I'm not very happy with Vodafone. I have to deal with them because ihug (Internet Home Users Group), sold themselves to them. When it was ihug, I had a great service there, if I ever needed help, I used to email someone, and give my MSN details and a helpdesk attendee would add me and we would sort the problem via msn, seeing I couldn't hear on the phone. This was fantastic and a service all companies should offer to deaf clients.
Anyway - Vodafone is now my provider of Broadband services. I don't like their plans, they favour phone users - if you take phone and tolls out with them, then you can get cheaper broadband. Well - what about the people who can't use phone and tolls and dont want them? Their data allowance plans are funny too. They have 1gb, 3gb an 5gb data allowances, but then the next one is 20gb. Well - how about a 10gb plan? Something in the middle. But no.
Anyway - I looged onto the Telecom Broadband services and notice they're offering a 10gb plan for the same price as I'm paying for a 5gb plan at Vodafone.
So before changing, I decided to contact Vodafone to ask what they could do for me, a long time user since 1996. They probably don't care as they only bought the company recently, but those existing users are important, as that is what was in their purchase price, and if they don't cater for the existing customers, then they will lose them.
Anyway - I sent the email last weekend and got an automated reply. This reply was really weird. First it said...
Do NOT REPLY TO THIS MESSAGE. This email message was sent from a notification-only address that cannot accept incoming email.
If you need to add information, or cancel your question, you can do so through the 'My Help' section of this site.
Okay - automated response. I can live with that. The next part of of the email starting to be a bit weird. Firstly, it was filed under a separate heading called 'auto response'.
Thank you for your feedback.
We are extremely grateful that you have taken the time to contact us with this feedback. This will be channelled to the appropriate department(s). Please keep in mind that they may not be able to contact you directly.
Well - why won't they be able to contact me directly? I furnished my email address didn't I? Most companies have email, and if you didn't forward it that on to the department - then why didn't you?
But now comes the really weird stuff....
In the spirit of the Silly Season our secret santa gifts are intended to make customers smile by celebrating great things about summer and the silly season.
Whether it is because of an amusing phrase on a fridge magnet, a fun colour on a beach towel or a weekend away to a sunny part of New Zealand.
The gifts are allocated entirely randomly. They range from the silly to the spectacular and we feel that each of the gifts embody something fun and friendly.
Well - what does this have to do with my data allowance. I have no idea what sort of Santa gifts the company is offering, and quite frankly, I would rather the company spend their money on a decent helpdesk service that could cater for the likes of me. And - why would I want to know about this in an auto response email - it doesn't make any sense whatsoever for me. If you really want to send me a gift - send me money, or offer me a free month of Broadband, or extra data allowance.
Finally, the ended with this little gem...
If you have any further questions please reply to this email or call our Customer Contact Centre on 777 from your Vodafone mobile or 0800 800 021 from any other phone. From overseas you can contact us on +64 9 355 2007.
Vodafone Customer Support
Well - WTF??? Please reply to this email??? Didn't they say up the top of the email DO NOT REPLY TO THIS MESSAGE?? This makes the company look really dumb and unprofessional in my eyes. We're dealing with idiots!!
To date - I have NOT had a reply back from my query. At all. Nada. Zip. I have waited 5 days. And NO I cannot ring their 0800 numbers or any other number they state. If they're going to offer an email service for customers - then they need to use it and treat them as important like a phone call.
Come on Vodafone - you are so Deaf unfriendly. It's time to pull yourself together and work for your customers.
I have been onto the website again under the 'My Help' section and there is NO, absolutely no reply to my request for help. Useless - why does it take 5 days to reply to an email?