[Resolved]  Vodafone — Problems with Internet and pathetic customer services

Address:

Mumbai City, Maharashtra

Hi I am writing all my troubles below in form of a mail which I sent to nodal and appellate authority of vodafone. My name is Prerna Jaisingh and my Vodafone contact number is [protected] I have recently ported to Vodafone from Tata Docomo and I highly regret my decision Within a first month I have faced all sort difficulties and troubles with this company. The list of my troubles is mentioned below. 1) The time I switched to Vodafone I activated BIS 399 plan for my blackberry torch 9810 handset after paying charges for the services I had to wait for 3 days to get it started I contacted 111 helpline and they were clueless that why my services are not getting started I complaint on 198 services they could not do anything, I wrote mails to vodafonecare.mum still there was no work done. So I had to go to the gallery and I registered my complaint there after that my services got started. But, to get it started was like the nightmare for me. I am attaching my mail which I sent to you guys for the same. 2) Now, within a month my number is affected with some weird technical difficulty of yours. As soon as I enter my house my internet stops working even though I am getting full network, incoming, outgoing is working but my internet doesn’t work. And if I am not in Andheri then my internet works just fine without any trouble. This problem is there from 4th December now I made a complaint with 198 they said the problem is with the handset so I changed my handset still my net wouldn’t work in my house so then they said the problem is with the Sim card I should go to gallery and change it. I went to your gallery there they said the issue is not with the sim card there is a technical difficulty and it will take 48 hours to resolve, nothing happened in those 48 hours. I called 198 again to check what is happening and they have no idea about it. I thought if BIS plan is not working so I should try simple GPRS plan because that works on Vodafone live server and not on your BBM server but unfortunately my GPRS plan as well do not work in my home. I did a trial run with 5 Rs GPRS plan and to add insult to the injury the balance from my main account is getting deducted. Now, if I have a plan activated on my number why you guys are deducting my main balance? Frustrated with all this I spoke to one of your Nodal officers this morning the complaint number Is [protected] and he said that you are getting a lot of complaints from andheri west area reporting the same issue as mine and it will take 3 to 4 months to resolve. Now you guys are kidding me 3 to 4 months do you even know how much long it is? This is supposed to be my 2nd month with your company and I have 100s of issues already. I don’t know anything either you solve this issue quickly or let me port my number to some other service provider before 90 days irrespective of portability rules. 3) Now the biggest issue with your company is your pathetic customer service agents. They are not happy to help and I have marked mails twice regarding this to your company with my feedback against your agents but you guys don’t do anything. I am enclosing my 2nd mail as well which I sent to vodafonecare.mum and in which I stated my brief feedback against your agents and it is very disappointing that I have not got a single reply from your team regards to my mail which I sent on 6th December You bar the Vodafone number to get in touch with your Vodafone customer care agents if you get a call thrice from the same number in the same day. Do you think it is the right thing you are doing? The customer is as it is having troubles with you and you block them to get in touch with you leaving them more frustrated, where will a customer go except the customer care? None of the other service provider does such bad thing with their customers on the opposite side they go out of their limits to sort the issue unlike you. I don’t know how your system works there because certainly you are not organized, your customers are suffering, they have so many troubles and you people don’t make efforts to sort out the things. I feel I am stuck now with these services which I am getting through Vodafone, you guys won’t fix it and I cannot port my number because it’s not 90 days. I feel helpless and it is your company to blame on. Encl: 1) My mail I sent to you to start my BIS 399 plan and the conversation after that with your agent in which there is no words in regards to your bad customer service agents 2) Mail I sent on 6th December with my feedback and complaint number against your agents and my network issues. Mail 1) Dated 12/11/2013 To whomsoever it may concern, My name is Prerna Jaisingh and my Vodafone number is [protected] and my hand set is Blacberry torch2 9810. I have recently ported from Tata Docomo postpaid to Vodafone prepaid and I highly regret it My services with Vodafone started yesterday i.e. on 11.12.2013 and after the services got started I did Rs 399 BBM recharge at 11.17 PM and your call center agent informed that BBM services will start after 3 hours but nothing happened. After 3 hours when I called again your agents informed it will start after 5 hours and I should have minimum balance of 1 rupee so I did Rs 30 recharge and all of a sudden I discovered In spite of my BBM plan getting activated, my internet usage is getting deducted from my main balance and by the time I called and reported this my balance was gone, I spoke to one of your agents called Avinash who very confidently said he will refund the amount in 15 minutes and he will also start the BBM services. Here my mistake was I believed him After 15 minutes no amount was refunded and no services were started so I waited for 5 hours to get complete and after 5 hours an agent said it will start after 10.00 AM in the morning and I should do a small recharge of Rs 10 so that I have 1 rupee as my balance so I did it, your agent also said that if the service won’t get started then I will get a call at 11.00 AM to sort out the issue but neither your services started nor your agent called. By the morning the recharge which I did for Rs 10 even that was gone and when I tried calling in the I couldn’t get through to your contact centre instead your IVR kept me transferring from one option to other, then I called Vodafone care from my sister’s Vodafone number and it got connected in one go. Now this clearly states that your call center agents blocked