I would love to be writing this update to say that Vodafone came through after all, and that my line was now operational…….sadly this is not the case.
Just when I thought things couldn’t get any more ridiculous in the whole #VodafoneWoes drama, the interaction – or rather lack of it from ‘Customer Disservice’ was taken to a whole new level this morning.
While I found writing my complaint down yesterday rather cathartic, I woke up this morning feeling really frustrated and anxious about the whole situation and that’s not good when you’re trying to deal with 3 cats, 2 dogs and a herd of children.
Being the eternal optimist I decided to call Vodafone yet again, in the hope that maybe this time I would get a call handler that could actually handle my call and deal with the ongoing problem where so many others had failed.
Call #1: I waited on hold to speak to a customer disservice operator for 35 minutes before my call was answered. He took my details and seemed to understand the problem. He asked why the number had been disconnected in the first place and as I started to answer him the line went dead.
Call #2: I opted for the ‘call back option’ and, after 20 minutes I got a call from customer disservice operator called Sinah. She was very apologetic about the whole thing and said she couldn’t understand why a simple reconnection was taking so long. She then assured me that she would solve the problem and had escalated it to her manager – between them they would get the line back up and running in the next 2-5 hours. She also said she would call me back after 3 hours, just to check if it had been done, and if not she would chase it up again to ensure it would be on by 4pm at the latest.
I thanked her for her help but explained that I had been promised a call back from several operators and not one has ever actually got back to me. I also expressed my distrust of her promises as I have heard it countless times before over the past 4 days. At this point she gave me her full name and promised that she would be the one to restore my faith in Vodafone.
I am still waiting for Sinah to call me back………
Call 3, 4, 5 and 6: Having waited until 4.30 and the line still being inactive I decided to call customer disservice yet again. I tried to get through using the 191 number only to have the call dropped each and every time. On the 7th attempt I tried using my daughters phone in case it was my number that was causing this and this time I got straight through. Make of that what you will.
Call 7: This time I spoke to a male phone operator, when I asked to speak with Sinah he had no idea who she was and said that she was ‘probably in a different building’. He went through the standard apology and after putting me on hold several times he explained that the previous call handler hadn’t completed all of the steps needed to
reconnect the line, but it was ok because he would do that now and it would be back on within 24 hours. At a loss for words by now I said ‘ok, speak to you again tomorrow when it doesn’t happen’ and he assured me profusely that it really would, and that he was even going to send me a confirmation text. Whoop whoop.
When the text arrived it states, as you can see, that the reconnection will take place within 24 DAYS. Unbelievable.
Meanwhile, over on Twitter, it appears that @VodafoneUKhelp want to anything but help and have taken to totally ignoring me. Despite following me on Tuesday and tweeting to ask that I ‘DM’ (direct message) them my issue, they have refused to interact with any of my numerous tweets tagging them as well as all of my ‘DM’s’…..
I have sent a hard copy of my complaint to Vodafone head office and will update my blog until this situation is resolved and adequate compensation has been received. Oh, and the dongle removed and refunded of course 😉
I feel your pain. I too have experienced the non-existent customer service provided by Vodafone (company motto: “We hate our customers. And it shows.”) I eventually cut my losses by sending them the SIM card back, along with a letter informing them that they were in breach of contract and I was closing my account with immediate effect, and cancelling my direct debit. After many months of harassment, bullying and threats from Vodafone I took my case to the Ombudsman, who (of course) found in my favour. Problem solved? Of course not, as Vodafone have simply ignored the Ombudsman’s ruling. I’m now in the process of escalating the case with the Ombudsman and contacting every media organisation I can to publicise my saga. I urge you to take your business elsewhere, complain to the Ombudsman and to Ofcom. This despicable and dysfunctional company needs to be brought to book. They are a disgrace.
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