I have had a very bad experience with Vodaphone Customer Care and am appalled at the quality of service provided through the call center.
I needed help because I spent Rs. 399 to activate the pre-paid BB internet service on my phone. However, after I did so e-mail and BBM was not working (though both of them were under my old Airtel plan) so I thought I should deactivate and get my money back. When I deactivated I did not get the balance back so called customer care for help.
Several things went wrong:
-I explained the my situation and rather than try to offer me solutions the operator spent 10 minutes explaining to me that I had activated and deactivated my account (as I had already said myself), and also that my credit was not returned (which I had also already said). When I finally got so frustrated I asked for the Supervisor I was put on hold and then transferred.
-The supervisor spent 90% of the call telling me it was my fault because after activation I should have called to get help making the services work rather than deactivate myself. I told him that that is fine, but there is no way that that is clear from the website, and I purchased a service that was not working so it is logical to try to give it back. He kept explaining to me that I did not take the normal approach to solving the problem. I explained to him that it was really bad service to waste time blaming the customer for action that was logical – particularly when the website did not make instructions clear. He said no matter what there is no way my credit could be returned.
-After about 20 minutes of him wasting my time I finally asked that, though I did not understand why he can’t seek permission to have my credit returned, I asked him if he could reactivate the service and help me make sure it was working without me being charged 399 again. He said he was putting in a complaint and that I should expect a response within 48 hours and if not I should call back. I asked him how I could refer to this call, and he said he could not sms or email me a reference number. I pushed it further and he said okay, let me file the complaint, and then you can write down the reference number for that.
-I called back Customer Care in 2 days to talk to Prabat and was told he was not in the office, again after choosing the English option and having two consecutive representatives speak to me 99% in Hindi despite the fact I was responding in English (I understand basic hindi but am not fluent in speaking yet). I said please make sure he calls me back tomorrow, will he be in the office? He said yes. I got no call. I called back again, again could not reach him.
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