Over the past few weeks, I've been trying to get Vodafone to upgrade my ADSL service to Fibre and make other simple changes such as merge my mobile and my fixed accounts into one. 

Something that should be fairly simple and something that benefits me as a customer and Vodafone as a business. However, this involves dealing with their Customer Care people.

However, The process to request these changes to be accounts to seems to be beyond the scope of the Customer Care people that I speak to.  

These are some of things that bug me then I phone them (in not particular order):

 

1. Being put on hold
   I wonder what really happens when this happens.
2. On hold Music
   Please change the music!. Why do I have to listen to the same music every time!!!
3. Being put through to the wrong department
   Is this what the customer care people do to 'punish' customers that they won't like?
4. Being repeatedly asked for my account number / address details / name
   Doesn't their automated system have a process to capture your account number?
   Or don't the staff have access to this information. 
   Again, is it just another 'punishment'?
5. Having to explain to every person that you speak to what you want
   Again, when being passed between people, why can't their record what you've phone up about? 
6. Never being able to speak to the same person twice.
7. Either been given the customer care agent's name that they don't respond to when you mention it later in the call.... is this their real name?
8. Never being given the agent's name

I'm sure others people can add to this list