Bosses at Vodafone today said “sorry” to hundreds of Nantwich customers for network problems plaguing the town.
They admitted problems have been caused by water damage to a local mast serving the CW5 postcode area.
And they pledged to reimburse users who have been without network for three days.
Scores of customers have taken to social media to vent their anger and frustration in the last few days about the lack of mobile phone signal.
An earlier story on Nantwichnews showed some saying they have been without any service for up to five days.
Other have criticised what they branded misleading updates, and others have vowed to quit the provider.
Jane Frapwell, spokeswoman for Vodafone, told Nantwichnews today: “We’re sorry that some of our customers in the CW5 postcode area of Nantwich have been experiencing signal problems recently.
“This was due to water damage to a local mast. We have ordered the replacement equipment and hope to get the site up and running as soon as possible.
“We work hard to make sure that our services are available when and where are customers want to use them.
“However, we cannot guarantee a fault-free service – as with all technology, things sometimes go wrong – often due to causes beyond our control.
“If any of our customers have been unable to use their mobile phones at all for three days in a row, we will reimburse that proportion of the line rental.”
So they only apologise under duress do they? After telling their “customer service” staff (oxymoronic AND moronic) to challenge, debate and lie to us? Well done Vodafone!!!! I was told, as were others, in quite an exasperated way I have to say, that it was our fault as people had objected to having a mast in Stapeley! As I don’t live in Stapeley and don’t care where the mast is, this cut little ice with me. They are the ultimata expression of what is wrong with modern corporations. Loads of faceless Shoreditch wannabes in mid range suits talking about blue sky thinking and optimisation: all most people want is a service that WORKS. Not smart Alec nonsense from career phone salesmen. The comedy “phoneshop” is starting to look like a serious documentary about now… They’re one rung below estate agents now… Achievement!
My brother in law was without a signal for four days, he contacted Vodafone to enquire about a refund and was told he wasn’t entitled to one because in the T&Cs of his contract it states that a signal is not always guaranteed!!
This happened a couple of years ago too, I got onto Vodafone then and was told, in short, tough. I changed to O2.
This happens every single month for at least a month without fail. I’ve been and spoken to Vodafone customer service many times to be told ‘please be assure your service will be back within 48 hours’ almost a week I’m still waiting.
Vodafone owe me a lot of money. They first take money from my account every 2 weeks then claims it’s because I didn’t pay for an upfront fee of £60 for the phone.
My contract is £42 a month unlimited everything apart from data and I’m charged £56 – when asked what’s wrong I may as well talk to a brick wall.
I’ve been on contract for 4 years and pay as you go for roughly 6, all our house is on Vodafone but that won’t be for much longer. Vodafone are liars, money takers but give nothing back. We understand technical issues happen, but you can’t admit there is a fault instead you use automated messages on chat with customer service members asking to phone you – erm, there is no service how can I answer?
I’ve had my settings messed up many times, because your technical staff thought they were clever and thought they had solved the issue instead they made it worse.
Took my phone in for repair ‘oh we have no rental phones, but we can send your phone off which will be about a week… Yet you want to charge me to ‘hire a phone’ you don’t have.
Nothing makes any sense with Vodafone, and anything said you’ll always gain something different from the next person you speak too. The company is foul.
Not good enough Vodafone! This is at least the third time we have no service this year. Apologising because your customers have vented their anger on social media isn’t enough. Customer service experience is poor and you are taking your customers for granted – only compensating when people apply – rubbish! Our business is suffering – we have been with Vodafone for over 20 years but are now going to go elsewhere.
Did Jane say Vodaphone would automatically refund or what we had to do. Thanks
Automatically refund? Wouldn’t that be a miracle! I spoke to Vodafone about an hour and a half ago and the onus is on each individual customer to ring up and request a refund. Its a disgraceful situation. I don’t consider it fair to refund only proportionately according to the number of days of service loss. I think there should be a more substantial level of compensation to reflect the extent of inconvenience and anxiety that the loss of service represents. There should be some kind of additional recognition for the number of times (three in my case) in a calendar year that service is lost for a period lasting more than 24 hours. Yes, sure, technology isn’t perfect, but repeated problems of this scale need to be more adequately addressed.