[Resolved] Vodafone India — issues not being addressed by customer service

0scorpion0

Website:

www.vodafone.in

On 22 October I contacted vodafonecare.[protected]@vodafone.com to get some clarification on roaming requirements and whether I could avail of email notifications. As I'm based in KSA, I requested to be contacted on my number here, rather than the Indian number. (Refer to the picture Email[protected]

I got a response explaining the TRAI requirements, but when I asked for further clarification, the case kept getting transferred from one support person to another. It spanned a total of 5 agents (Deonandan, Kanchan, Salman, Sayli & Shraddha) and each time, a new service request number would be generated --- even though I hadn't closed the previous ones since my issue wasn't addressed.

One agent (Kanchan) actually sent me the steps to set up roaming on my phone, which I hadn't even asked for..!

With nothing positive happening, on 1 November, I sent an email with my requirements in very clear English, which even a child would understand, and since then I have received no feedback from Customer Support, despite sending a reminder. (Refer to the picture Email[protected]

It has been 15 days since I made my request but there's been no oucome, and now the Customer Support has stopped responding to me.

There's little I can do from here in KSA, but then next time I'm down in Goa I plan to go to their branch office and make a complaint about this at their office.

+2 photos

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Nov 21, 2018

Complaint marked as Resolved

No further attempt to contact me was made by Vodafone --- despite my posting a complaint here this site regarding their response via Cusomer Support ([email protected]) However, once I contacted them via Twitter (@VodafoneIN) I received a call-back from the team, and got my queries answered.

Vodafone India customer support has been notified about the posted complaint.

Nov 12, 2018

Updated by 0scorpion0 To update this there's been no communication to be from Vodafone --- either by email or phone --- since the day I posted my complaint here.

I've written to them at vodafonecare.[protected]@vodafone.com several times after I stopped getting feedback. While this results in an auto acknowledgement e-mail like this one in the picture, saying that someone from their side will respond within 4 working hours, no one has ever responded.

If there's anything good to say about Vodafone, their auto acknowledgement system works properly...

Nov 14, 2018

Updated by 0scorpion0 On 12 November, I received an email from support --- in response to one of the many complaints I made on the site --- and once again I presented the list of queries previously sent. (Refer to the 1st picture in the 1st post)

Given that it was someone I hadn't interacted with before, I was hopeful that it would be resolved this time. But the very next day, I got a reply from one of the support personnel earlier involved, again providing general info and no clear response to my queries --- but this time bluntly stating that this was a final correspondence from them on the matter!!! (Refer to the 1st attached picture here, with the circled text)

In response, I sent them a reply with a single statement to confirm --- after which I assured them that I wouldn't pursue it. (Refer to the 2nd picture here) The statement was: -

'VODAFONE SUPPORT IS UNABLE TO CONFIRM OR CLARIFY THE POINTS YOU HAVE REQUESTED'

If they send a confirmation on this I'll stop sending support more requests, since they'll have made it very clear that they aren't able to provide any assistance.