TO WHOM IT MAY CONCERN Dear Sir/Madam: I am submitting below the details of lackadaisical attitude & poor services by Vodafone

meted out to me on my purchasing a new UBS stick (mobile broadband; subscriber no - 9830174123) and request you to kindly suggest suitable remedies: With a view to purchase Vodafone Mobile Broadband 3G USB Stick for my laptop I called the customer care no and eventually talked one of your customer care executive named Dipti Sarkar (Contact No +91 33 7171 1595) on last Saturday 02.11.2013. I agreed to take a plan of 8GB for which the monthly rental is 1280 + service tax. According to her I got the verification call at the following mobile no: (916 391 7418 Airtel No) and she assured that within 2 hours a representative would come to hand over the new USB stick and to collect the following documents necessary for their formal documentation purpose. Within few hours of this discussion, one of your executive (Mr. Gopal Chatterjee Mobile No: 9874465915) visited our home on 02.11.2013 with the device whose no is as follows: 9830174123. He got the required form filled up in my name, collected all relevant documents, address proof, photograph of mine and got it signed by me. A cash payment of Rs. 999/- was made to him on good faith, for which he issued cash receipt no: CKOAK538974 dated 02.11.2013. The rental plan agreed upon was as mentioned above and he also assured of sending one representative on Monday 04.11.2013 to install & activate my connection. But to my utter dismay nobody turned up on Monday the 4th November, 2013 and I repeatedly called the customer care for the remedies only to listen that I am not reaching out the concerned authority. Either they were saying to call to a different number or to go to the nearest Vodafone outlet to activate my connection. I was totally flummoxed as to what needs to be done to activate my plan. I would also suggest that some higher degree of responsibilities, understandability and carefulness must be exhibited by your customer care executives and they should act their age instead of giving us the creeps! I hope I am not barking up the wrong tree to get a resolution at your earliest convenience. As per the fact stated above, kindly advise suitable remedies and whether we can ask for provided the connection is not activated: - Cancellation of the facilities (mobile broadband USB stick)? - Refund of full amount paid for the device? - Compensation for harassment meted out to us? Your early action in this regard would be highly solicited. My coordinate are listed below. Please feel free to touch base with me in case of any concerns. Unfeigned Regards

Sumanta Biswas Cell 9163917418; Land Line 26545705 Email sumanta.biswas@gmail.com

Corporatecare.Kolkata@vodafone.com
8th November 2013 From: Sumanta Sarathi Biswas [Vodafone 3G Dongle Subsriber] To: Vodafone Kolkata Corporate Care Complaints Department Kolkata

To whom it may concern; Dear Sir/Madam: I am writing to you today as I am a Vodafone customer who is completely at the end of his tether as your service is giving me the creeps. I am submitting below the details of lackadaisical attitude & poor services by Vodafone meted out to me on my purchasing a new UBS stick (mobile broadband; Subscriber No - 9830174123; IMEI 865246011334771) and request you to kindly suggest suitable remedies: With a view to purchase Vodafone Mobile Broadband 3G USB Stick for my laptop I called the customer care no and eventually talked one of your customer care executive named Dipti Sarkar (Contact No - +91 33 7171 1595) on last Saturday 02.11.2013. I agreed to take a plan of 8GB for which the monthly rental is 1280 + service tax. According to her I got the verification call at the following mobile no: (916 391 7418 Airtel No) and she assured that within 2 hours a representative would come to hand over the new USB stick and to collect the following documents necessary for their formal documentation purpose. Within few hours of this discussion, one of your executive (Mr. Gopal Chatterjee Mobile No: 9874465915) visited our home on 02.11.2013 with the device whose no is as follows: 9830174123. He got the required form filled up in my name, collected all relevant documents, address proof, photograph of mine and got it signed by me. A cash payment of Rs. 999/- was made to him on good faith, for which he issued cash receipt no: CKOAK538974 dated 02.11.2013. The rental plan agreed upon was as mentioned above and he also assured of sending one representative on Monday 04.11.2013 to install & activate my connection. But to my utter dismay nobody turned up on Monday the 4th November, 2013 and I repeatedly called the customer care for the remedies only to listen that I am not reaching out the concerned authority. Either they were saying to call to a different number or to go to the nearest Vodafone outlet to activate my connection. I was totally flummoxed as to what needs to be done to activate my plan. After painfully waiting for 4 days the plan ultimately got activated on Friday 8th November, 2013 but I was stunned to discover the speed is beyond slow and it is becoming virtually impossible to surf the net and checking mails with this kind of slow connection. With a monthly rental of Rs. 1280/- this kind of speed is simply not acceptable. As per the fact stated above, kindly advise suitable remedies: - Please resolve the problem at your earliest convenience so that I can get the 3G speed as promised by you at the time of purchasing the connection

