Sorry, but Vodafone still sucks…
I have previously blogged about my frustrations with Vodafone.
Today’s expereince was surreal.
I wanted to find out where I had to go to speak to a business consultant - someone who knows about business rates and could sit down with me and set up mobiles for a new company.
The local Vodafone shop staff kept showing me ordinary consumer plans, but corporate plans are quite different and have some pretty good discounts and ways of setting things up. I needed a human being who knew what they were talking about.
Should be pretty simple really, call up the 0800 number and someone would be able to recommend the nearest shop that could help… well, not really, this is after all, Vodafone.
I got through to someone after going through all the prompts.
“Can you please hold while I find out”
No problem, he’s going online or referring to a directory… a few minutes later, 5 to be exact, I got told they would email or post me a form that I could fill out and send back and they would get someone to contact me.
I was in a bind because I needed to pick up by transferred phone number today otherwise I would lose it, apart from being the most arcahic way of finding out what should be pretty simple information, I didn’t have time.
I explained my situation and asked the guy couldn’t he just suggest somewhere local, but no he couldn’t, he could only send me a form. This struck me as odd, so I asked where he was exactly…. Egypt.
I was floored, Egypt!!!!!!!!!!!!
“Do you know where Auckland is?”
“Can you give me a number I can call to talk to someone in New Zealand who could tell me?”
“No the only number is the one you called”
“So I can’t talk to anyone in NZ??”
He suggested I try the technical help option on the menu because some of the tech help options were locally based. Four attempts – all roads lead to Egypt with Vodafone – I got to speak to someone locally secreted away deep in the technical support menu. They suggested Queen St as “they generally know what they are talking about”…
Once I got there and got an appointment with someone and sat down with them they were great.
Vodafone, get your shit together!
It shouldn’t require calling freaking Egypt to find out who I can talk to locally about giving you a whole lot of new business. Why on earth have you made this all so complicated and difficult for the consumer?
Do you think this is a clever or innovative business model?
Do you think I will find it cool or amusing to talk to someone in Egypt, when I require someone with local knowledge, and that by being shunted around fruitlessly around the globe I will feel part of your global network?
That I want to spend 30 minutes of my valuable time just to find out where to go to give you my business?
If it wasn’t for the fact that you are the only network offering Blackberry and iphone, I would have given up with the first call. And you might think those facts will ensure you can continue to jerk your customers around. Think again, part of the reason Telecom has lost so much money is because people hate them, and why to they hate them? Because for years they took everyone of their captive customers for granted. Now the chickens have come home to roost, as they will for you unless you wake up and change the way you service consumers!