Epopeea telefonului la deblocat – sau cu ce ieri m-am enervat – Vodafone
|Ieri a fost o zi in care am avut un drum de facut cu doua elemente de “indeplinit”. Unul a fost un real succes, celalalt nu, ba chiar mi-a adus niscaiva nervi si nu doar mie.
M-am gandit ieri insa ca nu merita sa scriu despre ce mi s-a intamplat la Vodafone in ideea ca oricum nu se va schimba ceva, ca oricum e vorba doar de un caz – cum sunt multe alte cazuri pe chestiuni diferite – insa nu se schimba ceva pentru ca sunt si multi alti clienti care raman abonati sau au cartele si ca atare afacerea merge mai departe.
Si totusi din patania mea poate ca altii vor afla lucruri pe care nu le stiau – si ca atare daca tot ce mi s-a intamplat mie poate ajuta fie si o persoana atunci consider ca acest post a meritat.
Asadar.
Acum cativa ani de zile (4 sau 5 nu mai stiu exact) am luat pe puncte (ma rog, sotul meu a luat pe puncte, eu avand abonament la Orange) un telefon de la ei. Unul simplu, ieftin. Pentru acela, normal, era nevoie de prelungirea abonamentului – cu un an sau doi. Nu mai stiu care a fost perioada, suntem insa siguri ca ea a expirat intrucat la expirarea ei abonamentul a fost trecut pe cartela pentru a putea pastra numarul (cunoscut de multi prieteni si amici ai lui Andrei) el schimband reteaua si trecand la Orange. Totul se petrecea inainte de portare.
Dupa cum sigur stie toata lumea NU poti sa treci pe cartela un abonament atat timp cat te-ai obligat printr-un contract sa pastrezi acel abonament o perioada de timp t. Ca atare si doar din acest element era clar ca perioada de abonament a expirat si ca totul e in regula.
Buun. Sotul meu pleaca voios cu serviciul in Anglia saptamana trecuta. Ia acolo telefonul Orange cu roaming si ia si telefonul acesta Vodafone in ideea de a achizitiona o cartela Vodafone UK si a-si redirectiona telefonul fix pe acel numar.
Toate bune si frumoase – pana cand pune cartela in telefon si domnul telefon ii cere “parola subventii”. Ma contacteaza frumos sotu-mi drag si iubit, imi spune ce si cum, sun in Romania, evident, la serviciul relatii cu clientii. Culmea prind fara a astepta ore pe fir (sunam de pe un fix de RDS). Dupa preumblari prin meniul lor ajung si la discutia cu o operatoare Vodafone care imi spune ca da, telefonul e codat, dar nu pe Vodafone in general ci doar pe Vodafone Romania.
Buun. Ce se poate face – intreb eu.
Aflu ca exista o solutie simpla. Sa sun la colegii de la telefoane mobile. Imi da numar scurt, spun ca eu sun de pe fix si rog sa imi dea un numar de fix. Il primesc, sun din nou, imi raspunde intr-un final dupa ce ajung in ce meniu trebuie o operatoare si aflu ca exista o solutie. Sa ma prezint la unul dintre sediile Vodafone, oricare, si sa stiu modelul telefonului si colegii de acolo rezolva tot, ca primesc un cod de deblocare care se scrie pe telefon si gata.
Ati inteles da? Trebuia sa ma duc la un sediu al operatorului de telefonie mobila si sa stiu modelul telefonului. Atat.
Buun.
A doua zi plec eu la drum – dupa cum spuneam aveam 2 lucruri de facut. Prevetiv eu imi notasem si seria telefonul si tot. Ajung la magazinul Cocor la sediul Vodafone.
Acolo ii spun unui domn ce si cum la care el imi spune:
Sigur ca se poate debloca, trebuie sa aveti factura achizitiei telefonului si o sa va coste 10 euro.
O clipa. CUM?!?!?!
Tipa la care sunasem cu o zi in urma la telefoane mobile NU imi spusese nimic de vreo factura sau de 10 euro. Mi-a spus doar – la intrebarea mea – da’ online nu se poate rezolva, ca totusi omul are nevoie – ca nu, online nu se poate face.
Ca mica paranteza aici chiar trebuie sa ma intreb de ce ma mai mir oare ca nu se poate face nimic online cand vine vorba de telefonie mobila…
Sa revin. Ii spun tipului ca a lui colega la care am sunat ieri mi-a zis ca trebuie sa stiu modelul telefonului si atat. El zice ca se mira – ma rog ca e surprins ca nu mi-a spus tot. Dar ca e procedura, ca nu se poate rezolva din service, ca nu fac ei asta. Deci sa vin cu factura – chit ca e de acu’ 4-5 ani, chit ca ii spusesem ca fusese prelungit abonamentul si ca acum e cartela si ca se poate verifica numarul… – si ca mai platesc si 10 euro.
Vazand ca n-ajung nicaieri am plecat. Am incercat sa nu ma enervez tare pentru ca nu se justifica. Normal am sunat sotul care astepta codul de deblocare i-am dat vestea, s-a bucurat si el nespus.
Bineinteles ca pana acum nu scria si nu spusese nimeni ca telefoanele se pot debloca dupa ce li s-a terminat perioada de abonament obligatoriu. Bineinteles ca nu am gasit pe siteul lor informatia referitoare la deblocare – doar e site cu informatii pentru toata lumea, de ce as gasi ce ma intereseaza – daca doriti chiar va invit sa cautati si voi pe siteul lor “deblocare telefon” sa vedeti ce rezultate va apar.
Bineinteles ca nu se justifica deblocarea acelui telefon in aceste conditii. Insa pe un ger cumplit sa stai pe drumuri – mai ales femeie insarcinata cum sunt – sa ai informatii incomplete OFERITE De ei, de persoane care ar trebui sa iti spuna TOATE datele, si tu sa te trezesti ca stii poate maxim un sfert din cat trebuie sa stii – este inadmisibil.
Asa ca daca va luati telefoane prin programele de fidelizare, cand va expira perioada obligatorie de abonament mergeti sa vi le deblocati daca va intereseaza insa pastrati factura ca e musai. Si nu va luati niciodata dupa ce zice omul de la relatii clienti la telefon. Verificati cu un coleg al lui si apoi MUSAI cu cineva dintr-un centru.
Later edit: in urma acestei insemnari – promovata de mine si pe Twitter cu cc la contul celor de la Vodafone – am fost contactata de ei. Intai pe twitter (m-au rugat sa le dau exact numarul de telefon in cauza sa verifice) si apoi si la telefon unde am discutat mai pe larg. Le-am spus ceea ce m-a deranjat cel mai tare – si ca in final e vorba de asteptari create si neimplinite. Au verificat convorbirile avute – le-am oferit si numarul de telefon fix de pe care am vorbit ieri la Vodafone – si au fost amabili si am primit pe e-mail un duplicat al facturii pentru numarul de telefon in cauza. De apreciat asadar ca au raspuns.
Cel mai mare castig insa cred ca e discutia cu Laura si Lucian si linkurile oferite de ei, informatiile fiind intr-adevar de folos nu doar mie, ci si altora in aceeasi situatie, indiferent de operatorul de telefonie mobila la care sunt.
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