We all use mobile phones & internet services on mobile phones and we all have some disagreement or the other with respect to the way operators bill our usage. This post is not to cry hoarse about one particular billing incident, but, to share the extent to which, a mobile operator can blatantly take a consumer for a ride.
It would be quite obvious from the title that am referring to Vodafone, a company which indeed has envious coverage across the vast geography of India and most of us would vouch for that. However, while most others would want to make a quick buck by over charging in quantities and by means not easily detectable, Vodafone chooses to be upfront, unabashed and non-chalant about fooling its clientele . Imagine, this so, for a corporate connection!
While, it has a financial implication for me, I found it rather amusing for an organization of this stature & size to be as short sighted about business. Here goes my experience
I] It all began with a bill of INR 8509/- for my number in the month of Jan’15. Well, rather surprised, I checked to find out that it almost entirely comprised of internet charges.
II] So, I checked with them, about 2GB of usage out of the entire 4GB billed, was over just the last 8 days of the billing cycle. Surprisingly, I was working for the entire 8 days for 15 hrs a day(in a product launch) and was on company wifi all through.
III] As if this weren’t enough, am using a 2G connection. So, Vodafone essentially has effected a bill for 2GB data usage on a 2G connection in 8 days, which, I must most certainly have used while driving to work or back home or more interestingly, while sleeping(15 hrs at work, I have been on Company Wifi)
IV] In over 18 months prior Jan’15, the bill hasn’t even crossed 8% of the current bill amount in any month, which is further surprising.
V] In the same month of Jan’15, Vodafone billed me INR2000 of internet charges for my other number on which, I do not even access internet(services inactive). More interestingly, I paid off the same to save the hassle I am in right now, possibly building their hopes of having any random bill charge paid off!
VI] Despite repeated complaints, Vodafone Customer Care(Am sorry, am assuming, the department still operates) didn’t bother to call me once, however, their credit department finds time to call me 10 times a day to update the credit limit breach(So Sweet).
VII] Hold on, the irony doesn’t end here. Now I receive 10 calls a day from their sweet and concerned Credit Department(today they blocked my outgoing calls, Whoa-"proactive" them!) every time promising that their Customer Care Team would get in touch with me(Possibly poor guys might not be aware that the department closed?)
VIII] And am left wondering, why was my limit augmented to this extent as per personal whims and fancies without any payment or concurrence on my part!(Maybe, they had a policy change and formed a credit department recently)! LoL
IX] Fact remains, Vodafone is amply clear that phone numbers are very important to people and hence, they wouldn’t bother or have time to bother about excess billing and pay it off. Besides, non payment would be a negative CIBIL contributor. Hence it is apparently non essential to bother addressing the customer query even once for the customer has no choice, but to pay or so, is their assumption!
X] Like I paid off INR 2000 bill for my other number without contesting, if the number is really important to me, I may do the same for this amount too. However, fact of the matter, is the grossly appalling conduct of Vodafone in blatantly overbilling and "do what u can" attitude of Customer Care not bothering to make a single redressal attempt which prompts me to wonder, how shortsighted can a company get in the current competitive space!
Pennywise Pound Foolish - Here’s the thing, I am not as much pissed off about the bill as much about the "I will fool you in your face and not give a crap - do what you can" attitude from Vodafone! Nevertheless, I have discussed and realised that 4 of my colleagues have been similarly cheated and hence, will request a couple of organisations to reconsider their tieup(mine is a corporate connection & give me some credit, I carry some leverage):-)
Nonetheless, for Vodafone, I need to say, please try to be a bit innovative in cheating the clients, coz no one likes to feel cheated outright and seem helpless upfront. This constrains consumers to make time for you and prove how terribly short sighted you are!
As for my friends, I would request them to keep off Vodafone internet services, if you must use it, go for an unlimited pan(Psst, give them an avenue lesser to fool you);-)
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Latest Update: I thought I found a ray of hope when I found an online chat module available on Vodafone website for complaint redressal. So, I asked to be provided with details of websites visited and materials downloaded that the billed usage comprised of, Was made to wait for about 20 mins and Voila . what do you have for a solution! An advice to view usage from the detailed bill . Hahaha . The detailed bill just mentions Vodafone Mobile data charges and no particulars of the said browsing or downloads.
So, In conclusion, I faced the mirror, chastised myself for the silly attempt(should have known better!), thanked the lady on chat profusely for assisting towards nothing. Decided that the cell phone number was indeed important for me, got listed in yet another of their preys by paying off the unjustified levy and immediately started the procedure for porting both my contact numbers to a different mobile operator with a renewed commitment of having at least one of their corporate tie ups cancelled as a selfless service to the unmindful fellow corporate employees.
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Hence, the Penny wise Pound Foolish story. Feel free to draw your inferences and take your calls from the above facts shared!