Oct 24, 2007 10:06 AM
2506 Views
(Updated May 23, 2008 03:17 PM)
I have seen Orange change to Hutch and then to the current Vodafone. Apart from the name change there hasnt been any change for the better(for the customer..). I will list down a few of the problems issues I have encountered
*ONE
Quite recently in second week of October 2007 I noticed that my cell signal strength fluctuating really bad. I took the phone to the dealer and was told the IC Network card may have been damaged. To put a long story short it was a faulty SIM card that was the real culprit. I was expecting many calls so ended up buying a new cell phone for 13.5 K!!!
My card was replaced free of charge at J.B.Nagar branch on Monday 22 October and upon enquiring with the person there I have been told that there is an ongoing problem with the SIM cards and they are replacing close to 100 cards a day. WHen I asked her why the company is keepin mum about the issue and replacing cards when the Customer comes up she had no proper answer...Is that the way a company should treat its customer??? Imagine such a thing happening in US or UK.
TWO
I had dropped a cheque in a drop box of BEST bus for bill of May 2007 5 days before the due date of 25 June and guess what happened...I receive a call asking me to pay up on the 26th and when I gave all the details to them, after apologizing for the "Inconvenience caused" they assured me that they would call back and let me know about the present status which they never did even after the due date. I called up a number of times telling the whole episode to the customer service people and all that I got was just assurance/promise to call back. I ended up paying once again (this time online)for no mistake of mine. Finally I got a message after 10 days past the due date that the cheque has been encashed. I informed about this once again by callin up the customer care and they said that they would adjust it for the next month.
*In the meantime they also blocked the option 9 to speak to a customer care executive as I was callin them so many times and they didnt have an answer to my question. Which I think is very unprofessional and shows how cheap the guys at the company are. I called up from my friends phone and when I brought up this aspect with the cusotmer care exec he was questioning me why I was calling up so many times un-necessarily!!! finally the option was resumed for my phone.
Three
*I got my Prepaid connection changed to Post paid in the month of March ( by visiting the JB Nagar Gallery). Infact we didnt have to wait by taking a coupon in the queue!! I submitted a letter from my HR and my Pan card photocopy along with the activation fee. I was assured that the post paid connection would be activated by the end of the day or by next day morning after a verification of the billing address( my office address in this case). MY prepaid connection was disconnected but the post paid connection was never activated for next one week. When I called up the hutch guys they told me that I was not present in the place(office) when the guy from Hutch came for veriifcation.
I confirmed with my companys receptionist and there was no guy who came for address verififcation at all. I was advised by the "friendly" customer care executive that I would have to visit the JB Nagar branch and submit the documents once again. WHich I did after paying 40 bucks for the Auto rickshaw. THis time when I went to check what was going on.. I was put thru the queue!! Now isnt that something interesting.
*Four
*About a year ago I used to receive messages informing me about any missed calls about 3 hours after the calls were made. Now isnt that riduculous?? I guess there is no point in such a service then..When I called up the customer service guys, they came up with all wild guesses including me not keeping the cell switched on to going out of coverage area..
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Instead of blowing up 210 Crores for an ad-campaing to announce that Hutch is now Vodafone I guess it would be better for the guys at VOda to spend that money-efforts and energy to address customers complaints and issues....
When I was asked how I liked Vodafone now that it has changed from Hutch here is what I told the exec"In the kingdom of the blind the one eyed one is better"
Guess that should answer your question of why I am still with Vodafone..
Conclusion: In a country like ours where everything and everybody has the "chaltha Hai" attitude you cant expect world class quality or service..so better put up with it.
God save the customer.
