online chat

[mozietoes]

So I've had the unfortunate need to complain abnout various aspects of vodafone's service in the last few months.  I've done so through the online chat system and the response through this system has been very poor.  Apart from the fact that the response time to each question is very slow, it's the poor standard of english that makes communication so difficult. 

Now before the PC crowd jump all over me, I have absolutely no problem with the place of someone's birth or their ethnic origin when they are trying to help me.  I really don't care at all.  But when their command of English is so poor that the exchange takes much longer than it should, I feel that the service offered is not fit for purpose.

I ended up telephoning the complaints line and got through to the Belfast office.  The speed with which they dealt with me was, in comparison, breathtaking. My online chat took 31 minutes and the issue was not resolved. My phone call, 12 minutes.

 I'm aware that phone calls are much quicker, but I have found in the past that calling Vodafone's call centre (not the Belfast one) has been also a very slow process and it is for this reason that I have been trying the online chat system.

Vodafone, you must introduce call centres with staff whose first language is English or whose command of English is suitable for the job.  I'm not talking about grammar or typos here.  My written  English is far from perfect but I do have the ability, generally, to understand written questions and to respond effectively.

[BandOfBrothers]

I do understand your frustration with what you highlight @mozietoes

Yes things can be lost in translation I agree and I also believe the online agents are engaged with more than one person at anyone time which can mean sometimes reaction times can be delayed. 

It's great your issues were resolved.  

Feedback from threads like yours are logged and relayed back up the chain by the Social Media Team here. 

[mozietoes]

Thanks for your reply. I must admit the issue itself wasn't resolved completely and the agreed outcome  of a long term discount without  a thorough explanation as to why my bill increased without warning has left me suspicious.

As a result of this and the time I've spent over my term with Vodafone, battling with language barriers I've decided to look for a new contract elsewhere...

[Gemma]

@mozietoes - This isn’t good to hear.

So we can look into the chats you’ve received and get this fed back, please send us your details by following the instructions in this private message.

We can also check why your bills have increased.