Dec 13, 2022 02:44 PM
1238 Views
This was the copy of an Open Letter of Introspection which I had also shared with the leadership of Vodafone Idea. For the benefit and review of the community would like to share the same here.
For the past few months I had been due diligently working with Vodafone Field Engineers and they have confirmed that there is a network issue in the region which at this point of time needs a much more focused attention and efforts by the corporate for which higher approvals might be needed. As a result, they regretted for their inability from doing any further changes in the network.
Vodafone Idea is definitely a global brand with impressively bright minds at work at all layers. I just feel bad that bureaucratic processes and slow decision making is actually dampening the spirits of the workforce and the customers as well. However I feel that prioritizing and strategizing things is definitely being missed out by their project management office. When tapped of its potentials it could definitely a role model and a forerunner for other peer TSPs besides their own group siblings.
Hence on a goodwill gesture I would like to bring up this incident which could be a learner/eye-opener to untangle the spaghetti and set things right for everyone. Though most of these issues that I am reporting are from my account, a few of them are also being shared and ranted by a few other subscribers as seen in Social Media.
In my view some of the things which could address the issues comfortably with minimal tinkering of the network are as below:
1) At least in the melee I requested it would be good if either Missed Call Alert(MCA) or Voice Mail(VM) be extended complimentary because a lot of significant calls are being missed out due to network issue. The team had taken up the same to be forwarded to the backend. However so far the same has not been provisioned and/or activated. Honestly these two are part of the basic offering by every other TSP in India and Vi is lagging behind this by having an archaic policy of treating these as a premium Value Added Service(VAS).
2) Voice over Wifi(VoWifi). Since most of us have a WiFi device in place, if WiFi calling is enabled on the switches then the load on the BTS(Base Transceiver Stations) could be significantly reduced and this can be used for other constructive network expansion.
3) The knowledge of CRM needs to be up to date. Regarding the voice mail clarification, I still see that Customer Care is mentioning that Voice Mail is not available for Idea SIM holders. My SIM was ported in as a VI customer when the brands were neither independent Vodafone or Idea. Hence such lame reasons might portray the brand in an undesirable fashion.
4) I have been a personal fanatic fan of Vodafone Data in my region with the 4G dongle but not sure since July the 4G literally fails and limps in 2G(E or G) modes.
5) The due diligence in prosecution of Do Not Complaints also needs to be ensured because if the network enforces Zero Tolerance for violations that would be a welcome step for genuine subscribers to get attracted to it besides serving as a deterrence for abusers. As of now from my own account I see at least 41 service requests in Do Not Call complaints for the past few weeks in Awaiting status. The first two of the points could definitely help customer satisfaction index to be improved. Besides this will give the technical team a breathing space to work and stabilize on 1) Voice of LTE(VoLTE) 2) 4G Stabilization 3) 5G Case-Studies and Rollout
