May 18, 2010 04:36 PM
1964 Views
Vodafone is really becoming arrogant day after day. I've been a loyal hutch customer since 2006 Feb, with a monthly average bill of about Rs.1800 in the recent year. Over the last 3 months, I've experienced the following.
1) My brother-in-law moved in to my city and is living with me early this year. He wanted a new connection, and I called Vodafone to issue me an additional connection attached to my credit limit. They demanded proof documents which I gave, and then demanded a deposit, which I refused to pay. He bought another connection through his employer with another operator.
2) Within two days, Vodafone sales cell kept calling me, asking if I need an additional connection 'free of cost'. Now, these guys had no idea I was denied one just a couple of days ago by their customer care. I said I'm not interested, and someone or the other kept calling me explaining the special scheme for the next 1 whole week
3) I kept receiving calls about 'service feedback' at different times. I had reported coverage issues around my office and their team mentioned that it cant be fixed immediately due to technical reasons. And these service feedback callers have no idea about the complaints I had registered in the past. (How can you have such islanded operations and still use CRM systems !!)
4) I received an SMS this noon (By 12:00 or so, Which had a very arrogant tone), that please submit your ID proof and Address Proof to nearest vodafone before 8 PM to avoid suspension of services. I was a bit confused, and decided to dial 111. I got a very indifferent response that 'DOT is asking for the documents'. I questioned them back as to what is wrong with my old document ? I'm receiving bills regularly, and pay them on time. What id proof are you demanding right now ? the response was even more indifferent, which went like 'its a regulatory requirement, government is asking for it'. This ired me a bit, especially when the lady insisted that it has to be submitted by me, in a nearby store, without fail by today. I wanted to know the reason behind this emergency. I asked her 'Did they wake up today morning and asked 'Oh, this guys' documents need to be reverified so ask him to come over before this evening' ?'. The response was 'No sir, we send them in batches, your number came up today'. How can they send these SMS in batches and expect your customer to respond in matter of hours ??
Another KIND LADY at their complaint desk (Kind Underscored with Sarcasm) extended my mandate of responding, to 24 hours. She was unprepared to answer questions like 'What if I were outside the country and couldnt respond back within 24 hours ?' 'What if I were hospitalized' ? The response was all again the same 'Sorry sir, thats our policy, we cant wait longer'. For a minute, I thought I was talking to some of those Nazi thuds, left overs of 2nd world-war ! How can one have a policy to de-activate a customer's cell, when he/she is in utter need of having a mobile phone (While in hospital / On the move from country to country), without giving sufficient notice ? Also, they never bother to explain 'how will another photocopy of my old license / passport help them, which they already must be possessing ?' I am in utter disbelief that a customer who has been loyal with you for over 4 years, with regular payment records and value added services subscription can be treated in this fashion. Vodafone sucks ! Dont know of other operators though.
