Vodafone TV & SKY

[taryn]

Why would one of your sales reps ring me and offer Vodafone tv And cheaper packages plus combined billing. Have just rung Vodafone a week later as have had no confirmation email etc, to be told oh no you do t qualify for this. I find this appalling customer service. Offered cheaper rates and a service they cannot provide and then no co tact to say oh no sorry we can’t do this. When I rang today the sales team today to follow up what was happening they didn’t really even seem to give two flying hoots just oh no we can’t do that. So annoyed and wanting to leave the services we do have. Who does that rings and offers something they cannot provide, I didn’t ring and ask they approached me, surely the system tells them it’s not available or some one would ring me back??? No absolutely nothing

[SteveBrown]

Hi @taryn - I'm sorry that this has happened. And you're absolutely right.

If we can't supply a service to you, then we shouldn't have offered it in the first place.

This isn't an area that I know a lot about, but I'll talk to someone who does know - and get back to you.

Could I get you to PM your details to me?

That will help us to make sure that you're getting the best deal and best service possible.

And thanks for posting this. We want to give you a far better experience than this.

[Kit1]

I am also concerned about the lack of service, I have emailed and phoned...was told a ‘specialistt’ would call back, they didn’t and I still can’t even sign into my Vodafone tv app... you are able to find my details and contact me by text and email when you want paying.. but can’t link my tv broadband account to my existing account which I’ve had since 2007.. and assist me in setting up my tv app. I was expecting some communication, solution, apology and compensation.. but I have received none of those things? 

[SteveBrown]

Hi @Kit1 - thanks for posting.

If you are OK with PMing me your details, I can ask someone to look at your setup

[taryn]

Hey Kit
Yeah I am pretty appalled to be honest. I’m still in disbelief to be told we can offer you this service $30 cheaper for sky tv and discount on mobile and then the tv box. Was looking forward to it. No contact then when I ring to follow up get told oh no. It’s just ludicrous to me

[SteveBrown]

Hi Taryn,

 Thanks for passing your details to me.

I talked to someone who knows a bit more about this than I do, and here is what they asked me to pass on to you:

  Apologies for your experience, this should not have happened.
  We have investigated your complaint and found that we can’t be sure of providing a good Vodafone TV experience given the VDSL connection to your house does not have enough capacity.
  Our normal process is to check this before offering the service, but clearly this has not happened in this case.
  We are reviewing the processes used that created this error and apologise for the inconvenience caused.

Steve.

[Kit1]

Hi thanks but a VDSL has nothing to do with my phone app? ... over a month later and no communication or compensation or anything?

My phone app would use 4G .. thing is I can’t even log into it and the help page sends me round in a complete circle of failure?