my number. My question is why the hell they have the authority to block customers to get connected to them. First of all I have paid for the service which I am not getting; secondly your agents are good for nothing they are not at all happy to help, as it is the customer is irritated and they are blocking the way of solving the issue which is even more irritating. Now when I called with my sister’s number I decided I won’t speak to your junior level employee so I started asking for senior agent or TL or manager and I didn’t know asking for a authority is such a big crime that your agents twice kept me on long holds and thrice transferred my call to some random IVR which gave information about your Rs 111 recharge where I have to press 1 from more information and 2 to end the call. Somehow I got hold to one of your Team leader called Kailash who took my complaint (complaint no [protected])and promised within 4 hours my BBM will start and refund of Rs 40 will be done within 30 minutes. I got my refund as per his promise for which I am thankful to him but still the services did not start so again I tried calling your center with my sister’s number after 4 hours of time frame and to my shock this time mine and my sister’s number both were blocked. This is heights of irritating someone, the heights of giving pathetic service on the very first day. After this my sister from her second Vodafone number got hold to one of your agents called Prerna Khaire who unblocked both previous Vodafone numbers and said it will take more 24 hours for BBM to get active Since your call center agents are good for nothing so I visited your gallery at 4 bungalows, Andheri west there I met your customer service executive Pranit who said there is some technical difficulty with my number([protected]), IMEI no (355881.04.411165.0) and BBM pin (281D6981) he said it is not getting registered on your BBM server. I asked why this problem is there which he couldn’t answer he kept saying sometimes it happens, there is some error and there is some technical difficulty. I asked him how much time will it take to start the service he did not had any answer or should I say he said 24 hours but he said he cannot guarantee anything. You got to be kidding me, you are running such a big setup in India and you cannot provide a time frame for providing resolution and if you give a time frame you cannot stick to it, you simply cannot maintain your promise. After finding how dissatisfied I am he reluctantly said minimum it will take 24 hours and maximum it will take 72 hours. In this high tech world your company is so helpless that it cannot start a service immediately now because of your freaking error I have to stay without internet service for maximum 72 hours which is very frustrating. I cannot start data on my cell because if I do it starts deducting balance from my main account. Now all I can do is sit and hope that within this time frame my services should get started. After talking to pranit I spoke your another customer service agent from gallery called salman to whom I informed all the trouble I had with your call center agents regards to this issue he has registered my complaint and the complaint number is[protected]. I would like to bring under your notice that your first impression was your worst impression to me and I will not recommend your services to any of my friends and relatives at least they won’t have to suffer like me. I have wasted hell lot of time in this first with your call center agents then in your gallery, last but not least while writing this mail Now all I wish for you please take some action against your call center agents who don’t take their work seriously and make your customers believe that selecting your company as a service provider was their worst decision ever. As well do something about my BBM service so that I can use it as soon as possible more delay in getting the service more chances of me going back to Tata and I hope that you believe in retaining your customers and value them. If you cannot start my BBM services within 72 hours kindly refund me Rs 400 which I have paid for it because I don’t wish to go through that hassle again I will simply find my way either by switching back to Tata or to some other service provider. Prerna Jaisingh @@@@ Reply from vodafone - Dear Ms. Jaisingh, Thank you for your email dated 12/11/13, regarding Blackberry plan 399 and balance deduction for your Vodafone mobile number [protected]. Further to our conversation today, we wish to inform you that Blackberry plan 399 has been successfully activated on your prepaid account. We also inform you that amount of Rs. 40 was credited in your prepaid account on 12/11/13 towards balance deduction for data usage. We thank you for your candid feedback regarding your experience with Vodafone and we have taken up the matter with the concerned department to avoid occurrence of such incidents in the future. Additionally, please send below mentioned SMS command to register your email id: • EMAIL<space>email id to 111 (toll free) Mr. Jaisingh, given below is the Service Request reference number for your enquiry; in case you need to check for more details on the same, you can share this number along with your cell number with us. Service Request Number :[protected],[protected] Also, the interaction reference number is mentioned in the subject of the email; in case you wish to write to us for the same query again, please do mention this number in your email subject line. This will help us trace your previous communications. In case you need any further assistance, please do call or email us. We’ll do our best to help you. Happy to help, Vinodkumar Shinde Vodafone Care Contact numbers For Enquiries : 111 or +91-[protected] For Complaints / Requests : 198 (toll free) E-mail : vodafonecare.