Vodafone Customer Care

A transcript of my attempt to tell Vodafone that their web site isn’t working properly:

Call 1 -> 191 -> Voice Menu -> choose Billing Dept.:

me: “Hi, you website doesn’t have an option for sending feedback about the website itself - is there a department I could talk to about a problem with the online billing system?”

guy1: “Sure, they are called e-care - do you want me to put you through?”

me: “yes, please.”

< click > -> Back to Voice Menu -> choose Billing Dept. again:

me: “Hi, I’m trying to get hold of e-care - but your voice menu system doesn’t seem to have an option for that or anything like it. Do you have a number for them?”

guy2: “Yes, sure it’s xxx-xxx-xxx ”

me: “thanks.”

Call 2 -> xxx-xxx-xxx -> Same voice menu -> choose billing.

me: “Hi, I am trying to get through to e-care - number I was given dumps me in the same voice menu and there don’t seem to be any suitable options for them: Do you know how to get hold of e-care?”

lady1: “OK, the trick to that is not to choose anything from the menu - just wait for all the talking to end and don’t press anything and you should get them.”

me: “OK, thanks.”

Call 3 -> xxx-xxx-xxx -> Voice Menu again - > don’t press anything -> get a bit of silence then a constant tone.

Call 4 -> xxx-xxx-xxx -> Voice Menu -> (cellular) Network dept. for a change

me: “Hi, I know it’s not your department, because you’re Network…”

lady2: “No, we’re Billing.”

me: “hmmm, I see - do you know how to get hold of e-care? I tried not pressing any of the options on the voice menu, it just hung-up on me.”

lady2: “It’s a hidden option - option 6, try that - but I heard that other people were having problems getting through too. We’ve been having problems with our switchboard - for the last four months. I’d try again a bit later.”

me: “…. right. Thanks very much. Glad to see that one of the world’s largest telecoms companies has it’s phones working properly.”

lady2: [laughs]

Comments are closed!