I caught up with Sachin, our former Asian telco analyst, in London earlier this week. He gets this ridiculous missive and told me, sweetly, that he found my mobile phone trials and tribulations particularly entertaining. I suppose he was bound to be interested into the peculiarities of his sector, but I was quite irritated by that truth be told. I’m after sympathy, not trying to amuse. The transcript below of a conversation I had with some people at Vodafone’s online customer service team below reveals a deeply troubled person. I know that. This is how serious it has got.
From: Vodafone Service Chat [mailto:No_reply@vodafone.com]
Sent: 29 June 2016 08:41
To: Sandison, David (GM/UK)
Subject: Transcript of your chat
Copy of your recent chat with Vodafone online chat service team.
General Info |
Chat start time | Jun 29, 2016 3:07:52 AM EST |
Chat end time | Jun 29, 2016 3:40:49 AM EST |
Duration (actual chatting time) | 00:32:56 |
Operator | Parth B |
Chat Transcript |
info: Welcome to Vodafone! You will now be connected with a service adviser. Your approximate wait time is 0 minute(s) and 3 seconds. . We’re looking forward to assisting you today.
info: You are now connected with Sagar Badani.
Sagar Badani: Hello, you're chatting with Sagar Badani, how may I help you today?
Sagar Badani: Good Morning! How are you today?
david sandison: Hi....my son has lost his phone. I need to order a new SIM card and cheapest handset and put a block on his old handset. But I want to keep his number active.
Sagar Badani: Oh! sorry to hear that David.
Sagar Badani: Thank you for sharing your query with me. I will certainly assist you regarding your query.
Sagar Badani: Rest assured, we're always here to assist you upto your satisfaction.
Sagar Badani: May I take your full name and your Vodafone mobile number please?
david sandison: David Sandison My number is 07788455552.
Sagar Badani: Thank you for the information.
Sagar Badani: I am sorry, as I am unable to locate the account.
david sandison: Try 0777571xxx
Sagar Badani: Thank you.
Sagar Badani: Please allow me a moment while I locate your account.
david sandison: For goodness sake. I spend over £200 a month with Vodafone. I had the same problem speaking to an advisor yesterday. Your systems are a disaster.
Sagar Badani: David, I totally understand the same for you.
Sagar Badani: However, with out the account we are unable to help you.
Sagar Badani: David, still unable to fetch the account.
Sagar Badani: Could you please help me we a valid Vodafone number?
david sandison: I simply cant cope with this. I will end my VOD custom as soon as I possibly can. Meantime try my address David Sandison, Bovills Hall, Gazeley, Suffolk, CB8 8RE. I have six numbers with you.....077884xxxx, 077757xxxx, 0782521xxxx, 0776555xxx, 0777400xxx and 0782xxxxx
Sagar Badani: Thank you for the information.
david sandison: My online account is dsanxxxx2
david sandison: email address david@bovills.com
Sagar Badani: Thank you for waiting. I appreciate your patience.
Sagar Badani: David, I have found your account.
Sagar Badani: Thank you for the information.
Sagar Badani: I will need to transfer your chat to one of our dedicated team who will be able to assist you further regarding your query.
Sagar Badani: Please stay connected. We appreciate your patience.
david sandison: please explain what the problem was and how you "found" it
Sagar Badani: David, your account with us is in the old system.
Sagar Badani: No worries, we do have our dedicated team for the same.
Sagar Badani: Rest assured, we're always here to assist you upto your satisfaction.
Sagar Badani: I will need to transfer your chat to one of our dedicated team who will be able to assist you further regarding your query.
Sagar Badani: Please stay connected. We appreciate your patience.
info: Please wait while I transfer the chat to the appropriate group.
info: You are now connected with Parth B.
Parth B: Hello, you're chatting with Parth B. Let me go through the conversation you’ve had with the representative who transferred your chat to me.
david sandison: please do.....
Parth B: Hello David
Parth B: So your Son lost that phone and you wish to get that SIM with same number am I correct?
david sandison: The first thing I want to know is why I have had so much trouble with your people unable to find my account. It is INFURIATING
Parth B: David, I am sorry to learn that the you are not happy with Vodafone however as the previous advisor have no access with your account he connected you to me.
Parth B: I have that account open now
david sandison: WHY??????
Parth B: David, that person was from different team and I have that account authorization so I will help you with that issue
david sandison: Am I going to face this problem every time I ring Vodafone?
Parth B: Will that be okay?
Parth B: No I will help you with our direct contact details
Parth B: Please be rest assured.
