No Internet for 8 days

[Trajan]

I have been trying to call vodafone for 8 day to complain I have no internet. I have called over 40 times. The customer service team have told me they are not allowed to speak English. The sales team sold me the kabel service in perfect English and told me their customer service teams speak English. 

I have had no internet for 8 days in Mitte, on the rare ocassion someone is willing to speak English, they have told me that there is an issue in the area and it will be resolved the next day. It's now day 8 and no internet.  

Will someone please tell me what's going on?? I'm exausted trying fight for information. 

[Wallace]

Hi Trajan,

please send me your current email address via PN.

Regards

Wallace

[ERFD]

Hello, Trajan,

the label has been commissioned on 14.03.20 The e-mail address is known to us. We can not send another label. Please send it to the given address at your own expense. Unfortunately, there is no other way.

Best regards Fred

Vodafone Kabel Deutschland GmbH
c/o DHL Paket
Am Tower 222
90475 Nürnberg

[Trajan]

This was for the first router which you told me to send back, I've already sent that router back. I now need another returns label for the 2nd router, this is the last router left , so I can close down my account. 

[ERFD]

Hello, Trajan,

we are not sending another label. I'm sorry. Please send it at your own expense.

Best regards Fred

[Trajan]

Why would you not send me a label? I'm having to close my account and send back a router as your engineers couldn't resolve the issue with my internet.  You said "another label". I might point out, this is "another router".  As discussed the previous label was for "another issue" for "another faulty router". Do you have a limit policy on the number of routers you can send a label for?

I would like a label by your colleagues further int the thread. I'm glad this conversation is public so people can see the level of service you receive as a Vodafone customer. 

Please confirm if you will be sending me a label for this new router, so I can close my account?

[Martin59]

Hi, Trajan,

as Fred has already written, we are not providing another returns slip.

Best regards, Martin

[Trajan]

Hi, can you explain why you are refusing to send me out a returns slip? That is my question. 

Please take into account the previous slip you sent was for another router. Can you please clarify so I understand and I have a recorded note of why you're not sending a slip? I don't think this is an unreasonable request, I would simply like to know why? 

[ERFD]

Hello, Trajan,

we don't want to upset you. This is so anchored in the terms and conditions. We followed a unique goodwill to send the label. We are not obliged to send you the labels for the return. This is simply not intended.

Best regards Fred