Time to leave Vodafone?

[jaypeecee]

Having suffered the recent Sure Signal outage and the thoroughly unprofessional manner in which Vodafone attempted to manage this problem, I have just received a phone call from someone representing their customer complaints division. There was nothing of any substance in the caller's message. Just platitudes. I asked about compensation and was offered £5! Disgrace! Shame on you, Vodafone.

So, I'm now looking at the alternatives. I used the app 'Sensorly' to check out other networks' coverage where I live. O2 looked promising so I am now using them via GiffGaff. And, yes, the O2 signal is 20dBm better than the Vodafone signal. It is perfectly OK for phone calls. Regarding data in the home, I will simply use WiFi. As it happens, O2 can supply a Sure Signal equivalent - it is their Boostbox. Having said that, it will set you back £150. Unnecessarily expensive.

Onwards and upwards.

JPC

[vodaexpert]

GOOD Luck with your new service provider lol By the way when you will be calling O2 for compensation?

[jaypeecee]

In a detailed review of mobile network carriers/providers earlier this year in Which? magazine, giffgaff (owned by Telefonica i.e. same as O2) were in number 1 position. This review is based on real-user feedback.

If I receive appalling service from ANY company, mobile phones or otherwise, I will complain. That applies to giffgaff/O2 - should the need arise. Few companies can adequately compensate in monetary terms. But the amount offered is an indication of how much they value their customers. To put it into perspective, when Vodafone sold their stake in Verizon a short while ago, they walked away £84 billion better off.

JPC

[vodaexpert]

However, I still don't understand why it is only amount of money which can satisfy a customer (like you and me). Will compensation sort the issue? (even the issue is not sorted)..... why it is all about  money and compensation when we face issue with the service provider.

[jaypeecee]

Perhaps I didn't make myself clear. My point was that the sum of money that Vodafone offered me is merely an indication of the value they place on me as a customer. Compensation will not solve Vodafone's inability to provide satisfactory customer service. It is abundantly clear that their priorities lie elsewhere. That's why I am exploring the alternatives.

It gets to a point when customers decide that enough is enough. I've reached that stage. And it may be that the other mobile providers prove to be no better but I take the view - nothing ventured, nothing gained.

JPC

[froggerty]

Money is the only thing that satisfies Companies above everything else so why should the customer settle for anything less? We are living in an age now where, unfortunateley, money is the most important thing in life it seems and commitment to serve your customers, no matter how long they have been with a Company and used their product or services appears to be only a few steps up from the bottom of the list. A derisory offer of monetary compensation for the shortcomings of any Company to a customer is insulting and demeaning and anyone that suffers such indignation should waste no more time in dispensing with their custom. Unfortunateley, it is all about money!

[jaypeecee]

Sadly, I agree. Making huge sums of money is what big business is all about. But it shouldn't be at the expense of poor customer service. Unfortunately, this is often the case. I have now had very poor service from two mobile phone manufacturers and one carrier. But, on the very few occasions that I have had to contact Google about a Nexus 5 and Nexus 7, they have demonstrated that it is still possible to deliver excellent customer service. And, if a company with the wealth of Google can do it, so can the rest.

JPC

[froggerty]

I have had no experience of this myself but most independent telecommunication providers now provide a mobile service alongside their landline contracts, you can bundle everything together, your landline, broadband and mobile phone, what the quality of the service is I can't say because I don't know but if Vodafone provided landlines  we'd all be in the mire if the service was anything like what the mobile services are currently like.