Thread: Vodafone Complaints or escalation process

Originally Posted by Unregistered

To,
The Customer Care Head

I am a Vodafone user in Delhi using no. 9711801466. An executive who said his name was Manish Awasthy, calle me last week offering some scheme. Since I was busy in my work, I asked him to call on Saturday, 10/10/09, to fix an appointment for either Saturday or Sunday, 11/10/09. He called on Saturday afternoon, but I told him I was in Gurgaon and would not be back before evening. But, this Manish Awasthy constantly insisted on knowing who I was with and if he could send someone to meet me in Gurgaon. When I asked him not to ask personal details, he started talking very rudely and became abusive, even saying if I did not even have Rs.250-300, why was I wasting his time. I then called your customer care n0. and lodged my complaint, but, surprisingly the customer care executive suggested that I should lodge a complaint with the police.

Now, I wish to know that if you cannot train your people and control their behaviour why should we use your service. And if I have to go to the police to teach your people some manners. then why should I not call the media also and seek legal redressal also.

Even if this Manish Awasthy is not your direct employ and may have called from one of your agencies, it is your job teach him a lesson and not mine. If I have to initiate any action I shall do against Vodafone.

I hope you take this matter seriously and take appropriate action.

Hi Rajesh,

We believe that you have been contacted by our Customer care team and hope that your concerns have been addressed. Do e-mail us at vodafonecare.del@vodafone.com for any further queries. We’d be happy to help.

Regards,
Vodafone Customer Care.

sir, I am SOUMYA BHANDARI,use vodafone connection i.e.9830325494,from approx 4 years.I have recharged for vodafone live 09.01.2009,and access it.But there have some problem occured,i saw incidently my balance deducted rs.303/ and when i asked to vodafone custmer care they just avoid it and say i downloaded hungama software,which was wrong.they also not attend me in next time.i complaint to TRAI dated 13.01.2009,but no response

Originally Posted by bhandari.soumya12

sir, I am SOUMYA BHANDARI,use vodafone connection i.e.9830325494,from approx 4 years.I have recharged for vodafone live 09.01.2009,and access it.But there have some problem occured,i saw incidently my balance deducted rs.303/ and when i asked to vodafone custmer care they just avoid it and say i downloaded hungama software,which was wrong.they also not attend me in next time.i complaint to TRAI dated 13.01.2009,but no response

This type of thing has also happened with me about 4 month back. They dedected Rs. 299 from my account .

Thanks for putting the steps up.
However you forgot to mention a few things.

2. Nodal officer The response time from them is 21 days.

3. Appellate authority You can only contact the officer after three months of the given time period by the Nodal officer for resolving your issue.

However another fact I'd like to mention.
They would conveniently say that they responded to your complaint and you did not answer with the required feedback and so they did not take any further action. TRUTH: They never tried contacting you.

Eg. We tried contacting you on the above mentioned number but were unsuccessful in speaking with you.

Originally Posted by smoothvibes

If you have any complaint against any vodafone associate/ executive/ agency then you have full rights to voice your concern or file a formal complaint against it to Vodafone.

As a customer you need to follow some guidelines and as an organisation Vodafone need to document and resolve/satisfy your problem/query in specified timelines.

There are few steps of complaint process
1. Voice your concern to Vodafone Executive: For this you can simply call 111 from your vodafone mobile or 9811098110 from any other mobile or landline (for delhi) if you don't find any resolution from this then you can go to the second step of escalation
2. Floor Supervisor/ Team Leader: Voice to complaint to supervisor available on shift and take the reference/ complaint number with name of supervisor, still if you are not satisfied with the resolution provided or you don't get any meaningful answers from floor supervisor then proceed to third level of escalation.
3. Nodal Officer: you can write or call your Regional Nodal Officer anytime during work hours. If you don't response from Nodal Officer too or if you don't feel satisfied with Nodal officer's response then you can approach
4. Appellate Authority: This is the last step for Internal escalation of your complaint but still if Appellate Authority fails to provide you correct resolution then you can walk upto consumer court else TRAI can help you for same.

If you need contact details of your Nodal Officer or Appellate Authority then please check vodafone.in otherwise you can post here and we will try to provider you all available details after searching vodfone portal

Dear Sir/Madam,

Over the past few days, I have had some serious problems with Vodafone and each time it's been like we don't care as you can't do much about it and we can't be bothered (!).

