This is my personal experience. I need all the support that anyone reading this post can give. This will be a warning to all major mobile operators across to be more responsible. Also, they’ll think twice before assuming that they can escape from such an act.
Below is the complete mail trail that shows the entire conversation between me and the Vodafone-Del guys.
Please keep in mind that this is a corporate connection.
23 June 2013 08:01pm:
From: Priya Singh [Gmail]
Subject: NO NETWORK FOR 2 DAYS — URGENT!
This is urgent!!! My cellphone no. 7838102699 has no network since 2 days.
Please help as soon as possible!
Alternate no. – 022-25941018
25 June 2013 12:56pm:
From: Priya Singh [Accenture]
To: Priya Gupta (DEL); Prarthana Kumar (DEL); Shalini Prasad (DEL)
Subject: Unacceptable Irresponsibility on your part
I write this mail to bring to your notice this irresponsible act unexpected from Vodafone.
I had this Vodafone postpaid connection . On 20th June, 2013, I called up Customer Care and asked about the process to deactivate the number. The lady replies that a Vodafone agent would be calling me for that and she is registering the request. I remind her that I am not making a request for deactivation; I just need to know the process and that it has to be done only after 2-3 days. She asks the reason for deactivation. I tell her that I am changing my location and would need a new connection.
She also asks a convenient time for the representative to call me. I tell her any time after 2PM is fine.
I had a flight from Delhi to Mumbai on 21st June at 5:30PM in the evening [2 hr]. I did not get any call until then, which mans 25hrs. have gone since the call to customer care. I board my flight and reach Mumbai by 7:30PM. I switch on my phone and there’s no network. I wait for some time, switch it off and on several times, search for a network manually + automatic. Nothing works. I assume some roaming issue.
Please note that I am alone, a female and in a new city. Its dark and raining by the time I reach out of the airport. My cab driver is waiting outside for my call and I have to reach my guest house. All this, and I don’t have any network on my cellphone. No normal person carries an extra roaming mobile no., if that’s the excuse you are framing to give me.
Somehow I manage to reach my guest house but there is no network till the next day.
I try contacting customer care through online chat, but it seems the service is available only Mon-Fri. I send them a mail marking it URGENT, on the same day, but haven’t got any reply or call on the alternate number yet! This is like heights of customer negligence.
My friend calls up the customer care people on 23rd June, evening to inquire about the problem because the matter is urgent now. I am all alone in a new city with no access to any friends or relatives. Guess what the customer care people reply? My no. has been deactivated according to a request on 21st June, 2013. Now where did in the whole conversation given to you above, did I mention deactivating my no. within 20hrs.? And that too without any kind of confirmation? What kind of illiterate people are sitting at your customer service desks who do not understand the difference between an enquiry and a request?
P.S. : I have been a customer of Vodafone for 8 yrs. straight and this is not the kind of behavior I expect!
25 June 2013 6:34 PM:
From: PIYUSH SHRIVASTAVA (DEL-NE), Vodafone India
To: Singh, Priya
We sincerely regret the inconvenience you have faced due to non functioning of your phone while on roaming.
Would like to inform you that as per process, after receiving a request for deactivation of number a call back is arranged on the next day and in case the mobile number is non contactable, mobile number is converted into rent free plan and outgoing gets barred. While Incoming service remains active till 7 days.
Our executive did called you on 22nd June, 2013 at 06:10:39 PM but your number was switched off
Your connection is still not deactivated and incoming call & SMS service is still active. The same would be deactivated post 7 days request for deactivation.
As you didn’t got network at roaming location, there might have been some problem with the mobile hardware or setting or with the SIM card and the same can be rectified if you will visit a Vodafone store.
Thanks & Regards
25 June 2013 9:18 AM:
From: Priya Singh [Accenture]
To: PIYUSH SHRIVASTAVA (DEL-NE), Vodafone India
First off, “after receiving a request for deactivation of number a call back is arranged on the next day” – I never made a request for deactivation. I only asked what is the process. Educate your customer care people.
Second, “Our executive did called you on 22nd June, 2013 at 06:10:39 PM but your number was switched off” – How can I be sure? In the window of 3:00PM (21st June) to 5:30PM (22nd June), I did not receive any call. Your executive only calls once when it is a matter of deactivation of number?
Third, “Your connection is still not deactivated and incoming call & SMS service is still active.”— Really? My friends have told that my no. is not reachable since 7:30PM on 22nd June, which will mean no incoming call or SMS. I am not having incoming yet, or else at least you guys would have called me on receiving this mail I assume.
Fourth, “As you didn’t got network at roaming location, there might have been some problem with the mobile hardware or setting or with the SIM card and the same can be rectified if you will visit a Vodafone store” – Who are you trying to fool? I am not getting reception for 4 days now and you are saying all of a sudden I have developed hardware issues, SIM issues or setting issues with my 1 year old phone because I am on roaming? Is this what you imply?
And no repy after this!!!
You can see the attitude of these people. It’s as if they are doing charity replying to my mail and giving me a connection. They need to be reminded customer importance and I am not going to let them get away easily.
I am raising a complain over the ‘Online Grievance Portal’ and will see what happens.
Any more suggestion/guidance is most welcome!