Sep 23, 2008 12:19 PM
2620 Views
One by one my faith in Vodaphone’s services has diminished to zero thanks to the lack customer centricity by the outsourced customer care partner, Network team and Billing team. And after being a part of the telecom revolution in India and currently recruited to manage the outsourced customer care for an International telecom Brand I really know what I should expect from my telecom service provider.
My Vodaphone’s MDN is 9819551514. Please do check my last 12 to 18 months billing and you will realize the loss caused due to the three teams below. Network Team My first issue is with Vodaphone's Network team, ever since Oct 2006 when I was a corporate customer with you and had to stand in my balcony to answer all my calls at my residence in Borivali (E) as your network’s in-building coverage was a total failure.
Not forget the innumerable call drops, I have had and expenses I had to incur to do callbacks to reply to call drops. I was repeatedly assure that you will be setting by a new BTS and my problem will be resolved in 90 days. Two years have passed but still the tower to being set up.
In between your Network team did have the courage to call me and check about my network at my residence, but then actions and words lead resolutionsJ. Anyways ever since I downgraded my tariff plan and moved to a new service provider I have don’t have to worry about it.
Outsourced Partner Vodaphone's Outsourced Partner Intellinet Global service is a terror. Right from Customer care executives to TL’s it seems hooligans taking calls. During my network issue my call was dropped at least 20 times. Plus the TL’s on floor take ages to come on call and never made any difference what so ever from the customer care exec.
I asked for Manager Escalation firstly they never came on call, secondly they questioned a TL (apparently was related to me) for giving their details. Rexy is one such Manager. I called him and discussed my concerns, he said he will look into it but never ever responded back. (So even Managers don’t keep promises here) I had a billing issue recently (I will discuss this in detail below) and my call was escalated to TL Vasanti Pujari, she came on the call after 45 mins of being on Hold (I say hold here as the CSE was coming again and again to me and apologizing for the delay) But there are no remorse from the TL for even customer care sake. She kept raising her voice and telling me to pay the amount.
Billing Team Vodaphone's Billing team billed me for International roaming charges and Advance Voice mail charges for 5 Months (From Nov 07 to Mar 08). Its started when I wanted a national roaming plan… since my bills were reimbursed by my company I didn’t check my bill, but finally when I did in March 08 I asked for a reversal. In those 5 months I gave you Rs. 3000+ Billing every month. A waiver of International Roaming Charges and Adv Voice mail Charges was not a big ask. As I have never made an International trip in the last 2 years (so didn’t use International Roaming) and never used Basic Voicemail even once (Where is the question of using advance voice mail). But again Customer Care Hooligans don’t have sympathy, expecting empathy from them is a crime. In the last week of August 08, I received an SMS to pay 1000 old rupees, no reason mentioned, I knew my Bill was not due as I am on Direct Debit.
I called customer care. Vasanti did tell me that there was a wrong credit into my account in Oct ’07 but the same was reverse in Aug 08 and hence the SMS. The way she explained is already is mentioned in my mail earlier. Isn’t it worthwhile for your Billing team that goofed up in Oct 07 to outcall me and update about such a mistake instead an SMS order to pay? Also Vasanti being a TL should have understood that I am not a defaulter, its YOUR BILLING ERROR. Even after warning her that I would mail YOU (LAXMI BHAN) still she didn’t mend her ways. I would tsay the CSE who took my call initially was far better.
My Bill for Aug 08 was generated for Rs. 1761 and the same was presented for Direct debit to the ICICI Credit card. The payment went through on 15th Sept, 19:24. Firstly why my service barred before due date? If the payment was received on 15th Sept, it’s 17th Sept and still I had to call your customer care (which I don’t like calling) to reactivate my services. You automatically bar my services, without any call or SMS and you DON”T ACTIVATE MY SERVICE AUTOMATICALLY ONCE PAYMENT IS RECEIVED. HAPPY TO HELP sounds more HARDLY TO HELP.
