There was this day when I lost my mobile and I had to go to Vodafone store in Goregaon Mumbai for replacement sim card. After giving me sim card replacement they offered me matching number(the only reason to accept the offer) to me under 199 post paid billing plan with 2000 seconds free with free gift of watch/bag/jacket. I accepted the billing offer. The first bill was perfect. The second bill was fine too. Since postpaid always turns out to be expensive than prepaid for low usage customers I decided to convert the post paid to prepaid. Again I visited vodafone goregaon east store for conversion.
Where Mr. Manish was trying his best to make me avoid the conversion as a last resort he offered 9000 seconds additional free under the same 199 plan, and promised the same would be effective in 4 working days. As it is the norm when customers who come into the store leave when they are verbally assured of their problem getting solved. So trusting the VODAFONE name I didnt take the Request Reference no.(my biggest mistake). When my next bill came the promised scheme was not appearing in the bill. I visited the store again where I explained one Ms Bijal that I was promised this plan. She checked and said no such request has been made. Then I asked her to take the request now and implement it. And also give me a credit for one month because vodafone didnt activate that plan. She politely said she has taken the request for giving me additional 9000 secs and also a credit of 100 rs in my next bill.
The next months bill too didnt have the additional seconds I was promised. I again visited the vodafone store and explained the issue to Mr. Iqbal. Who said they were sorry for not activating the promised plan and he will ensure it will be done in 4 working days. This time I took request numbers for both taken by Bijal and Iqbal.
Then next month bill as expected didnt have the promised free seconds. I again visited vodafone store and Mr Abhijit handled the request and same story after saying sorry they agreed to provide 100 Rs credit for all previous three months where their service was delayed. And also the 9000 seconds will be effective from next months bill. I insisted on speaking to the store manager ms Anshika who promised it will be done in 4 working days for plan activation and credit of 100 for three months.
Couple of days later I received a feedback call from vodafone about their services which I said was pathetic because of billing issues. And he explained your request has been taken for additional 9000 seconds and also a credit of 100 Rs. But to my shock he said your plan has been changed to 299 and on that plan you will get credit of Rs 100. And from 4th month onwards you will pay 299 monthly rental.
This is how they managed to retain the postpaid customer for around 6 monhts (which I guess would be their target) and also managed to get more revenue for the six months for the bills I paid without the offer. Additionally they have not actually given me a credit they just increased the plan from 199 to 299 and said they are giving discount of 100.
My friend had warned me against going for Vodafone billing but I acted otherwise just by sheer trust and the brand name that was Vodafone.
This incident is enough for me to change from Vodafone to any INDIAN mobile service provider when number portability is implemented. Atleast the money I pay will stay in India and not go to foreign country