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# 31229 9-Mar-2009 18:17
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Dear Vodafone,

My mobile is on contract.  I got a letter dated 26th February from Vodafone regarding Paper Bills.  It stated that I would get a call to arrange my preferred method of bill delivery. I am still waiting for this phone call.  Today I logged in to discover my bill is overdue.  In fact, my wife's bill and my bill are both overdue (on seperate accounts).  This is due to your 'new' paperless billing which appears to have caused issues for many other customers also.

I was on hold for at least 5 minutes to your call centre and forced to listen to a horrible phone line with distorted Vodafone voice prompts and music blasting my eardrum. Actually, the music was more like static with the occasional bit of sound which resembles a Vodafone theme tune.

I'm now successfully subscribed (fingers crossed) to a paper bill.  Time will tell.  But I have some suggestions:

  • Improve the quality of your call centre.  I believe I was transferred overseas and the line was terrible! (VOIP call?)  It doesn't bode well for Vodafone when you are selling Voice services!
  • When you send a letter saying you will call, please do.  Life goes on and us customers do forget we are waiting to hear from you.  Please don't say you will call, then don't and then state the account is overdue and must be paid immediately.
  • Make it easier to pay multiple accounts automatically with one credit card, customers shouldn't have to 'merge' accounts to do this (which is what was suggested we should do).  My wife and I have different thoughts on Mobile and I may consider my options when the new networks launch.  We don't wish to both be tied into a contract that neither can escape from.  There is no way to easily pay multiple accounts with one credit card, other than to manually enter the other account number.  This is open for mistakes ending up with a random person recieving a nice gift of phone credit not meant for them.

I'm posting this here as I know Vodafone staff and management monitor these forums and I know that any comments when speaking to the call centre will likely not be passed on.  I look forward to your response and hope you can take on board my complaint and suggestions.  I'm sure others will have some stories regarding the new overseas call centre and billing dramas also.

Regards,
Grant



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1786 posts

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  # 200213 9-Mar-2009 18:32
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ZollyMonsta: Dear Vodafone,

  • Improve the quality of your call centre.  I believe I was transferred overseas and the line was terrible! (VOIP call?)  It doesn't bode well for Vodafone when you are selling Voice services!
Regards,
Grant




I'll have to second this, a local 'outsourced' company like Teletech have failed to deliver, it is more than likely that overseas and outsourced company will not do much better.

Just as well I don't ring much, and am already on paper less bill.

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