Chapter 7: 19th October 2009

My Response

Customer Services Manager
Vodafone Ltd
Balliol House
Banbury
Oxon
OX17 3NS

Sent via Royal Mail Recorded Delivery

Cc:
World Wide Web (www.vodamoan.co.uk)
Facebook Community

19th October, 2009

Re: ****************************

Dear Sir,

Following my phone conversation with the affable Andrew on October 12th, and his letter dated October 13th, I thought I would put in writing my response to his incredibly appealing offer.

No.

Whilst the offer on face value may seem to be extremely generous, I can only liken it to being a victim of domestic violence, where Vodafone is the bad tempered husband and I am your proverbial battered wife - I am sure you do really love me, but I am afraid you took advantage of my good nature far too many times and have truly pushed me over the edge. I am sorry -- I am not coming back for more pain.

Andrew stated in his phone call that Vodafone were only prepared to offer me compensation for all the law breaking they have done if I return as a customer – because "Otherwise we would never make our money back from you". I think he has mis-understood the meaning of compensation Although with that line of thinking he is almost fully trained as a Vodafone rep.

So, aside from the fact that the suggestion of my return is simply laughable, lets take a closer look at what the offer is made up of.

My tariff is / was / would have been an earth shattering £15 per month. Your offer was for 12 whole months of half price pain. This is a massive saving of £90 over the entire year. Not great considering I have spent an entire month trying to talk to you.

But then I think a little more, and realise that back on Friday 11th September – over a month before Andrew got involved, I was offered 6 months of half price line rental in order to retain my custom when I cancelled the original order. (This was at the point I threw in the towel after my 5th attempt to become a customer).

only a further 6 months on top of the 6 months you already offered. I remind you that in this time the following has happened:

14th Sept – Number transferred illegally. 10+ calls to customer services and a letter. Over 3 hours spent.

19th Sept – You cut me off. 2 phone calls to customer services. About 30 minutes on the phone. A promise of a return call within 48 hours which was not kept. And another letter.

23rd Sept – Call to obtain pac code due to no response – promised in 2 days

25th Sept – 45 minutes on the phone trying to obtain pac code. Was promised it was:

  1. In the post (It never arrived)

  2. Going to be available the next day and would only take 3-4 minutes (Simply a lie)

  3. That a supervisor would call within 48 hours (Still waiting- must have meant 48 weeks)

26th September – 40 minutes on the phone trying to ibtain the pac code that was only going to take 3 – 4 minutes. I was promised:

  1. That I would get a copy in the post (Still no)

  2. That I was still on for a call in the next 24 hours by a supervisor (Still never happened)

  3. That if I emailed customer services rather than writing I would get a response within 72 hours. (No response has been received to date)

Although a pac code was eventually issued it was not valid.

26th September – another letter

4th October – Calls to Virgin. They are very helpful and fixed your problem. You should try to be as good as them.

7th October – Another letter (As you still had made no contact)

This is a brief summary of what has been a very long winded process. And your valuation is a mere £45 – and only if I return to customer service hell. Let’s assume that I have spent a total of 8 hours on this subject – between letters and phone calls. Thats 480 minutes. So you value my time at 10.6p per minute.

....but hang on – I had to call on an 08700 number when your computer would not talk to me. And they are charged at up to 8p per minute! So you value my time on the phone at 2p per minute. Or £1.20 per hour. I know there’s a recession on, but even you can manage better than that.

I hope this allows you to better understand my position on this situation.

In order to ensure that I am not just writing these letters for your own entertainment, I have to date taken a number of steps.

I have spoken to Otelo who are taking an active interest in the case, and who are simply waiting for the 8 week waiting period to pass, or for you to send me a deadlock letter. I suspect the first option is more likely as it seems to take you 4 weeks to read a letter, let alone respond.

Their representatives, along with many many others are now following your lacklustre responses at our dedicated website: www.vodamoan.co.uk .

I look forward to reading your further written response which will no doubt contain a much more interesting and realistic offer, in order that we may finally rubber stamp our divorce.

Yours Sincerely,

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