Location/place: mumbai
Name of company/service: Vodafone
To ,
The Senior Management,
With lot of grief I’m once again forced to write to you people.
Yet another series of reasons to write you back. It is very strange that i get to experience the most pathetic services from Vodafone. I feel sad to be associated with Vodafone for the last 8 years giving you guys the best business yet no signs of improved services .
My last complaint got resolved just a month ago where you guys have faulted on taking extra money from me and Im glad you have refunded to me what you have extracted.
Im putting forward the series of incidents that I have faced with Vodafone in a single day again .
19th July 2012 : 6.59 pm : basis confirmation from the Vodafone customer case i visited your Vodafone shop located at Bandra west opp police station for checking on corporate plan for international roaming , blackberry plan and purchase of world calling card . I understand that the store timings are 10 am – 7 pm hence its difficult for a working customer to visit during these hours yet in my best ability i reached the store just a minute prior to closure. The security guard Vishu Kumar Pandey refused to let me in the store inspite my repeat request to him and telling him that its hardly a minute enquiry i have which is urgent as I’m travelling out of country this coming weekend . He was extremely rude and blunt and told me to visit the Santacruz store. I requested him to let me speak to store manager for a minute which he refused to do so. I immediately called Vodafone care at 07:02 pm the officer was kind enough and told me to hand over the phone to security guy however that person refused to take the call inspite me telling him its a call centre manager and said “ Hum kisi se baat nahi karte ek baar bol diya “ . Explain me now
• Is Vodafone security guards at store not being inducted on manners
• If the store time is till 7 pm and customer reaches there just a minute prior, why they are not allowed to get inside store if its an urgency ????
• Inspite me waiting there and requesting doesn’t your store manager or other official have a courtesy to come and check what is going on ?????
• Has Vodafone given all the authority to security guard and they are not even bothered to speak to managers also and they equipped to take decisions themselves ????
19th July 2012 : 7.15 pm : Almost a 20 minutes of hold time to get connected to supervisor I spoke to Ms Madhavi Moulik the floor supervisor and narrated the incident and asked her to lodge complaint against the behaviour at the Vodafone store Bandra west, the Vodafone customer care informed me to visit the nearest Vodafone store which will be open and get my issue resolved.
I visited Vodafone mini store close to Bandra station and 16th Rd pali mala road both of them mentioned the Vodafone world calling card services has been discontinued.
19th July 2012 : 7.35 pm : I called again your Vodafone care centre they advised me to visit the Santacruz store as it is open till 8.30 pm and get the world calling card and ask for further queries i may have
19th July 2012 : 7.50 pm : I visited the Vodafone store at Santacruz west , spoke to a gentlemen Mr Vinod at service coupon desk he mentioned the world calling services are discontinued and guided me to payment counter . The lady at the payment counter also mentioned that the services being discontinued.
19th July 2012 : 8:00 pm : I called Vodafone care centre and asked them to connect me to Ms Madhavi Moulik and as expected again a pathetic experience here. I informed Ms Madhavi that the Vodafone store doesn’t sell the world calling card any longer as confirmed by the store officials, to this she replied me that why haven’t i called immediately from the store so she could get it confirmed that i actually visited the store. So to confirm this she asked me to hold on till she checks with Vodafone store meanwhile the call got disconnected. ( Again as expected no courtesy to call back inspite you guys have faulted )
19th July 2012 : 8:15 pm : I called Vodafone care again spoke to Ms Madhavi and this was a real shocker !! , she mentioned to have confirmed & spoken to Vodafone store manager at Santacruz Mr Zoheb Shah , he and his team seems to be unaware that Vodafone have started selling the calling cards again ( Is this a joke ???) . She simply apologised and kept quite over it . what is the end solution to your customer ????????
I also requested her to please forward this complaint to the quality assurance team and pass on the message to Ms Chawla Shah with whom i have spoken earlier on billing issue to contact me. She refused to do so and said she does not have authority to do so and advised me to write wherever i wish too ! ( Again a ???????????) I expressed her that I will go ahead and escalate once again to the seniors and she seems very happy about it and advised me to go head …Cudos to her !! , I expressed to her that I will wait for a call till 12 noon today and would not like to write again and again yet she mentioned that she can not arrange a call and write back.
Seems Vodafone have given all the powers to security guards than the store managers and supervisors hence we keep getting stereo responses from floor supervisors that they doesn’t have authority that’s what Ms Madhavi have also done
Ms Chawla Shah >>> I wish this message gets passed on to you , I remember you assuring me the best of services and persuaded me to take my complaint back from consumer forum which i have done the last time so , as I really appreciated your response and efforts from Mr Shahajahan. I happened to lost my cell phone hence couldn’t contact you directly, I requested your floor supervisor Madhavi Moulik however she denied to pass on the message to you hence I have to write to the SM again.
Trust you guys are serious towards improving your SLA with customers , may be this time Im forced to publish my experience to consumer forums
Sheetal Pawar
98202 04491
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