Friday, October 22, 2004

Vodafone customer service quality is debatable

I've been having problems with using my mobile phone abroad, ever since I first got one back in 1999. Back then, there were various issues that prevented me from receiving calls but I could make calls. Ever since I moved over to a monthly contract in 2002, I've had problems making and receiving.

I've been through a number of handsets and they all have the same issue. I've changed SIM cards and had all of the barring lifted from my account. The issue so I am told now is barring on my handset. I've tried other SIM cards belonging to friends in my handset when abroad and theirs work fine so you would think that rules out any barring on the handset. Vodafone customer services seem to think it is a problem with my handset though and even after providing me with a number of codes to remove any barring, the barring still shows up on their system.

Each time I call I have to explain the situation to a new person and most of the time they don't know what they are talking about. Everything has been changed. I've tried different handsets & different SIM cards but the problem still remains. I ever tried to get my pin reset so I could check my voicemail from other phones when away but even this was not completed.

Whilst I was away in Germany recently I had to buy a handset with a German SIM card so that I could be contacted. It really is an inconvienience when I'm away that I can't easily make calls or be contacted and I have put up with it for long enough now. Firstly I just got a SIM card, a pay as you go one which did not work in my handset due to locking in place so I had to buy an all in one package.

I've written Vodafone a letter now as it seems that is the only way to get this registered properly as a complaint and get my problems sorted. No other person I know has any issues at all on Vodafone when abroad. I'm going to claim back the cost of buying a new handset and also the money I have spent on making calls from other phones since it has not only cost me more money doing this but it has also caused me inconvienience and lost business. I'm also paying for ICS - International Call Saver - which is a waste of money since I can't even make use of it & in the process of people changing things on my account they managed to remove my ability to send MMS messages, but that has been sorted out.

I will hopefully claim this back in the way of free line rental for a period of a few months. I'm going to have to wait to see what Vodafone say, but if the issue is not sorted and they don't reimburse my expenses then I shall have to investigate other means of getting a result.

I've had to make so many calls and speak to so many people, it really is a joke that it has still not been sorted out yet. On another side note, looking on the Vodafone UK site they are now offering new special deals which can probably only be purchased via the website as new contracts which cost the same amount as what I'm paying but include a lot more. I'm going to have to see if I can get moved over to one of these as it really is annoying when you see these packages advertised but are then told they are for new contracts only.

People are not informed that Vodafone contracts online and purchased from a shop are handled and billed by different companies. It really makes things more complicated for the end user. I'll await the reply from Vodafone and see how this is going to unfold.

Other than this issue I've not had any problems with Vodafone but really will have to consider other options if this is not sorted out. As I see it, the only thing that can be causing this is something on my account. If it is a lock on the handset then why does it work fine with other Vodafone SIM cards abroad?

I'm going to Google for some information on the Nokia 6600 and get it unlocked if it is a code only issue, else I'll have to get a cable for it. More to come as I receive something back from Vodafone.

Feel free to post any experiences you have had with Vodafone alnog the lines of getting issues resolved, both good and bad.

Post ID: 543, posted by jase at 10:28 PM
Permalink | TrackBack ID: 516, (7) | Category: Misc | Google Search
Comments

Jasun,

Don t you just love uk networks! Please just email me your handset IMEI number (press *#06#) and i can calculate your unlocking code for you.

Cheers

Rob

rob@0044.co.uk

Posted by: rob at December 16, 2004 04:31 PM

hi thr,
i'm having the same problem as u.u've unlocked ur call barring already?
i need ur help,if u have..can u tell me how?
thank you.

Posted by: cela_via at December 8, 2005 11:52 AM
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