- Cancellation of the facilities (mobile broadband USB stick)? - Refund of full amount paid for the device? - Compensation for harassment meted out to us? To wrap up I really want to remain a loyal Vodafone customer but I am exceedingly frustrated by the speed that I am getting for my rental plan of Rs. 1280/-. I beg you to reconsider how you treat your customers and *reward* us for our loyalty rather than punish us! Yours in frustration, Sumanta Biswas Cell 9163917418; Land Line 26545705 Email sumanta.biswas@gmail.com

Yes, I know I'm being grumpy, but this just rubs me the wrong way so I figured it was time to do something about it. Below is a copy of the letter which I just mailed to Vodafone Complaints (yes real physical mail as their help desk recommended).

10 October 2007 From: Adam Shand [personal details removed] To: Vodafone NZ Ltd Complaints Department Private Bag 92161 Auckland To whom it may concern; My wife and I have been Vodafone customers since we moved (back) to New Zealand in 2003. In general we have been happy with the products and services which you have to offer. Recently you sent me email suggesting that we consider changing our plans to your new Mega and TXTer plans. The bestmate option sounded like it would suit my wife and I perfectly and I went to your web site to find out about changing. I was stunned to discover that after being a Vodafone customer for over four years, in order to change my plan I had to re-commit for an additional 24 months contact!??! I simply cannot believe that you would try and lock a loyal customer into a two year contract simply for changing plans.

Even though I have no interest in changing my mobile provider, by forcing me to commit to a long term contract in order to change my plan, you guarantee that I will now investigate the offerings from the other mobile providers. Why would you do that? Please understand that 24 months is a long time in the real world. In that time I could be overseas or I could have changed jobs and no longer require a personal cell phone. Coincidentally, I was also interested in purchasing a new Nokia N95 mobile. Out of curiosity I phoned your support desk to verify that I had understood the 24 month contract requirement correctly (they assured me that I had) and to ask if by purchasing a new phone through you if I could get around the requirement for a new contract or at least get a discount on the phone (like a new customer would). They said that no such offer was available. I encountered a similar lack of respect for existing customers when I went to sign up for your business plans earlier in the year. While I was investigating your plans the sales person informed me that non-Vodafone customers who sign up for a new business plan get $500 towards a new phone, while existing Vodafone customers get nothing other then locked in to a 24 month contract. At the time I didn't have the time to formally complain, but it did stop me from signing up with Vodafone as a business customer. To wrap up I really want to remain a loyal Vodafone customer but I am exceedingly frustrated by your attempts to lock me into a long term contract. I beg you to reconsider how you treat your customers and *reward* us for our loyalty rather then punish us! Yours in frustration,

Adam Shand. PS. While I'm at it, why can Telecom NZ and Vodafone AU keep the clocks on their customers mobile phones on time, but Vodafone NZ cannot?

This letter is a little on the long side but is well worth the time it takes to read for the brilliant ending. It was written by a Mr. Jenkins. I havent been able to track him down so, if you know Mr. Jenkins, tell him to get in touch with DCR so we can pat him on the back.
Mr Nick Read Vodafone CEO Vodafone House The Connection Newbury Berkshire RG14 2FN 21st February 2008 Account/Mobile Number 07********2 Dear Nick I am writing to you today as I am a Vodafone customer who is completely at the end of his tether. I need your help Nick. Ive started dreaming about you. I wonder what you look like; I wonder if you really are the savior of Vodafone. I want you to be Nick, but then I check my inclusive minutes and I realize you are not. I check my voicemail to see if Vodafone Business Relations have called me back but they havent Nick. They havent called me. Its all been a dream and I want to die. I loath writing Nick, it real gets to me, but on this occasion I have to. I have to write to you because the alternative is committing suicide, a suicide which you would be reading about in next months Mobile News magazine.

