Recently I got several calls from my mobile service provider. Vodafone. The callers, rude agents appointed by Vodafone to act as "The Collectors". The fact that the number they referred to was prepaid was lost on both "The Collectors" and Vodafone. On all of these occasions, they were told to send the pending bills. As in the mob, writing does not exist. They behave like extortionists who just threaten. Never received a single letter.
Interestingly the number in question was a prepaid number converted to postpaid in August 2010. And this was done at a Vodafone Customer Center. The executive made a mistake and gave an incorrect outstanding. They then called up later and said that there was an outstanding. Since it was the first time, we went to the Vodafone Center and settled the same. The executive assured us that there were no further dues. And immediately thereafter, "The Collectors" came calling.
Finally fed up, I wrote to Customer Service. My experience seems to indicate that they have made a typo in their tag line "Happy to Help". They mean "Happy to Yelp" and just so that there is no misunderstanding they have their dog growl at you.
I had to write 4 e-mails and the biggest problem seemed to be that they did not bother to even read the mails. They kept sending standard e-mails. Till I finally managed to get through. And even then, they did not have the basic decency to apologize. Their line "We have clarified your query". Wait a minute. I didn't have a query, you did. And you didn't clarify, I did. And you made a mistake. Have the decency to say "Sorry". But I guess expecting telecom companies to apologize for mistakes is a little like expecting the government to admit a mistake.
The question is "Why am I still a Vodafone customer ?" Answer, Vodafone service sucks. Unfortunately so does that of the other service providers. And I guess that until the tremendous growth they're currently experiencing stops, they can continue with their obnoxious behavior and get away with it.
Hopefully soon we will have more competition and better services in telecom. Until then the Vodafone dog shall continue barking.
Am giving below a list of mail exchanges, which illustrate the absolute ridiculousness of the issue.
Mail 1 to Vodafone - dated Dec. 31, 2010
Dear Sirs,
I'm constantly getting calls from Vodafone. As an example I got a call today from number 99300#####, name - Kavita rudely informing me that a bill of Rs. 600 is outstanding on number "98208#####".
I've informed on at least 3 occasions previously that the number in question is a prepaid number and so the question of outstanding does not arise. In any case, even if there is any such amount then a letter needs to be sent.
I've not received a single letter but these nuisance calls continue.
Can you kindly ensure that
a. I do not get these calls
b. That you rectify your system information
c. If there are any issues including those of outstanding, please communicate in writing at my address or e-mail with you.
Regards,
Stephen
Mail 2 to Vodafone dated Dec. 31, 2010
(Sent to the Nodal Officer)
Dear Rashna,
I tried sending the below mail that is self explanatory thrice to the vodafone care e-mail
"vodafonecare.mum@vodafone.com" but it bounced with the message
Delivery has failed to these recipients or distribution lists:
vodafonecare.mum@vodafone.com
This message exceeds the maximum message size allowed.
Microsoft Exchange will not try to redeliver this message for you. Please make the message smaller -- by removing attachments, for example -- and try sending it again, or provide the following diagnostic text to your system administrator.
Sent by Microsoft Exchange Server 2007
This was strange considering the fact that this was a plain text message with no attachments of any kind whatsoever. Can you kindly forward or address my issue and confirm.
Thanks,
Stephen
Mail 3 from Vodafone dated Jan. 1, 2011
(Interestingly in-spite of asking them not to call, the first thing Vodafone Care did was to call)
Dear Mr. Lobo,
Thank you for your email dated, 31/12/10 regarding the Vodafone mobile number 98208#####.
Further to our conversation, we have forwarded your request for the Statement of account for the above mentioned Vodafone mobile number and you will receive the same within 3 working days.
In case you need further assistance, please do call or email us. We’ll do our best to help you.
Happy to help,
Rupali Dhumal
Vodafone Care
Mail 4 to Vodafone dated Jan. 3, 2011
Dear Madam / Sir,
The conversation I had did not ask for the statement as your reply seems to suggest. All I said was "Do not call. If you have something to say or clarify, please send me a letter or mail."
I had informed you
a. I had informed both in my mail and then in your call, since you don't seem to read the mails that "Please do not call me regarding "Outstanding Payments" for a prepaid number. If at all there are any issues, please send a written letter to the address in your records.
b. I had also informed that the account has been made prepaid in August / September and that the same had been cleared at a Vodafone Center, so please update your records.
c. We had visited your Vodafone Center at Saki Vihar Road, in October as we were getting calls saying there was an outstanding amount. We were informed that the Vodafone Executive who converted the account had made a mistake and had forgotten to collect the pending amount. The same was then paid in cash and a receipt issued. There was an amount reflecting outstanding that had already been debited from our bank account. A copy of the passbook was taken by your executive who assured that your systems would be updated.
