Aral Balkan: Historical Archive — Saying goodbye (to Vodafone) is hard to do

Saying goodbye (to Vodafone) is hard to do

Ah, the ongoing saga of great customer service from Vodafone! So I call my favorite people this morning to request a PAC code so I can move my number over to T-Mobile before cancelling my account. Their response? You'll have to email us. What? I can't do it over the phone? No, you need to email us. Hmm, let me see, I've done practically everything else over the phone until now, why can't I do this? Oh, because, it needs to be in writing. Oh, right! OK, that makes perfect sense now.

What a last-ditch attempt to make it more difficult for people to leave (or just delay the inevitable.)

Sad. And so transparent.

My personal congratulations to the slimy suit that came up with that particular policy. It's those tiny touches that really move me from being merely disgusted with a company to absolutely nauseous of it.

Comments

I think most netwrosk will make it at awkward as possible for you to leave. I hear Ikea are adding army type guantlets at the exits to all their stores too ;)
by Tink on 2006-10-12 13:41:32
I have tried to leave Vodafone many times, I recently requested my PAC code over the phone and they didnt make any attempt to stop me, they wouldnt give me the code directly of course, had to post it out to me which took 5 days, but they did do it. I was pretty determined at that point to leave and told them that I was going for an Orange deal they simply couldnt match so I guess they figured it wasnt worth trying to change my mind. Having said that they then offered my wife a crazy cheap deal which persuaded us to stay!
by chris jenkins on 2006-10-12 11:11:11
It's a much deeper, cultural problem than Vodafone. I won't bore you with similar stories of SBC here in the States. I think it's a required course in MBA programs- "Parasitic Buisiness Models". It's expressed so relentlessly in so many ways it's like background noise that goes unoticed. Contempt for the consumer is the unspoken philosophical cornerstone of many large buisinesses. The same prinicipal is applied to politics- for the most part we the masses have been effectively bludgeoned into submission.
by Matt Gates on 2006-10-12 22:27:26
I wonder, if they have documented studies that show such methods actually benefit their business? Because I would think not. I mean, have you ever gone back to an annoying clingy desperate bitchy girl/boyfriend??? hah!
by LEE on 2006-10-13 23:08:41
This topic, makes me think there should be a good forum/site dedicated to intelligently categorizing businesses, their products, with reviews categorized by the type of review, such as product performance, tech support, customer service, etc. And if there is, it needs to be more highly publicized, please. Accountability
by LEE on 2006-10-13 23:12:53
My personal experience with vodafone: I call them asking for my PAC code. They tell me they'll mail it to me and I'd receive it 1 week later, and I get a call from a customer service department trying to get me to stay the next day (I was pretty determined to leave, though I did feel a little sorry for them). Next week, no PAC code, same thing. Except this time with *much* less patience. The following week, *still* no PAC code and I demand it over the phone. They finally give it to me after making me sit through them trying to offer me various things for 15 minutes ("will you just give us a chance to talk?"). The week after I get my bill, which was posted *after* I requested for my PAC code both times. I cannot believe such a well-established company can stoop so low. Does anyone know of any complaint procedures?
by KT on 2006-11-17 05:50:55
I transferred my number from Voda to T-Mobile - no problems at all. I called customer services and had it within 3 minutes. Then I called T - Mobile and it was all done within a further 3 minutes! Both people were very friendly too - I guess it just depends who you speak to.
by Andy on 2006-12-13 09:14:47
My goodness. How is it possible to get it in 3 mins. I have just got off the phone after 22 mins still with no PAC code for the second time. Seems that the Vodafone I use, it will take the manager an entire half a day on Monday to get my PAC code!!!!! I have never experienced such shocking customer service in my life as I have over the last few months from Vodafone. It was so unbelievable, I kept expecting Jeremy Beadle to pop up and tell me it was all a big joke.
by PW on 2006-12-16 17:51:39
[...] Recently, I very publicly moved from Vodafone to using a Windows Mobile phone on T-Mobile because it was the only mobile internet solution available to me in the UK as a Mac user. Here’s an update on how the past few months have been with T-Mobile and my Windows Mobile Phone (the MDA). [...]
by Missing the sync at Aral Balkan on 2006-12-19 13:36:37
