated at your accusations. my sister was then told, after being put on hold, that the account could not be activated as it was in the hands of the fraud team and that they would contact me between * and ** days on the number that i had no acsess to. my sister asked the representative to take her own personal mobile as she pointed out that i could not receive calls on the never activated, and now disabled account but the representative refused to even listen to the number as she was not an account holder. i am let puzzled how you will contact me. is this just a ploy to make my mother continue paying for a mobile that she has no use of since december. it was suggested that they also suspend that they also suspend payment on the account but this seemed to be a imposibility to your staff*the questions i want anwsered are**how come after * years, where i believed the account was in my mothers name as she had autonomy over upgrading and organizing the account without any input from myself that now when the account was attempted to be terminated there is a problem**is my mother stil expected to pay for the pleasue of not having a phone for * months **i was told that it would take **** days to investigate this fraud(??) and i would be contacted after this. how on earth are you going to contact me as you reused to take my sisters contact number when she offered you it, this feels to me that it is a ploy for my mother to continue to pay for a account that my mother has no acsess to for over * months abd no apparent way to resolve it**talking of frauds ...*my disenchantment with your company began was when my mother thought she has lost her phone at the beginning of the last contract she contacted you. you were able to discuss the contract with her then
GetHuman: Let's quantify your experience contacting Vodafone (UK). On a scale of 1 to 5, how easy is it go get help on a Vodafone (UK) problem?
GetHuman4360: I'd give them a four out of five for ease of finding your way to help.
GetHuman: What about quality of communication. How would you rate that on a 1 to 5 scale?
GetHuman4360: I'd give them a five out of five on communication.
GetHuman: And what about Vodafone (UK)'s ability to quickly and effectively address your problem?
GetHuman4360: For that I would say four out of five.
GetHuman: And finally- any advice for other Vodafone (UK) customers?
GetHuman4360: Call them early in the day or late. Don't forget any personal or account information you might need for Vodafone (UK) to know who you are.
GetHuman: Well there you have it. Some useful feedback and words from GetHuman4360 taken from his Vodafone (UK) customer service problem that occurred on November 24th, 2017.