Kindly check and update your systems.
Regards,
An extremely unhappy customer who's being harassed and has to waste significant time for Vodafone's omissions. :-(((
Stephen
Mail 5 from Vodafone dated Jan. 4, 2011
Dear Mr. Lobo,
Thank you for your email dated, 03/01/11 regarding the Vodafone mobile number 98208#####.
Mr. Lobo further to our conversation on 01/01/11 we confirm the above mentioned Vodafone mobile number has an outstanding of Rs. 651.97 towards the Relationship number 1.14335098.
The last payment we have received is of Rs. 526 on 28/10/10.
We regret to inform you after the receipt of the above mentioned there is an outstanding of Rs. 651.97.
In case you need further assistance, please do call or email us. We’ll do our best to help you.
Happy to help,
Rupali Dhumal
Vodafone Care
Mail 6 to Vodafone dated Jan. 10, 2011
Dear Madam / Sirs,
I regret to inform you that in spite of the mails and telephonic conversation, you'll refuse to even check what is written. You'll continue to repeat what you're saying without once responding to the specific issues raised.
Let me try 1 last time.
The last payment received by you of Rs. 526 was 2 months after the number had been changed to pre-paid. And this was in your Vodafone Center. The reason for this was that the outstanding amount you are referring to of Rs. 651.97 includes a Rs. 100 late fee charge. However the original outstanding of Rs. 551 had been paid earlier on August 25, 2010 and the proof of this was given to the executive who handled the issue. He took a xerox, promised the system would be updated and hence concluded that the account is now closed. That was the basis on which the amount of Rs. 526 was paid on Oct. 28, 2010.
For your ready reference the scanned copies of the details have been attached.
Once again, my sincere request is to kindly read the contents of the mail, understand what the client is saying and not send a standardized reply saying that there is an outstanding because your system says so.
Rgds,
Stephen
Mail 7 from Vodafone dated Jan. 11, 2011
This was preceded by an extremely rude and arrogant call to Ivy, at a hospital where she was in the OPD. The executive even after being informed, wanted the cheque details of the payment immediately. Ivy told them (I hope equally rudely), that they had wasted 6 months. They could wait till she was free. Their next call was to inform that the issue was resolved.
Dear Mr. Lobo,
Thank you for your email dated 10/01/11, regarding your Vodafone mobile number 98208##### .
Further to our conversation with Mrs. Lobo on 98204#####, we confirm we have clarified your query regarding the payment of Rs. 651/- made via cheque number 000113 on 25/08/10.
The same has been updated on Mrs. Lobo’s number 98208##### on 11/01/11.
In case you need further assistance, please do call or email us. We‘ll be happy to help you.
Happy to help,
Arwa Bohra
Vodafone Care
Mail 8 to Vodafone dated Jan 13, 2011
Dear Sirs,
I am distressed to note that after 5 months, a zillion harassment calls and several e-mails later, "Vodafone does not have the basic courtesy of admitting an error and apologizing for it." Instead it claims to have "clarified your query".
No Sir, you have just clarified your own multiple errors and are not even gracious about it. How come when we make an error we pay for it, in terms of delayed payment fees, connections disabled, harassment calls, ... How come the same set of rules do not apply to you all ?!
At the very least I expect that you escalate this to your seniors and have them look into the matter and issue an apology.
Regards,
Stephen
p.s.: In case any of the above is not possible, please feel free to close this case. I however reserve the right and will take it up in the appropriate forums.
Mail 9 from Vodafone dated Jan 15, 2011
Dear Mr. Lobo,
Thank you for your email dated 13/01/11, regarding your Vodafone mobile number 98208##### .
Further to our conversation with Mrs. Lobo on 98204#####, we confirm we have clarified your query regarding the payment of Rs. 651/- made via cheque number 000113.
We thank you for your feedback , and wish to inform you that we have noted the same.
We regret for the inconvenience caused to you.
In case you need further assistance, please do call or email us. We‘ll be happy to help you.
Happy to help,
Preeti Vegad
Vodafone Care
----------------------------------------------------
Its rather ironic that every mail has 2 lines in common.
"In case you need further assistance, please do call or email us. We‘ll be happy to help you."
and
"Happy to help,"
And these are the exact 2 things that Vodafone Care does nothing about. A good start would be by reading the mails before sending "cut paste" replies.
