Thema "Re: Technical support request and complaint" in Archiv_Störungsmeldungen-Internet-TV-Telefon-Kabel

Technical support request and complaint

Mateusz1 — Wed, 25 Mar 2020 15:33:55 GMT

Hello,

Let's start with my technical problem:

I am having issues with my Internet (Red Internet & Phone Young 500 Cable). I keep getting short disconnections. I loose internet connection for few seconds, then internet comes back only to get disconnected again. This repeats many times a day. It is unaceptable, especially since I have to work from home, because of current coronavirus situation. It disrupts my work since I have to use virtual machine (citirx).

Now for the complaint:

I have already called your cusomter service. After few tries, I've finally managed to talk with someone in English and they've opened a techincal ticket for me (number 001-***). Then, I was called to by the technical support. Unfortunatelly, the guy that is handling my ticket, refuses completely to talk with me in English. I've already talked with him twice. Each time, he didn't fix anything and just closed the ticket. What is the deal with that? Customer service people, told me that their boss prohibits them from talking in English even though they can speak English. WHY IS THAT!? Is your boss some old grey-haired guy/gal, that misses the good old days of third reich and is too prideful to accept he lives in a country with open borders and non-german speaking people? I will gladly talk to him/her directly and hear the explanation. If your company is not welcoming to non-germans, maybe you shouldn't sell us your services at all.

Please, also provide me with your code of conduct for customer complaints. I also want a timeframe of when my issue will be fixed. I know my rights and if you keep refusing to fix my internet problems, I will ask for legal help from the European Consumer Center.

Thank you and stay healthy.

Edit: @Mateusz1 moved to the right board.

Betreff: Technical support request and complaint

Mateusz1 — Thu, 26 Mar 2020 11:50:13 GMT

Awaiting your response.

Re: Technical support request and complaint

Tobias — Fri, 27 Mar 2020 10:14:47 GMT

Hey,

I'd be happy to take a look at the connection 🙂 Do you send me your customer data (customer number, name, address and date of birth of the contract holder) via private message?

Then please let me know in the post when you have sent me the data.

Regards

Tobias

Re: Technical support request and complaint

Mateusz1 — Fri, 27 Mar 2020 13:45:49 GMT

Hi Tobias,

I've sent you a message.

Re: Technical support request and complaint

ERFD — Mon, 30 Mar 2020 13:02:58 GMT

Hello Mateusz1,

the superiors are not racists, but the hotline simply does not offer English support. If I am not mistaken, there is also no support in German in the English-speaking area. In this respect this is perfectly legitimate. If you have a complaint, feel free to send it to this address.

Vodafone Kabel Germany

customer service

99116 Erfurt

Otherwise we and your problem will be happy to look at it. According to the current order, there is a problem in your area with the workload during peak hours. According to the planning, the area should be relieved until the end of July 2020. There it is about the bandwidth. But if it's only about demolitions, you are welcome to describe this in more detail.

Best regards Fred

Re: Technical support request and complaint

Mateusz1 — Tue, 31 Mar 2020 12:42:03 GMT

Your argument about no German language support in other countries has one big flaw. English is language used internationally, not German. We all learned English in school for a reason (I assume you also did?).

Your argument also doesn't answer this question: Why those superiors prohibit their team members from speaking English, even if they know the language. They don't have to speak it perfectly. I am not expecting to have a philosophical discussion when I call customer service. I want help with my problem. Isn't that the whole point of customer service? To help, not to put obstacles in front of customer.

Also, why was the sell person speaking perfect English, when I was signing the contract? Was he going against some Vodafone rule?

So no, I do not agree with you and your bosses weird rule. I still see it as discriminatory and I will be terminating my contract as soon as it is possible without any fee.

Which brings me to this question: How do I inform Vodafone, that I don't want to continue my contract? I need to do this before 20.09.2020. Do I have to call customer service? I don't speak German, so am I effectively Vodafone's prisoner? If this is the wrong board for these questions, please tell me where should I post.

Lastly, I do not understand fully what you wrote about the bandwidth issues. What planning are you writing about and why end of July 2020? Are you simply waiting for workload to lessen, instead of fixing the actual issue? I am still paying the same price for the Internet mind you. I also don't know what demolitions you are referring to.

Thanks

Re: Technical support request and complaint

Moni_GK — Thu, 02 Apr 2020 19:21:57 GMT

Hello Mateusz1,

that still has nothing to do with discrimination. Not all the colleagues on the hotline speak English. Therefore, only the support is provided in German here.

You can get English help here in the forum. You can send your cancellation via the address that Fred has already given you.

Because of the workload. There is already work going on here, so that there is less workload.

Best regards

Moni

Re: Technical support request and complaint

Mateusz1 — Fri, 03 Apr 2020 10:33:11 GMT

There is obvious discrimination to foreign customers, who don't speak English. If I call Vodafone customer service, somebody will be talking with me in about 5 minutes. Here, on the forum I had to wait 3 days for you to respond. Can you see now the inequality in how you treat customers, based on their birthplace?

Some hotline responders don't speak English, so no one is allowed to speak English? This is very illogical and again smells like some boss is either insecure or intolerant.

