[Resolved]  Vodafone — no response from customer service even the customer service heads

Hi

This is to bring to your notice the poor support or response that i have got from VODAFONE .
i am really fedup and disappointed with the services provided by them and to my utter dissappointment even the CUSTOMER SERVICE HEAD AND COUNTRY HEAD ARE NOT responding to my quieries raised to thie level and there is absolutely NO RESPONSE .

I have decided now to approach your channel with hope that you will help me get my dispute sorted and will take action against VODAFONE for the MENTAL HARRASSMENT that I have gone through because of them .

To describe the entire incident I am quoting the two emails that I have sent to VODAFONE CUSTOMER SERVICE HEAD AND COUNTRY HEAD but I ws not given a resolutin till date

"Dear Mr.Sawhney,

This is reference to my few conversation with VODAFONE customer care, I would wish to bring to your notice that every time I have called up VODAPHONE its been a PATHETIC experience always and I always end up asking for a Supervisor by the need of the call but unfortunately I always have been debarred from talking to the supervisor saying that no supervisors are available in the evening.....

Now to bring to your notice the recent conversation with VODAFONE.

I lost my cell on[protected] at around

2.39 I had spoken with Mr. Deepak Kumar Gupta Reference number[protected]asking for the services to be disconnected but till late night around 12.45 there was no disconnect message displayed and I was told that there is no command for that sent till 12.45 am

Then I had spoken with

Mohd.Ali--3.30pm--ref#[protected]who asked to call after half an hour to check the disconnected services message played.

Roshanara---7.15--ref#[protected]who was really irritating while talking and was more interested in telling me what I should be doing then listening to what I want to say ...when I asked her if I can get the number switched over to Airtel she says that service is not available and that I need to check with Pre- paid services or else I can buy a new pre paid number. For sure I know that I can buy a new number if its really urgent but that's not the way to talk to a customer...and when I asked for a supervisor I was told that no supervisor is available at this point and can arrange for a call back in next 1-1/2 hrs which never happened ....

Yogesh--12.25---ref#[protected]was really not interested in listening to me.....This was the guy who actually told me that there was no command sent for the disconnection of services message to be played when I dial my cell number and that he id sending that command now...at the same time while I was quiet irritated with the calls that I have been through the entire day he was not at all sensitive and I could hear him laughing while I was talking to him and make him understand the urgency of getting the services disconnected ..it was only after my threat of going to consumer court and once I asked for your and Mr. Rahul khanna's email id that he told me that there was no such command placed and that he is taking the request now ..but again there was no answer to the fact that why was this not done SINCE afternoon when I called first ...and when I asked him to connect the call to the supervisor he told me that there is no supervisor in the evening on the floor ,on the contrary I was informed by another executive MR Ravinder that Mr. Saurabh Mittal who is a supervisor was there on the floor till 1 am ...also he hung up on me saying " as I am not getting any positive response from your side I have to hung up" The only request I had was to speak with supervisor to understand why there was no activity done on my account that was supposed to be .....This is really insensitive to the customer

Abhishek--12.30am---Ref#[protected]he put me on hold till eternity and never returned as I had asked for a supervisor {he was talking in Hindi so might be at the Hindi speaking helpdesk}

Ravinder--12.45--ref#[protected]he is the last guy I had spoken with ....he put me on hold without taking my permission in spite of my asking him not to put me on hold and check the information like your email id he still put me on hold and this happened twice on the call he was quiet adamant while talking and not a good listener at all

Apart form this I was told that I will get a call from the disconnection department as I don't want to continue with the services and for sure am not interested in paying the full month fee charge {my billing starts from 15 of every month}

on 18/12/2007 in the afternoon I got a call from some guy who was talking in very bad English couldn't speak even one sentence correct and told me that my dec15 statement outstanding is 1600approx and when I questioned him why do I have to pay for the full month as I have asked for the services to be disconnected on 16 he said I need to go to Hutch shop for the same and give an application and hung up on me.

