Well, it’s a ongong battle, and so much so that I have decided to make new category just for Vodafone and the issues I have. Might even make a new blog just dedicated to the Company that answers the phone with the UK’s number one Network. (I am slowly building up a one man case on why I feel that is not the truth)
Last week, I put pen to paper to write about the ongoing issue of the online account being deactivated, and my Vodafone at Home account following suit. After a phone call to the Online at Home team who assured me the fault was because the account had been dormant for a month I injected with “it hasn’t I downloaded my Online bill two weeks ago” They quickly and helpfully said that Keith from Tech Support would phone on Monday.
Keith didn’t phone till Friday, and below is the transcript of what happened. As much as I remember it. To protect the identity of people Keith will be played by me and is called Burt. Oh wait! Hang on, I’ve already told you his name is Keith! Dam! Well there must be lots of Keith’s in Tech Support, It’s a tech support name. Plain and boring. He probably goes home to his wife Cassandra to eat Shepherds pie and watch the News before retiring to the shed or garage to paint his tiny army figures, and read up on battle of the Somme and listening to his Ham Radio.
Any way, I digress. Keith phoned at 9:30 making me late for work as he would not shut up, defiantly not trained in the art of Customer service he was going it alone without the aid of a script, and any research of what a nightmare of a customer I could be to agents.
Me – Hello
Keith – Hello is that Mr Scott
Me – Speaking
Keith – Hello it’s Keith here from Vodafone at Home, I had a memo to ring you about logging on to the website.
Me – Oh yes!
Keith – I’m afraid it has always been this way. You can only log on with your main email address, the one you first set up. Any other emails address’ you have registered can only be accessed through 3rd party clients through PoP3, as there is no way to check these emails online……
Me – I’m sorry Keith can I interrupt you. As interesting as this is, I only have one email address, and this is not the problem. My account is being deactivated. So when I log on, I can’t as it is asking me for an activation code.
Keith – Oh do you require a activation code?
Me – No I got one last week, the reason why they said you would phone, is to investigate why this keeps happening!
Keith – Well it’s because the account becomes inactivate after 2 months of no use, so you need an activation code.
Me – This has been explained to me, as I explained to your colleague this is not the case with me, as I went on-line 2 weeks ago to download my bill, and I still get my emails pushed to me from the server to my 3rd party email client. However last week I went on-line to find I needed to activate my account.
Keith – well, yes that does seem to be an issue.
(No shit Sherlock that is why I’m phoning and why you were phoning me)
Keith – Obviously you think there is a problem there that needs looking into. If it keeps happening I would suggest you phone back.
(But you don’t seem to think there is an issue Keith. Don’t make me out to be a complaining fool. I want to log on, download my bill, quickly. Not log on, phone you up, get a code. Wait for an hour for the system to reset. Input the code, and download my bill. I’m sure On-line billing is suppose to save you the Company Money. But it seems that you are spending the money saved on call centre staff dishing out activation codes.)
Me – It is keep happening which is why they passed the issue to ‘Tech Support” and for you to look into.
Keith – Well all I can suggest is you phone back if it keeps happening, and we will take it from there, as it is an issue that is upsetting you and is causing you some problems.
(Some, It’s wasting half my day is what it’s doing. Can’t we go back to the time when I woke up, have my cereal and opening the post, which contains a Bill from Vodafone that I can file away, rather than wake up, check my emails – see that my bill is ready, log on to the account, click on the link to At home – Phone up to get an activation code, input it, click on bills, download, open it and save as PDF to FIles – Bills- Vodafone – 2010-2011)
The rest of the conversation was me looking at my watch, thinking I have no time to battle with a 49 year still living with his mother and playing with toy soldiers and enjoying a boiled egg and sweet tea for diner. Him and his team don’t know what the matter is, and turning it off and back on is not working, or the fact of trying to blame the web browser as I told them I have used several apart from explorer. The last failed attempt to try to fix it was telling me to delete the cookies and cache as that could be somehow informing the servers at Vodafone towers to deactivate my account. If there are any computer geeks out there I would love to see how this affects the my online account.
Tomorrow I am getting a phone call from the normal Vodafone Customer Agent to inform me that my online account for my phone is fixed. It’s not. Everyday this week I have logged on and had to register. So we will see what happens there.