[wit tank]

As some of you may be aware, I used to work for Vodafone until I was made redundant late last year.

I recently attempted to upgrade my 2 phones and (as I am now not an employee anymore) change to a consumer price plan.

I "emailed" them through their website to ask for help as the website clearly says that upgrading customers get better deals than new customers. I asked for a quote for a certain handset as it wasn't on my list of options when I looked at upgrading online....I got this response:

Thank you for your email in relation to this handset this quote specifically for yourself can be provided by calling V odafone directly on 191 and speaking to the upgrades team.

Kind regards,
Rhys

A few minutes later I got another response:

Deer Mr XXX
I am writing in regard to your email you can upgrade on both numbers at this time. If you can give us a call on 08700700191 or 191 from a Vodafone phone and we can put you threw to upgrades dept..
I've also attached a short customer feedback questionnaire and would really appreciate your thoughts
Kind regards,
Michael


Now, forgetting the terrible spelling and grammar (in bold) I did what they asked and called 191 for help. I was rather cross to see that when I went through the IVR and selected the upgrade option it put me straight through to the now defunct phone number for staff accounts which just advised me to email them.

I emailed the following to staff accounts:

Dear Employee Accounts,
I was an employee who was made redundant late last year.
I am now able to upgrade but whenever I phone 191 to attempt to change tariff to a consumer product along with upgrading my phone, the system just shunts me to the now defunct phone number for staff accounts.
Can someone contact me and assist me with this very urgently.


They replied:

Hi XXX
Thank you ever so much for your email
I have checked your account and can confirm that both of the mobile numbers are now eligible to upgrade.
Unfortunately we are no longer able to upgrade these lines in employee accounts.
However this can now be processed in your nearest Vodafone store, or online via www.vodafone.co.uk
If you log on to www.vodafone.co.uk you will be able to see all the handsets and price plans that are now available to you.
I hope that you have had a great experience with me and I'd love to know what you think.
Click this link to complete a very quick survey and help me to improve!
Regards,
Sue

Now, forgetting that I am no longer staff and also forgetting that the lady TOTALLY MISSED THE POINT of my email...they add a link for a survey that can only be accessed by staff....AARGH!!

Would it be too hard for them to read the previous notes on my account and reply with answers to my questions ??

I'm glad I left....

[prking]

I really despair when a company sends you around in circles. Its very frustrating.

[wit tank]

Quote:

Originally Posted by prking

I really despair when a company sends you around in circles. Its very frustrating.

Yeah I know.....if only a VF staffer could offer help as I have just posted a polite version of my post on their eforum only for it to disappear within seconds....