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> K700 Vodafone branding - senior level response
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I have managed to bypass the customer service operators at Vodafone and contact the Director of Customer Management. I have had several lengthy email exchanges with her, but the bottom line is still "b****r off". I'd be happy to post the emails if anyone is interested, but I thought I might post her email address so she can get a feel from all of you for the size of the problem. If her job is customer management, lets give her some customers to manage - she may find it easier to make the changes than to deal with hundreds of email protests.
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Posted: 2004-08-06 12:31:31
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Go on. Let's flood the mailbox...
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Posted: 2004-08-06 12:33:29
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Is there somthig up with the K700i on Vodafone?
I'll
NEVER have another Vodafone branded POS after having their T610.
DONT BUY VODAFONE!
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Posted: 2004-08-06 12:37:10
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We should also send her a list of links about Vodafone branding a what not from Esato.
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Posted: 2004-08-06 12:39:42
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I'd be fascinated as to the content of her emails to you if you could please post them!
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Posted: 2004-08-06 12:43:28
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My mates got the branded vodafone T610, he thought it was the bomb till i got my non branded one out and showed him the graphics and better menu functions...hes currently canceling his order. i refuse to go with Vodafone ever again, they sent me a letter saying your bill will be £1 extra from this month on...rang them, asked why and they didnt have an answer and tried to speel off loads of crap about customer care etc...i said so no ariel boosting or extra things for my tarriff...they said no so i said bye...never again! dont even offer half as much as 02 do!...i know they arnt the best phone Co. in the world but id rather be with them than be stiched up with voda.
[ This Message was edited by: d7jab on 2004-08-06 11:47 ]
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Posted: 2004-08-06 12:45:29
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@ d7jab
My thoughts on Vodafone are the same and i've ended up with a 02 K700i which is unlocked and completely unbranded. My last Vodafone phone was their lame excuse of a T610. what they did to that phone was un necessasary (poxy Vidafone Live! icon)
I'm very happy with 02 now and my K700i.
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Posted: 2004-08-06 17:10:00
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Vodafone's first response to my email:-
Thank you for making me aware of your issues with the K700i and I am sorry that you are so dissatisfied with the product.
This device is one of those in a series of models that Vodafone Group ranges around our global businesses with the added features of our Live ! proposition, content and features. Live! is a service that we have developed to add value for our customers and we certainly don't intend for it to frustrate by reducing the ease of use of the original model.
We are aware from other feedback similar to yours that the icon menu is not sufficiently user friendly and the usability is under review.
Our strategy is to hold one stock line of this model, i.e. the Live ! proposition version. Consideration is being given to holding both stock lines , but there is no conclusion on that point at this stage.
I appreciate you pointing out that our web site had the original product image displayed and this has been corrected.
The MP3 download function is not available until this September when Vodafone will have copyrights. The new software version will be made available to customers who have previously acquired the K700i.In the meantime there are over 5000 polyphonic ringtones available for this device on the Live ! menu.
I assure you that we do take all customer feedback seriously and that these matters are under review. I cannot offer you the manufacturer version of this device ,but I do hope that you will remain with us.
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Posted: 2004-08-10 12:34:13
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Typical corporate response! Pathetic!
Please people learn from this, they're never going to change so the only solution that will bother them is to NEVER buy a Vodafone again!
There's no reason to anyway as other networks have the same handsets & match tariffs.
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Posted: 2004-08-10 13:22:00
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My reply to Vodafone:-
Thank you for your response to the issues I have raised.
Let me respond to your points one by one.
Firstly, Live ! may add value for certain customers, but by no means all. My point is that having it forced upon us by dedicating 3 buttons and 2 icons is overkill. It also seriously compromises the functionality and appearance of the phone that I thought I was buying.
Secondly, you say that you don't have stock of the original version of the phone. I have been in contact with Sony Ericsson who tell me that they supply the phones to Vodafone in their original state and that you then customise them. Which of you is telling the truth?
Thirdly, the website image has not been corrected. You have changed the original picture of the unbranded phone for one that just shows a photo on the screen rather than the crippled Vodafone model. People will still purchase it believing it to be the original version and you will continue to get these sort of complaints. Customers do their research before making these purchases and will have seen many images of the original K700. Many, like me, will have downloaded the manual to examine the functionality in detail.
Finally, the MP3 issue is not about downloads. It is about the ability to transfer MP3 files to the phone and not only listen to them in the Media Player but also to use them as ringtones. As I said in my original mail, this is a key selling point for this and other new phones which Vodafone has completely removed. I do not want the ability to download MP3 files from Live ! and pay for them, I have plenty of my own I would rather use.
The sheer arrogance that Vodafone is showing over this issue astounds me. You seem to be willing to lose customers just to stand firmly behind your branding. Do you feel that a level of customer churn is the acceptable price of this strategy? Are you willing to lose me as a customer who has spent many hundreds of pounds with you over several years? It seems so.
I am not asking for a refund. All I want is the phone I thought I had ordered. It can't be that difficult
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Posted: 2004-08-10 13:26:03
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