Complaint Details

Status	:	Closed
Complaint No	:	0015245/2014
Category	:	Telecom
Date	:	07-03-2014
Subject Line	:	Grevience for Vodaone Number +91-9819759679
Complainant	:	Trideep Naik
Address	:	Borivali Mumbai
Complainee	:	Vodafone Essar
Address	:	Vodafone India Limited. 2nd Floor, Skyline Icon, 86/92, Andheri Kurla Road, Marol Naka, Near Mittal Industrial Estate, Andheri East, Mumbai 400059, India

Complaint Details
Around 22nd February 2014, I have lost my cellphone in London and since then I have been trying to get help with almost all team of Vodafone but the outcome has been horrifying. It went to that extent that I spoke with Sushil (Service Request - 842945686) from Nodal Team and Charmi (Service Request - 842968213) from Appellate Team but as per them the only option that I have is to spend INR 50,000 air fare, visit India and collect the SIM card else stay without the service till my next visit.

The alternate solution that was proposed to me from Retention Team leader named Santosh Prajapati (Service Request - 840684276) is, I write an authorized email from my registered email to Mr Shiv Desai (person who can collect the SIM on my behalf) marking it to Vodafone Mumbai team along with photo copies of my passport. When Mr Shiv Desai visit the store he will produce his original ID proof along with my authorization email and passport photocopies and the team can hand over the SIM card later which he can courier to London.

This procedure had been followed exactly the way it was instructed but there was no synchronization between Retention Team and In-store Team due to which Mr. Shiv Desai was refused for the SIM card. On the contrary the team says that if there is someone available at my registered address they will hand over the SIM without ID proof.

My questions to you as the GM - Customer Service are: -

How can Mr Shiv Desai or anybody submit the original document on my behalf when I am not in India?
Is there no way for a person to get the SIM card in lost situation when travelling Internationally?
Do I have to refrain from using the vodafone service till the time I visit India which may be possibly after couple of years?
If Vodafone have to deliver SIM card at my physical address, they don't need ID proof but if I authorize a person with my photo copies of passport and when he is in store, produces his original ID, It's unacceptable? Is this security approach making sense
Being with Vodafone for more then 10 years with no single default payment and INR 19000 credit limit on individual account, 5-7 hours on international call with more then £50 of calling charge. Do i deserve a treatment like this?.

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