Kudos to Tom Rushton of the Vodafone Forum Intervention Team. They really are doing a brilliant job at scouring the internet for people having problems with Vodafone, correcting any misunderstandings and doing their utmost to rectify issues.
Although I do think the name of the team, ‘Forum Intervention Team’ — it’s a little bit functional, isn’t it? A bit KGB. ‘Internet Relations Team’ perhaps? Still, doing a good job.
Tom was having trouble posting a reply to my ‘I can’t add any text bundles to my account‘ post so he knocked me over an email with it instead.
First, here’s a reminder of the key issue I was having:
Eventually Saj phoned the call centre and found out that, since I’ve got Ã¢â‚¬Ëœunlimited landline calls’ on my account, I cannot purchase more text messages in a bundle.
Both Saj and I were a little confused.
‘Would you like to swap to unlimited texts?Ã¢â‚¬Â came the question from the call centre.
‘No,Ã¢â‚¬Â Saj explained, ‘The customer wants unlimited landlines and wants to add extra texts,Ã¢â‚¬Â
We both waited. I rolled my eyes. I could already see what was coming.
Welcome to Vodafone, land of the binary. It’s one or zero. One or the other. You can’t have both. You’re either screwed for 35p/minute calls (after your bundle) or you’re nailed for 12p texts (after your bundle).
Vodafone wouldn’t, I was led to believe, let me add text bundles to my account. Both the chap in the shop and the chap at the call centre weren’t having any success.
Tom solved the problem for me. Here we go:
We at the Vodafone Forums team were ever so disappointed to see that you’ve had a problem with your account. I really don’t understand why it’s been stated that you can’t change the texts on the price plan that you’re on.
On all of our current price plans (excluding ones with the Unlimited Texts offer) you can choose from either 100, 250, 500 or 1000 texts. You just pay extra to jump up to the next level from whichever one you’re on with your current price plan. I’ve checked on our systems and the Unlimited Landlines offer you have shouldn’t affect this.
Would you mind getting in contact with us via email? I’d love to get your account fixed and get you onto exactly the price plan you wanted. If you go to the URL pasted at the bottom of this message, enter your account details and a brief explanation of the problem we’ll look into this. Please include the code [removed] in your message too; this will route your query to the Forum Team.
I’m sure we’ll be able to get this sorted for you, and I have my fingers crossed we’ll see some blogs on here in the near future about how well things are going with your Vodafone account,
Tom, Vodafone UK
Right on. I’m going to sort that out shortly. Thanks for taking the time Tom.
I’ve added Vodafone to my how to do good blog relations presentation.