First of all , I request you to go through the most recent mail ( 1 out of the many ) i sent to Vodafone , hoping that a resolution would be provided :- ( please keep in mind that the mail was addressed to the Chief Executive Officer as well as the DGM , nodal officer and another higher authority )
Dear Management and the pledged Team for customer excellence,
This is to bring to you kind notice that I, Shinu Mathew a registered postpaid user ( As Of 23/03/2015 ) registered with the number 8447778179 , would like to highlight a few clamors i have faced for the past few weeks while getting my number migrated from a pre paid service to a post paid service , Kindly read through :-
1st of all I’d like to know is that while getting a number migrated, does it take 16 days from the submission of the documents required for the activation of the subscribers identity module card provided with the welcome kit upon the surrendering of the documents.
2nd of all, I wish to know that why are the maximum number of executives aligned for customer support catachrestic , if they are unable to comprehend , is not ,according to your escalation matrix, the call be answered by a team governing team leader ( Mr. Mukim Mohammad ) ? who by the way threatened to disconnect my call since i used unprofessional language ? I am speechless as to how am i suppose to describe the way the conversation happened and if you have read through , you’d know I am one of those people who like to keep their calm i prefer it that way .
And if the team leader is an another benighted fellow , isn’t he suppose to escalate it to the floor governing manager ( Mr. Sandeep Kumar ) , Lets not even get into the time ( taken to get the call answered by a higher authority ) and the money I wasted to get to speak to a dimwit manager who stammers when spoken to and sounds sweating under pressure when complained to about his team’s inefficiency and requested to transfer the call to a person appointed higher to him to address customer complaints ?
3rd of all since the time i surrendered the documents to the executive who came to the billing address mentioned , it took your team 12 to 14 days to process it and send an executive over for verification , which is still (to date) to be updated onto your system ?? is this some kind of a burlesque ? am i suppose to laugh and joke about it amongst my friends ? if so HA HA !! and please be advised that it is not, It is not amusing.
It is rather balkanizing , I am appalled to understand that when you address us if at all you do, is inquire about the registered number ? and you have the audacity to tell me that my number was not reachable when you called ? HOW AM I SUPPOSE TO ANSWER WHEN YOU CANT PROVIDE ME A DECENT NETWORK ? and then you send me a message stating how my conversation with one Ms./Mrs. Gayatri Mamgain was ? A conversation that did not happen ? How am i suppose to give a feedback on that ?
Lastly i spoke to you Nodal officer responding under the number 9811699317, Let me start by saying that although she was polite , but she didn’t have a hint of addressing a customer’s issues if a couple are being put forth by the customer , all she could tell me that my network problem would be resolved in 5 DAYS ? are we talking about Vodafone ( a HUGE brand name according to your promotions and advertisements ) or did i mistakenly spoke to an idea or a tata docomo representative in that case i would have understood ?
Finally i would like to know :-
1 ,Will my network problems be resolved ?
2, If i call up the customer support would i be heard by someone who would stammer or go blank when spoken to ?
3,Do i need to get in with your Appellate Authority or the Consumer forum or further up to The TRAI regarding the addressal of my complaints & notions ?
I request you to take your time and read through the complete Email addressed to you before responding back to me , and i believe i would be responded to promptly.
P.S Kindly do not come up with an excuse saying that you were unable to reach out to me via Telephonic conversation and or by Email.
Thanks, But No Regards.
Now i would like to inform the reader that , i received a call from their nodal officer , which was an utter waste of my time ( the whole 21 minutes and 09 seconds ) where in i had to disconnect the call mostly because i was given another TAT of 5 days after the TAT they provided to me as on 20th of march , when my initial complaint for the network related issue was registered by them over the chat . and secondly due to the shoddy explanation she had for each and every concern and complaint i had , and thirdly due to her impatience to explain , while i was speaking to her . I requested her to get a higher authority to call me as she possibly couldn’t understand and provide a proper resolution for the same.
I request the reader to go through the complete content to understand that how this affects me personally as well as professionally as i use the number in both nature.
Now!! I believe Vodafone would take this matter seriously and provide a resolution in this regard.
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