Bill Morrow
Chief Executive Officer
Vodafone Hutchison Australia (VHA).
Dear Mr Marrow:
My greetings to you for your new assignment.
I am a happy customer of Orange/Hutchinson/3/Vodaphone since 2001. In 2001 when I had problems with my Samsung handset, I rang Customer assistance. They sent me brand new LG hand set and a reply paid envelope to return faulty handset. Problem was resolved in less than 2 day.
However, my recent experience is traumatic:
My NokiaLumia 630 hand set suddenly stopped working on 5-2-2016. I was provided this handset by Vodaphone [personal details removed] and they have been deducting $6.00 every month since past 16 months or so. I contacted your helpline. After quick trouble shooting, Mayur advised me to take the phone and Proof of Purchase (PoP) to nearest dealer in Wentworthville. Muhammad, the dealer was very helpful when I took the handset and PoP at about 4 PM on 5-2-2016. He did investigations and told me that handset needed repairs. He tried to complete on-line form to return it but since he is a new dealer, he had difficulty in completing and submitting the form. It was getting rejected. Apparently he tried several times to get help from Dealer support but could not complete the form till next Tuesday, 9-2-2016. I was provided a tracking number (10289592) and when I checked the status of repairs yesterday morning, it said, device was being returned to store. It however did not say whether it was repaired on not. So I rang Customer service and spoke to one Asif. Asif told me that the handset was being returned to the dealer because PoP was not there. I was surprised. I told Asif and his Supervisor that instead of returning the handset the repairs could have ring up the dealer or me or Support people who could have provided PoP document. They kept on wasting my time, asking for my PIN and full name and address 3 times during 3 hours call.
I will appreciate you to kindly order an enquiry in to unhelpful, unprofessional and tardy conduct of your employees in handling of this case and organise immediate repairs/replacement of faulty handset. You may like to ask them:
- Why your new dealer was not supported to complete the form for 5 days despite of his phone calls?
- Why repairs team could not find PoP document that your dealer had sent with the handset?
- Why they did not contact either the dealer or me or Customer Support to obtain the PoP document?
- Why they returned the handset (wasting time and monies)?
- Why repairs team did not provide correct status that they had returned the phone without repairs because they could not find PoP document?
- Why it took them over 4 days to figure this out?
- Why Asif and his Supervisor Rauf could not resolve the problem?
- Why Asif and his Supervisor Rauf kept on asking my full name, pin number over 3 times during the conversation lasting over 3 hours, yesterday evening?
I hope my feedback will help you to know how your staff are behaving and will provide you with opportunity to improve your customer service.
With best wishes and regards.
Yours sincerely,
Bharatkumar H Joshi
[personal details removed]
13th February 2016
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