Mail to Vodafone (complaint made on Feb 5, 2015)

With great regret I have to reach out to you, as through normal defined customer resolution process, my problem was not getting addressed and resolved.

Short summary: 

I have been wrongly given 2G plan instead of 3G, because of vodafone's website issue, I need 3G asap, if you dont want to go through the pain of reading the entire email (which has memoirs of my frustration), please change the wrongly given 2G by tomorrow first half, else I will pay for 3G and ask for reversal) If this message is not enough for solving my problem, please be happy to help by reading the below mail.

Background of my problem

Mobile: XXXXXXXXX

1) I am a ardent user of Vodafone 3G, you can check my usage history, never has there been a single minute when I was not on 3G, my business is dependent on 3G and I primarily use this number for 3G purpose only.

2) As normally I do my recharge online, I went to google, went to quick 3G prepaid recharge link of vodafone, where the plan for 1GB of 28 days validity was available at 249, i clicked buy now, pay through debit card and complete the quick (quickest) recharge. 

3) Suddenly to my shock, I got a SMS "2G activated", and then in minutes my 3G was disabled.

4) I called up your call centre (198- complaints number) which is of no use (God knows why the centre is built if they cant resolve customer complaints, if I have to finally mail for my problem to get resolved)

5) After 3 levels of escalation and 50 minutes of head-banging with your call centre guys (In that span the glucose level has gone down substantially), they finally accepted that they understand my problem, that I was not given an option to select the circle and the circle was by default printed in small letters in one of the corners (which was not a Mumbai circle) (Now dont' tell me that you expect customers going to quick recharge(quickest!) to read each and every line of the page. And hence it was Vodafone's website issue which by mistake selected a wrong circle and instead of doing a 3G recharge(which I had opted for) it did a equivalent recharge of 2G (just because in Mumbai it costs 249, and I paid 249)

6) So I asked them either to debit Rs2 extra and give me 3G (because thats what I use since years!! I am not at all used to 2G and never in my dreams I would opt for 2G, unless I am out of pocket, which I hope not to be)

7) Rehan the floor manager then told that he is the final line of call centre beyond which there is no manager, so if he cant solve nobody can, however he told he will try to solve the problem in 48 hours (mind you, he accepted it is vodafone's fault) and still it will take 48 hours when I cant live on 2G for 4 hours during office 

So I told him to convert it to 3G(which he couldnt) or I pay right now again, you reverse the amount in 2days(which also he cant) and then Vodafone says ironically "Happy to help"... i dont know who, if not a regular revenue generating 3G customer who has been with Vodafone since almost 9 years???

8) Sadly (even more sad than "Saddest movies which will make you cry? http://www.imdb.com/list/ls000558240/), the phone which was going on for 50 minutes, in which Rehan had finally agreed to transfer the call to his manager (whose existence I am not sure of), got DISCONNECTED

9) 

10) Yeah that above blank point is deliberate, if you dont understand what I mean, I still called the 198 (coz by then I was out of wits!), after explaining three guys that they cant solve my problem I still couldnt reach rehan, however sushil who is of same cadre told that I would be happy to solve your problem, but his hands are tied as he has not authorisation to solve the problem, God knows again why you have call centres who either direct to Vodafone store(which by the way is also of no use due to my past experience), or ask to email which takes its own leisurely time)

God save customer service, where art thou?? why give pain to customer and why not just delight him with service at the first level, why he has to go through so much pain and still might not achieve what he deserves. I sometimes wonder why Mary Kom is your global brand ambassador, I think you haven't yet learned from her!

This is not first time I have been given such bad experience, its done time and again, I expect quick resolution and no less! Please dont let this be last nail in the coffin of this dying customer and let it be a magical pill saying "I do care about my customer and I can go to any length helping the customer who has no fault" Please show you are happy to help!.