Interestingly the number in question was a prepaid number converted to postpaid in August 2010. And this was done at a Vodafone Customer Center. The executive made a mistake and gave an incorrect outstanding. They then called up later and said that there was an outstanding. Since it was the first time, we went to the Vodafone Center and settled the same. The executive assured us that there were no further dues. And immediately thereafter, "The Collectors" came calling.
Finally fed up, I wrote to Customer Service. My experience seems to indicate that they have made a typo in their tag line "Happy to Help". They mean "Happy to Yelp" and just so that there is no misunderstanding they have their dog growl at you.
I had to write 4 e-mails and the biggest problem seemed to be that they did not bother to even read the mails. They kept sending standard e-mails. Till I finally managed to get through. And even then, they did not have the basic decency to apologize. Their line "We have clarified your query". Wait a minute. I didn't have a query, you did. And you didn't clarify, I did. And you made a mistake. Have the decency to say "Sorry". But I guess expecting telecom companies to apologize for mistakes is a little like expecting the government to admit a mistake.
The question is "Why am I still a Vodafone customer ?" Answer, Vodafone service sucks. Unfortunately so does that of the other service providers. And I guess that until the tremendous growth they're currently experiencing stops, they can continue with their obnoxious behavior and get away with it.
Hopefully soon we will have more competition and better services in telecom. Until then the Vodafone dog shall continue barking.
Am giving below a list of mail exchanges, which illustrate the absolute ridiculousness of the issue.
Mail 1 to Vodafone - dated Dec. 31, 2010
Dear Sirs,
I'm constantly getting calls from Vodafone. As an example I got a call today from number 99300#####, name - Kavita rudely informing me that a bill of Rs. 600 is outstanding on number "98208#####".
I've informed on at least 3 occasions previously that the number in question is a prepaid number and so the question of outstanding does not arise. In any case, even if there is any such amount then a letter needs to be sent.
I've not received a single letter but these nuisance calls continue.
Can you kindly ensure that
a. I do not get these calls
b. That you rectify your system information
c. If there are any issues including those of outstanding, please communicate in writing at my address or e-mail with you.
Regards,
Stephen
Mail 2 to Vodafone dated Dec. 31, 2010
(Sent to the Nodal Officer)
Dear Rashna,
I tried sending the below mail that is self explanatory thrice to the vodafone care e-mail
"vodafonecare.mum@vodafone.com" but it bounced with the message
Delivery has failed to these recipients or distribution lists:
vodafonecare.mum@vodafone.com
This message exceeds the maximum message size allowed.
Microsoft Exchange will not try to redeliver this message for you. Please make the message smaller -- by removing attachments, for example -- and try sending it again, or provide the following diagnostic text to your system administrator.
Sent by Microsoft Exchange Server 2007
This was strange considering the fact that this was a plain text message with no attachments of any kind whatsoever. Can you kindly forward or address my issue and confirm.
Thanks,
Stephen
Mail 3 from Vodafone dated Jan. 1, 2011
(Interestingly in-spite of asking them not to call, the first thing Vodafone Care did was to call)
Dear Mr. Lobo,
Thank you for your email dated, 31/12/10 regarding the Vodafone mobile number 98208#####.
Further to our conversation, we have forwarded your request for the Statement of account for the above mentioned Vodafone mobile number and you will receive the same within 3 working days.
In case you need further assistance, please do call or email us. We’ll do our best to help you.
Happy to help,
Rupali Dhumal
Vodafone Care
Mail 4 to Vodafone dated Jan. 3, 2011
Dear Madam / Sir,
The conversation I had did not ask for the statement as your reply seems to suggest. All I said was "Do not call. If you have something to say or clarify, please send me a letter or mail."
I had informed you
a. I had informed both in my mail and then in your call, since you don't seem to read the mails that "Please do not call me regarding "Outstanding Payments" for a prepaid number. If at all there are any issues, please send a written letter to the address in your records.
b. I had also informed that the account has been made prepaid in August / September and that the same had been cleared at a Vodafone Center, so please update your records.
c. We had visited your Vodafone Center at Saki Vihar Road, in October as we were getting calls saying there was an outstanding amount. We were informed that the Vodafone Executive who converted the account had made a mistake and had forgotten to collect the pending amount. The same was then paid in cash and a receipt issued. There was an amount reflecting outstanding that had already been debited from our bank account. A copy of the passbook was taken by your executive who assured that your systems would be updated.
Kindly check and update your systems.
