Vodafone applies "Carrot or Stick" formula to retain Post paid customers "Horrible Experience" I would like to inform you how the Second Biggest Telecom Company (GSM) in India works.
Yesterday, on October 07, 2009; I went to the Sant Nagar or East of Kailash "Vodafone Office" at 16:15 to get the Forms for converting my post paid connections (I have three vodafone numbers) into prepaid as they were actually getting too costly for me.
I spoke to a guy called "Abhinaw" at the customer care counter {where you stand to get the ticket}, told him about it, and he gave me three forms. I was happy and I went away with them after inquiring about all relevant information like documents required, etc.
Then, came back at 19:45 with one filled form (because they said I need to clear my dues, so as my bills are soon going to be generated on my other two connections, I thought let me get my own connection converted first {the one that I use}.
Took, the ticket (no. 67); stood there for more than 15 minutes, executives were working in a weird manner, they could not manage the flow of customers, were swapping seats, roaming here and there, God knows what they were up to and how they work.
And then I saw the Executive named "Saurabh" scaring away one customer when the customer argued about waiting period. It was a horrible sight the way he spoke with him. People don't even speak to their servants in that fashion.
Ok, now it was my turn, the executive who asked me to be seated was "Waseem"; though he was already handling one customer but still wanted me to be seated along with him, I waited for nearly 10 minutes, before that customer went away.
Now, he asked me about my query, I told him that I want to convert my post paid connection to a pre paid one. And this guy first frowned while looking at me, took a look at my filled form with every document in place, and then he said "Sir, aapne form kahan se liya hai, so I said, ki yahin se "Abhinaw" ji se liya hai.
Now, this guy started his own pitch, sir why don't you go for this plan, go for that plan. Now, this guy seems that he won't listen at all come what may; I told him sir, I don't have the usage, I just wanna convert into prepaid as that's cheaper, but this guy will not listen, in the middle of the pitch, he attended a call on his cellphone, I think he was talking to his girlfriend {and he was talking too casually with her, it was damn unprofessional}, and he didn't look at me for next 10 minutes, I was sitting there waiting to go back home but this guy won't even care to at least attend to me first.
It was getting quite late, and I had to rush back home, so I just said okay convert it into this plan some 325. And he was on the cloud nine that he convinced me, he even bragged to his boss and asked me twice to take the name of his colleague "Abhinaw" who didn't retain me and rather gave me the forms straight away in the evening. It was like they had cut throat competition among them as that guy didn't hesitate to let down the reputation of his colleague in front of a customer.
Now, I determined that I would go to the Ansal Plaza (Khel Gaon Marg), the very next morning and would get it converted from there.
The shop opened up at 10:30 and I was given the first ticket (No.1), an executive named "Priyanka" attended to me, she listened to my entire story, and now she again started her own pitch; and again I said that I use this connection for my incoming calls only and I use my another Landline (Airtel) for outgoing calls if required, I just want to convert into prepaid.
Now, failing to convince me, she roamed here and there, and after talking to some of her colleagues; said that I should go to "Counter no. F" where her senior named "Ghajendra" would assist me as she doesn't have the authority.
Now, I will tell you how this guy "Ghajendra" tried to help me (God knows who made him the supervisor there).
He was talking to some guy (may be his colleague) behind the counter, and I was standing there in front; I really couldn't sit unless somebody asked me to sit and also it's a basic courtesy when two people speak, how can you go and sit at the counter.
This guy, "Ghajendra", looked at me while I was just looking at other customers, said with a heavy voice, "Excuse me", I moved my head, "Will you sit?", I said okay, what a wonder way.
Then, it was his chance to convince me, it seemed that everyone tried to persuade me as if they won't get their salary the next month, if I convert to prepaid.
He tried to convince me, but seeing that he couldn't convince me, his tone was getting more and more aggressive. He called up "Waseem" the guy at East of Kailash, and he briefed him about me, and you know what he said on the phone, I will tell you the part of lines he used after briefing, "Abhey woh nahi maan raha hai yaar, maine kitna samjhaya nahi maan raha. Ab bata kaun hit lega, hit tera main kyon loon, and after some time he said, acha, main yahan se form leta hun, tu sim card wahan se issue kar" and they both agreed and this guy hung up.
What a polite way to address your customer in front of him and that too on his face by saying "Woh" and mind you he is the "supervisor", wow...
And I simply informed him that I have come to the headquarter i.e. Ansal Plaza, now why should I again go back to East of Kailash just to get my sim card, why can't he issue it. But he started giving his lame excuses, nahi sir aisa nahi hota, aapko to wahan jana padega in a rude tone.
Ok, I said and I took back my conversion form, and said let me escalate the matter to your seniors now.
Now, I would like to convert all my Vodafone Postpaid numbers into pre paid.
And I have already escalated the matter to the nodal officer today; let’s see what reply comes.
"Now, I won't visit any of their shops, be it EOK, Khel Gaon, or anywhere on Earth, they will have to send their guys at my place, take all my three forms, and give me my three new sim cards, and convert my numbers into prepaid ."
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