My suicide note would burn onto your minds retina like an overheated Nokia 6120, the words would jump from the page and into your soul, all constructed via T9 predictive text, and you wouldnt be able to erase me Nick, the message would be there for good, in your cerebellums inbox. You see, for 5 months now Nick, I have been in a communicational conundrum, a sort of Newbury Hell. 5 months ago, I ordered 15 phone lines for my business. I already had 5 lines with you as I had been with Vodafone for as long as I can remember. I was a customer with you when Chris Gent walked through those pearly Banbury doors, all smartly dressed with nothing but hope in his heart and an Ericsson T29 in his pocket. Times were great then Nick, you even managed to send my bill on time. I loved those days. Anyway, I digress. I wanted a Sharer Plan; I needed on average 3000 minutes per user, so for 15 users I needed 45,000 minutes. I also needed them on 12 month commitments and free calls to 0870 numbers. I was promised all this Nick, the world was my oyster. Vodafone was my Morrissey and I was a young Russell Brand, all gushing with enthusiasm and gusto, but with sexual tension replaced with 500 texts free every month. We were flirting Nick, Vodafone and I were courting and there was nothing the world could do about it. You wanted longer commitment, but I couldnt give it, you said 24 months, I said no, give me time, lets take it slow, lets not rush into this, I want to give you my heart but Im unsure how Google Maps works on the Nokia N95. We agreed on 12 months contracts. Next up was the plan, now Im no Shakespeare Nick, but I would proclaim to have a certain grasp on the English language, so when I uttered the words, I do not want 3000 minutes fixed per phone; I want the whole 45,000 minutes to be shared between the 15 users, I stupidly assumed that Vodafone would understand this, but in hindsight, I now see that this was all too much for Hayleigh Hegar and Jenna Bird to comprehend.

I mean, they barely could grasp the concept of phoning people back, and as for e mail, well; this alien concept was lost on these two. I often sat back in my genuine simulated leather office chair and wonder if I was actually calling Vodafone, or was I being rerouted by some fickle finger of destiny through to a parallel universe, where anything you ask or request engenders the respondent to lie and say the complete opposite of what is actually going to happen, a sort of Alice in Wonderland rabbit hole, without the tea pots. You see Nick, after the first months bill arrived, I couldnt wait to open it. The morning it turned up I was like a little boy at Christmas, all exited and red faced. My wife even commented that my cheeks looked like the little Vodafone logo, you know, the one which look like a speech bubble. The irony only added to the moment Nick, it was heaven. There it was, in a white cardboard box. It looked like a well organized letter bomb. I couldnt hold it any longer. I wanted to see my savings, I wanted to open that letter bomb Nick and I wanted the savings to jump out of the page and blow up in my face like corporate Anthrax. I ripped the highly emissive carbon paper and there it was Nick, there it was I was overcharged 500 because I wasnt on a sharer plan. My heart sunk. I retreated to my simulated leather chair Nick and I began panicking. I began panicking Nick because I thought, God, if Hayleigh Hegar and Jenna Bird have got this wrong, then theres no hope. We are all doomed. Vodafone is going to become a massive corporate tennis ball, bouncing around the globalised courts of all 5 continents, stealing money from the pockets of honest paying punters while returning that money to the greedy shareholding ball boys and girls. I was livid Nick, and I dont even like Tennis. I immediately contacted my Vodafone team. Team 26, such a bold sounding group, it conjured up images of robotic men in black suits huddled around a control station, manfully directing proceedings like a mini FBI, but this wasnt the FBI Nick, this was Vodafones Customer Service; a group of young bucks floating through life, unable to

decide if they should find a real job, synchronize their Blackberry, or face the relentless realization that they have become a number within a number. That number was 26. Imagine growing up, and all the fervor and energy of a young child, all enthusiast and eager to learn. Think back Nick, think back to when you were a small child and your ambition was bursting out of you. Then fast forward 15 years. Imagine being part of a team called Team 26. It would make you want to stick pineapples in your eyes. I spoke with Hayley Hegar to raise my concerns, after some verbal altercations, I was escalated to a woman called Jenna Bird. I love the word escalated. Your organization uses it so sporadically you feel you are being lifted from you feet and elevated to a different stratosphere. In the space of 4 months, I have been escalated to no more that 7 people. I dont think it gets much higher than this Nick, Im walking on the moon, Im walking on sunshine, Im free as a bird Nick, Im singing in the rain. No, wait a minute, Im not, and Im actually walking on broken glass. Im walking on broken glass Nick and there are shards of glass covering my bloody feet. Im walking in sheer pain and Im heading your way Nick. Im heading your way and I have shards of glass and in my soles and they feel like 1,000,000 prepay simcards with no talk time. Jenna Bird took 2 months to tell me everything I knew already. 2 months had gone on, and more money had been extracted manfully from my bank account. Then, like the parting of the red sea, a miracle arrived in January, like a time delayed Christmas present from Jesus Christ. The marvelous, reclusive, evasive and sprightly Jenna Bird arranged a 2000 credit on my account. I nearly s**t myself with surprise. A breakthrough I thought. A breakthrough of such magnificent proportions it felt like I had won the lottery. Or had I?

