This is the email I sent to consumer@help yesterday only to get told that they cannot action my email as they only deal with insurance!!! They cannot even provide me with an appropriate complaints email address to send the email to.
To whom it may concern,
I have, today, spent 1.5 hours on the telephone to various members of your call centre staff. All I wanted to know was how much data had been used by a couple of phones!!!!!
First of all, I spoke to someone on the accounts manager option who put me on hold whilst he looked up the information. Whilst on hold another member of the team answered the phone like it was a new call and took me through security for the second time and said he would put me back through to the person I was on hold with. A few minutes later another member of the team answered the phone and I explained what had happened. Again she went through security but kept me on the call and helped me with some queries I had (only having been on the phones for 2 weeks, I was impressed with the way she handled the call). The disappointing thing though was that she was unable to tell me the usage as only 'the customer care team' have that information. I am unsure how this is helpful to your organisation to separate who can see what?
She then put me through to another team, which turned out to be incorrect. They transferred me to yet again another incorrect team, who finally directed me to the correct person.
The final person was able to help answer questions for me on data usage, although the computer system was very slow and it took some time to load.
When I asked for a telephone number so that when I call in the future I can ensure that I get through to the 'small business team' immediately she said she is unable to give this out to me??
Surely, it would be less time consuming for all if there was a dedicated number for business customers so that we could talk to the correct person in the first place, rather than wasting mine and other peoples time going around the houses!!
Also, on the matter of data allowance and general usage queries with our account. I am surprised that this information is not available online via our online account. I find the online account hard to use and unfriendly. It does not appear to be designed for business customers at all.
On top of all of this, I did not have the greatest experience on the phone last week when upgrading the phones onto the new business plan. I was not informed about the changes to the eurotraveller for the phones and have currently got 2 directors in Europe affected by the changes. Various phonecalls later and I think I have now got to grips with the package, although one of the mobiles should have 4gb of data on, but only has 2gb. Yet another phonecall I will need to make to rectify!!
I hope that you will tell me these areas of weakness are being addressed and that there will be improvements to the systems in place at Vodafone in the near future. The customer journey is not a pleasant one and makes me question staying with Vodafone going forward.
I would be grateful of a response to my complain and an insight on how things will be improved going forward.
