I have been with Vodafone since day one and this is the first time I have felt the need to burst in to print, my experience having been so bad.  Normally any issues get sorted within a few calls, but Vodafone seems to have adopted a new approach to just get callers to go away.  Its an amusing read.

It started on 11 Feb with a call to CSR1 (names withheld, although I have them) to cancel Sky and replace with Vodafone TV Intro.  CSR1 was excellent.  Couldn't be more helpful.  He cancelled Sky, ordered a Vodafone TV and also the Wireless Extender as the Vodafone TV would be remote from the Hub.  Both the Tv Unit and Wireless Extender will be with me in 5 business days and I will get an email in about 30 mins confirming everything.  Happy Customer

No email

13 Feb.  Called CSR2.  Had a look at the account.  Confirmed everything is correct and hardware is on the way.  Confirmed by email that everything ready.  Gave me her personal email address and said contact directly with any questions.  Will get the new contract in 2 business days.  Sceptical, but still happy customer.  No contract

22 Feb.  Contacted CSR2 directly via reply email asking about contract and hardware.  No response (to date)

25 Feb.  Called CSR3. Unsure what the problem is.  Escalated to Billing Specialist 1.  Disconnection not yet complete, but will call me back later today or worst case tomorrow to confirm everything done.  Do you think I got a callback, no.

27 Feb.  Starting to get annoyed now.  Called CSR3.  Escalated to a Senior Billing Specialist 2.  Spent ages saying he was personally talking to the warehouse and the courier company and would receive a text from the courier confirming delivery time Friday pm or worse case Sat am.  Did I receive a text.  No

Now it really gets good

1 March.  Receive my next monthly invoice.  Guess what.  Being charged for another month of Sky and no changes whatsoever to the bill.

4 Mar.  Really annoyed now.  Talked to CSR4.  Asked to be put through to Senior Billing Specialist 2 from 27 Feb.  Wouldn't / Couldn't do that, but would help me.  Said would adjust this months invoice and put me through to Vodafone TV team.  Said there was no way I could get a Wireless Extender and nothing in the notes by CSR1 so tough luck.  Pushed back and she said will get CSR1 to call me back to sort out was was agreed.  Put through to VTV team 

Vodafone TV person said CSR1 hadn't done the cancellation properly but leave it with her and she will sort it out.  Gave me her personal number to text if any problems and to contact directly.  Will do a rush order and expect the Vodafone TV and Wireless Extender in a couple of days.

Did I get a callback from CSR1.  No

8 Mar.  Texted VTV1 asking for update.  No response, in fact I think the text was undeliverable

11 Mar.  Thought I would try the online chat.  CSR5 looked in to account and the copious notes.  Escalated to Senior someone, agreed it was all extremely poor and personally guaranteeing I would be called back within 24 hours.  I told him I doubted this would happen, but he assured me it was escalated and would happen.  Confirmed phone numbers and email addresses just in case. 

No callback

17 Mar.  Avenue of last resort.  Vent my frustration on Geekzone and hopefully @MikeHales can kick, CSR1, CSR2, CSR3, CSR4, CSR5, SBS1, SBS2 or VTV1 in to actually doing what should have been an incredibly simple task.  All I want is Sky to be cancelled and a Vodafone TV Intro and Wireless extender shipped to me.  It can't be that hard.

To be fair every person I have contacted (except SBS2) have been nothing but friendly, but the goal seems to promise anything to make me go away and wait for callbacks, texts, emails etc.

BTW - Sky TV is still working fine :-(