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Press Release | 25 Jun 2018

Vodafone UK backs its customer service with ground-breaking guarantee

Vodafone UK backs its customer service with ground-breaking guarantee

Vodafone's 30 Day Service Guarantee, a UK first, offers all new and upgrading Pay Monthly customers 30 days to decide if Vodafone is the mobile provider for them.

30 Day Service Guarantee icon version 1

In a UK first, all new and upgrading Vodafone Pay Monthly customers will be given 30 days to see if Vodafone is the mobile provider for them. Vodafone’s 30 Day Service Guarantee allows customers to cancel their contract without penalty if they are not totally satisfied with any aspect of their plan – including coverage, customer service or even not getting on with a new device.

The Guarantee is available to consumers, as well as to small businesses*. 30 days is over double the standard length of time offered by competitors. This is the latest initiative in Vodafone’s drive to deliver great service and give customers peace of mind.

Nick Jeffery, Chief Executive Officer at Vodafone UK, said: “We’ve been listening to what our customers want and over the last year have worked tirelessly to introduce new technology and initiatives to help us deliver great customer service. Now we’re backing our big improvements with a big promise – try us for 30 days and if you’re not impressed, you’re free to walk away. No penalties, no ifs, no buts.”

 

The 30 Day Service Guarantee is the latest step in our journey to deliver the best service to our customers. Here are the top five things we’ve recently implemented to make our customer experience simpler, quicker and more effective:

  • 24/7 customer care: Customers can contact Vodafone in the way that works best for them – whenever and wherever they are. They can get support 24/7 through the My Vodafone app or their desktop and now they can even reach us through Alexa or Google Assistant.
  • TOBi: Our AI chatbot, TOBi, is cutting the time it takes customers to resolve issues by up to 50%. You can use TOBi to purchase a SIM only plan, get advice on roaming and answer account queries, like how much your bill is or how much data you have left. Soon TOBi will be able to help customers choose and purchase a device – quickly and simply, whenever they want.
  • The human touch: We know many of our customers still like to talk, so we are creating more UK-based call centre jobs to ensure that there is someone at the end of the line whenever our customers need us.
  • Advanced biometric voice-recognition software: With our new voice-recognition software, if our customers phone us they will get speedy and secure access to their account.
  • The Vodafone Tech Team: We have friendly experts in our stores who can explain the tech and tailor it to the needs of our customers.  They even run special sessions for young people getting their first phone, with advice on staying safe online and using a device responsibly.

To implement the 30 Day Service Guarantee, all a customer has to do is speak to one of our customer service advisers via 191 or pop into one of our stores across the UK. If they are not happy, we will cancel the contract as long as they are within the first 30 days. All devices will need to be returned and any unpaid line rental up until a customer cancels will need to be settled, as well as any extras and out-of-plan charges.

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Notes to editors:

*Applies to Consumer customer contracts and Small Enterprise customers with fewer than nine employees purchased from Vodafone directly.

Charges apply until cancellation. If applicable, refund may be reduced if returns are incomplete or damaged. Terms, exclusions & verification of claim at vodafone.co.uk/serviceguarantee

 

About Vodafone UK

Vodafone UK connects people, businesses and devices to help our customers benefit from digital innovation. Our services span mobile, fixed line connections, home and office broadband and the Internet of Things (IoT).

Having made the UK’s first mobile phone call and sent the first text message, Vodafone has a history as a tech pioneer. In 2018 we made the UK’s first live holographic call using 5G, and were first to start carrying live 5G traffic from a site in Salford, Greater Manchester. We now have 5G in more places than anyone else, with multiple locations now live across the UK and the rest of Europe.

Today we serve more than 18 million mobile and fixed line customers in the UK, with 4G network coverage at 99%.  Our customers voted us the UK’s Best Mobile Network at the 2018 Trusted Reviews Awards – for the second year in a row. To help deliver Gigabit UK, our full-fibre broadband roll-out programme now covers 15 UK towns and cities through partnerships with CityFibre and Openreach.

Connectivity is at the heart of what we do as it gives us a huge opportunity for good. We are using our network, products, talents and technology to help society prosper and respond to significant social and environmental issues.  Our free Digital Parenting magazine is helping families and schools across the UK to navigate the online world safely. Meanwhile, the Vodafone Foundation’s work with researchers at Imperial College is developing personalised cancer treatment using the processing power of smartphones.

We are part of Vodafone Group, one of the world’s largest technology communications companies, with mobile operations in 26 countries, partnerships with mobile networks in 55 more, and fixed broadband operations in 19 markets.  As of 30 September 2019, Vodafone Group had approximately 625 million mobile customers, 27 million fixed broadband customers, and 22 million TV customers – including all of the customers in Vodafone’s joint ventures and associates.

For more information about Vodafone UK, please visit: www.vodafone.co.uk

 

Vodafone UK Media Relations

Telephone: +44 (0) 1635 693 693

Twitter: @VodafoneUKNews

Website: https://newscentre.vodafone.co.uk

Vodafone Limited

Registered Office: Vodafone House, The Connection, Newbury, Berkshire RG14 2FN

Registered in England No: 1471587