Vodafone’s Customer Service Failure

I have been a customer of Vodafone globally since I ever owned a cell phone so that’s almost 11 years now. Nine of these have been in NZ and two in India.

While a certain amount of bureaucracy, red tape and poor quality of service is expected with an organisation of Vodafone’s size, the level of service I have experienced in India is pathetic to a degree that it has now lowered my expectations of customer service overall. While it may seem as a rant, I am sharing this with you all in the spirit of what not-to-do when all of our startups scale to the size of Vodafone. 

Background: When my mom came down to India for my wedding I got her a postpaid number as she frequently visits India and getting a new prepaid number and getting it activated requires the same amount of effort as getting rid of an appendix. I was pleased to know that numbers can be put in Safe Custody so I have been trying to do this for my postpaid number since the start of March. Here is a list of my experience so far:

1. I sent an email on 14th March asking for the number to be put in safe custody. This email was acknowledged yet I never received any email saying that this request has not been actioned due to an outstanding amount.
2. Even though Vodafone promises to reply back in 2 working days, the next I hear from them is on 25th March saying that this request was not actioned because they could not get in touch. In my original email I had written I was out of town so obviously they couldn’t
3. I sent another email on 26th March complaining that I had received another bill of 821 without any explanation why – despite me not using the service at this time. 
4. I went to a Vodafone Gallery on 3rd April and fought for 2 hours and lodged a complaint with the Sion Branch Manager who was supposed to call me back with the result of the email he had sent to the superiors asking for reversal of Rs 821. Despite him promising that he will 100% definately call back I did not receive any call back with the status of this.
5. In the branch the manager REFUSED to give me his cell number so that I could directly follow up with him. However, when I called him after spending 5 hours tracking down his number he LIED to me and said he had given me my number and why did I not call sooner because the reversal has been refused. Are you laughing at the ridiculousness of this yet??
6. Mistake #1 on my part: I finally gave up and came back and paid the amount on 13th April and sent  the Branch Manager for the Sion office the email acknowledgement on 15th April that I have paid the amount. Again no reply. Just silence.  
7. I again went to the office on 15th April in the afternoon and the manager told me that the number will be put in custody not to worry he has been a little busy and that he would call me once it is done. Obviously he did not call but at this stage I wasn’t expecting much. 
8. Finally, I called him a week later at which point he said that yes the number has been put in safe custody (without even apologising for not getting back – but again I have really low expectations of service from Vodafone India so this did not bother me)

So, I happily thought that this problem was resolved for 15 happy days where I returned to my post-Vodafone bliss only for this:

(this is the Vodafone Zoo Zoo’s giggling at the thought of me thinking everything was resolved)

Yesterday: I have received another bill (attached) for Rs 469 because the Safe Custody apparently did not happen on time and now I am charged another bill cycle round. You should be laughing by this stage at why I keep following up with such hopeless people (my husband was and told me that I shouldnt have paid the first 800 either but since I believe in the innate goodness of people I ignored him)

Today morning: Sent another email to Vodafone and have received an acknowledgement. Though I have no expectations that this will get resolved. I tried calling their call centre and now, be prepared to laugh…the ‘manager’ advised me to call the Nodal officer and file an appeal to reverse Rs 400. He mentioned though that he was not authorised to give me the nodal officer’s details. Yet, it is freely available on the website for me should I wish to hunt it down. Really?? 

Lesson Learnt: Do not call Vodafone for anything. They do not believe in Customer Service but rather in Customer Bullying. Should we make their ad agency who comes up with this campaign below try to put their number in safe custody?

I am usually quite a positive person and hate reporting or talking about negativity but really thought I should share this to:

1. See if anyone else has had a similar experience. If so, what are we doing about this. They are not the government – surely we can do something to bring this horrible service to light

2. Interested to know your comments on whether I should pay the new Rs450 bill just to keep my mental peace or fight the customer service crusade.