[Resolved]  Vodafone — Vodafone unapologetic for the inconvenience caused to me

Address:

Maharashtra

Vijit
to paymentassist.., Vodafonecare, bcc: me

show details Jun 3 (1 day ago)

Forwarding the email as I mis-spelt the email address paymentassist.[protected]@vodafone.com

[protected] Forwarded message[protected]
From: Vijit <[protected]@gmail.com>
Date: Thu, Jun 3, 2010 at 3:31 AM
Subject: Fwd: Vodafone not at all happy to help
To: paymentassisst.[protected]@vodafone.com
- Hide quoted text -
Cc: Vodafonecare Mum <Vodafonecare.[protected]@vodafone.com>


Hi,

I received a letter today with the subject line "Payment Reminder letter". Ref: Vodafone Relationship No. 1.15377792, Cell No. [protected].

I was instructed to call Eleena Biswas or Chandrashekhar Birwadkar. I tried calling Eleena Biswas on [protected] and Chandrashekhar Birwadkar on [protected] and both are not answering the call. The landline number 25477706 provided in the letter is not in service.

This is to remind Vodafone that I never stated that I will not pay the bill. I am ready to pay the bill even now provided Vodafone sends me an apology letter (hard copy or email) for the inconvenience I faced at the Vodafone store and the delay I experienced in getting the gift as part of the Vodafone and Global direct scheme. Also, one of the gifts I received was of no use to me (Reebok jacket not of my size).

Please go through the email thread below and please do not waste your time and precious paper sending reminder for payment of bill. Instead send me just one apology letter and that very day I will pay the bill both for [protected] and [protected]. Else let us fight it out in a court case. Please send me a legal notice and I will present my case there.


Regards,

Vijitkumar
[protected]@gmail.com




[protected] Forwarded message[protected]
From: Vijit <[protected]@gmail.com>
Date: Tue, May 4, 2010 at 7:43 AM
Subject: Re: Vodafone not at all happy to help
To: Vodafonecare Mum <Vodafonecare.[protected]@vodafone.com>


Hi Sameer,

Thank you very much for your generosity in allowing me to use the number for another 2 days. However, as mentioned in my conversation with you I won't be paying the bill for any of the numbers that I have disconnected. Also, I had mentioned that it is fine with me if you disconnect the number right away.

I have nothing against you or Sharon and very well understand that you are working for a company and you may be following company guidelines when it comes to not apologizing in an email. However, the thing that I cannot understand here is how come any company have a policy like this. I had the [protected] right from the time when this company was known as "Orange". From Orange to Hutch and now Vodafone I was witness to the transformation. This number was the very first mobile no. I had. I started off with a prepaid connection and till recently had not changed my number or service provider. This speaks volumes about my loyalty as a customer. I have never defaulted on my bill since I converted to a postpaid customer in November, 2005.

I am not writing all this to get any response from you guys or bring about any change in policies of Vodafone. This is just an FYI. Please do not waste your time getting back to me as I have already moved on to a different service provider. You may focus your time and energy on helping other Vodafone customers.

Have a nice day!

Adios!

Regards,

Vijitkumar


On Tue, May 4, 2010 at 4:37 AM, Vodafonecare Mum <Vodafonecare.[protected]@vodafone.com> wrote:



cid:image001.[protected]@01C9B2CF.55387EB0



Dear Mr. Vijitkumar,

Thank you for your email dated 01/05/10, regarding disconnection of your Vodafone mobile number [protected].



Further to our conversation, we confirm that your Vodafone number will be disconnected on 06/05/10.



We would like to inform you that your next bill will be generated on 11/05/10, with a payment due date of 29/05/10.



In case you need further assistance, please do call or email us. We’ll be happy to help you.



Happy to help,



Sameer Khan

On behalf of corporate office

Vodafone Care
Contact numbers
Vodafone Care : 111 or +91-[protected]
Fax number : +[protected]
E-mail : vodafonecare.[protected]@vodafone.com
Web site : www.vodafone.in





cid:image002.[protected]@01C9B2CF.55387EB0



From: Vijit <[protected]@gmail.com>
To: Vodafonecare Mum (MUM-NE); Marten Pieters (COR); Vittorio Colao; Laxmi B (MUM-NE); Corporate Assist (MUM-NE)
Sent: Sat May 01 16:02:37 2010
Subject: Re: Vodafone not at all happy to help

Hi Sharon,

Please do not bother. I received a call today from Vodafone to confirm whether I wish to cancel the following numbers:

[protected]
[protected]

I have given my confirmation. When I requested Sameer who had called on behalf of Vodafone to cancel the number [protected], he said I will have to send an email for this. So here I am requesting that you cancel the following number in an email:



[protected]



You guys can insist on an email request for cancellation, however, I as customer can’t expect an apology in an email. In this entire episode, I have been verbally apologized to, a hundred times. However, an email apology that I requested for has yet to be seen.



