Dec 01, 2007 02:04 PM
4918 Views
I have been using a Orange-turned Hutch-turned Vodafone number since 2001. I also have two(2) other vodafone connections which my family members are using. There has been many instances of the pathetic service provided by vodafone, who not only nave no sense of what customer service means at the same time are arrogant & rude. Surprisingly some of them dont even know how to speak(they sometimes mix genders) & neither can handle queries properly. They call mistakes as technical errors & wash away their hands with their duties & responsibilities blaming their mistakes on machines. Many instance of printing high bills, recording calls from the same numbers back to back with little time intervals which doesnt justify the calls made, not sending bills on time, disconnecting connections without prior intimation & the list goes on & on. CASE 1 - Dated 28th November 2007 when I had made a call from my wifes cellphone to the helpline - 111 & requested tarrif plan change for my Wife . I spoke to the CCE (Customer Care Executive) A lady to change the tarrif plans to Talk99 plan. which she mentioned will be activated within 2 hrs, which didnt happen till 30th November 2007 @ 10:30 pm.
When contacted the helpline, which is very very user friendly ( I am being sarcastic), there was a long IVR menue which is confusing...some how I was able to speak to a CCE & told the entire story, who then put me on a hold..after 6 & 1/2 minutes hold...ooh..call dropped..nothing usual or new...it happens everytime..so I again dialled 111 hoping things will be sorted & ahoy..I had to narrate the entire fairy tale once again to another CCE.. after narrating the story atlast I had to escalate the call..& again was put on a long hold..to add to my dissappointment after 16 min & 30 sec approx again a call drop ..I had no choice but to call up again 111 & again narrate the whole story to another CCE who couldnt solve my problem so I had to escalat the call to Mr. Riyaz Jaria - Floor Supervisor to whom I had to narrate my agony & pain which I have been going through since past 25 minutes..but the story didnt end here..I was Informed that the Talk 99 plan cannot be activated over the helpline..we have to visit the nearest vodafone gallery...I told him that the CCE which we spoke to on 28th didnt inform us about this....we could have done that during our visit to the Vodafone gallery on 29th Nov. Mind you all this incident happened on 30th Nov..2 days after we had spoken to a CCE...and a visit to Vodafone gallery on 29th... Another interesting fact is that my wife's number is a new connection which has some call limits of 500 rs only..which means the moment your credit limit is 500..they will inform you to pay up and then continue the use of service..( The worst part abt my vodafone nos are all the 3 connections which I have are POSTPAID). So they disconnected the service on her number without any prior intimation...Imagine the plight & suffering which one have to go through in case of emergency & you cannot even call someone for help...even though you are a post paid customer.
WELCOME TO VODAFONE... CASE 2 - I lost my cellphone on the 28th November Itself (This was a bad day for me ). & had blocked my simcard to prevent misuse. I went to the Vodafone shop in Mulund (W), Token No. 184 dated 29/11/2007 @ 5:47:07 PM..after waiting for around 10 min I was attended byMr. Sandesh. I had mentioned him about two issues - 1st with regards to the disconnection of my Wife's Sim & 2nd with regards to my lost simcard. He told me that the service on my wifes sim will be activated in 2 hrs & will provide me with a new sim card & was told that the service will resume in 2 hrs time the same day( MIND YOU TWO HOURS TIME i.e. around 8:30 pm FROM THE ISSUE TIME WHICH SHOULD BE APPROXIMATELY AROUND 6:15 PM). To my surprise which was not activated till 10:00 PM on 30th November 2007. I had brought this problem too to the notice ofMr. Riyaz Jaria - Floor Supervisor during the same call relating to the other number which my wife is using.
When asked why it was not activated to which Riyaz asked me the 19 digits code on the back of the Sim card..to my surprise I came to know that the person who had handed over the simcar to me at the vodafone shop had goofed up during registering the same 19 digit code on my form...to which Mr. Riyaz Jaria - Floor Supervisor gave me an excuse of technical error..... I had no option but to escalate the call to his higher authority, and after being put on hold (I have got used to long holds especially after being such and old customer ) another person Mr. Abhishek Joshi (Duty Manager) came on line...who had no sense on how to speak to a customer..the kind of arrogance which he showed made me think as to how can he speak to his clients in such a rude and orthodox manner...How did he become a duty manager?..is he giving a good name to Vodafone?????..In my opinion...he should call me up and apologise ..or should be sacked from his Job...
Hoping to get some response....*