Regards,
An extremely unhappy customer who's being harassed and has to waste significant time for Vodafone's omissions. :-(((
Stephen
Mail 5 from Vodafone dated Jan. 4, 2011
Dear Mr. Lobo,
Thank you for your email dated, 03/01/11 regarding the Vodafone mobile number 98208#####.
Mr. Lobo further to our conversation on 01/01/11 we confirm the above mentioned Vodafone mobile number has an outstanding of Rs. 651.97 towards the Relationship number 1.14335098.
The last payment we have received is of Rs. 526 on 28/10/10.
We regret to inform you after the receipt of the above mentioned there is an outstanding of Rs. 651.97.
In case you need further assistance, please do call or email us. We’ll do our best to help you.
Happy to help,
Rupali Dhumal
Vodafone Care
Mail 6 to Vodafone dated Jan. 10, 2011
Dear Madam / Sirs,
I regret to inform you that in spite of the mails and telephonic conversation, you'll refuse to even check what is written. You'll continue to repeat what you're saying without once responding to the specific issues raised.
Let me try 1 last time.
The last payment received by you of Rs. 526 was 2 months after the number had been changed to pre-paid. And this was in your Vodafone Center. The reason for this was that the outstanding amount you are referring to of Rs. 651.97 includes a Rs. 100 late fee charge. However the original outstanding of Rs. 551 had been paid earlier on August 25, 2010 and the proof of this was given to the executive who handled the issue. He took a xerox, promised the system would be updated and hence concluded that the account is now closed. That was the basis on which the amount of Rs. 526 was paid on Oct. 28, 2010.
For your ready reference the scanned copies of the details have been attached.
Once again, my sincere request is to kindly read the contents of the mail, understand what the client is saying and not send a standardized reply saying that there is an outstanding because your system says so.
Rgds,
Stephen
Mail 7 from Vodafone dated Jan. 11, 2011
This was preceded by an extremely rude and arrogant call to Ivy, at a hospital where she was in the OPD. The executive even after being informed, wanted the cheque details of the payment immediately. Ivy told them (I hope equally rudely), that they had wasted 6 months. They could wait till she was free. Their next call was to inform that the issue was resolved.
Dear Mr. Lobo,
Thank you for your email dated 10/01/11, regarding your Vodafone mobile number 98208##### .
Further to our conversation with Mrs. Lobo on 98204#####, we confirm we have clarified your query regarding the payment of Rs. 651/- made via cheque number 000113 on 25/08/10.
The same has been updated on Mrs. Lobo’s number 98208##### on 11/01/11.
In case you need further assistance, please do call or email us. We‘ll be happy to help you.
Happy to help,
Arwa Bohra
Vodafone Care
Mail 8 to Vodafone dated Jan 13, 2011
Dear Sirs,
I am distressed to note that after 5 months, a zillion harassment calls and several e-mails later, "Vodafone does not have the basic courtesy of admitting an error and apologizing for it." Instead it claims to have "clarified your query".
No Sir, you have just clarified your own multiple errors and are not even gracious about it. How come when we make an error we pay for it, in terms of delayed payment fees, connections disabled, harassment calls, ... How come the same set of rules do not apply to you all ?!
At the very least I expect that you escalate this to your seniors and have them look into the matter and issue an apology.
Regards,
Stephen
p.s.: In case any of the above is not possible, please feel free to close this case. I however reserve the right and will take it up in the appropriate forums.
Mail 9 from Vodafone dated Jan 15, 2011
Dear Mr. Lobo,
Thank you for your email dated 13/01/11, regarding your Vodafone mobile number 98208##### .
Further to our conversation with Mrs. Lobo on 98204#####, we confirm we have clarified your query regarding the payment of Rs. 651/- made via cheque number 000113.
We thank you for your feedback , and wish to inform you that we have noted the same.
We regret for the inconvenience caused to you.
In case you need further assistance, please do call or email us. We‘ll be happy to help you.
Happy to help,
Preeti Vegad
Vodafone Care
----------------------------------------------------
Its rather ironic that every mail has 2 lines in common.
"In case you need further assistance, please do call or email us. We‘ll be happy to help you."
and
"Happy to help,"
And these are the exact 2 things that Vodafone Care does nothing about. A good start would be by reading the mails before sending "cut paste" replies.
Hey Stephen
ReplyDeleteI cam across your blog looking for an Image for Vodafail. Like you many disgruntled Vodafone Customers are still frustrated and in support of each other we are joining this page on Facebook, suggesting a MASS EXODUS unless they take appropriate action.
https://www.facebook.com/pages/Vodafone-Customer-Cure/198659536859321
Do join in and share you problem / blog and hopefully we can together get the right attention. Your thoughts?