I have been a customer for a long time. Vodafone think its around 12 years although I think its nearer 20. Anyway, long enough to have experienced their customer service ability many times.
In all that time I have NEVER received a promised call back unless it was from a manager after I had complained.
On saturday I ordered an upgrade to my 38meg Fibre broadband to 78meg. I was told by the person who took my order that it should be sorted in 24 hours as I alrwady had a fibre connection. On Sunday I called when nothing had happened and was told it was due for activation on Monday. By 7:30 on Monday nothing had happened so I called back via chat. I was told the order was rejected by Open Reach. The advisor guessed it was due to no spare port being available. I asked to speak to a manager and was put through to a shift supervisor who confirmed the order was rejected. I asked why no one had thought to inform me but just got an apology. I was asked to call the activation team which I did. Having sat in the queue for 50 minutes I gave up.
At 8am I called and got through. My order was still open but indeed had been rejected by OR. He cancelled my order and raised another one. He put me on hold and went off to speak to someone on the Acticvation team and returned to tell me he had asked for it to be done asap but it would be within 48 hours.
Even though the 48 hours were not up when I just called I wanted to know that there had not been another problem. Experience tells you not to sit and wait for Vodafone to do what they promise WHEN they promise to do it by. The advisor confirmed the order had not been rejected this time and they are "working on it". He did say that an activation takes between 48 and 76 hours to complete. Why do they over promise what isn't possible with 24 hour and 48 hours?
Anyway he has taken my mobile number and will check if the order has gone through in the morning. Then ( and here's the exciting bit) he will call me after 8am ( and before noon ).
Is this it? Is this the big one? Is this where I get a promised call back?
So what do we think? Have Vodafone made improvements in customer service since I last had to complain? Complaining and chasing up Vodafone is a very draining experience. I usuallyget whatever service, discount or product I was promised in the first place but it really shouldn't be as hard as they have made it in the past.
I will report back in themorning. Hopefully I willbe using my new shiny 76meg fibre broadband.
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