Vodafone says it has recruited 600 customer service advisers in six months – 400 of them UK-based – and has invested millions of pounds in further training.
It says it always aims to resolve complaints effectively 'first time'. If your signal or internet connection fails repeatedly, or if a handset does not work, keep a log of what happens and when. You must give Vodafone eight weeks to solve an issue.
It took hours of phone calls to rectify basic problems.
She says: 'I hope the calls have been recorded because each and every one of the advisers I spoke to made promises they didn't deliver.
I wonder if this is the way they are trained – to reassure the customer but actually not to do anything.'She says: 'I have wasted hours on the phone.
Many have been told their complaint would be 'escalated' to a manager, who was too busy to speak, but would call them back. Some bizarre phrases have been used in speaking to customers – including for a simple request to be ‘re-pushed’, that a refund became ‘stuck’ and the popular promise for complaints to be ‘escalated’.
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You must give Vodafone a chance to repair the phone but if problems recur you will need evidence to fall back on if you want to exit a contract penalty-free. But if the company says no agreement can be reached it may give you a deadlock letter earlier. It will weigh up the evidence and decide an outcome it deems fair to both sides. If you disagree with its verdict you can still make a court claim. your complaint to the communications watchdog Ofcom.
It cannot help with individual queries but relies on the public to decide whether a firm is unfair to its customers.