This is not all

there are many more previous bad experiences, when I started my services with Vodafone I asked for the 399/-special plan to be activated on my number ,however at there own whims your executives got some wearied plan activated where I was billed for some approx 1.90pm per local call l...on receiving the statement when I disputed I was asked to go to Hutch shop where I was told that things have been rectified and the credit will reflect in my next statement ,however nothing was changed except the plan in the next statement and when I went to hutch shop again, to my surprise they had no record of the previous conversation which was really humiliating and I finally GAVEUP ..

for now for sure I am not going to pay any outstanding on my account as I feel that I have already paid a lot to Vodafone in the above instance which is not yet returned back to me and now I wish you to adjust it on that credit and not to bill me for any full month fee for the month starting dec15---

Also there was a standing instruction on my cell phone and two other cell phones for my brother {cell3 [protected]}and sister in law {cell#[protected]}on an American Express Credit card in the Name of Ms. MINI DIXIT and in spite of her asking to get the standing instructions cancelled and to switch it to a new card and a new SI form to be sent to her billing address there was no action done on the same and you kept on charging her previous card only for the hutch bill payment finally to stop the charges go through she had got her card blocked as stolen

But not this time I really need an answer for the delay that happened and need a compensation for the mental harassment that I have gone through because of your insensitive customer service representatives...

I need proper action to be taken against all these employees, as what all I have mentioned in this mail is still not enough to describe what all your reps do on calls.

and

"Dear Mr Sawhney,

This is in referance to the email i sent on 20/12/2007 with the subject line :-POOR CUSTOMER SERVICE
I must CONGRATULATE your reps for the GUTS that they have ..that even after escalating a case to your level there is still no proper feedback and NO RESOLUTION to my query ....I really am not able to understand either you are just another supervisor on the floor and i have been miscommunicated that you arethe country head and MR Rahul Khanna CSD head ..or your reps have the guts to take a case escalated to your level this lightly .....

I did recvd a few calls from someone..and then finally i got a call from MR. Saurabh Mittal ..where i was not able to talk to him ... i called him back he says right now i am not near my system so i will call u back in 15 min. ,which ofcourse didnt happend for next 48 hrs ,when i called him back the amswer that i get i "Soory Mam' I just forgot to call you back ...i still said fine i continued my converstaion.As i work in late afternoon shifts so that was the time when i was heading towards my office and when i reached my office while talking to him I asked him to call me back the next day between 11am-2.30pm but that next day has not happened till date.Ans while i was talking to him I asked him to send me THREE STANDING INSTURCTION FORMS as well so that I can get the bills paid thru the new credit card and I was confiremed YES .but I have recvd just one form in the mail today .

MR.Sawhney trust me there is serious step that needs to be taken to ensure that your customers are not moving to the competition and the attitude your REPS HOLD IS GET LOST I DONT CARE ..its comes accross the EXACT way...

It was not just Mr Saruabh in the meanwhile i called up the help line again and had a BAD experience again

I spoke with MR bhupinder referance #[protected] and asked for three standing instuction forms to be sent as well as to chekc if there was a previous request for the same ..as i go a call from vodafone for my bill not paid ..he did confirmed taht there was a request in oct and three was were sent thru courier which i havent recvd till date, when i asked him to confirm the delivery status for the same i was asked to call bak after 48 hrs to check on the same ..i dont understand why do i have to followuop for everything that YOUR PEOPLE GOOFUP ..he also confrimed this to me with the smae ref# that i will nbe recvng 3 SI forms which has not yet happened and i did asked him to call me back instead with the courier delivery details and i was yold that he cant followup on this is another department is involved ..

DO YOU ACTUALLY WANT ME TO KNOCK THE DOORS OF CONSUMER COURT i can do that dont take is lightly as i have all these mails with me with this deatiled message i am sending and I CAN SUE VODAFONE for MENTAL HARRASSEMENT and POOR CUSTOMER SERVICE FOR SURE .....

I want just two things to happen

1---3 STANDING INSTURCTION FORMS TO BE SENT
and

2----Settle my bill that was overcharged to me when i got the services activated

This probably is the last mail that i am sending .If i may ask for your intervention in the entire case and help a customer to get his simple query resolved ..."

And till date i have not recvd any revert from .

And today again I got an SMS from VODAFONE that they have again tried billing my crdt card which has got declined I am not able to understand what can make these people understand that they have to cancel the Standidng Insturction from Amex.

I really need your assistance in getting this sorted out .

PLEASE HELP ....

THANKS & REGADS
MINI GHOSE
CTC_---[protected]/[protected]

Email---dixit.[protected]@gmail.com