[protected]@vodafone.com Website : www.vodafone.in @@@@ My mail - Vinodkumar Shinde, Vodafone number - [protected], Name - Prerna Jaisingh Thanks for informing about the resolution I would like to bring under your notice that my balance is still getting deducted from my main account after every hour I get a pop up informing me my internet usage and the deduction amount. I have Rs 399 BBM plan on my number so why are you guys deducting my balance? When I am trying and calling your 198 service to complaint I cannot go through and still I am going from one IVR to other through your 111 customer service that means my number is still not unblocked I don't know what problem your company have with my number because if I sort one problem there is another and every time I have to seek help through e-mail Now my request is ask one of your agents to get in touch with me and the one who can do a good job. Please don't call me every hour to ask for the same thing. I am saying this because of my last complaint mail 6 of your agents called and informed me the same thing that the problem is resolved took my brief feedback on your call center agents and took no action against them, if they would have taken any action they would have kept me in loop. I don't want to see that balance deduction pop up again on my cell for internet usage please look after and sort out this issue Regards, Prerna @@@ Reply from vodafone - Dear Prerna, Thank you for your email dated 15/11/13, regarding Blackberry plan 399 and balance deduction for your Vodafone mobile number [protected]. We wish to inform you that the current plan that you are on i.e. Blackberry 399 plan gives you free access to Blackberry data for 30 days however this free usage does not include usage of certain applications like YouTube, video/ music streaming, tickers on HTML sites, handset applications and MMS which uses Vodafone live or Vodafone mobile connect as access point and will be charged @ 02p/10KB. These charges are applicable over and above your data plan. The Vodafone live or Vodafone mobile connect are core services and you will be unable to deactivate the services by sending sms. Do make sure that APN in your handset under Options>>Advance Options >> TCP/IP >> is enabled and the APN is updated as Blackberry.net. Besides this when browsing the internet always see that you browse via internet browser option. If the handset has applications which auto refresh /update by connecting through the WAP gateway (Wireless Application Protocol) i.e. Vodafone live, you will be charged accordingly. The settings for these applications are pre defined on the handset by the manufacturer. Please note that any video streaming application or real time application like weather/stock/ news updates on your handset may also use Vodafone live to connect. We request you to kindly have the data services switched OFF from the handset to disable GPRS from the settings-Manage Connections-Mobile network options- Data services- ON/OFF. We also wish to inform you that IVR service are active and fullyfunctional. We have reset the IVR services. Kindly call on 111 or 198 regarding your concern. Dear Prerna, given below are the Service Request reference numbers for your complaint; in case you need to check for more details on the same, you can share these numbers along with your cell number with us. Service Request Number :[protected], [protected] Also, the interaction reference number is mentioned in the subject of the email; in case you wish to write to us for the same query again, please do mention this number in your email subject line. This will help us trace your previous communications. In case you need any further assistance, please do call or email us. We’ll do our best to help you. Happy to help, Vinodkumar Shinde Vodafone Care Contact numbers For Enquiries : 111 or +91-[protected] For Complaints / Requests : 198 (toll free) E-mail : vodafonecare.[protected]@vodafone.com Website : www.vodafone.in @@@@@ My mail and since then no reply from your team Vinodkumar Shinde, I have not accessed any sort of video websites like youtube I do not have any weather forecasting or news broadcasting applications in my cell phone If I switch OFF data services from the handset to disable GPRS from the settings-Manage Connections-Mobile network options- Data services- ON/OFF then I cannot access internet so what is the point of your Rs 399 BB plan? The APN settings on my handset are enabled and the APN is updated as Blackberry.net. I don’t understand what is Vodafone live or Vodafone mobile connect all I understand is I have all the settings in my phone according to your company and I am not using my net to watch any videos. The cell phone is lying idle and suddenly there is a pop up of balance deduction. So please let me know what is happening and why my balance is getting deducted. I don’t wish to pay extra for the services I have already paid. @@@@@@@@@ Mail 2) Dated 06/12/2013 and no reply from your end. My name Prerna Jaisingh contact number [protected] From Past 3 days I have trouble with my internet connections, my plan is Rs 399 BBM. If I go out my internet works fine but as soon as I come home it stops working and my EDGE goes to GSM. I don’t understand why I am paying 399 for the services which don’t work for 12 hours in a day and your voice agents are as usual not happy to help. They want to know the issue but they never give resolution neither they transfer the call to your blackberry technical team nor they transfer the call to their managers. This isn't the first time I have had troubles with this internet pack earlier you guys had troubles starting the connection through your server and for that too I had to go through a lot of pain to get it started. I have no clue what the hell is happening with my Vodafone number or my internet why it is not working in my home. I have tried changing phones still my net doesn't work in any of them but my sister’s net works perfectly fine, she is also a Vodafone user. I don’t understand inspite of giving feedback so many times about your agents that they are good for nothing still your company does not do anything against them, you guys simply don’t take any actions, do you? Because if you would have taken some actions then your agents would have given a mannerly quality services. I am sure there must be so many other customers who must be facing these problems because of your agents, they are rude, they hung up on customers, they don’t give resolutions, they don’t help, they are simply useless, they put the call on hold and never return which makes it even more irritating and frustrating. I have a suggestion Why don't you try and call 198 pretending as a customer and mark my words you will see the true colors of your agents. Please do something in regards to your customer care agents they are totally ruining your company’s image. I want a call back in regards to this issue from someone senior I won't call back to 198 or to 124 because I don't get any from help there, don’t want a call back from an employee who cannot help me and keep hanging up on me. Again I am repeating I want a call back from somebody with the capability of giving the resolution on 1st call. @@@