Let me tell you a story - unfortunately it's true - I just could not make it up but the upshot is that Vodafone's attention to customer services is just awful - they are interested in profit and nothing else it would seem, They say they are passionate about custimer service - this is simply not the case
In january 2013 I was using a phone that had such a bad reception that I swapped it for my daughter's much used Blackberry
Problem 1 - I contacted Vodafone - they directed me as to how to get my emails and ensured i was not on the service that cost me daily for email access- unfortunately I found out in the next month billing that they had done no such thing and i was being charged daily
Problem 2 - for the next day I could not get access to my text messages - it took me four phone calls to vodafone before the problem was corrected. The directions they had given me to get my emails and caused me to lose my texts
Problem 3 - I got my Feb billing and noticed it was high - I asked Vodafone why - see Problem 1 - i was on the wrong billinbg tariff and they advised me that I should not have been put on that plan but they offered me a new monthly plan - and they kindly offered to reduce my bill by £20 as a result of this wrong advice - i relented but of course since the £20 was a concession of their own poor service they should have not charged any of the bill other than my usual line rental
Problem 4 - I was having problem in March regarding the used Backberry - and I rang Vodafone to find out when I could have an upgrade- I was told it was 16th April 2013. However, I could have a replacement phone which would be delivered in the next day or two and would last me until my upgrade. I was told that this would be delivered in the ndxt couple of days and that this would mean that the problems I was having with my orginal phone and the used Blackberry would cease as I would have a brand new phone that would work, However, the customer services operative would ring me back in the next 10 minutes - the phone call never came
Problem 5 - After two days awaiting this call I decided to give Vodafone a call. I was told that I would not be getting a new phone and that I was given wrong information in Problem 4. I said I was no more confident in this advice than I was the original and I would not get involved in disagreemtns between Vodafone colleagues and i would want to speak to the person who advised I would be getting a new phone. I was advised that this person would be emailed for them to ring me
Problem 6 - 5 days later and this phone call never came
Problem 7 - I rang back and advised of problems 1-6 . I also asked them in light of the poor reception I was getting on my phone (hence the need for a new one) to call me back . I was advised that they could not ring ne back on my landline - I advised them this was not true as in Problem 4 I had recived a call back on my landline! i was told this was an inbound call centre and that it was difficult for Vodafone to make calls outbound. Yes - thats right Vodafone have trouble making calls!!!!!!!!!!!!!!!!!!!!!!!!! I advised them that I really could not give two hoots how difficult it was for them it was not comparable to the difficulty they were causing me and that they should call me right back. They did - and quite quickly = so much for it being difficult
Solution 1 - well the solution that wasn't but seemed lke it was! = I was advised that in light of the problems Vodafone had now recognised they had caused me that they would bring the upgrade date forward and give me a new phone. A contract was agreed and that the new phone would be delivered 15th March. I subsequently received a text confirming this agreed arrangement. I cancelled meetings and arranged to have the day off work to await delivery
Problem 8 - At 3.45pm on the 15th after taking the day off work and waiting all day I received a text from Vodafone being very pleased with themselves to tell me that I would be getting my phone on the 18th..........
Problem 9 - I rang Vodafone and told them in no uncertain terms that I needed to speak to a manager. i was advised by the person that he would speak to the manager - i asked that I wanted to speak to the manager and that they should transfer the call. He said he could not transfer me to the manager who was three feet away. Thats right Vodafone - communication giants - can't transfer phone calls - its probably the same issue as found in Problem 7 when they could not make calls out. Oh and by the way it was never resolved why the manager could not walk the three feet to speak to me!!!!!!!!!!!!
Problem 10 - I told them I was not in the mood to compromise and given the loss of a day's leave i felt that for the period of the new contract a £5 monthly deduction would be approriate. As it was a 27 month contract - this mweant that over 27 months it woulld cost Vodafone £135. I was advised that after speaking to a manager (who for some reason was still struggling to get to talk to me - perhaps the three feet distance was too great a distance to travel ). I was advised that their system showed a 15th March delivery. I told them that my system - that is my text - showed the 18th.
Problem 11- I was offered a refund on the first months rental of 50% - not sure whether this meant £7 or £13.75. To say I was speechless at the sheer affrontery - unbelievable - I used a day's leave at a cost of around £300 and I ask for less than half of this as compensation and i get offered a measly sum. And they think they have been reasonable too! I wonder what planet they live on? its unfathomable. I asked for justification
Problem 12 - I get the justification for the derisory offer. I was told "Well you only have to wait another couple of day for the phone". Words are now failing me. They just don't get it. I used a days leave and now they want me to use another and now they are only viewing the matter as a slight delay failing completely to understand the incovenience and cost in time. I cannot work out whether its arrogance or stupidity. This response was really adding insult to injury and made matters worse (if they indeed could be). so basically when they say a delivery day they think it reasonable to ask customers who have already been given horrendous service (so much so that in recognition of the poor service they have given me already they make concessions) to take any number of days off and when they do break commitments well lets keep anyone who does have a gripe a mimimal sum that is in no way commensurate to the problems caused. But hey why they should give any concern to customers - when the defualt position of Vodafone appears as thislets keep treating customers with contempt and with disdain. Much easier to lie to them, mislead them, disrespect them, break commitments, and then insult them.
Solution 2 - If Vodafone want my business I am now asking for more than £135 from Vodafone - I doubt if i will get it because that would mean them treating customers fairly and actually being 'passionate about customer service' in practice and not just providing empty words and even emptier gestures.
This is a true story - Vodafone - are you proud of this?