If you go by my history of bill payment, I have never jumped the due date. However, this time I did and if anyone is responsible for it, it would be Vodafone. I have not paid my bill yet and will not be paying it. If at all you expect me to pay then as stated in my previous email, a written apology (not regret) for all the inconvenience I faced from Vodafone has to come my way.



I too work in the Customer service industry. The only difference is that I provide customer service to customers primarily in the US and few UK customers too. The reason for my insistence on a written apology is because of the fact that when we know for sure that the customer had faced any inconvenience because o[censored]s, the first thing we do is apologize (in an email). May be customers are better treated in those countries than in India.



Thank you very much and I apologize for any inconvenience I may have caused to you.



:-)



Have a nice day!



Regards,



Vijitkumar
[protected]@gmail.com
http://vijitspeaks.blogspot.com
http://CreateBetterIndia.blogspot.com





On Fri, Apr 30, 2010 at 11:06 PM, Vodafonecare Mum <Vodafonecare.[protected]@vodafone.com> wrote:













Dear Mr. Vijitkumar,

Thank you for your email dated 29/04/10, regarding your feedback for Vodafone mobile numbers [protected], [protected] and [protected].



We thank you for your candid feedback for Vodafone Customer Service and assure you that we have already forwarded your feedback to the appropriate team.



Mr. Vijitkumar, we would like to inform you that corrective action will be taken against the situation faced by you.



We sincerely regret the inconvenience caused and will ensure that necessary action is taken to prevent the same.



In case you need further assistance, please do call or email us. We’ll do our best to help you.



Happy to help,


Sharon D’silva

On behalf of Corporate Office

Vodafone Care
Contact numbers
Vodafone Care : 111 or +91-[protected]
Fax number : +[protected]
E-mail : vodafonecare.[protected]@vodafone.com
Website : www.vodafone.in



Note: Now, activation/deactivation of services can be done easily via an SMS command to 111(toll free) and the service would be activated/deactivated accordingly. We have attached herewith a list of SMS service commands for reference.



From: Vijit[SMTP:[protected]@GMAIL.COM]
Sent: Thursday, April 29, 2010 1:34:34 PM
To: Vodafonecare Mum (MUM-NE)
Cc: Sunny Pandirkar (MUM-NE); Corporate Assist (MUM-NE);
Marten Pieters (COR); Vittorio Colao
Subject: Vodafone not at all happy to help
Auto forwarded by a Rule


Hi Sharon,

I do agree with the bill amount for [protected]. I had only checked the latest bill and not the previous one. Sorry about that.

However, as mentioned in my email to you yesterday, I am not going to pay the bill for [protected] and the [protected] numbers until and unless I see an apology coming from Vodafone for the inconvenience I faced at the Vodafone store. Also, you owe me an apology for the delay in sending the gift associated with the number [protected].

I will be canceling the number [protected] but that does not mean I will not pay the bill. The only reason I am not paying the bill is because of the fact that you have not apologized yet on behalf of Vodafone.

You have only regretted the inconvenience caused to me but not apologized. It is really painful to see that I have to beg for an apology that I rightly deserve from Vodafone for all the hassles I faced only and only because of Vodafone.

Regards,

Vijitkumar

CC to: sunny.[protected]@vodafone.com; <Corporate.[protected]@vodafone.com

>,marten.[protected]@vodafone.com, <Vittorio.[protected]@vodafone.com>,



On Wed, Apr 28, 2010 at 5:47 AM, Vodafonecare Mum <Vodafonecare.[protected]@vodafone.com> wrote:











Dear Mr. Vijitkumar,

Thank you for your email dated 24/04/10, regarding Vodafone mobile numbers [protected], [protected] and [protected].


Further to our telephonic conversation, we have clarified your concern mentioned in the below email.

Mr. Vijitkumar, we wish to inform you that we have proccessed your request to courier the Reebok sunglasses towards Vodafone mobile number [protected] at your billing address. You will receive the same within 24 hours.


Your Vodafone mobile number [protected] reflects an amount due of Rs. 1,362.90 towards bill dated 11/04/10. We request you to make the payment immediately as the due date for the same is 29/04/10.



