Vodafone employees in Italy are so racist, thieves and impolite/ ignorant.
THE WORST CUSTOMER CARE EXPERIENCE IN MY ENTIRE LIFE! I did not know that Vodafone employees in Italy are so racist, thieves and impolite/ ignorant.
They literally steal your money by lying over the phone and hiding the information.
During the whole process of getting a Wi-Fi connection, I felt they are discriminating against “I am being a foreigner to this country” because they made me solve many issues and go through so many troubles in order to get my connection up and running.
Let me tell you what these thieves have done so far,
I am a foreigner in Italy and I decided to get a Wi-Fi connection to my apartment from Vodafone so I went to the Vodafone store in “Via Ugo Bassi, 21/h-l, 40121 Bologna BO, Italy”.
13/07/2017- I went to above mentioned store and there was a representative name “Diego” who helped me out with documents and initially buy the connection. On the same day he gave me a regular Wi-Fi router inside a Vodafone bag, but he mentioned that it takes at least 15 working days to finalize everything and activate the line. At the same time he mentioned that “you do not need a technician to set it up so you can just plug and play once you will receive the activation email”, after I asked him “do we need a technician?”. Because, where I come from they always send a technician to setup everything, therefore I SPECIFICALLY asked him about the technician. After confirming that I have to pay exactly 30 euros (25+5other charges) monthly, I left the store.
14/07/2017- Vodafone sent me two emails from vodafone with subject “Riepilogo dell'offerta per la tua rete fissa” asking to confirm data in order to activate my line and the email was included a summary of my plan and all. I have attached a photo of it for your reference.
07/08/2017- I received an email from registrazione.190.it saying “conferma la tua registrazione” with a link included. So, I went ahead and confirmed it.
Then we thought we got the connection up and running (even if we didn’t check it physically because we had another connection at that time) But the biggest surprise came over the phone from the customer care lady saying “you must need a technician in order to activate the service”. Oh hellooo I was told I could set it up by my own and what is this all of a sudden?
Well, my roommate received the call while we both were on vacation in August to schedule a time for the technician visit, however the scheduled time for the technician to our apartment was missed due to miscommunication. But we never received a call from the technician nor from the customer care support on the day or after, the technician was supposed to visit. However, we didn’t have chance to use the Wi-Fi because we were on vacation.
24/08/2017- all of a sudden we received a text saying,
“Ti informiamo che per cause non dipendenti da Vodafone non e stato possibile attivare la tua linea fissa Vodafone. La SIM dati sara disattivata in automatico e ti ricordiamo, qualora fosse in tuo possesso, di restituire la Vodafone Station entro 30gg da oggi chiamando il numero 800.093.588 o visitando il sito assistenza.vodafone.it”
Of course after that I went to the same store to return the device because, otherwise they would have charged me more than 200 euros for not returning the device. Then, I asked Diego “what is the problem, we never requested a cancelation, why did they cancel our line WITHOUT ANY EMAIL OR ANY OTHER NOTIFICATION? ”. Diego replied me “I am sorry but I don’t know, all I can see from the system is the line is deactivated”.
So I went ahead and requested another new connection (had to go through the same procedure with documents again), after returning the previous unused router. Also, after he confirmed me that there will be no chargers whatsoever. That day also they gave me a new Wi-Fi router and told me it takes 15 working days etc. and I came home with confused mind because
1. They disconnected the line without notification.
2. They are not able to say why, how they cancel our line.
But when I came home from the store, I never received any email or notification about the new connection. Since, I don’t speak Italian I had to wait for my roommate to arrive home.
Then in September, we both retuned from the vacations and tried to use Wi-Fi with secondly issued router and it is not working we did not receive any emails or any notifications regarding the second new connection they issued us. We waited more than 15 working days for them to activate our line.
Then my roommate called the customer care and a guy called “Antonio” answered and he was very impolite and rude. He asked us, “so what have you done all these time and why you didn’t contact us if you canceled the line etc”. Then we explained the situation. According to him the second line was never registered on the system and never been processed either. When we mentioned that we have all the documents to prove, he agreed to send a technician but still he was so rude and raising his voice to us. One thing this person mentioned was surprised me, “THE PEOPLE IN THE STORE DON’T KNOW WHAT THEY ARE DOING, WE DON’T TAKE RESPONSIBILITY FOR THEIR WORK”. Well, I thought they work for the same company, may be I am wrong.
27/09/2017- Finally a technician came over to our apartment and activated the Wi-Fi connection. Since that day from around 4pm our Wi-Fi is working. So finally we got to use some Wi-Fi and relax until we receive this scary email on
03/10/2017- from fatture.vodafone.it saying, “Emissione fattura n.xxxxxxx”.
and asking to pay 327.96 euros with ridicules amounts of charges that they have never ever mentioned on the contact nor during the purchase.
04/10/207- (around 7.50- 8pm) We both were shocked and called customer care again (Antonio answered) and after arguing and explaining so hard he said “you have used the connection since 4th of August 2017 and requested a cancelation, so we have to charge for that”, so technically they charged us for internet for one and half months plus cancelation fee. Then we asked him to “show the proof of request of cancelation by us”, then he agreed to refund everything but 41 euros.
But why not 41? “Oh the system indicates you have used the connection from 4th of August 2017 so we have to charge for that”. Then we again told him what happened and then he said, “I cannot see anything on the system, all I see is you have used the connection from 4th of August and then requested a cancelation”.
This customer care people at Vodafone are very impolite, not well trained, don’t have an idea what they are talking or doing, no knowledge of the system they are working on and very disrespectful to their customer. I don’t think they know that they get paid because we use their services.
AFTER, ALL THE HASSLE WE STILL HAVE TO PAY FOR A SERVICE WE HAVE NEVER EVER USED FROM VODAFONE.
I know that Vodafone Company is struggling and their financial statements are doing very bad, but don’t you think that one of the reasons that you are doing badly because of these kind of customer experience?
Vodafone is not an ethical company and very discriminating. I am very offended by how you have been dealing and treating me.
My suggestion, DO NOT USE VODAFONE, USE SOMETHING ELSE. TRY USING SERVICES FROM THE COMPANIES MORE ETHICAL AND RESPECT THEIR CUSTOMERS.
October 4, 2017
Unprompted review