Issue:-
On 9th Sep 2011 I activate a 3 days Internet pack at around 1am (midnight). On 11th night I call a Customer care executive to confirm my internet validity. I get a response saying I can use for next 12hours, and next morning I check my balance its (Minus Rs132). I call back to CC and they assure me that the balance would be refunded in 48hrs. Next day I activate a 1 day pack browse for 25minutes. Next day, I again get a shock and my balance is deducted again and now it’s Rs32, while first one is not yet refunded. I Call back to CC they “We are really sorry for inconvenience caused” both your balance will be refunded. I wait for 24 hrs call CC again, and I get a response please wait for 2 hrs you will get your balance. After 4 hrs I call again, and get a response there is some system issue please wait for some more time 200% you will get your money back. Next day I get message from Vodafone saying Sorry we cannot refund your balance. Now I call CC and ask him, I have had enough from your side, please connect me to a senior level executive, I will discuss this with him, I hold the call for 20 minutes waiting and finally the call gets disconnected. Now is this what call ‘Happy to help you”. Meantime I try calling back and guess what you have blocked my no from calling CC for 2 days.

Now I go to a Vodafone store with the same complaint and explain the whole story again and I get the same response with complaint # saying it will be resolved in next 48hrs. Next day I get call from CC saying with regard to your complaint #1313261110 you will get your balance in 2hrs. Please reply with your valuable feedback on getting a message. And for your kind information I’m still not able to talk to CC executive, as my # is still blocked.
I go back again to Vodafone store with same complaint # to a different guy now. Apparently, I need explain the whole story again wasting my valuable time. And now this person assures me 100%, he will see that this matter is resolved at the earliest with very high importance and I will get a call very soon from Vodafone and also get new complaint # 1314087540.

I’m really sorry to say this, I have not yet received a single call from Vodafone nor did I get the balance refunded. This was really not expected out of Vodafone being such a big service provider to a loyal customer like me, who has been using your service since last 9 years ever since it was Hutch.

If this is the kind of service you provide with this negative attitude, it’s high time I switch to other network. Its not about money, it’s about giving wrong or false information assurance to a customer. It’s really irritating as we have better job to do.

Instead of making you” Happy to help me; I would be happy help myself from leaving your network”. And also recommend the same to my family, friends and colleagues. Thanks to mobile number portability.


I hope this will be addressed.

Regards,
Sandeep
9886271238

Go for any operator the service here in India sucks and that is the sad truth.
One of my friends had a similar problem with another operator blocking his call to the customer care.

I'd say contact the Nodal officer of your circle.(details are there on the vodafone site)
And even if they are unable to do anything
then lodge your complaint here :: Grievance Redress Mechanism in Government ::
under the Department of Telecommunications.

Originally Posted by spm11

Dear Sir/Madam,

Over the past few days, I have had some serious problems with Vodafone and each time it's been like we don't care as you can't do much about it and we can't be bothered (!).

Issue:-
On 9th Sep 2011 I activate a 3 days Internet pack at around 1am (midnight). On 11th night I call a Customer care executive to confirm my internet validity. I get a response saying I can use for next 12hours, and next morning I check my balance its (Minus Rs132). I call back to CC and they assure me that the balance would be refunded in 48hrs. Next day I activate a 1 day pack browse for 25minutes. Next day, I again get a shock and my balance is deducted again and now it’s Rs32, while first one is not yet refunded. I Call back to CC they “We are really sorry for inconvenience caused” both your balance will be refunded. I wait for 24 hrs call CC again, and I get a response please wait for 2 hrs you will get your balance. After 4 hrs I call again, and get a response there is some system issue please wait for some more time 200% you will get your money back. Next day I get message from Vodafone saying Sorry we cannot refund your balance. Now I call CC and ask him, I have had enough from your side, please connect me to a senior level executive, I will discuss this with him, I hold the call for 20 minutes waiting and finally the call gets disconnected. Now is this what call ‘Happy to help you”. Meantime I try calling back and guess what you have blocked my no from calling CC for 2 days.

Now I go to a Vodafone store with the same complaint and explain the whole story again and I get the same response with complaint # saying it will be resolved in next 48hrs. Next day I get call from CC saying with regard to your complaint #1313261110 you will get your balance in 2hrs. Please reply with your valuable feedback on getting a message. And for your kind information I’m still not able to talk to CC executive, as my # is still blocked.
I go back again to Vodafone store with same complaint # to a different guy now. Apparently, I need explain the whole story again wasting my valuable time. And now this person assures me 100%, he will see that this matter is resolved at the earliest with very high importance and I will get a call very soon from Vodafone and also get new complaint # 1314087540.

I’m really sorry to say this, I have not yet received a single call from Vodafone nor did I get the balance refunded. This was really not expected out of Vodafone being such a big service provider to a loyal customer like me, who has been using your service since last 9 years ever since it was Hutch.

If this is the kind of service you provide with this negative attitude, it’s high time I switch to other network. Its not about money, it’s about giving wrong or false information assurance to a customer. It’s really irritating as we have better job to do.