We confirm Vodafone mobile number [protected] has been disconnected with effect from 16/04/10, due to non payment of bills.



The above account reflects a total amount due of Rs. 734.38 towards bills dated 11/03/10 and 11/04/10. We request you to make the payment, so we can restore mobile services for you.



Mr. Vijitkumar, we thank you for your candid feedback for Vodafone Customer Service and assure you that we have taken up the matter with the concerned department to avoid occurrence of such incidents in the future.



Your feedback is valuable as it helps us enhance services for you and review our processes.



We sincerely regret the inconvenience caused to you.



In case you need further assistance, please do call or email us. We’ll do our best to help you.



Happy to help,


Sharon D’silva

On behalf of Corporate Office

Vodafone Care
Contact numbers
Vodafone Care : 111 or +91-[protected]
Fax number : +[protected]
E-mail : vodafonecare.[protected]@vodafone.com
Website : www.vodafone.in



Note: Now, activation/deactivation of services can be done easily via an SMS command to 111(toll free) and the service would be activated/deactivated accordingly. We have attached herewith a list of SMS service commands for reference.





From: Vijit <[protected]@gmail.com>
To: Vodafonecare Mum (MUM-NE)
Cc: Sunny Pandirkar (MUM-NE); Corporate Assist (MUM-NE); Marten Pieters (COR); Vittorio Colao
Sent: Sat Apr 24 16:32:43 2010
Subject: Vodafone not at all happy to help

Hi,

This is to highlight the insensitive manner in which Vodafone treats its customers.



Issue 1: Concerning bill payment for mobile no. [protected]



I went to pay my mobile phone bill at the Vodafone store in Ghodbunder road, Thane-India. I stood in the queue at the “Pay here” counter. I was 5th in the line. No where near the counter it was mentioned that only debit card payment was accepted there. It was only mentioned that for credit card payment the kiosk option should be used. So, I stood in the queue for making cash payment. When it was my turn, Vicky Srivastava, the person at the counter informed me that only debit card payment is accepted there. I informed him that no where it is mentioned that cash payment is not accepted at the counter. He simply replied stating that all customers who come to Vodafone store to pay the bill know that cash payment is not accepted at the counter. I was not aware of this. I saw “Pay here” mentioned at the counter and hence stood in the queue. This person didn’t even bother to apologize for the inconvenience caused to me or empathize with me. I immediately took a token number and decided to complain about the issue. I first spoke to a representative of Vodafone who directed me to the Vodafone store manager, Sunny Pandirkar. I explained the issue to him. Sunny initially said that it is mentioned that cash payment is not accepted at the counter. So, I personally took him to the payment counter and showed him that nothing was mentioned about cash payment at the counter. He did apologize for the inconvenience. However, I requested for a written apology or an apology by email. He said that he cannot do it. Hence, I decided against paying the bill. Now unless I get a written apology or an email apology for the inconvenience faced and the insensitive manner in which things were communicated to me; I am not going to pay the bill.





Issue 2: Concerning the inconvenience caused by Vodafone and Global direct scheme.



I opted for a scheme offered by Global Direct on behalf of Vodafone. I got the following two numbers:



[protected]

[protected]



The person (Kamalakant Behera-Global direct) who offered me the scheme had initially mentioned that after paying the bill for the above two numbers I will get the gift chosen by me from the available list at the Vodafone store. However, I received gift voucher instead, which I had to courier. The number [protected] got activated late because of the goo[censored]p by Global direct with regards to my address proof. They did not collect it first and then asked me to fax it. They messed up with the fax also and made me to take another Xerox copy. One representative came home and collected it. Due to this delay I only received gift voucher for the first number [protected]. In this case I had the option to select the gift. I selected Reebok jacket. It did get delivered to me but was not of my size and of no use to me. I cancelled number [protected] because of this.



For the second number [protected], I paid the first bill and received a gift voucher with a scratch card option. I scratched the card and it was a Reebok jacket again. I wanted sun glasses. I have complained about this to Vodafone before and I was assured that I will receive sun glasses. However, till date I have not received any gift. Due to this I decided against paying the bill for [protected]. Complaint number for your reference:[protected]



I wish to get written apology and written assurances for the above mentioned issues. Until then I will not be making any payment towards my outstanding bills.


--
Regards,

Vijit
[protected]@gmail.com
http://vijitspeaks.blogspot.com
http://CreateBetterIndia.blogspot.com