"I experienced a frustrating situation yesterday when my thermostat failed due to a hardware issue at 8 PM UK time. Despite the website advertising 24/7 support, both the callback service and chat function were unavailable.
I tried calling the alternative number listed under the callback section, only to encounter a suspicious experience. The representative insisted I provide my email address, specifically demanding it be a Google account, followed by sharing a verification code. When I refused to share the code—following standard security advice about not sharing codes with anyone—the representative became hostile and told me to hang up. Upon expressing my concern about this poor customer service, he abruptly terminated the call.
To make matters worse, I was later charged £27 by Vodafone for the call. While I managed to speak with UK customer service this morning and found them helpful, they were unable to address the previous night's issues.
I'm particularly disappointed by two aspects: first, the substandard US customer service experience, and second, that a multi-billion pound company refuses to compensate me for costs incurred due to their faulty product and misleading website information, which failed to warn about potential call charges.
