(English) Services

[tyr443]

I am in Hamburg and speak farily good German, however when I signed up with vodafone I was promied that I would have the option to speak with an English customer services when needed.
It is rare that I need such a thing, but in the last few months I have had phonecalls offering me something for an extra cost, I then explain that in order for me to make a decision I need all of this information (In German is fine) in writing BEFORE they start charging me extra, or that I can review it from my customer arround, failing that I need an English speaker.
This has led to the person on the phone signing me up for things and telling me that its fine because I will have a 14 day cancellation period. It's not fine, and I don't want to be giving permission over the phone to be charged more for a product anyway.
The problem gets deeper because then I phone up afterwards to find out that I have no option to speak to someone who will speak to me in English, that I have no option to contact anyone at vodafone whats-so-ever unless I post on this community and that I am either forced to miss out on an offer I might actually want in being cautious, or push on and cancel the contract within the 14day period.
It doesn't help that every person I have spoken to at vodafone has had absolutly no patience for the fact that I might want further explanation (In German) when I decide to do what I can to work with the system in place.
I am sure the deal that I was offered this morning for a few euros more to improve my internet speed was good, but when I asked for detail's the representative pushed forward ignoring me and told me that I have 14days to cancel if its not what I want.

[Nancy]

Hello tyr443,

I'm sorry that the conversation went like this. I would be happy to take a look at your tariff and then we can clarify any open questions together. Please send me your customer number, name, date of birth and address by private message. After you have sent me the message, please get in touch with me again here in the thread.

Best regards

Nancy

[nico36]

Hi @Nancy ,

I'm also having problems with the language and customer service.

A year ago when I signed the contract I was told that there is English Customer Service but there isn't, the contract I was offered was good so I decided to continue.

Unfortunately on this month I was charged 60 euro, so apparently the contract price changed. I tried to call several times to 'CallYa' and I only find myself talking to a robot in german and eventually I get to speak to a person that is not doing an effort to understand me.

I can't afford 60 euro a month so I'm forced to resign the contract or to downgrade it to the lower possible price with a fair internet connection.

I hope you can help me with this, 

Best,

Linda

[Torsten]

@nico36 Please open your own thread so that you can be helped.