Servicepauschale for a service that was never delivered and was not my fault

[Eduard_GA]

Dear Vodafone Team,

I got a new "Red Internet & Phone 50 Cable" contract on the 30th April. A technician came on the 5th of May to make the connection.

While the first tests were successful, a few hours after the technician had left we began to suffer from internet cuts and very low speeds, which culminated a couple days later to a total loss of service (internet + phone).

I called Vodafone customer service and they agreed to send a technician to look at the problem on Saturday 9th May. Unfortunately, the technician never showed up, despite us being at home the entire day. The ticket was simply closed with no one having showed up. Obviously, the problem had not been solved.

I called the technical support again who said that the technician could not reach me because my name was not on the door bell. This is however not true; the first technician had no problems finding my door bell a few days earlier and the one who came a few days later was also successful.

Now I am being charged 99,50€ for a technician that never came: "Servicepauschale für Endgeräteeinstellung und/oder Fehleranalyse" dated 09/05/2020.

For the record, the technician who came on the 11th May determined that the connection behind the wall had not been made properly. I therefore consider that this is not my problem and that I should not be charged for the repair.

I would like to ask for a full refund of the 99,50€.

Thank you in advance and kind regards,

Eduard_GA

[Nancy]

Hello Eduard_GA,

welcome to our community.

I would like to help you and have a look at the technician's assignment. Please send me your customer number, name, date of birth and address by private message.

Afterwards, please report back here in the thread.

Best regards
Nancy

[Eduard_GA]

Hi @Nancy ,

Thanks for getting back to me.

I have sent you a PM with the information you requested.

Best regards,

Eduard_GA

[Stephan · Accepted solution]

Hi Eduard_GA,

thanks for the pm.

as I can see here, the previous and the following technician had no problems finding your name on the bell plate.

It's not your fault the technician suddenly became temporarily blind. I'll charge this fee off and credit it with the next invoice.

Regards

Stephan

[Eduard_GA]

Hi Stephan,

Thank you for your reply and your help!

I'll keep an eye out for the next invoice, but I will mark this topic as resolved for now.

Best,

Eduard_GA

[Stephan]

Hi Eduard_GA,

no problem. I'm glad that I was able to help. Thanks for marking as solved

Regards

Sephan