Parth B: Thank you for your patience, I just located your account a while back.
Parth B: For security, may I know your 2nd and 3rd digit of PIN please?
david sandison: He mentioned that my account was on the old system....what does that mean?
david sandison: X X
Parth B: Brilliant
Parth B: That matches our records! Thank you for verifying your details.
Parth B: Kindly bear with me while I check your account details. I appreciate your patience.
Parth B: That old system means that is the Customer service system and not the customer sales system
Parth B: The person you got connected was from sales
Parth B: Kindly share that number which has been used by your son
david sandison: 078262xxxxx
Parth B: so I can immediately block that and help you to get Free replacement SIM with that number
Parth B: Thank you
Parth B: It will take me a couple of minutes to check this for you. Is that ok?
david sandison: fine...thanks
Parth B: Thank you David.
Parth B: Just to confirm may i please know when the phone got lost, Or stolen?
Parth B: So If you wish I can blacklist that handset as well so he can not get charged for any unwanted charges Or anyone can not use that handset
david sandison: He is in Majorca. He lost it two days ago....27th June
Parth B: Alright, Thank you.
david sandison: I would like you to blacklist the handset. How do you know what the handset is?
Parth B: May I help you to blacklist that handset as well?
Parth B: That is perfect
Parth B: I will track that IMEI number which has been used with that SIM
david sandison: excellent
Parth B: and that IMEI number will be blocked globally
Parth B: And no one will be able to sell it / use it or not even able to switch on it.
Parth B: Thank you
Parth B: I am doing that now.
Parth B: It will take 2-3 minutes, will that be okay David?
Parth B: I do understand that it took time with previous advisor and so confirming that process time.
david sandison: fine...I'm standing by...I also want to order a new handset in due course..
Parth B: David, do you wish to order that phone from Majorca OR from your UK address?
david sandison: from my UK address
Parth B: Because to purchase that replacement phone / pay as you go phone, you need to visit any of Vodafone store and you will be able to get that option with those handsets
david sandison: but this phone number is on contract....
Parth B: Yes that is correct
david sandison: if you send me a new SIM card with the number linked to that I need a handset to put the card into....the card needs to be appropriate to the handset I get....
Parth B: You need to only get an option with plain handset.
Parth B: Ys
Parth B: Yes, Sure
Parth B: I will help you with this Free SIM card with same number
Parth B: I have placed bar with that phone
Parth B: and now I am blaclisting that handset
Parth B: Thank you for your patience
david sandison: OK....so if I have to go to a VOD store I may aswell sort out the new SIM card and handset with them...you cant arrange a new handset for me...is that right?
Parth B: Yes, that is correct, because that replacement handset purely sells by Store only and being a service provider we can provide Free SIM card with same number.
Parth B: I am happy to confirm that the phone has been blacklisted on Wed Jun 29 2016
Parth B: Now if you wish I can order a new SIM with same number 078262xxxx will that be okay?
david sandison: Thanks. Final question....if I go to a store will thry be able to allocate a SIM card to the existing number and contract?
Parth B: Yes, of course, in that case I will be placing notes with this account and so you will be able to get free SIM with immediate activation
Parth B: They will check your ID card and unbar that SIM services and get that SIM activated as soon as possible
Parth B: I trust that will help you.
david sandison: please do that then and I will go to a store today. Thank you for your help. But please can you also reassure me that next time I ring 191 they will be able to find my account....?
Parth B: Sure, I am guiding you with that process as well. You can call us on 191 from your phone or 03333040191 from any fixed line phone, select option 3 and then 1 from Monday to Fridaybetween 8:00 and 20:00, Saturday between 8:00 and 18:00, Sunday between 9:00 and 17:00.
Parth B: Also,
Parth B: I would request you to click on envelope icon from this chat window and you will be able to get this chat transcript.
david sandison: OK...thank you for your help. Bye.
Parth B: Is there anything else I can do for you today?
david sandison: nope...cheers.
Parth B: Please feel free to get back to us in case of any other concern and we will be more than happy to help you 24*7.
Parth B: Good Bye, Take Care.
info: A copy of this chat conversation will be sent to david.sandison@nomura.com at the end of this chat. |
Talking about deeply troubled I am going to spend the next few days pondering whether or not I should go and run the Race to the Stones
again. I’m signed up for this 62.5 mile slog which starts a week tomorrow, but I am uncharacteristically ill-prepared ( not helped, in my defence, by having fallen out a tree a month ago), and a bundle of indecision. Any thoughts?
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