Instead of making you” Happy to help me; I would be happy help myself from leaving your network”. And also recommend the same to my family, friends and colleagues. Thanks to mobile number portability.


I hope this will be addressed.

Regards,
Sandeep
9886271238

I went to pay my bill to the vodafone store and inserted a 500 rupee note into the ATM. The ATM stopped working at that very instant. I talked to the executive present and he said that I should contact them the following day because the cashier comes daily in the morning and withdraws the amount, if there would be an extra note, it would be credited to my account. The next day they told me that there was no extra note and there was nothing they could do to help me. I asked him to tranfer my call to his banch manager but he said that the manger was busy and he could not take my call. I called customer care and they gave me a complaint no saying that i would get a call within 4 hours. I havn't got any call as yet. What am I supposed to do? Why should I pay for the ill equipment that vodafone has in its store? This sucks....can anybody help me?

I am using vodafone mobile service from @ 1yrs. now and continuously getting promotional calls and time to time I work with DND service to stop these calls and messages but today I am receiving MISSED Calls from some strange numbers like - 0023222290265 & 0023222290295 & 0023222290269... Strange is all these are unknown numbers to me and they are placing MISSED calls and never let you receive those.

This really frustrated me and I called Vodaphone Call Center and some executive with name SAMEER received my call (@ 2-3mins. talk and 10mins. just on hold saying he will get further information in issue) and I tried to explain him my issue and wanted to know to trace/track or process to block calls from these number but without listening to my issue started saying that they do not have process in place to restrict calls like this donot have any knowledge on the process what to do if we want to track these numbers which surprised me a lot. When I asked him to give me the number / email id to report this issue and complaint about the executive since I am not satisfied with his answers, he simply said there is no number / place to report this which really made me angry on him and also when asked the full name to complaint about him, (SAMEER the call center executive) did not said the full name also to report about his inability to provide information I want.

By this call I was just wanting to know the process to track that unknown number and it resulted me in great frustration.
I an surprised that the mobile company having such a big share in Indian telecom industry does not have peoples to let user's know the Right processes to resolve their issue....


Milind Joshi

Originally Posted by milind123

I am using vodafone mobile service from @ 1yrs. now and continuously getting promotional calls and time to time I work with DND service to stop these calls and messages but today I am receiving MISSED Calls from some strange numbers like - 0023222290265 & 0023222290295 & 0023222290269... Strange is all these are unknown numbers to me and they are placing MISSED calls and never let you receive those.

This really frustrated me and I called Vodaphone Call Center and some executive with name SAMEER received my call (@ 2-3mins. talk and 10mins. just on hold saying he will get further information in issue) and I tried to explain him my issue and wanted to know to trace/track or process to block calls from these number but without listening to my issue started saying that they do not have process in place to restrict calls like this donot have any knowledge on the process what to do if we want to track these numbers which surprised me a lot. When I asked him to give me the number / email id to report this issue and complaint about the executive since I am not satisfied with his answers, he simply said there is no number / place to report this which really made me angry on him and also when asked the full name to complaint about him, (SAMEER the call center executive) did not said the full name also to report about his inability to provide information I want.

By this call I was just wanting to know the process to track that unknown number and it resulted me in great frustration.
I an surprised that the mobile company having such a big share in Indian telecom industry does not have peoples to let user's know the Right processes to resolve their issue....


Milind Joshi

Missed call scam alert:
Those giving missed call from an overseas no (anything starting with 00) get your cell no somehow and do this to make you call the overseas no with out you realising it will be 300% more expensive than a normal ISD call.( They get paid 40-50% of the money you spent- your Cell provider will pay the final last mile connecting operator what was deducted from your a/c)

It is not that every day your uncle or santa claus is calling you from abroad.
Ignore all missed calls starting with 00. ( Instantly you will be charged 50-100rs if you call)
If you beleive you can solve anything by talking to Voda customer service-you are sadly mistaken. write detailed email complaint with a copy to nodal and other senior management.

@tolkapium

About phone calls from 002s numbers 1/7
Thanks for the warning. Is it peculiar to Vodafone users are
same problem with other Providers.
Better not to get anxious about these missed calls.
Seems same like Spam emails; Even if you select Unsubscribe, you confirm your email address and get more spam !!

rep 26 ++
please check your USERCP

respected sir,
mobile no +919999966780, sir i am using this number from the last 2years, and this number is issued in the identity of one of my relative and from the last couple of days, i think that relative has disconnect this number due to it I am facing a lot of problem. and now i want this number to be issued in my identity, for that what i have to do
please do let me know about the procedure
i will be always thank full to you
warm regards
deepak kumar