6 weeks later I have a pac code and now they want me to pay for the line rental for the period when I've been trying to leave. Has anyone else had this and how do I get out of paying it!! Can I complain to OFCOM??? I'm now waiting for a manager to call me back, they obviously have a high number of complaints as it's going to take up to 48hrs... tut tut Vodaphone!!!!
by gazzathemazdaman on 2006-12-20 18:51:40
Having problems with Vodfone they will not give me PAC code after 3 weeks even though I have paid a fee. Now they keep calling asking why I am leaving them. Will not be going back to Vodafone and would not advise anyone to go to them
by john turner on 2007-06-28 15:07:45
i tried mailing vodafone asking for my pac code bt they havent replied yet
by aza on 2007-07-31 13:17:43
Just started the process of changing from vodafone to T mobile. After 10 minutes of them trying to keep my business and really not listening to what I was saying they agreed to send my PAC code. It will take 3 days which I was told was standard procedure. Watch this space!
by Jane Austin on 2007-09-07 09:43:05
For the past eight weeks I have been trying to obtain an unlock code for a mobile phone from Vodafone so I can switch. Vodafone (a) after six weeks of regular calls and emails to them claimed I already had it, and (b) after eight weeks gave me an unlock code which was invalid. Now they are saying they will start the whole process again of contacting the manufacturer (Sagem) for the code, but I may have to post the phone to them. I have wasted a fortune calling Vodafone over this period to acquire my unlock code and am still no further forward. Can't help feeling rather cynical about the money they make personally through getting you to phone them on an 0870 number too. Over this period I have received two PAC codes (as they only last a month before expiring) - looks like I will have to ask for another one soon.
by Gill on 2007-09-12 16:54:01
no problems at all 3 mins and got my pac code just be polite at start of conversation goes a long way
by a jones on 2008-06-21 10:29:18
According to the OFCOM website "All mobile phone companies have agreed to transfer a customer’s number within 5 days of being asked to make the switch" http://www.ofcom.org.uk/complain/mobile/company/porting/ I think this means you are justified in complaining to OFCOM if you haven't received your PAC code within 5 days of sending your e-mail (in this day and age its safe to assume that the email will arrive very soon after it is sent) I've already encounteded Vodafone's "stay with us" folk - who basically systematically dissed the iPhone - when I first enquired about moving. Vodafone seem to employ specialist staff in this role: the chap I spoke to was exceptionally well briefed. Its fair enough to try once, and the chap gave me some good information, but if they keep stalling now I've made an informed decision I'll get cross and be less well disposed toward Vodafone in the future. I'll keep you posted on how it goes.
by Sal on 2008-01-21 11:31:39
i have been battling for 5 weeks to get my PAC code, i phoned up customer services tonight only to find that my addess has changed to an address in FRANCE?? ive never been to France (i think it was done internally),this meant i never got my bill(france address)so i cannot pay it. Im not in a contract with vodafone and I be sending them a 30 day notice to cancel my account. I HATE PHONE COMPANIES. rant over
by Jim on 2008-01-16 20:49:07
It took me two weeks and countless calls I now have the Pac code however it has only half gone across to 02, I can make calls from my new iphone but all incoming calls go to the Vodafone card. I now believe they are doing this on purpose as I gave back their useless blackberry storm with a battery live of 5-6 hours.This i a business number which I cant afford to lose. OVER THE LAST FOUR DAYS I HAVE ALREADY SPENT TWO HOURS ON HOLD WITH MORE EXCUSES THAN I CAN TAKE. Vodafone are the by far the worst experience I have ever had from a company APPALLING!!!!! they will get nothing but slander from me. not that these large companies give a dam, that's the problem we have now.
by Tom on 2009-03-01 11:19:45
Update: I requested my PAC on Sunday, now it's Tuesday and I just got it by phone and had it confirmed by text a moment later. 0808 0945945 seems to be the key, folks. Both the people I've spoken to have been very helpful. Good luck all.
by Jools on 2010-10-19 08:45:20
I called Vodafone yesterday, asked for my PAC, was told it will be sent by post, but it will appear on their system in about two days so if I phone on Tuesday I can get it verbally. If it helps, they have a direct line for number porting: 0808 0945945. YMMV, but so far they've been very helpful and I'm optimistic of getting my code in the next couple of days.
by jools on 2010-10-18 09:13:25
Congratulations to whoever found the secret number. I phoned, said I didn't like the tax policies of Vodaphone and didn't want any discussion, and got my PAC over the phone. Looks like I am not alone in this as there seemed to be a certain air of resignation at the other end. Try the Phone Coop, they are a good supplier.
by kivill on 2011-03-03 17:04:06