Worst Customer Service I have Experienced

[cos-mon-aut]

I tried calling Vodafone support multiple times today to get help to cancel my contract given that I'm moving to an address that doesn't offer cable-internet.

As a non-German speaker who has only lived in Germany for 8 months (trying very hard to learn the language), it was a complete mess trying to figure out the automated dial. After about 15 tries I finally got to a German-speaking agent who didn't know a single word of English. He was supposed to push my call onto an English-speaking colleauge, yet I found my way to another German speaker. When I asked her whether she spoke English (asked her in German), she got very offended and screamed at me that everyone in Vodafone speaks German and that I should try sending an email (which I already have tried multiple times before without any response). I asked her what I should do since no one answers my emails nor calls and she told me to learn German. I told her I am learning and asked how I could get some help in terms of my contract. She told me that a friend or colleauge must help me in German or else I won't get any help before she hang up on me.

So please Dear Vodafone person reading this, please educate your Customer Service to be nice, update your dial to include an English option and please help me cancel my contract!

[Bastel225]

Sorry for your experience but in this case it isn't Vodafone fault (because customer service and contracts are done in German). 

The suggestion to search for someone/a colleague assisting you was right. I don't think customer service have or need to be educated in terms of spoken language. Everyone in customer service would need to learn English contractuals terms then. 

Im sure someone can help you here in English too. 

[reneromann]

---

@cos-mon-aut  schrieb:

So please Dear Vodafone person reading this, please educate your Customer Service to be nice, update your dial to include an English option [...]

---

You signed a contract in Germany in German language where sole contractual language (and thus also sole support language) is German. And now you require Vodafone that they should educate their staff in English language as well as include an English support?

Why the hell should Vodafone do this? I mean - you knew what you signed -- and this contract does NOT include English (or any other language) support except support in German language. It's up to you to get a translator if you are not confident enough to speak German. But it's not any kind of contractual obligation for Vodafone to grant you support in any other then the contractually agreed languages (which is solely German).

So get yourself a translator!

---

@cos-mon-aut  schrieb:

[...] and please help me cancel my contract!

---

You'll have to send your cancellation in written form and in German language to Vodafone - it'll become effective at the end of the minimum contractual term - as you agreed by signing your contract.

And just to be clear: Not getting support in a language that was not contractually agreed upon is anyhow no reason for a premature cancellation.