| Name of Complainant | |
| Date of Complaint | January 9, 2021 |
| Name(s) of companies complained against | Vodafone |
| Category of complaint | Internet Services |
| Permanent link of complaint | Right click to copy link |
| Share your complaint on social media for wider reach | |
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Hi Team,
My number is 9962527860.
I wanted to replace my sim such as to use in smart phones from featured phone.
On 31st Dec, around 12.45pm, I went to the VI Store in T.Nagar(near joy alukas building) in North Usman road and got the new SIM and Mr.Lokesh sent an SMS request from my mobile and he told that it will be processed in 2 hrs. However after 2 hrs i checked that its not processed and I got the message as request could not be processed.
So, I called back to customer care around 3.30pm on the same day and they asked me to go to the stores and check.
Again I went to the stores around 5.45pm and Mr.Gunasekaran attended the issue and he asked Lokesh to look into it as he processed in the morning. But he said he has to go to the shop to buy snacks and asked Gunasekaran to take care. He took my photo id and my photo and then processed the request by sending an SMS again from my mobile and told that it will be processed for sure this time.
After 30-40mins i got a message saying that the request cannot be processed. I had to call customer care multiple times at around 10pm but there is no response and the line was also not busy even though its within the working hour. I spent around 30 mins to have them connected but it went into vain. My new year time was wasted ::(
On 1st of Jan, I called the help desk and spoke to Sowmya(escalation contact) then asked for the reason and they said there is some mismatch but not sure what is that and for that I need to go to the stores and check again. I told that I already visited couple of times and cannot go back, so they agreed for a call back on 2nd of Jan before 10.30am. But no call has been received till the time they gave.
As I have travel plan today, I thought I will go to the stores again for the THIRD time. Met the same person and he told that my id has initial in it whereas your record does not have initials, so its rejected. If the process is to check this much minutely, then he could have asked for the proper id details but he did not do and wasted my time. I had to explain him the process where he was not ready to accept saying this is the first time they are getting this kind of issue. Also he confirmed that there is no such email from customer care for the call back Not sure where the team is lagging and wanted to spent this much time for a small issue. He gave a commitment saying everything is clear now and it will be processed.
The worst part is after coming back home, I received another message saying that the request cannot be processed and I called the customer care around 11.30am and spoke to escalation department Keerthana and they are not aware of the reason and for that again I need to go to stores and arranged for a call back. When I asked for the escalation team manager they are not ready reveal their availability. I believe it was Jerin Jacob. Dont we have escalation manager available for all the time during the shift??
All these process was really frustrating. My apologies for sending such a long email. But wanted you people to aware that there is no proper process followed anywhere and wasting our time for small things where something can be sorted over phone.
I request you to kindly look into this and do not hesitate to call me for any clarification.
FYI – I am using 2 connections for nearly 10 yrs and now I got a thought of changing the service provider because of the processes.
