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  • http://foum.vodafone.co.uk/ Thomas Rushton

    Hi Ewan,

    Thanks for the explanation, always an interesting read your blogs are!

    I'm really sorry about the inconvenience of not being able to do as you wanted. Your glowing view of Vodafone's connected approach in times past is still the case, so it looks to be a matter of crossed wires during your recent visit to the Oxford Street store.
    Whilst we have a number of channels which undoubtedly have their own area of expertise (stores having sales, 191 having account specific service, not forgetting the eForum for technical help) all areas are adequately equipped to help any customer with any query, any time.

    I've spoken to the manager of the branch in question, Pete, and he actually remembers your visit. He recalls you were with one of his best advisers, and as a result there’d be no reason for him to intervene as he could hear everything was being done correctly. Pete said you’d be more than welcome to have approached him if you weren’t satisfied.

    The information given was correct regarding extensions, as a six month extension is required for changes to certain plans and in the instance of a line being out of commitment. The store were just thinking it’d be worth calling to see if a change was possible without extension, as business rules differ slightly between your customer service team and that store. Pete did say calling the team for you would have been their next step, but that you were in a bit of a hurry and so they didn’t have sufficient time.

    Moving on to the upgrade, Pete would have loved to have sent you away with a shiny new Magic that day, but upgrades are based on the history of the individual number you’re extending the contract of, and the prices are produced by a system rather than manually, to make it consistent and fair.

    One last thing, on the topic of Online Billing, we're on the task of making huge improvements to that service. We'll soon have added functionality so that you'll be able to change your own price plans online, on top of the existing features like viewing your bills, changing Direct Debit details and making payments. As you can't currently use these features due to that pesky error message, I'll take a look at your account and fix this at the same time as sorting your price plans, if you haven't called us already.

    I hope that explains everything and makes sense of it for you. If you’d like to speak to me or Pete, just let me know. Pete did say he hopes you’re not deterred from returning to his store, and that he looks forward to seeing you there in the future!

    Best Wishes

    Thomas Rushton

    Web Relations Team

    Vodafone UK

  • http://foum.vodafone.co.uk/ Thomas Rushton

    Hi Ewan,

    Thanks for the explanation, always an interesting read your blogs are!

    I'm really sorry about the inconvenience of not being able to do as you wanted. Your glowing view of Vodafone's connected approach in times past is still the case, so it looks to be a matter of crossed wires during your recent visit to the Oxford Street store.
    Whilst we have a number of channels which undoubtedly have their own area of expertise (stores having sales, 191 having account specific service, not forgetting the eForum for technical help) all areas are adequately equipped to help any customer with any query, any time.

    I've spoken to the manager of the branch in question, Pete, and he actually remembers your visit. He recalls you were with one of his best advisers, and as a result there’d be no reason for him to intervene as he could hear everything was being done correctly. Pete said you’d be more than welcome to have approached him if you weren’t satisfied.

    The information given was correct regarding extensions, as a six month extension is required for changes to certain plans and in the instance of a line being out of commitment. The store were just thinking it’d be worth calling to see if a change was possible without extension, as business rules differ slightly between your customer service team and that store. Pete did say calling the team for you would have been their next step, but that you were in a bit of a hurry and so they didn’t have sufficient time.

    Moving on to the upgrade, Pete would have loved to have sent you away with a shiny new Magic that day, but upgrades are based on the history of the individual number you’re extending the contract of, and the prices are produced by a system rather than manually, to make it consistent and fair.

    One last thing, on the topic of Online Billing, we're on the task of making huge improvements to that service. We'll soon have added functionality so that you'll be able to change your own price plans online, on top of the existing features like viewing your bills, changing Direct Debit details and making payments. As you can't currently use these features due to that pesky error message, I'll take a look at your account and fix this at the same time as sorting your price plans, if you haven't called us already.

    I hope that explains everything and makes sense of it for you. If you’d like to speak to me or Pete, just let me know. Pete did say he hopes you’re not deterred from returning to his store, and that he looks forward to seeing you there in the future!

    Best Wishes

    Thomas Rushton

    Web Relations Team

    Vodafone UK

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