Complaint Details

Status	:	Closed
Complaint No	:	0018663/2014
Category	:	Telecom
Date	:	25-03-2014
Subject Line	:	Poor Customer Service. No Resolution Even in 14 Days.
Complainant	:	ANGADPAL SINGH
Address	:	FLAT 404 BLOCK 22, EAST END APARTMENTS, MAYUR VIHAR PHASE - 1 Ext.
Complainee	:	VODAFONE INDIA
Address	:	C-48, Okhla Industrial Area Phase 2, Delhi - 110042

Complaint Details
Called on VODAFONE Customer Care Number 111

Around 8:30 pm; Tuesday, 11th March 2014 from my Vodafone Number 7838043390

I had conversation with 3 customer care executives between 8:30 pm and 9:00 pm.

1st Call:

Didn't get the agents name as he was so not active but I let the call go on because I felt my query was more important than giving training to call centre agents. I explained to him that I recharged online on www.vodafone.in website for Rs.20 and as per the offer available I was to receive a 7% discount eBay Coupon Code but I didn't get any. The agent was surprised on hearing about it as he was not even aware about any such offer available on Vodafone Website and started telling me that I must have used any other website for the recharge purpose and when I was about to confront him, he just disconnected the call.

2nd Call:

Again, the agent's name was so not clear. I didn't mention about my call being disconnected the first time and told him my query. He too was surprised on hearing about the eBay offer of 7% discount coupon available on 'Vodafone' website He was so confused about it that he was again and again putting my call on hold (without even taking my permission). Again the call was disconnected. One can make out that this agent too was not aware of the offers available on Vodafone website and moreover he is not trained to provide resolution to the customers by any which way possible. This is the reason they are habitual of disconnecting the calls over and over again.

3rd Call:

This time I was again sure that the agent would be sleepy while delivering his opening script and that is what just happened. I had to ask his name twice and then I got to know that I was speaking to a customer care executive - Mr. Sharavan. I explained to him that my previous two calls was disconnected by the agents and asked him to provide me with their name so that I could complaint against the same but as per Mr. Sharavan, he didn't have any such details on his systems so I asked him to register my complaint in regards to my previous two calls which were disconnected and none of the two agents even care to call back the customer (they never will till the time they are trained to do so). Mr. Shravan issued me a complaint no.: 2438762634.

It is after all of this nonsense that I could really proceed with my query. I told the same thing to Mr.Shravan (he too wasn't aware of any such offer), he kept on talking about offers of which he had a bit of knowledge but then then it was so not related to what I was asking him.
I asked him a very simple question:
'Have you been given any information or have you been given any training about this particular offer which is available on vodafone.in website in which a customer can recharge online and he gets a coupon code which he can use to get a 7% discount when he makes a purchase on eBay.in website?''
He tried to avoid my question so I asked him again and he still didn't answer.
This shows where is the training part going and how well aware are the Vodafone customer care agents about their own vodafone.in website and the updates available on it.

I asked him to transfer my call to his senior and again my call was put on hold without taking my permission and after a few minutes of hold, I was told that the senior was busy and that he will call me back in 1 hour i.e by 10 pm. I asked the agent for the interaction ID/complaint ID and he was reluctant in providing me the same and it was only after I insisted that he gave me 606278503 and disconnected the call.
And I did NOT Receive Any Call From Any Senior As Committed by the Agent

NOT satisfied with the services provided by Vodafone.

It has been 12 days now and I have not got any solid resolution from Vodafone officials regarding my complaint.
This is serious matter. If anyone takes a look at the Vodafone India Facebook page, it will be evident that most of their customers are facing the same problem of Poor Customer Service.

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