Saturday morning and still not working, started writing my letter if complaint as follows:
Once again I am writing to Vodafone to complain about its poor customer service I can imagine my file being rather large by now.
The weekend of the 12th/13th of November I noticed my VodaFone Sure Signal (VDSS) box not working and a strange smell in my living room. 191 to Sure Signal Team and went through the troubleshooting process and the box was diagnosed as being dead and I was told that a replacement I would have to pay for either by ordering online or going into a shop and buying one, at this point I was not aware of the exploding boxes and the Trading Standards and WatchDog investigations.
Just my pure chance I checked the Sure Signal eforum community to find out of the above problem and after further reading these devices were being replaced free of charge. Once again I have to question the honesty and sincerity of your technical staff and customer services, you clearly knew that there was a problem and chose not to engage with the customer with the full facts, further as these items have been exploding, as part of the initial diagnosis I was asked to plug the device into an alternative plug sort which could have resulted in an incident to my property and myself, this clearly should not have been encouraged!
The saga continues, a new VDSS arrived on the 19th and I connected it up and changed the DHCP reservation from my old VDSS to the MAC address on the new VDSS, waited Saturday and through to Sunday with the connecting light slowly flashing, de registered Sunday evening and re registered Monday morning still no service. Subsequent calls to the Sure Signal team at Vodafone followed Monday, Tuesday, Wednesday and Thursday evening still no service.
From what I understand from the calls the issue is new registrations of this device and the issue has been on going from the 16th November. As I work in IT I understand that failures can happen but systems can be design to be resilient and scalable and must meet Recover Point Objects and Recovery Time Objects, SLA’s in other words.
It is clear to me that this service has entered into Production where the RPO and RTO’s have not been tested to meet a reasonable recovery time, which in the systems I design are usually within 4 hours not days!
As I have now been without the service for nearly 2 weeks, mislead by the technical teams, wasted hours on the phone trying to get a resolution, I am demanding compensation for the lack of service and for the avoidance of any doubt I expect this to be a substantial credit to my account.
If this is not forthcoming then as you know I am well educated in how to deal with OFCOM complaints and Vodafone, I have had enough practice over the last 2 years as you can see from the size of my file and intend to make this as painful as possible for the brand.
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