Dear customer support Team,
My intentions with this post are two fold, on one side I’d like to share my negative experiece with the world as vodafone don’t care about it, and on the other hand I want to cancel my contract.
So here it is… I had internet problems from around 10.10.2022 there is no internet for a night, then it comes back for a few minutes gone again and so on for days. I contacted Vodafone through Facebook on the 15th, you replied on the 17th that as they see it was already solved days ago so have fun. Well it was not solved, I contacted them again and they said yeah we know about the problem, its a general thing now and we can’t do anything, be patient.
Thats the point when I got really fed up, googled the terms for an extraordinary cancellation and wrote my letter to vodafone. As the law requires I gave vodafone a 2 weeks notice to fix the issue or the contract should be cancelled with immediate effect. Also asked for a feedback of recieving the letter. The deadline ends today 02.11.2022 and Vodafone was finally able to give me a feedback yesterday. I got the following letter from them:
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Lieber Herr XXXX,
vielen Dank für Ihre Nachricht vom 24. Oktober 2022. Sie haben länger auf unsere Antwort gewartet. Das tut uns leid. Wir tun alles, um in Zukunft schneller für Sie da zu sein.
Leider habe ich Sie zwecks einer telefonischen Klärung nicht erreicht.
Daher wende ich mich gerne schriftlich an Sie.
Wir bedauern, dass unsere bisher vertrauensvolle Geschäftsbeziehung Schaden genommen hat. Für die Ihnen dadurch entstandenen Unannehmlichkeiten entschuldigen wir uns.
Laut unseren Unterlagen ist die vom 10. Oktober 2022 gemeldete Störung seit dem 13. Oktober 2022 behoben. Daher können wir Ihrer Sonderkündigung leider nicht stattgeben.
Stattdessen beenden wir Ihre Produkte regulär:
Red Internet & Phone 100 Cable U Attack 4. Oktober 2023
GigaTV Cable 4. Oktober 2023
Herr XXXX, wenn Sie uns das erlaubt haben, werden wir Sie zu einer Zufriedenheitsbefragung einladen. Wir freuen uns über Ihre Teilnahme, denn Ihre Stimme ist uns wichtig.
Ich wünsche Ihnen einen schönen Tag.
Freundliche Grüße
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Well thanks a lot for the letter, it is really nice to hear back from you after almost two weeks. As you can see in the letter vodafone states they solved the issue 2 days before I reported it, and in the letter they say I have sent mine on the 24th , however it happened on the 19th via fax, so obviously it arrived instantly… I think it is ridiculous in itself, but the fact they just replied “chill we cancel the contract in a year” is simply brilliant. I really don’t know if there is anything else to say here, the only thing I want is to cancel my contract as of today, which should have been approved by you, but it seems like you try to hold me back with lies. As far as I know the contract is over as vodafone did not fix the issue, but it would be really nice to figure out wtf is going on with this company.
Seriously, I just reported that there is no internet in my apartment since weeks and you just replied theres nothing to see here. You could have tried to solve it or send a technician or anything, but no. You have sent me this letter stating that there is no problem here, so I lie. I’m really curious how I could proove it for you that there is no internet, when the router shows no error but there is no wifi to connect to. Otherwise I think it should be your job to figure out the problem and solve it, but as I see there is no customer support at all. As you probably noticed I am really bored of you and I just want to end my contract and that’s it… not like you have showed any sign of being able to fix the issue or any willingness at all. How can this all happen? I’m having a hard time processing this way of handling customers and I’m really surprised that the authorities let this sh** go on for such a long time. I see the feedbacks here so I’m completely aware that you are doing it to all the non german speakers in the country, and somehow when things get a bit of publicity tou start to act as if you cared about it, so here it is...
How you can help me now?
- Accept the truth and give a feedback on the termination of the contract.
- Give me compensation for the period without internet
- Tell me the adress where I should send back the router and it’s parts
- Change your customer support system as this is clearly not working
Please try to push forward the cancellation urgently as I have been waiting for weeks now.
Sorry for the rude manner but I can not tolerate this anymore, and it is really challengeing to hold myself back.
PS: If you plan to sign up for any vodafone contract as an expat in germany, I can only recommend you to not to do.
Best regards,
Marcell
