[Resolved]  Vodafone / Prepaid Service — Vodafone - Insensitive towards their customers

Address:

Hyderabad, Andhra Pradesh

From 19th Aug'2010 all my service (outgoing/incomming calls) were suspended on my prepaid vodafone connection. I had been using their prepaid service for over 5 years now & without any prior notification (either SMSs nor VMS) my connection was suspended. On calling up the Vodafone customer care they informed me that there was documentation issues & I will have to visit my nearest Vodafone store.

From there the entire issues started. I visited 3 major vodafone store & each one had a different story.

@ Mossarambagh -Vodafone store :- I had carried my identfifcation proof & was prepared to complete all required formalities to get my services restored by the guy (Vodafone customer care) was just blabbering something putting all his efforts to claim that I will not be activated till next 5 days. And the justification he had was that its a TRAI decision to Suspend those connection where they didn't have fullproof documentation. On looking deeply into this issue one would realize that the decision to bar the prepaid customer fake arised becuase Vodafone retailers had provided fake & done multiple activation on one geninue ID proof. So whoz to be blamed in this case? Its Vodafone who had a loop hole in their process which was well exploited by their retail partners. So check if I could expediet the restoration process planned to go to Panjagutta- Vodafone Store.

@ Panjagutta on 20' Aug- The customer representative said that I had to submit my CAF once again along with ID proof & post this the service would be restored in a days time. Latter in the evening the same vodafone guy SMSed me (on my Tata number) mentioning that I would have to purchase (Rs 100/- ) a replacement SIM as my re-activation was churned.To get further clarity I had tried reaching him but there was no response. So I decided to stop at Mehdipatnam Vodafone store on my way to home.

@Mehdipatnam on 20'Aug- The cashier amicably explained me the process that I need to handover my old SIM & get a new SIM which would be at FOC( free at cost) .However suggested that I do this at Panjagutta - Vodafone store since my CAF & other documentation work was already submitted & this should lead to lesser TAT( Turn Around Time). Also he shared his contact number asking me to call if there was any hassels in getting my replacement SIM. So next day I was at Panjagutta - Vodafone store.


@Panjagutta on 21st Aug - Firstly they said the replacement SIM would come at a cost & will not be offered at FOC.When I claimed that I am eligible for an FOC SIM as per the information given by one of their associates ( Cashier - Mehdipatnam) then they changed the stand that there was need to hand over my old SIM as they would activate me on it. This frustated me & then I took the store incharge to task that I have been getting different version on the restoration process from different Vodafone store. Finally they cross checked on the complete process & then completed the required formalities.

My serices are yet to be restored .......the concerning thing is why an innocent consumer for no fault of his had to undergo this? Why was he not informed before suspending his/her services? Why did the Vodafone Store Team didn't have complete understanding of the issues & the restoration process? Why the TAT time for restoration is as high as 5 days? Is TRAI going to penalize the Telecom Service providers for the damage & agony they have passed on to their customers?