Vodafone India — unethical behavior and misleading information by vodafone store hadapsar staff employees

Address:

411028

I visited Vodafone Store Hadapsar Branch on 17/1/2018 at around 2.30 pm to transfer my Vodafone's Postpaid service to Prepaid. Following are incidences happened to me/ other customers and my observations about staff:

1.Highly Unethical behavior: I had not attested xerox copy of my Aadhar card. I was paying outstanding bill and completing other formalities. When I recollected that I had not attested the aadhar copy, before leaving the store, I asked him to bring the submitted form. By that time, Vodafone store employee forged my signature without even letting me know anything and transferred the form into bunch of forms to be processed! When I raised the concern about it, first they tried to overwrite their signature on duplicate signature which they have made. Then I again complained. Manager tried to convince me that forged signature does not resemble to my original one and tried to protect her executive. But I had already seen forged signature before overwrite attempt, so they got caught.

2. Misleading information: When I made an inquiry about First time recharge amount when one wants to transfer service from Postpaid to Prepaid, they said it is 445/490/554 Rs only. There are no other plans with less amount available. However, upon reaching to Manager and discussing, they allowed me to buy 177 rs plan and told they need approval from authorities for the same. The executive also requested me to keep mum as rest all customers were informed that they have to buy 554 Rs plan if they want to switch!

3. Rude and arrogant behavior towards customer: Sarcastic Comments by Manager to various customers -
a. "Why do you even transfer service to Postpaid if you know you will transfer back to Prepaid"
b. " We are working here and not for timepass. Go away.
c. When I asked if there is any feedback form available, manager straightaway said that there is no feedback system available in store and asked me to visit the website for feedback related things
d. "If Customer care representative has told you that, go to them and get it done!
We, as customer treat Vodafone as one entity and not separate groups of store, customer care etc. So please resolve your issues internally!

4. There are no display boards visible anywhere with necessary information such as lunch timing, store timing, process to be followed (For example- Take coupon, then go to respective counter, then go to specific counter for bill payment etc.)

5. Highly inconvenient and time consuming processes. Some types of bills are paid only by card, some only by cash and for some, one has to come out and pay in self service machine and again come back to stand in long queue. I had to spend 2.5 hours (2.30 pm to 5pm) just to finish 1 process of submitting form and paying bill.

6. Customer is not at all treated respectfully and has to spend minimum 2-3 hours for simple tasks; that too in very crowded, chaotic and disrespectful environment.

7. Customer care executive commits something to a customer and Vodafone store executive denies it. They straightaway told that Customer care people of Vodafone don't know the processes; which I believe strongly now. I have a doubt whether people telling it themselves were versed with correct process or not!

You may improve the processes by-
1. Training the employees from various aspects such as ethical behavior, 5S, Soft skills, Training for polite and customer friendly communication skills
2. By having Correct information displayed on boards
3. Focusing on putting right efforts and having initiatives towards customer retention that too in ethical manner.
4. Streamlining the processes
5. By resolving issues and conflicting statements of Customer Care executives and Vodafone Store Executives.

I hope there will be timely and strict action taken especially on the issue o[censored]nethical behavior and misleading information. And I hope there will be improvement in operating the Store as as well.

Thanks,
Hopeful Customer of Vodafone (I am Vodafone Customer for 6.5-7 years now)