My Vodafone (UK‪)‬ 4+

Robot answer service is appallingly inaccurate and limited

I called and had to dance through the initial call screening with a robot who asked me to say what I had called about. I answered (as I have done time and time again) and yet after years of frustration with the idiotic robot it still would not recognise ‘I wanted to discuss a problem with my bill’. I got some helpful suggestions on what I might choose to say such as DISCUSS MY BILL!!!! The robot was taking the P but I helpfully replied Discuss my Bill and the idiotic routine robot still didn’t get it! I was speaking clear un-accented and grammatically correct ENGLISH but the robot did not understand. In the end I played an evil game of phone silence and the robot blinked first, putting me through to a human. Thank goodness! Can I suggest all senior members of Vodafone are forced to sit and use their own service as if they were an end user and see how they like the terrible terrible terrible service this stupid robot gives and understand the massive hit their brand, their credibility and the thinly stretched loyalty of their customers takes by not bothering to upgrade or manage this robot. ‘Alexa, Stop writing this not please’.

Developer Response ,

Hi, We have recently made some changes within the app and to the interface to make it more user friendly. We are sorry that you have had problems within the app and with TOBI. We will look at your specific points raised. Thanks

New customer to Vodafone

I was with virgin mobile pay as you go for years only because the whole family were with them for mobile,landline and WiFi so there were deals to recommend people and I can call my mums landine and any other unlimited! That sold it as we all spoke to mum daily for over an hour at a time but other than that I had to top up £10 a month for unlimited landline and 120 mobile min and if I topped up £15 a month I would get 3000 text, then at the end of last year virgin mobile said they were doing away with pay as you go top up and had to jump through hoops to keep my number I had with them for years so eventually my brother and father took upon themselves to research best value and then 2 days ago put a new Vodafone sim in £10 top up and I am over the moon they did, I had to change my number but it worked out for the best as I only gave it to the people who I really wanted it and the unlimited calls text and I think 5 gig and not exactly sure as I have never had data so value wise I am happy and wish I changed years ago and I have already recommended it to my partner.

Overpayment

I have been charged for a country I haven’t visited, I have had money taken from my account unknowingly, I had broadband upgraded which I then lost my landline, tried to get my landline back - a number I have had for over 30 years whom so many people have, it was an emergency line for my mother, I tried to get it back to find it has been given to someone else. I call to discuss, chat for 40 mins, get disconnected have to call again for the same length of time. Difficult to get people to listen, to understand. Had at least 4 bookings for upgrade for broadband and for the first 3 bookings no one turned up, then when they did they did not have the right length of cable. All just a big disaster really. 😫

Your response feels like quite a standard response and passing the buck. If you really cared about your customers, you would call me rather than me calling, waiting forever to get through to someone who can help, being cut off, being passed from one dept to another and have actually have someone take ownership of the problem and resolve it. Quite simple I would have thought.

Developer Response ,

Hi there, I'm sorry to hear what's happened to your landline. I can understand how important this must be. For this to be looked into, please call us on 191 free from a Vodafone mobile or 03333 040 191 from a different phone and advise you'd like to escalate this. If your broadband isn't active yet, then please get in touch with my team through Social Media. You can do this via Facebook using vodafone.uk/3K1e4GB - on Twitter via vodafone.uk/3nfdPyY or through Instagram using VodafoneUK - Thanks, Gemma. Vodafone Social Media team