They must do! Why the hell treat us so bad, otherwise?
Recently I received this text from Vodafone:
Fm 1 Aug it will be $1 per call to talk to Cust Service on Prepay. You can still manage yr mob free online. For other ways 2manage yr mob &more info freecall 440
Firstly, if those tightasses are gonna use txt speak to communicate with me, you’d think they would try to make it at least follow some kind of convention. Jeesh, a solid 2 minutes wasted while brain attempted to translate Fm.
Secondly, are they insane?
You can’t charge me to speak with a customer service call centre, freaks. I already pay. In fact I prepay (don’t laugh, some of us don’t have many friends). Also the very definition of customer service means that you service me, le customer. Jeesh, do I have to explain every blimmin simple thing?
I rang them, of course, if nowt else Lita is tres generous with her customer service consultancy, and the poor love who took my call didn’t have any competent answer for why a good, honest company would all of a sudden start charging for a service that is in their interest to run. I asked if I was really going to be charged if I chose to ring customer service in order to up my plan, i.e. pay them more dosh. I asked if it was reasonable for me to be charged when I ring them to advise of technical or invoicing issues.
After much discussion, poor love realised her repeated requests weren’t going to get me to fill in a complaint form online, so she promised to get a manager to call me back to discuss Vodafone’s customer service policy. Oh yes, I asked for the brains behind it all. “I want to speak to your strategy people who came up with the policy.” Poor love asked me to spell strategy. Hmmn.
Needless to say, noone called me back. I was probably charged for the call, damned cheek.
Meanwhile Uncle Goog showed me that I was not alone. Kiwi blogger Consumist also thinks Vodafone totally suck for trying to wheedle cash for calls to their customer service line.
I decided to ring up and find out why, and I was told this charge was to “improve customer service”, the poor guy couldn’t tell me how it was going to improve customer service. Maybe it’s because eventually Vodafone is going to piss off so many customers that they will leave and go else where and customers service will improve because they will have less calls and realise that they need to look after their customers and so things will improve.
Exacka-actly! So, Lita is moving mobile phone providers. This is biiig for lil ole me. I’ve never known anyone else other than Vodafone. I’m the girl that still has her 11 year old hotmail addy in use. Up until quite recently, I had managed to keep the same landline phone number despite several moves in and out of the country. Change and I take time to make friends. But, I’m ready for it. Stuff ’em. I aint paying for the privilege of speaking to a customer call centre. I shall move to a company who realises this is the minimum they should be offering.
I intend to text Vodafone the news, for fear of being charged to speak to them: