Bitter Chocolate / Vodafone India

1. Amitpal Singh
Mumbai
30 March 2020
NO Value Added Service
Vodafone Idea Limited / Mumbai / India
Just imagine that you have to pay for a product / service where it didn’t meet your
requirements. You feel CHEATED.
Here is my ordeal of frustration with Vodafone India. I used their service of 55181
(astrology helpline, you can consult an astrologer).
However, I got charged for calls that didn’t connect to the Astrology team and I ended
up paying 9 INR per call (failed at Vodafone IVR).
No one listened to me and I decided to port out after 4 months of fight with customer
NO SERVICE team.
Product teams / marketing are sleeping over such customer issues, here are my inputs to
Vodafone Team:
Product
• Pilot a product, how it is working
• Where the processes gets failed to create customer dissatisfaction
• Monitor how many calls are landing and getting connected with astrology team
• Find out call failure reasons (internal / external)
• What can be done to improve the product / service
Customer
• Listen to customer calls and understand why there are complaints coming in
• What can we do to gain confidence of the customer and compensate the customer
• Customer feedback doesn’t have option to enter free text (post call feedback)
• How many customer calls were of between 1 - 20 seconds and there should be refund
GEOLOGY FOR BEGINNERS REPORT 1

2. No matter, how many times did I write to them, nobody listened to me and I ended up
buying a new connection from Reliance Jio.
This is how you lose customers and their confidence.
GEOLOGY FOR BEGINNERS REPORT 2