Gound round in Circles with Vodafone

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807 - 11 Dec 2006 11:29 GMT

I have just spent a fortune on 0870 numbers and 191 from my handset trying
to connect to a person who deals with pay as you go...Can't get a person
after many attempts, my simple question is..
I have just purchased a paygo phone and it is in either anynet or anytalk,
not certain. How do we change to the smartplus price plan..Or are we unable
to ?

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andy - 11 Dec 2006 15:02 GMT

> I have just spent a fortune on 0870 numbers and 191 from my handset trying
> to connect to a person who deals with pay as you go...Can't get a person
> after many attempts, my simple question is..
> I have just purchased a paygo phone and it is in either anynet or anytalk,
> not certain. How do we change to the smartplus price plan..Or are we unable
> to ?

try from a landline to 0163533251

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807 - 11 Dec 2006 16:20 GMT

Thanks Andy, did that and now sorted, Merry Christmas and thanks.

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MinervaUK - 15 Dec 2006 13:33 GMT

Sorry to hear of the problems you've had getting through via telephone.
For future reference, Vodafone do have an email team available to
answer customer queries if the internet is your favoured communication,
more details here:

http://online.vodafone.co.uk/dispatch/Portal/appmanager/vodafone/wrp?_nfpb=true&
_pageLabel=Page_BOS_ContactUsContent&pageID=PCU_0001

> Thanks Andy, did that and now sorted, Merry Christmas and thanks.

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Motorcyclesaur - 15 Dec 2006 22:05 GMT

> Sorry to hear of the problems you've had getting through via telephone.
> For future reference, Vodafone do have an email team available to
> answer customer queries if the internet is your favoured communication,
> more details here:

It should be pointed out that this form of communication is not exactly fair
toward the customer. I used this form recently, and there is plenty of room
for improvement:

1. The webste doesn't send a copy of the message to the sender, it just
sends an acknowledgement by email. This makes it virtually impossible to
prove what you have written in your message

2. In the reply that I have received, they didn't quote my original message.
In this case, the answer was inconsistent with my request and I had to
resubmit my query - this time by email, so I also have a copy of what I
wrote, for future reference.

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PajaP - 15 Dec 2006 23:30 GMT

>> Sorry to hear of the problems you've had getting through via telephone.
>> For future reference, Vodafone do have an email team available to
[quoted text clipped - 13 lines]
>resubmit my query - this time by email, so I also have a copy of what I
>wrote, for future reference.

Quite.
Use a direct email address.

Customer Care: customer.care AT vodafone.co.uk
Customer Relations: custrelstoke AT gb.vodafone.co.uk

You may be required to supply all or some of the following account
details:
Password.
Date of birth.
First line of the address with the postcode.
Payment method.

Signature

Thx.
PajaP

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MinervaUK - 17 Dec 2006 15:54 GMT

Hi, Just to give a little more information of why this happens,
Vodafone send a reference number back rather than a copy of the
original email. The purpose behind this is to protect personal details,
such as account specific personal data that can often communicated
between customer and company in situations like this.

When emails are sent between internet users on the world wide web they
can route through many countries. To avoid personal details being
jeopardised, Vodafone adopt a policy where personal information is
removed from the original email, instead a reference number provided.

For further information, Vodafone do carry more information on their
online privacy policy below:

http://online.vodafone.co.uk/dispatch/Portal/appmanager/vodafone/wrp?_nfpb=true&
_pageLabel=template12&pageID=PRPP_0001

> >> Sorry to hear of the problems you've had getting through via telephone.
> >> For future reference, Vodafone do have an email team available to
[quoted text clipped - 26 lines]
> First line of the address with the postcode.
> Payment method.

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Motorcyclesaur - 17 Dec 2006 22:04 GMT

> Hi, Just to give a little more information of why this happens,
> Vodafone send a reference number back rather than a copy of the
> original email. The purpose behind this is to protect personal details,

Still, with this system, their first reply was as I said inconsistent. And
the second one, received yesterday evening in reply to a message that
basically said the same thing, was empty.
I told them that this latter message was empty, and they came back again
(this time very quickly) saying that due to a technical problem they are
unable to see my message. I have now reattached my second email (of course,
I have no copy of the first as I put it through their website) and am now
very curious to see the outcome (more out of curiosity than anything else).

I am no "big" client for Voda but being my annual spend in the range of
£1000, I would have thought that they cared a little more. And if they don't
care of their revenue, I am happy to go elsewhere. Until a month ago I found
their service satisfactory and was happy to pay a premium (Voda isn't
cheap), but at this standard I could well be on 3, be equally "satisfied",
and keep a few hundred extra pounds in my pocket.

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