VodafoneUKhelp

#VodafoneWoes Day8 – Finally Some Good News

I am beyond delighted to be able to update the whole #VodafoneWoes situation and say that my phone line was  finally reconnected this afternoon.

For those of you that have been following the whole debacle, or are stuck in the same cycle of pointless calls to Vodafone, you’ll understand just how awesome this really is. Anyone not read the story so far, take my word for it – it’s been a lengthy, mind numbing process and I am so glad it’s over.

I’m not sure what actually triggered the reconnection, several things have occurred in the last few days that could be responsible, but I will share my ‘journey to reconnection’ for anyone still stuck in the loop with the Vodafone Customer Service team.

At last....

                  At last….

Reaching the complete end of my tether after #Day6, I set out on a mission…..

  • Realising that no Vodafone execs are on Twitter and email addresses for them seem non-existent, I turned to LinkedIn where I found several including Jeroen Hoencamp (CEO at Vodafone UK), Jan Geldmacher (CEO at Vodafone Global Enterprise Ltd.), Petek Ergul (Head of Technology Demand, Planning and Quality, Vodafone UK) to name but a few. I sent invitations to ‘connect’ with all of them and when both Jan and Petek replied, I sent them copies of my #VodafoneWoes blog and asked for their help.
  • They both replied: Jan to say that he was passing it to the ‘directors helpline team’ and Petek to explain that she would reach out to the ‘customer operations team’ and also try to resolve the issue.
  • Meanwhile I emailed Watchdog, Rogue Traders and ITV’s Tonight show with full details of my complaint, also pointing out that there are hundreds of people complaining on social media about the terrible service from Vodafone – some still without a line after 6 weeks…. Once emailed I ensured that I told Twitter I had done so and tagged them, using the #Vodaphone then others also began to do the same, between us Twitter began to get kinda noisy where Voda was concerned and it was all negative publicity….
  • I took full advantage of Vodafone being in the news (launch of VodaTV and the CEO’s vote to stay in the EU) and tagged them with comments on shoddy customer service, again using the #Vodafone on Twitter.
  • I printed off a copy of my complaint and sent it to Vodafone HQ in London – recorded delivery of course 😉
  • I still called the Customer Service number several times a day but began to demand that full notes were added to my account each time so that when I inevitably called back again the call handler could see how long it had been dragging on for, as well as all the broken promises of reconnection and call backs. (I was promised a call back from over 20 different call handlers during the week and not one has ever got back to me.)

This morning I called first thing and was connected to the Egypt call centre where I was told to “Wait 24 hours and it should be on” for the umpteenth time.

I left it a couple of hours and called again, this time getting the Irish call centre and a very helpful call operator called Jade. She took the time to read all the notes and admitted herself that it was totally ridiculous, somewhat beyond belief in parts but that she would try her best to get the line operational. Speaking to her supervisor and explaining just how vexed I was by this point (browser open looking at trains to London to visit Voda HQ in person) she said that they would try their best to get it on by tonight.

As we were ending the call she noticed there was a note on my account – A man called Will in the directors office had left me a direct number, asking me to call him to discuss the issues I was facing at my earliest convenience.

Fearing it was too good to be true, I rang the number and couldn’t believe it when I was connected straight to a human being in the UK from the customer relations department 🙂

After a lengthy phone call where I explained just why I was so so fed up with Vodafone, pointing out all the many failings I’ve encountered this week, he promised to sort it out and get my phone on quick time. He confirmed what price package it was on, sim number etc and I began to believe that it may just happen this time – and it did, just 3 hours later.

So, while I am beyond delighted to be reconnected, I still have the dongle to sort out as well as a refund and hopefully some compensation for the worst week ever, courtesy of Vodafone.

I also think it is pretty sad that I’ve had to go to such great lengths to get something so simple done – what chance do those who aren’t so social media savvy have?

If you are struggling to get anywhere with Vodafone feel free to comment on this post and I will try and help where possible 🙂

UPDATE: Vodafone Woes #Day5

Saturday.

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

Seriously?

Seriously?

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 😉

Helloooo

Helloooo

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