Monday, May 31, 2010

Vodafone ineptitude knows no bounds.

In an attempt to resolve my ongoing issues with Vodafone I reached out to one of their senior customer service representatives who helped with contract renegotiation issues back in 2007.

It was a long shot, admittedly, but I was fortunate enough to get through to him by email.

His reply, copied below, goes some way to explaining why Vodafone customer service has gone to shit:

________________________________________

From: XX XXXX [mailto: XX.XXXXX@XXXX..com]
Sent: 29 May 2010 09:19
To: 'Steele, Daniel, Customer Relations VF-UK'
Subject: RE: Request for assistance with account issues.

Dan,

Many thanks for coming back to me, much appreciated.

The policy you describe is a major reason for my recent correspondence to Mr Colao. Ultimately it’s very much to Vodafones’ detriment that their more experienced staff such as yourself are prevented from doing what they do best.

That said, as a company they have done well to retain someone of your caliber – that they deign to prevent you doing your job as an ambassador for the company is beyond comprehension.

Best wishes

XXXX

________________________________________

From: Steele, Daniel, Customer Relations VF-UK [mailto:XXXXXXXXX@vodafone.com]
Sent: 28 May 2010 08:08
To: XX XXXX
Subject: RE: Request for assistance with account issues.

XXXX I would love to help but I cant im afraid, Weve been told we are unable to deal with any new issues direct form customers. They need to go through the call centre 191.

Sorry
Dan

________________________________________

From: XX XXXXX [mailto:XX.XXXXX@XXXX..com]
Sent: 27 May 2010 17:24
To: Steele, Daniel, Customer Relations VF-UK
Subject: Request for assistance with account issues.


Hi Daniel,

I appreciate that this is a long shot - but you very kindly helped me with issues back in 2007 and I'm hoping you are still with Vodafone.

For reference the primary number is 0XXXXXXXXXX.

Regards

XX XXXXX

Labels: , , ,

posted by Mr Angry @ 4:42 PM Comments: 0

Saturday, April 24, 2010

Vodafone, losing the plot?

Angry is a very long time customer of Vodafone - as is Mrs Angry and the three Angryites. Our contracts are currently up for renewal so we thought it might be appropriate to engage Vodafone with a view to negotiating a deal.

Here's what happened:

On Tuesday April 20th at about lunchtime I took a call from a Vodafone representative who had been reviewing my accounts on foot of my request some two weeks earlier for the various PAC numbers. The chap assured me that he'd be very unhappy to lose my custom and that he'd like to try and hammer out a deal to keep me, Mrs Angry and the kids, as Vodafone customers.

Unfortunately I’m afraid his call confirmed my very worst fears - Vodafone have totally lost the plot as far as retaining existing customers is concerned.

His proposed “deal” in order to retain us as a family of five was to reduce the allowance on both contract handsets of 600 free minutes by 50% to 300 minutes and reduce the existing line rental per handset from £12.50 (inc VAT) to £10.00 (inc VAT).

It became clear what was at play when he suggested that I downgrade the family pack from the group of six (there are five in my immediate family) to the group of four (yes, you read that right) for £5.00 (inc VAT) – it had obviously escaped his notice whilst "reviewing" my account that I am currently getting the group of six for no cost at all.

Effectively, in real / monetary terms, he was “offering” to halve our existing free minutes allowance and knock one of our family off the free calls package in an attempt to retain our custom.

I’m sure readers will appreciate that whilst I’m disappointed, I'm not at all surprised.

I think this type of "offer" is something which senior management at Vodafone might want to look into as it is bound to lose Vodafone considerable numbers of customers who can see through badly thought out retention campaigns - especially in the current economic climate.

Be wary of any company that's prepared to take you for a fool - and your hard earned cash for granted.

Labels: , , ,

posted by Mr Angry @ 5:37 PM Comments: 0