Can I praise Vodafone?

Sunday_Morning

Let me start off my saying I'm a huge cynic of big firms and how I especially regard their attempts to "outsource" their customer support as one of the biggest cons of all.

I love to rage whan I get what I regard as bad service - but I feel that I should equally respond when I get good service!

In a pub during the Champions League final tonight, my phone went missing. I strongly suspect it was nicked but I can't be absolutely sure.

So when I got home I rang up Vodafone, with whom I have a monthly contract. I've had one with them for years and maybe, in the interests of competitive pricing, I should have changed. But to me what followed, in my misery, was priceless. A phone answered promptly, by someone I could easily understand, who knew what they were talking about and could clearly and concisely explain things.. I so rarely experience it these days that I was taken aback. So much so that I asked for his name to mention in an email I intended to send. After all, I complain so readily and bitterly about bad service, it makes me want to commend good service all the more.

Anyway...here's what I intended to send...

I just wanted to say that I rang up tonight because I lost my phone - I suspect it was pinched but I can't be sure.

Anyway I demanded the guy I spoke to gave me his name - it was *** ******* - because I usually complain long and hard about other helplines on services that I have spoken to and with good reason - but ringing up tonight despite my own bad news was an absolute pleasure,,, someone I could understand, someone who knew what they were talking about, and above all someone who was really helpful.

I shouldn't really have to draw attention to this because it's the way things should be anyway, but many congratulations to you as a firm for making it the what things actually are. It stands out in stark contrast to other experiences I have had in the disguise of customer support and I only wish other companies could provide support at a similar level.

This is what I tried to send through anyway. However it met with this.....

Unfortunately, your request cannot be processed.

We are unable to fulfill your request due to a temporary problem at our end. Please accept our apologies for any inconvenience this has caused. We hope to resolve this problem very soon, so please try again later.

Can you believe that!!!!??? You get obstructed by these big firms even when you are trying to praise them!!!! Seriously though I truly impressed by what I experienced. They may not be the cheapest around but I'm more inclined to stay with them whatever now because I put a value on what I regard as great customer service. I only hope the guy I spoke to gets the credit for how he has performed.

Hopefullyuseful1

Hello Sunday morning.

I just want to take the opportunity to thank you for the fantastic feedback that you've posted. Vodafone listens very carefully to it's customers good and often bad feedback.

In light of the issue you had emailing in, we would be more than happy to pass your feedback on for you to the appropriate staff member.
If you can click here and fill in as much information as possible, including the staff members name and the code FIT135 in the body of the message, we will forward the information to the individuals manager.


I hope we continue to surpass your expectations in the future.

Thanks.


Hopefullyuseful1
VodafoneUK

mobilejunkie

Like hell they do! If listening suffices they may do - but getting them to do something about it is impossible. I've had nothing but problems with them over the most simplest things on and off for over a year and won't be sending any more business their way.

Sunday_Morning

mobilejunkie wrote: »

Like hell they do! If listening suffices they may do - but getting them to do something about it is impossible. I've had nothing but problems with them over the most simplest things on and off for over a year and won't be sending any more business their way.

Sorry you've had that experience. Believe me, I know only too well what that's like, having suffered it through other companies, which is what made my experience stand out in such a good way!

The update of this story is this... my phone turned up in the pub the next day...I still have strong suspicions it was taken from me and then dumped when it was realised that I was going round looking for it. A couple of messages were picked up on it where I had tried ringing it and I could hear my own voice in the background getting louder and louder when I was in an area of the pub which was different to the one in was found in!

Anyway, as I was going on holiday that very day I was mighty relieved and I found the process of phoning to restore things as they were was an equally pain-free one.

So, now back from holiday, I remain a Vodaphone fan...I'm just gutted that I wasn't able to take up Hopefullyuseful1's offer as I can't for the life of me now remember the guy's name (except that it was Ian something).