[Resolved]  Vodafone — NOT RECEIVED SIM CARD after 5 days

Address:

Mumbai City, Maharashtra

Hi,

Its almost 5 days now and i havent received my New SIM Card which i had applied for through the website https://shop.vodafone.in/shop/planPrepay.jsp?cid=mum .

I received a prompt phone call that day 4 hours after filling out the form and the lady said she would be sending the SIM card by 2 to 3 pm that same day ( 12th July , 2011 ). Thereafter i received another phone call and the person said that my number was a postpaid number and not pre-paid and on arguing with him for 30 minutes he finally closed the conversation by saying it was a pre-paid number.

Later few hours into me loosing my patience , i received a third phone call who said the guy who was to deliver the SIM card supposedly contacted me and i mentioned i was OUT OF TOWN , when i have been in town for the past 3 months !

Next day , i contacted VODAFONE'S really unethical & unprofessional Technical Team whom on explaining the whole story , gave me vague answers like "Your Number is not visible on File "? "Your number is a DEMO Number "? "You have to call 765 From your vodafone number ( which am trying to get for the past 5 days )" . Now my first question is how do i dial a 3 digit number when i don't have a Vodafone number on me ? And secondly he was told this by his manager he claimed ( Mr Abhishek ) who blindly denied any requests to talk to me . I wasted almost 3 hours over the phone speaking to various agents who were nothing but a waste of time and who kept putting me on hold for almost 2 hours put together.

Going forward , on July 14th i called again and was almost the same story where the agent kept telling me he cant track my SIM Card and asked me to dial Customer care from my Vodafone number. I was on hold for 45 minutes and later was disconnected on purpose. I called again and asked to speak with the manager and requested to escalate the issue to the seniors as it was getting too heated up with the agent who ( either wasn't trained well or was just being himself ) I was put on to Mr Sanjay Soni who claimed himself as the Supervisor at that shift , on explaining him the entire situation he assured me that he would lodge a complaint and take this matter in his own hands and guaranteed me my SIM card by 6pm 15th July and also update me often. He never even bothered to give me a docket number or a complaint number.

Thereafter on 15th July 2011 after close to 10 phone calls repeatedly to the Vodafone Customer Care i finally got to speak with a Floor Supervizor Mrs Soni who again guarenteed the delivery of SIM card on 16th July 2011 by 12 pm.


On 16th of July 2011 i spoke with another Floor Supervisor Ajit Acharya and he said he cant help me anything since my number that i had booked online is a DEMO number and hasn't been updated as yet ( after 6 days )

Here are my Docket numbers i opened with Vodafone with Dates , but still no response from their end and not even a phone call with updates. Also having sent the customer care around 6 emails showing my concern , not one email was responded.

Docket Number # 1: [protected] ( opened on 15th July , 2011 at 5 pm )
Docket Number # 2: [protected] ( opened at 1pm 16th july )

Here is where things went wrong:
1. I didnt receive a complaint number by mr Sanjay Soni who claimed he lodged a complaint.
2. I was wrongly guided by VODAFONE'S agents all the 15-20 times i have called and being on Hold for almost 45-60 minutes .
3. I was given wrong information about my number being a post-paid card and not pre-paid card.
4. I have sent 4 emails to vodafonecare.[protected]@vodafone.com who claimed to have received my emails but didnt bother looking into it
5. I was told my VODAFONE's Supervisor that they cant help me out and cannot escalate the issue to the higher ups even though i had not got my SIM card from the pat 5days.

Now heres what needed to be done:
1) i asked the manager to call the dept who looks after new SIM card and ask them to call me
2. I also provided the numbers from which i had received 3 phone calls on 12th july 2011 hours after i filled up the new pre-paid form
3. And finally once the team gets my information , they could send the guy for delivery.

I would like TRAI to personally look into this issue as its been 5 days and all i have got VODAFONE is long hours of HOLD MUSIC or wrong resolutions , or FALSE testimonies or not being to help . I am not happy with the way things are going forward with Vodafone and i need an answer as soon as possible. You can find the order ID and other details below.

This is my last hope of success or a solution , as me being a common consumer facing troubles from a service provider like VODAFONE can only rely on you now to take things further and try to either release my 555 Rs or give me my SIM Card. I would also like to go one extra level and make sure all the managers i spoke to are taken to task and made sure they dont do this henceforth.

Its very shameful to say that the agents and managers i spoke with didn't seem to realize the seriousness and over and above that seemed very casual with the whole situation. I am very frustrated with the service Vodafone has given me in these past 4 days and i need an answer and solution.

Hoping you could look into this matter and help me out with this situation .

Have attached a copy of the Statement with ICCI BAnk ( where vodafone has deducted the money 555 INR from my account ) and pasted the contents of the email i received from [protected]@vodafone.co.in on 12th July 2011.

Here are my contact numbers : [protected] , [protected]

********************************************************************************...⇄
Reply
[protected]@vodafone.co.in to me
show details Jul 12 (5 days ago)
Dear Vinay,
Thank you for buying your Vodafone Prepaid connection through the Vodafone Online shop. Your order details are mentioned below:

Order ID : o7627185
Payment Transaction ID: MCIT[protected]
Date & time of order : 12 Jul, 2011 08:28:10
Order Amount : Rs. 555.0/- Only

order details:


Prepaid Connection
Name: Per Second Plan
MSISDN: [protected]
Amount: 506.0


We will get in touch with you shortly at a time & date convenient to you.
Happy to help,
Vodafone Care
Email: vodafonecare.[protected]@vodafone.com;
WebSite: http://www.vodafone.in