I pleaded, badgered, harrased for two days to no effect. It would have to be sent off for repair. I visited the local Nokia Service Repair place. Same story – leave it with us for a week. This is under warranty, don’t forget.

I then visited my local independent shop to ask if they could fix it. £10 minimum charge to look at it. Ok. They tried two replacement ribbon cables, with no joy, finally diagnosing that the LCD had gone kaput. An additional £35 and it was solved, all within about 10 minutes.

Thanks for nothing T-Mob!!

Good luck, Amy!

HeavyLight’s last blog post..Whatleydude’s N95 saga: VF comes out shining!

I wonder if Amy’s team actively tries to improve the 1st contact for the nor-mobs though, in response to what they see happening online…

Cheers,

J

Truly, Vodafone for me has been a success story – if not a pricey one, although they seem to be catching on with how to compete with the opposition. But don’t get me going, I’ll only start swearing as I get to Data and other “premium” tariffs.

I have had to use Vodafone’s insurer earlier this year and it was not an unpleasant experience. Very typical insurer I’d say. A lot of silly questions (my daughter had dropped her mobile in the toilet, it got wet, it no longer worked ……!!) such as “Was you there when it happened?” – little amusement when I answered that I no longer needed to take my 17-year old daughter to the loo, she could manage quite well by herself. You could hear a pin drop in the silence that followed. I broke the ice … “Anyway ……..”.

I do think that Amy’s intervention team did a good job at restoring the situation. That they even have to exist is a shame, but at least Vodafone have got them in place. Something that a lot of other companies (not only MNOs) could learn from. Their effectiveness is clear, and I have been witness to them operating across other forums and blogs.

But James’ point is totally valid – had he not been a blogger, or even known how to publish he would have probably experienced a much less satisfactory outcome, and Vodafone would have no doubt lost a customer.

I do like to see it when a supplier makes good and retrieves a situation like this with such a quality outcome. So well done Amy, and well done Vodafone. The less said about the insurers the better.

Thought I’d drop a quick note in response to some of the comments on the blog, mainly to give a good representative of what I do.

I work for Vodafone and run an online team who are centred around forums, blogs and social media. As well as supporting our own customer forum – http://forum.vodafone.co.uk we also trawl the internet looking for Vodafone customers that have posted on an external sites looking for help.

I have a mixed team of people working for me all from Customer Management background.

I’d like to think that my team and I provide the same level of service for all customers we find, and that James’ experience is not a unique one. It’s a shame that people do have to revert to forums and blogs looking for help, and in the ideal world all queries would be resolved on 1st contact. In reality, we know that doesn’t always happen so my team has a 2nd chance of delivering a great experience and restoring some faith.

With blogs, we do rely of Google content searches picking up on the key word ‘Vodafone’ so that we’re alerted of the new blog that has been written. This is how we came across James’ blog so promptly.

I was pleased to be able to help James, and I’m hoping to see that my team continue with the same approach moving forward.

All the best

AmyRose
Vodafone

All the other networks should, IMO, take note of what Voda is doing with the ‘Forum Intervention Team’ or whatever it’s called…..

Steve Rowlands’s last blog post..Vodafone SAS Assassins – £25 = Happy Dude

“Ewan bet me £5 that I could’ve got a replacement handset from in-store over the weekend and he was probably right. So did I get preferential treatment? Yes. You could say I did. If I was your average every day customer without access to a reasonably well-read wireless news site, would I have got my replacement handset on the same day? Doubtful, (don’t forget though, I still had to pay the £25 excess, just like anyone else – all VF saved me was time”

I applaud Voda – seriously – they made an unhappy customer, happy.

Just trying to keep things in perspective is all.

James Whatley’s last blog post..Friday Fun – Chinposin

I think the customer service is a better indicator of customer care, and it’s clear that they let you down in this case. If they pledge to learn and improve as a result – thats real caring.

Cheers,

J.

Skyre’s last blog post..WordPress on Your S60 Device!

So what’s the lesson here? Carriers: don’t piss off a guy that blogs about mobiles for a living.

Skyre’s last blog post..WordPress on Your S60 Device!