Vodafone: are they the worst at replying to emails?

Blue_Parrot

My pattern of useage of my mobile has changed significantly and therefore I am now paying too much on the monthly tariff. I don't travel overseas anywhere as much as I used to.

A few weeks ago I logged on to their website and sent a polite email asking them to review my tariff - they have all the bills and can see that I hardly use my phone any more.

One week later, no response other than a computer-generated reply saying that I have a "ticket".

I logged back in again and bumped the ticket/enquiry. No reply other than a computer-generated saying that I had bumped the ticket.

Another week goes by. (I have a life and other things to do)

Meanwhile, they're taking the money by direct debit for a now well out of date tariff on a phone which is hardly ever switched on, let alone used as it was.

(I cannot cancel the whole deal, because the other phone on the same contract IS in daily use, extensively. Anyway, I might have to use the near-redundant mobile if I go travelling again.)

HALLO VODAFONE! Why offer email facilities to BUSINESS CUSTOMERS on your own WEBSITE if you can't or won't bother to REPLY to them?

:question:

Vodafone

Hi Blue Parrot,

I am sorry to hear that you haven't yet had a reply to your email.

So that I can find it, do you have the email reference number that came on the auto response? That way, I can take a look into this for you.

Thanks,

Heidi
Web Relations Team
Vodafone UK

Blue_Parrot

Query number 136471

Blue_Parrot

16th February I left a simple query on Vodafone's website and today it's the 25th. Still no reply other than computer-generated emails and that response from Heidi up there, saying she'd look into it. (...and help solve issues...)

Am I impressed? Despite being a business customer for over a decade? Have a guess.

PurpleGoldFish

I sent an email to credit.liaison@gb.vodafone.co.uk on the 11th and still haven't heard back, not even an acknowledgement email...

Blue_Parrot

Blue_Parrot wrote: »

16th February I left a simple query on Vodafone's website and today it's the 25th. Still no reply other than computer-generated emails and that response from Heidi up there, saying she'd look into it. (...and help solve issues...)

Am I impressed? Despite being a business customer for over a decade? Have a guess.

I'm going to keep banging away at this, because I cannot think of a SINGLE REASON why Vodafone have not replied - either here HALLO HEIDI - or on their own website.

So come on Vodafone, what's the problem? You don't realise that I'm still waiting for reply to messages posted on your own website over a week ago? WHY NOT? Why provide that facility and then not check it? I thought you were in the communications business. :rotfl:

A Very Irritated Business Customer of OVER A DECADE. :mad:

Vodafone

Hi Blue Parrot,

Thanks for coming back to us.

Although we've unable to trace your details from the reference you've quoted could you email us again via the Contact us form here quoting the code WRT135 - MSE in the subject line?

Please be assured that as soon as we receive it we'll get back to you as soon as we can.

PurpleGoldFish wrote: »

I sent an email to [EMAIL="credit.liaison@gb.vodafone.co.uk"]credit.liaison@gb.vodafone.co.uk[/EMAIL] on the 11th and still haven't heard back, not even an acknowledgement email...

Hi PurpleGoldFish,

Thanks for making us aware of this.

In the event that you're still awaiting a reply to your email could you also email us as per the details posted above and we'll get this followed up for you?

Kind regards to you both.

Lee

Web Relations Team

Vodafone UK

Blue_Parrot

Vodafone_company_representative wrote: »

Hi Blue Parrot,

Thanks for coming back to us.

Although we've unable to trace your details from the reference you've quoted could you email us again via the Contact us form here quoting the code WRT135 - MSE in the subject line?

Please be assured that as soon as we receive it we'll get back to you as soon as we can.

Kind regards to you

Lee

Web Relations Team

Vodafone UK

You couldn't make this up!

I leave Vodafone a message on Vodafone's website,
Vodafone send me an email containing a reference number,
I quote Vodafone's reference number to Vodafone here,

Then they say they can't identify their own reference number and invite me to repeat my message (for the third time) despite their having acknowledged receipt of it twice,

THEN, today, I get a marketing email from Vodafone containing these priceless lines of text:

"Being available and responsive to customers is essential to building great customer relationships........
......At Vodafone, we have ways to help your business work even more efficiently and productively........"

:rotfl:

Blue_Parrot

Dear Lee
At 15.07 hours today, Tuesday 28 February, I have sent Vodafone yet another email containing the text of the original which you already have, using the link which you supplied.

I await Vodafone's response before the end of close today.

Thank You.

Blue_Parrot

Nearly 4 hours later.

To Vodafone:

Dear Sirs,

You have had 12 days to reply to a simple enquiry from a business customer of over 10 years, using your own website.

That you have not bothered to reply to me indicates that you either cannot be bothered, or are completely inefficient. Either way, the complete lack of response is shocking, to put it mildly.

If any of my own customers were angry enough to post the details on a public website I would be appalled and would take instant action. You, however, just do not care. What is the loss of one customer when you have so many - except that this is all on the internet where everyone can read it. Good publicity for you?

I am therefore investigating other mobile phone providers and will cancel our 10+ years' relationship when I have sourced another provider. The second time you will hear of this, is when I cancel the direct debit.

Blue Parrot - and you know perfectly well who I am from the aforementioned contacts.

grumbler

Blue_Parrot wrote: »

...The second time you will hear of this, is when I cancel the direct debit...

It may be different for business customers, but for private ones trying to make their point by cancelling the DD is always a very bad idea.