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Customer service!

February 7, 2010

OK. Fair’s fair. I was pretty dismissive about Woolworth’s customer service. Then they went bust.
So, here’s the thing. When I see good service, I really ought to blog it.
My phone (a Samsung with touch screen, that was always a bit irritating) broke. This was the second time. I emailed Vodafone and they didn’t reply.
So, I emailed again and then found, to my embarrassment, that they’d sent me an acknowledgment email. Later that day I got a full reply which may have been standard, but was really well written.
I took my phone down to the Vodafone shop where I was surprised to find they employ grown-ups!
They bundled up my phone to send off for repair (they checked my account and knew it was under warranty) and when I tentatively asked about borrowing a phone…they said yes.
So that day, and the next, and the next, I got text messages on my (borrowed) phone to say that my old phone had been send off, that it was being assessed, that it was on it’s way back and, finally, that it was ready to be picked up.
So, on Friday I went to pick up the phone.
Problem. It was “moisture damage” and that’s not covered by the warranty.
Well, the thing is, my contract isn’t up until September which means they couldn’t offer me an upgrade until July. But then the staff in the shop suggested I used their (free) in-store phone to call Vodafone and see what ‘head office’ could do.
They couldn’t do anything. But the very nice man outlined the options – I could ‘buy out’ the rest of my contract. And he had some good suggestions about the kind of phone that might work (Blackberry, better than an iPhone!).
He also gave me another number to call (long story this, eh?).
The chaps in the shop gave me a phone to use. Well, the upshot was that they did (after a bit of ‘consulting the manager’ which salesmen know well) offer to allow me to upgrade immediately.
SO on Tuesday I take delivery of a new phone. The Nokia E63 which should do everything I need.
And what’s more, they’re giving me more minutes, unlimited texts and saving me a few quid a month.
Oh, I had to pay for the phone. “Two nine nine” said the girl on the phone…
Silence form my end.
“That’s £2.99” she said.
I’ll let you know if the euphoria lasts.

One Comment leave one →
  1. February 11, 2010 10:22 am

    just managed to see this on the Nokia – which is good. And able to type a reply despite microscopic keyboard and even smaller on-screen font. I can feel my eyes about to implode.

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