It has been a while since i have called vodafone customer service.  A year or two ago it took me about 6 calls, a few 'authority' emails and several 'authority' faxes over 6 months to get my access on "My Vodafone" to be able to manage and show the details of our vodafone account (apparently signing all the phone connection agreements wasnt enough....).  It also took me about 18 months to get rid of erroneous charges on my account.  I gave vodafone a little slack at the time as they were busy upgrading their billing engine, but 18 months was just ridiculous.

Anyway.  I logged in to "My Vodafone" to make some changes to some of the mobiles on our account today and ran into problems.  First of all, i'm in IT and I always have a hard time understanding how to drive this site.  I shudder to think how the regular person finds it.  Anyway, on to todays issue:

Chain of events:

1) Log in to My Vodafone
2) Click Customers -> My Account Name in left hand 'favourites' navigation panel
3) wait *forever*, then click :manage your account" link under "customer details panel"
4) new window pops up "MANAGE YOUR ACCOUNT"
5) click on Customer link - get "service unavailable..... contact customer service" message
6) return to "Your Access", click Account link: get "service unavailable..... contact customer service" message


ok, so i decide to call customer service on 777 as suggested:

1) *short wait* hi welcome blah blah
2) identify with mobile number, supply company account PIN
3) "whats the problem"
4) "I am having some trouble with the "My Vodafone website", when i <interrupted>
5) "OK, i am resetting your password for you right now"
6) "Wait, my password works OK, i am logged into the site right now"
7) "Oh"
8) "I am having a problem using the site to manage my account- when i click on the <interrupted>"
9) "I am going to have to end this call. <click> <BEEP BEEP BEEP>

really? did the agent go off-script and panic? is there no "hang on a sec, i need to transfer you to someone who knows more than me".  why the sudden hang-up?

I'm not really in the mood to try calling again, i expect that it wont go much better next time around given past experience.

You would think that with two new networks providing new alternatives that the vodafone customer service would be going through a makeover.  All things equal, next time the contract is up for review this would certainly prevent me from a re-sign with vodafone.