Vodafone hit by multimillion-pound fine over litany of failures
 

http://news.sky.com/story/vodafone-h...lures-10632230

I have to confess that l thought VM was bad, but Vodaphone is a terrible company to be with.

There CS is terrible, far worse than VM. And l am with them. For the past 15 years. There have been occasions when we have had no network and they blame it on everything possible - Just like VM.

I am just pleased they have been hit by this fine. VM should get fined also for a poor service to its customers

Re: I thought that Customer Service for VM was bad
 

It's about time BT got fined for it's abysmal offshore CS as well!.

Re: I thought that Customer Service for VM was bad
 

Agree, you cannot get hold of BT. I have tried because of there appalling Logo on the football

Re: I thought that Customer Service for VM was bad
 

I quite often help out on the BT Customer forum and am appaulled by some of the excuses, delaying tactics and outright lies customers suffer at the hands of offshore CS.

Like the VM forum the BT "mods" are only a small specialised team (some of whom I met a couple of years ago). They are snowed under at times trying to get problems sorted out which offshore could've done quite easily.

Re: I thought that Customer Service for VM was bad
 

Actually I have to say that Vodafone CS was OK for me.It's their website that's so awful..however earlier this year I did manage to get 2 GB of Data out of them because the website screwed up when I tried to get an extra amount of data one month and overcharged me for it..I contacted the online complaint service and I got someone who had some sympathy and the supervisor arranged an extra 2 GB a month until the end of my contract next year and returned the overcharged amount.

Re: I thought that Customer Service for VM was bad
 

virgin media customers love our off shore call centers -our management say they do and that's that .

Re: I thought that Customer Service for VM was bad
 

l remember BT customer service 20 years ago and sadly its still as bad as ever,

Re: Vodafone hit by multimillion-pound fine over litany of failures
 

This fine is not actually for anything current but dates back 18 months. Vodafone have improved things a lot since then.
Vodafone were really bad for a while but things with their customer service is improving. Also the Home Phone and broadband customer service and tech support are all UK based, mostly in Glasgow.

---------- Post added at 09:56 ---------- Previous post was at 09:54 ----------

Its Vodafone!

Well with Technology anything can happen and many things can effect it. I rarely have any signal issues.

Re: Vodafone hit by multimillion-pound fine over litany of failures
 

i used to work for Vodafone a couple of years ago then they shut down the site i worked at and moved it to south Africa. thats where the problems started as when a customer rang the agent would say to them is this your name is this your address and password instead of the customer giving the data protection answer, they failed DPA so badly that Vodafone shut the site down after 3 months.

The new system they got a new system called siebel they worked on it at my site, when they shut our site down all the people on the team were fired and they deleted a years worth of data that solved all the issues they have now, all the people that worked on it now work with me at Pearson VUE.

the system was not ready to be rolled out Vodafone new this but as they spent over 1 billion on it they had no choice, they could have just stuck with Crystal and non of this wouldn't have happened.

Vodafone was a great company to work for and when i worked there they did care about the customers as a manager i drove my team to give the best service to each customer, they have now lost that drive, they get that many complaints now because of the billing issues and customer service the managers can't keep up, i have spoken to a few friends of mine who are managers that still work for them who said they have a full complaints team now and they can't handle the shear volume of calls.

Re: Vodafone hit by multimillion-pound fine over litany of failures
 

I think they are a great company to work for and they have learned from past mistakes. I do hate Siebel though. Its terrible.

Re: Vodafone hit by multimillion-pound fine over litany of failures
 

the best thing is they had a choice of three 1/ they couldn't make any changes if they did it would cost a fortune 2/they could make changes but it was delt with by them 3/ they could make any changes they wanted themselves.

the idiots chose to do no changes then when they recived the program it wasn't fit for purpose and spent 1 billion in one year to fix it, i am not sure what the final figure was but it took 5 years to complete it.