You are very vague in your answers. Since there is "work going on here", you should be able to provide me with planned time of when the issue will be fixed. So, when are you expecting the problem to be solved?

About cancellation, can I send the letter now or do I have to wait until specific time? Here are the dates I see on my contract:
Vertragsbeginn:
14.12.2018
Frühestmögliches Vertragsende:
14.12.2020
Letztmöglicher Kündigungseingang bis:
20.09.2020

Thanks.

Re: Technical support request and complaint

ERFD — Tue, 07 Apr 2020 16:21:21 GMT

Hallo Mateusz1,

"There is obvious discrimination to foreign customers, who don't speak English. If I call Vodafone customer service, somebody will be talking with me in about 5 minutes. Here, on the forum I had to wait 3 days for you to respond. Can you see now the inequality in how you treat customers, based on their birthplace?"

Currently all customers are waiting longer. This is related to the current situation and not to your origin. This is complete nonsense.

"Some hotline responders don't speak English, so no one is allowed to speak English? This is very illogical and again smells like some boss is either insecure or intolerant."

That is also wrong. The hotline does not have to speak English. This is not a requirement for support. In English speaking countries there is also no German support. Then, according to your philosophy, apparently all countries are intolerant.

The technical area was relieved on 06.04.20. The orders were closed.

Should we still see a hint from you that you are disadvantaged here because of your origin, we delete your contribution and block your account. Then you are welcome to try the hotline again.

Best regards Fred

Re: Technical support request and complaint

Mateusz1 — Tue, 07 Apr 2020 18:17:53 GMT

"Currently all customers are waiting longer. This is related to the current situation and not to your origin. This is complete nonsense."

I was referring not to timeframe in which problem is fixed, but to time I have to wait for any response. When I call your hotline, it takes 5-10 minutes until I am talking with someone. Here, on forum I have to wait days.

"That is also wrong. The hotline does not have to speak English. This is not a requirement for support. In English speaking countries there is also no German support. Then, according to your philosophy, apparently all countries are intolerant."

Refer to my previous messgage, where I point out English is the international language not German.

The technical area was relieved on 06.04.20. The orders were closed.

Good! Shame you tell me the date only after the problem is fixed.

Should we still see a hint from you that you are disadvantaged here because of your origin, we delete your contribution and block your account. Then you are welcome to try the hotline again.

Did I struck a nerve there? Also good!

Let me repeat my other question:

About cancellation, can I send the letter now or do I have to wait until specific time? Here are the dates I see on my contract:
Vertragsbeginn:
14.12.2018
Frühestmögliches Vertragsende:
14.12.2020
Letztmöglicher Kündigungseingang bis:
20.09.2020

Thanks.

Re: Technical support request and complaint

Dellacqua — Wed, 08 Apr 2020 07:02:03 GMT

Hello!

I have the exact same problem as you do. I tried to get some support but all of them send me here and here I couldn't get support so far. Tobias, could you also help me?

I would really appreciate!

Thank you!

Re: Technical support request and complaint

Mateusz1 — Wed, 15 Apr 2020 08:56:14 GMT

Also the problem is still not fixed. While disconnects occur less frequently, they still happen from time to time. Please, reopen the ticket ***. I can't do it for some reason.

Community-Team: Removed ticket number

Re: Technical support request and complaint

Martin59 — Thu, 09 Apr 2020 17:09:22 GMT

Hello Mateusz1,

approximately how often do the aborts still occur and when did you notice the last abort?

Best regards Martin

Re: Technical support request and complaint

Mateusz1 — Fri, 10 Apr 2020 18:12:25 GMT

Just few seconds ago it happended again.

It seems the issues has not been fixed. Yesterday I had a feelling it was better, but today it is as bad as before the ticket was closed.

Re: Technical support request and complaint

Claudia — Wed, 15 Apr 2020 08:57:43 GMT

Hello Mateusz1,

your modem has problems with the reachability, other devices in your building don't show them. Did you replace the coaxial cable yet? If that doesn't help we may try to replace the modem.

Regards

Claudia

Re: Technical support request and complaint

Mateusz1 — Mon, 20 Apr 2020 09:25:04 GMT

Hey,

I tried replace cabel.

I also tried restart modem many times.

Tried also connect via wifi and ethernet cable.

Lets try to replace the modem.
What if that won`t help?

Anyway is it possible to speed up process? The problem has been occurring for 2-3 months and it is very anoying... Expecially that I ask for help month ago 😞

Re: Technical support request and complaint

Claudia — Tue, 21 Apr 2020 19:19:40 GMT

Hello Mateusz1,

I made the task for the replacement, please reply after you could test it. If that doesn't help we will check this again.

Kind regards,

Claudia

Re: Technical support request and complaint

Mateusz1 — Wed, 22 Apr 2020 09:12:21 GMT

Hello,

Thank You.

Will someone call to me, come to my place to change modem or just send me a new one?

Best regards,

Re: Technical support request and complaint

Manu — Fri, 24 Apr 2020 06:26:22 GMT

Hi Mateusz1,

we will just send you a new one. I think it´s pssoible to replace by your own.

Best Regards, Manu

Re: Technical support request and complaint

Mateusz1 — Sun, 26 Apr 2020 09:24:01 GMT

So, when will this happen?