I checked my ticket, yes, I had the first 5 numbers Nick, and it was looking good. Lancelot spun round like a spin dryer in a hedge fund, I waited Nick, I waited for the confirmation, all I needed was the number 1 Nick, here it comes Nick, here it comes. Number 26. I couldnt believe it. Jenna Bird had escalated me to a man called Paul Bolton, and this is where it gets interesting Nick. My lottery win had all been a mirage. Smoke and mirrors awaited. This is the exact timeline of events. Bearing in mind I had at this point been waiting 16 weeks for this to be resolved: Jenna Bird escalated this on the 5th January to Paul Bolton. She arranged for a 2000 credit on my account to cover the January bill. Paul Bolton was meant to call me by the 9th January. He didnt. I called Vodafone on Monday 12th and was told he would call me that week. He didnt. I eventually got hold of him on the 21st January. He apologized and said he would resolve my queries this week. He said he would phone me everyday to give me an update. He didnt. I phoned Monday 26th January, and was told that he had been in an accident, and wouldnt be in work that week. I was then escalated to a woman called Kim. She apologized and said that she would be dealing with this, but would need some time as she did not know anything about the case. I spent an hour on the phone to her explaining everything again. She told me she would resolve this and come back to me by the end of the week. Guess what Nick, she didnt.

I called again on February 2nd. She apologized again and told me that they didnt do a sharer plan anywhere near what had been offered, but she might be able to pull off something special. She told me someone would be calling me later that day. Nobody did. I phoned her again on the 3rd February and again she apologized. Later that day a young lady from Vodafone sales called me, and wait for this Nick, she called me to offer me a standard sharer tariff of 48,000 minutes for 2300 a month. After speaking to Hayleigh Hegar, Jenna Bird, Paul Bolton and Kim, and when they all knew my problem was the fact that I was promised 45,000 minutes for 990 per month, I then have to suffer the indignation of somebody calling me back and offering me the standard sharer plan which is on your website and has been there since I began this whole affair. What a joke. I immediately called Kim back, who immediately appeared on the defensive. She said she would look into this and come back to me. She didnt come back to me Nick. I then phoned her on the 13th February. She said she would escalate the call to her manager, Yvonne Dunbar. Kim said the turnaround to be called back by a manager was 48 hours. Yvonne didnt call me. When I did ring and get to speak to her 1 week later, she told me that she had been, and I quote: In meetings and whatever I explained to her the whole situation. She said she would escalate the call to her manager, Shelaigh Coogan who would phone me back that day. Shelaigh didnt phone back. At this point I gave up.

So far, over 5 the months, you have overcharged me approximately 3500, my contracts are still 24 months and not 12 months, Im still getting charged for 08 70 numbers, and I am still nowhere near being on the sharer plan I was told I would be on. As I write this letter, my staff are making calls on the phones and are incurring charges we should not be. I have written this letter out of sheer frustration Nick, and I have prepared a county court summons for the remaining line rental commitment, which total 18,674. I will also be circulating this letter around the popular press, including all major UK television channels. Nick, I remember you once saying that to win in the marketplace you needed to create a brand that customers feel an emotional connection with; that employees want to do their best work for; and that is widely recognised as a leader for the quality of its products and services and the contribution it makes to society. You went on to say that you look at everything that passes your desk through several lenses: how it affects our customers and our employees, what the financial implications are. And importantly, you say that you use a corporate responsibility lens to decide if this would protect and build Vodafones reputation. May I suggest you change your lenses Nick, I think the ones you have on are f**ked. Mr Jenkins