A letter to the Vodafone Group, Investors, Shareholders, Media, Vodafone Press Release Readers, Vodafone Sustainability initiative and the Vodafone Foundation.
Issues experienced today with Vodafone Customer Service, The Corporate Website of Vodafone Group PLC, Vodafone advertising and statements in Press Releases targeting investors and shareholders about Vodafone’s sustainability initiatives and the Vodafone Foundation.
The purpose of this text is to tell the reader of problems with Vodafone’s service, particularly customer service, experienced by a long-term Vodafone customer.
A communication company that fails to communicate and reacts to criticism like a cornered cat is beyond criticism, pity perhaps. Vodafone profits are huge so they get most things right, obviously I don’t meet their cookie-cutter-customer profile any more. I wonder if there are other people like me?
I have used Vodafone since the mid 80′s so naturally, when I needed an Internet dongle for mobile broadband they were the company I thought of.
I found an offer online, you can see it here. Pay as you go is perfect for my expected occasional use.
Installation was easy, performance was better than I had expected. The trouble began when I checked my account. I expected to see a little under 500mb of data valid for 60 days, instead I see 249mb valid until the end of September which is 30 days, but Vodafone customer service tell me I am wrong, apparently I don’t know how to add (I am not kidding, the customer support representative, on 08700 776655, at 15:27 today, calling himself Scott, actually said that).
When the call began Scott of Vodafone Customer Services denied the offer was 500mb for 60 days. When I read the advert to him he asked me where I bought the Internet dongle. When I told him it was a Vodafone shop he said it must have been a special offer from them and I should take it back to the shop I got it from.
I was lost for words, a little in shock I suppose, when Scott began the preamble for closing the call. I considered the amount of effort and time spent in getting this far and decided I was not ready for the call to end. I told him the advert on the website is clear, he is mistaken and all I want is my account to show what I bought.
Scott of Vodafone Customer Services (call on 31/8/11 at 15:27) began to shout which did not improve my impression Vodafone’s customer service. His claim was this “Your account shows 250mb plus a £5 voucher worth another 250mb, that means you have a total of 500mb”. It was at this point he questioned my ability to add.
I tried to explain, but he failed to hear because he over-spoke again; I agree, 2 x 250mb is 500mb, but the amount of days between today and 30 sep 2011 = 30 not 60, precisely half promised by the advert. I do not want to find on day 40 the first 250mb has disappeared and I am left with just 250mb from another voucher because I failed to use the first 250mb in 30 days; I want what the advert promises “comes with 500MB UK data lasting up to 60 days”.
If picky you could say just one day is “up to 60 days”. Reasonable people would expect 500mb to last the advertised 60 days, if they do not use all 500mb the rest still available on the 60th day.
The “up to” part means if you use all of it before “60 days” then it has run out and you need to buy more if you wish to continue using it. It means if you have not used it by 60 days then they take it back. That’s my interpretation of the advert which differs with Vodafone’s.
Scotts rants continued, only when he stopped for breath did I get the chance to ask him to put me through to his supervisor.
Say hello to Natasha, Vodafone’s Customer Service Supervisor
Scott transferred me to Natasha. I asked if Vodafone record customer service calls.
“Yes”, Natasha replied.
“I suggest you dig the tapes out and listen to my conversation with Scott which will explain why I will use the remaining credit on this Internet Dongle, bought from you today, and then never willingly use a Vodafone product again.”
I didn’t mean to sound rude though I realise now I may have been hasty with my decision. It is not correct to blame the entire company for the failings of one person. The advert and customer service culture also share the blame.
I confess I did not wait for her reply. This was not due to decisive action or slamming the phone down in anger. What could she say? How could she help? I had informed her of a problem within her team, if she decides to act upon it she may help her paymaster keep more business, if not so what?
What is wrong with Vodafone’s Website
Originally I tried to buy the dongle online. This resulted in two failed attempts with my business card. Vodafone was “unable to identify me” yet still managed to take TWO payments from my bank. They did return them a few days later however no refund of bank charges or difference in exchange rate. It’s only a few pounds but how many people do they do this to? How many people have been unable to complain because of the impossible logic and validation rules required to use the online contact form?
Because I have a foreign bank I have to pay fees for each transaction, I also have to cover the margin on exchange rates. Vodafone duly pay back what they took but not the extra charges. Why should they? One reason is the unauthorised charges taken from my bank. That’s the actus reus of theft isn’t it?
It appears they make a charge of £1 to “validate” your identity and presumably refund this after they take the authorised payment. Since when have banks allowed websites to take bank details and payments WITHOUT the account holders permission?
Trying to contact them over the web is difficult. Calling them is easy but what if you need to send an attachment or serial number? To email them you need an account and you must be logged in; but why ask registered customers to complete same information again on the contact form? Even my local florist understands RDBMS (See Codd’s 12 rules).
It is a bizarre situation: To create an account you need a verify code sent to your dongle via SMS. What then if you cannot install your dongle? What if your dongle does not receive the SMS? What if the software refuses to work or give access to SMS messages? I had to wait an hour for the message to arrive, I have never had to wait before, for a while I thought the dongle had a problem.
It’s not courtesy or discount I want. For the last quarter century I trusted Vodafone to deliver on their promise and I would like that to continue.
Do you keep hearing a voice message warning you to clear your cache and cookies? I don’t, but my father experiences it and when he described it I could not believe it. Why would such a pointless and stupid message be played every time you opened the browser? 
My walks, hikes, rambles, kloofing, backpacking, excursions, treks, and walkabouts return to the starting point making it easy to plan your day.