James Mayes

Posts Tagged ‘vodafone’

Blog: Epic fail from @VodafoneUK store reps…

In Mobile, Personal on January 17, 2013 at 10:44 am

So I picked up a new HTC One X phone late last year. I think it’s one of the best Android phones out there and I’ve been very impressed. Until recently. The screen started phasing out on me. Some wierdness with the colours, then the sizing, then finally just refusing to show anything. The phone itself is fine (proved this via feedback noises on a few different tests) just the screen. Clearly, a repair or replace is needed.

The handset came from Vodafone, about 3 months back – so pretty fresh, protected by a case the whole time and not a mark on the phone or the case. Picked it up on a contract, one of those where you pay for the airtime and data, the handset being provided “free” – meaning you have to commit to twelve or eighteen months of charges, so paying for it that way instead. Always thought that was fair enough, never had an issue.

Took the handset to my local Vodafone shop, where an interesting conversation ensued. According to two different sales assistants, my contract covers the airtime only. The phone is provided absolutely free and as such, the retailer has no responsibilities towards it and the sale of goods act does not apply. This means despite the fact its become non-functional very quickly, Vodafone don’t have to do *anything*.

They offered to take if off me and send it off to a repair centre to be fixed under HTC’s warranty, but this leaves me with two problems. Firstly, I’m now paying for airtime and data which I can’t use until they fix/replace and return the phone. Second, the HTC warranty is valid for twelve months and I have an eighteen month contract. What happens if the handset breaks in those last six months?

Vodafone suggested their insurance was the perfect solution… but this adds nigh on 50% to the monthly cost, for something which *should* be free from failure for the life of the contract offered. Of course, if I lose or smash it, I expect that to be my problem.

Here’s the final piece of amazement for me though… I challenged the sales guy on whether he thought this situation was reasonable. He stated that he didn’t think it was, but that the law let them get away with it.

customer-service

Way to go, Vodafone! Rest assured, you’ll not be getting another contract out of me.

Social media failure – a @vodafoneuk example

In Personal, Social Media, Twitter on September 1, 2010 at 8:17 am

Usually I’ll focus on more recruitment-related matters here – but just recently, I attempted to talk to Vodafone via Twitter.  Give them their due, they have a team there for this, and a couple of times in the past they’ve been quite helpful. On this occasion, the experience wasn’t so great. I’ve given them the chance to investigate and respond privately, but as they’ve not done so, I figured it becomes fair game as a failure case study.

JM -> VF 13th Aug, 1207

Can you direct me to options for a data bolt-on covering France? Thx!

VF -> JM 13th Aug, 1218

If you email us here http://bit.ly/JhPl0  with WRT135 in the title, we can take a look for you. Thanks ^AW

JM – 13th Aug, 1633

@fordie Not a huge surprise… still waiting for a response to the email @vodafoneUK requested….

(Discussion with a friend of mine – mentioned @vodafoneuk to see if it sparked a reaction. Success!)

VF -> JM 13th Aug, 1642

What’s your email reference number (sent in an auto reply)? ^JH

JM -> VF 13th Aug, 1700

No auto-reply received. I trust that’s not good?

VF -> JM 13th Aug, 1709

Not necessarily, can you DM me your email address & I’ll do a quick search  ^JH

JM -> VF 13th Aug, 1813 (Via DM)

For ^JH – email address would have been xxx@xxx

VF -> JM 13th Aug, 1920 (via DM)

Sorry not received. Can you resend to xxx@vodafone.com & we’ll reply asap. This is a private address but will assure receipt  ^JH

VF -> JM 13th Aug, 1933

Whoop! Email successfully received! We’ll reply as soon as we can ^JH

At this point, I disappear on holiday without any useful data rate information.  I’m still waiting on the bill, but one suspects it won’t be cheap.  On returning, I thought it would at least be worth chasing up to see what happened.

JM -> VF 23rd Aug, 1936 (via DM)

Ref our tweets/emails 13/8/2010 – no response has yet been rec’d, despite tweet from @vodafoneuk confirming you had my email. Pls explain?

VF -> JM 24th Aug, 0905 (via DM)

Hi James. I’m sorry about this. I’ll check with the team to find out what has happened to your reply. Thanks ^IC

Well, it’s been a week now. Since there’s been no other contact, here it stands. The full summary of my recent engagement with @VodafoneUK.  One of the larger corporates out there, with a great understanding of mobile technology and the foresight to get a team onto Twitter, even using cotags to identify team members.

Responding to tweets is useless if it’s only platitudes. The lesson is this: if you want to be here, SAY SOMETHING USEFUL.

Finally – I very rarely moderate comments on my blog. The same is true here and any response from Vodafone will be published in full….

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