Now, let me have an official go at Vodafone.
As, in my eyes, best provider of mobile services due to its reception in all areas of the UK, including the Scottish Highlands, I find Vodafone quite bad in regards to customer service and sales tactics.
Customer Service first:
My wife was due for an upgrade. When asking the person on the phone, she suggested to get 50 minutes and 50 text more for the same price. So, I was put on the account and started negotiating. Unfortunately, it has not been the first time that happens. Because I had to do that with my contract as well. The trick is that you tell them what T-Mobile offers. Then they say that they cannot offer that to existing but to new customers only.
That is the first problem – why treat customers that have been with you for 18 months worse than some that just want to become your clients? That is the old sales tactic to hook the client. Once the client signs up, Vodafone does not seem to be interested anymore.
My negotiation tactic goes on: “If you cannot offer me a better deal I have to go to T-Mobile.” The magic answer from the upgrade team is: “Ok, I put you through to our promotional team.” Once you are there you get the deal they offer new clients and you feel really happy because you got a very good deal. I am jealous my wife as a new phone now and a really good deal. Ach well, I am due for an upgrade in 8 months and then I can negotiate an even better deal 😉
Now, the problem I have is that I need to escalate things. As an exisiting client I really should not have to do that. I should get a phone call when I am due to upgrade with a really good deal instead of pushing the service provider to give it to me. BAD CUSTOMER SERVICE VODAFONE!
It gets better. I had about 5 missed calls from Vodafone myself and when I finally answered, a pushy sales person offered me a 2nd line because I am such a good customer. When I said that I do not need one, and that no one has a pay as you go, as he suggested, that wanted to upgrade, he offered me the “deal of my life”.
Why, so he suggested, not get a 2nd sim card for yourself. He checked my account and, of course, I go over my limit every month. So, if I had a 2nd sim I could put it into my phone when my current free bundle is finished. When I asked how people would reach me on my current number, he suggested I could text everyone in my address book once a month to let them know my number changed (and of course using 500 texts for it). It would only be £10/month for a 2nd sim with enough minutes and it works out so much cheaper for me.
I asked him if he was serious because that is the most ridiculous sales tactic and suggestion I had ever heard. Why would someone do that and change their number in the middle of the months to save 2 or 5 pounds? If they had offered me an upgrade to another contract that would have made sense but changing to a 2nd sim just does not do it for me. I would rather go to a competitor, get a new phone and a new contract. VERY BAD SALES TACTIC AND TOO PUSHY!
I am with Vodafone for the coverage in the UK. For customer service I would go back to T-Mobile or O2. Latter’s coverage is supposendly very good also, so maybe I change next year. People calling me up to offer me unreasonable, useless deals is just wrong. And, it does not shed a good light on a company that presents itself to the outside in a complete different branding.
Vodafone – change your sales tactic and offer me a job as a Sales Director UK 🙂 (Sorry, A., I am not serious.)
Have a good weekend,