Cell phone companies and customer support

support or customer service amongst Cell phone companies in India are a big joke. The customer is happy as long as he doesn't need the so called customer service from the cellular companies. The agents or customers support officers are trained not to acknowledge the problem in the first place. Then if the customer really overcomes this hurdle then they ensure that the customer is inconvenienced so much that he is really sorry to ask for the help in the first place. Their only motive seems to be only keeping the shareholders happy. The customers and the service are the least priority for them. See how they have succesfully dodged the number portability.

Let me narrate my recent experience with Vodafone (unfortunately dont know how to keep it short).

I wanted the number which was in my fathers name transferred to my mother since he expired. I called up the so called "happy to help" support number. I was advised to go to nearest vodafone store with the death certificate copy and a formal request letter signed by my mother. Upon visiting the the store, they gave me separate set of forms to be filled in and signed. Then they asked for 2 photographs. Then address proof. And a no objection certificate from my father!!! After 3 visits and some hard talk they finally accepted the request and told me that a confirmation SMS will sent within 60 mins and actual transfer will take 2-3 working days.

When even after four days there wasnt even trace of the promised SMS, I called up the "happy to help" support again. I was shocked to learn that they didnt have request for the number transfer. They asked me to revisit the store and enquire about it. Which I refused and asked them to give me a number to talk to the store instead. They pleaded helplessness. finally out of frustration I requested them to discontinue the service. Again they said this request will be acted upon within 2-3 working days.

On the third day I got a call asking my mother for the service discontinuation confirmation. So now as you see both the requests were acted upon. I reconfirmed the support executive if the name transfer has been done. And yes name transfer indeed had happened alongwith service discontinuation. So I again asked if the service disconnection request can be dropped since name transfer was done. She said its very much possible and I have to make a formal request apart from this telephonic request. She gave me an email id wherein I can make a formal request. I did that and got a auto-reply as well.

So all in all I thought it was a happy ending. But after couple of days the number just died. The service was disconnected.

This is the way vodafone is "happy to help"