Chat transcript redacted

[Bernard1999]

Just had the most longwinded webchat conversation with a "human" (it definitely wasn't) to simply change a date on my new customer application. I'd already sorted the physical visit with city fibre. At end of chat, the feedback form wouldn't allow me to fill in and then I received the transcript where all the bits I would've used for feedback via email have been redacted. They didn't contain personal info either so I'm confused as to why I can't have the full transcript, or offer feedback other than on here. Please stop using chatbots. They're properly awful and impersonal. And please send me my full transcript as requested at time of the open chat window.

[Effie]

Hey @Bernard1999 I hope you're well. I am sorry to hear that you didn't have a great experience with our WebChat team. If you want to request a full transcript, you will need to fill in the Subject Access Request Form and our Back Office Team will get that sent over to you as we have no account access on the Community Forum. 

[Advocateforall]

No customer should have to ask for a subject access request to get a transcript that they’ve already requested and given a email address for when they began their chat bot conversation with Tobi.

vodafone should be honest and open from the get go. I’m a retired professional who never uses rude, or threatening trigger words but both my transcripts were heavily redacted at points where the bot could be seen to respond inadequately to my responses. 

I advise screen shot chats as Vodafone don’t seem to want customers to have a true reflection of their online conversations.

[Advocateforall]

I have raised a complaint, to CEO customer support level, on this particular issue of redacted transcripts and not being able to insert a low scale feedback.

I now screen shot conversations as I go. They are tediously long. In a past dialogue with Tobi, the redacted comments (just mine) showed how useless Tobi is.