Vodafone - A very badly managed company with dire service

Never fails...I need to download my bills every few months to do expenses. As was the same last time, the View My Bills section of Vodafone's website has some error scripting and no previous bills are available. This website always has errors...why don't you hire someone senior from American Express or another (better run company) to get the basics right?


The next logical thing, contact support. Already holding for 10 minutes, and surpise surpise the message "we're really busy at the moment, sorry for the delay" is played. Always the same...seems Vodafone customer services are always "very busy at the moment". Perhaps the message should be changed to "Sorry, we do not have sufficient agents to manage all our customer needs so instead we play an annoying message to try and irritate them. We are not very good at resource planning but never mind".


Now speaking with an agent. Sorry we cannot locate your account, we have two systems now. Tell me your account number and I'll try again." Still can't find it on the old system. Just trying something, please hold on. Now I've been dumped and am back on "we're really busy at the moment, sorry for the delay". This is unbelievable! The agent has dumped my call.


Finally someone who could find my account and send me bills (gather there is a small team of 5 taking rerouted calls on old accounts) - might have been good to be directed straight to this team. The agent here resolved the issue very quickly so thank you. More broadly, the executive/s responsible for the systems switch over should replaced - although complex to run, change management is a core management competency (as is programme/project management) and is sadly lacking here. A changeover in systems is not a new phenomenon, for Vodafone it has been a problem for a very long time.


I have already cancelled one number with Vodafone. I cannot wait to cancel my other 4 and take my £300-£500 of business per month to a company that is run properly. I also dumped my shares some time ago. Quad play? Get the core business and basics right first.