Hallo,
Here‘s my story with the Vodafone Call Center in Germany, and most calls were with the number 0800 172121 221. I was planning to upgrade my Red Internet & Phone 50 DSL to Red Internet & Phone 250 DSL. For your Information, my girlfriend, a native German speaker is the one that talk to the lady machine and also the call agents.
08.01.2020, Wednesday : Called to upgrade my product, spending more than an hour, dialled between these numbers: 0800 444062 9290 and 0800 172121 221 and 0800 50518 41. Most of the time, I was talking to the lady machine and kept waiting on the line, and those time left, I was giving a new number to talk too which I have to dial and force to talk to the lady machine and waited in the line again and again. My calls were passed around by the staffs because no one seems to know which number I should dial to upgrade their own product or maybe they don’t want to take responsibilities or maybe it is their time to go home/break since most of the time I was forced to talk to a lady machine that couldn’t understand anything or having hearing problem. Moreover, the staffs were impolite and seemingly untrained in dealing with customers‘ requests.
09.01.2020, Thursday : Decided to cancel my contract since I couldn’t deal with my slow internet connection (only 2 years old), impolite, and untrained staffs, again spending more than 1 hour, and again most of the time, I was giving out instructions to the lady machine and waiting on the line. However, Mr. xxxxx was able to offer me a reasonable deal and I took it since it was my actual planned previously. The funny part though is that he sent a confirmation email of the new product BUT instead of the new product that he initially offered, it is the same product that I currently pay for but for a higher price.
10.01.2020, Friday : Tried to call to fix the wrong email that sent earlier by Vodafone. Talked to 0800 172121 221 by said/yelled: Kundenberatung, Festnetzkündigung, DSL, Internet, Rechnung, Tarifwechsel, etc to the lady machine but no outcome whatsoever since it was around midnight. Just an idea, it will be nice if you could „teach“ the machine to say the line is closed and to call back the next day.
11.01.2020, Saturday : Yesterday was the best out of these 4 days (I am being sarcastic here). After talked/yelled/instructed the machine lady, I waited for 45 minutes on the line (I know, it was 45 minutes because I recorded my waiting time), in the end I gave up and hang up the phone because I could not listening to the same tune anymore. I tried again and this time was able to talk to a Mr. xxxxxxx (ohne H) a very impolite person/staff (when Vodafone give out a worst staff award, I believe he will be the winner). How could he told me, a customer, to shut-up, when I wanted to rectify the mistake made by him that I will have to pay for it and again have to call everyday and go through all the headaches talking to a not so smart machine lady and not so friendly nor knowledgeable or just simply lazy staffs? He said that another colleague already rectified the contract but how I am suppose to know when I do not have any email nor letter to confirm it but the wrong confirmation email only and also on my MeinVodafone Login details my product is already „upgrade“ (unfortunately, to the same product as I previously had but I will have to pay more money than before) and when I asked who this colleague is since (I noted down those I talked to these last 4 days) I haven’t talk to anyone from Vodafone since Friday but the machine lady (I wasn’t able to say the problem with the wrong email beside said/yelled out: Kundenberatung, Festnetzkündigung, etc to the machine lady), he told me to shut up and on Monday, someone, will send the correct one (I don’t know what it is and to where and why, he didn’t explain anything) and that I am insulting him and than hang-up the phone on me.
Vodafone, if you want to safe money on your AI machine lady, than at least spend the money on training your call agents on how to be friendly or training them on how to be human. I find it compelling that out of these 4 days and 3 to 5 people each day only 1 is friendly and helpful. Either they are dissatisfy with their tasks or salary or work environment or that they do not have enough training to become a call agent. You don’t want to do work for free or without payment right? so it is the same with the customer, we don’t want to pay a service that do not do or give service anymore or lacking therefore. I can’t possible have a bad luck in 4 days in a row, simply put - you have a suck services! Who on earth will „upgrade“ a product to - the same quality - add 2 years minimum contract - took 3 days to talk to someone about the offered - and on top of that PAY MORE?! I will cancel this „new“ expensive contract to the „old“ and cheap one that I previously had, can‘t wait for my contract to end and change to another provider.
For those who thinks to become a Vodafone customer, be aware of their call services. Your decisions, your problem but hopefully, you will learn from mine.
Best regards,
Fernandes
Edit: Hi @NewSuper-MR employee names removed. Please note forum rules. Best regards WolfgangF
