Ian Morris
Ian Morris loves televisions so much he's been banned from wedding chapels in Las Vegas for trying to marry them. When he's not romancing technology, he can be found watching American TV. Ian likes roast potatoes, but he doesn't like digital rights management.
Wednesday 16 September 2009, 6:24pm
Thanks Vodafone, but what if you're not Ian Morris?
I recently wrote about my abysmal experience with Vodafone. In the comments for the blog, a Vodafone customer service representative called Mat posted, telling me to get in touch if I had any more problems. Well, as nice as it was of Mat to make the offer, what do you do if you're not a journalist on the UK's biggest technology site?
As well as ranting here, I sent an email to customer service via Vodafone's laughable online account page. The response I got was pretty much the same: "We're really sorry for being useless, but it doesn't happen to anyone else. Honest." I'm paraphrasing there, but frankly, it doesn't wash with me. Nor does the lack of apology for being kept stuck in Vodafone's telephone system for over an hour and a half -- 20 minutes of which I actually spent thinking I was going to speak to the customer service rep again.
I also feel I should point out that by refusing to give me a PAC within 48 hours, Vodafone was in breach of the Ofcom code. The telecoms watchdog -- which to be fair, I'm no fan of either -- states that a mobile phone company must either provide you with a PAC within two days or a reason it won't give you one (say, if you had outstanding debt). Vodafone gave me neither of these.
It's also quite interesting that Ofcom accepts there can be problems with obtaining a PAC from the company you're trying to leave. In Europe, the system operates in the opposite way: customers request that their new phone company handle the transfer, and they don't need to deal with their old provider at all. This is far more sensible, because your old network has very little incentive to facilitate your departure, and everything to gain from making it nearly impossible. In its consultation, Ofcom discovered that 53 per cent of people who had ported their number would prefer a recipient-led transfer, which sounds like a majority to me.
I've no doubt some people never leave Vodafone because getting a PAC is just too much hassle and that can really only benefit its profits. So what do I suggest? Ofcom looked at a system that would require the release of a PAC much quicker -- within two hours in fact -- but one mobile phone company objected. Can you guess who that was?
Ignoring the objections from those with a vested interest, I can't help but wonder why it isn't instant. When you're out of contract, with your bills all paid, why not call up and get a PAC straight away? It could even be handled online, to save the cost of phone calls.
Comments on this post
One tip I was told when I wanted to leave Vodafone was to tell them that I was having to change network due to my job giving me a phone on another network, but that I wanted to keep my number. Got the code with no arguments!
Posted by Andrew on Wed 16 September, 2009 8:32 PM
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The reason we don't use recipient-led transfers is one of fraud. It would become like the problem many people have had with utility companies... Someone rings and turns up at the door saying they can put on "a better tarriff" and all of a suddent, you find out you're with N-power when you though you were with British Gas. It's dangerous. Personally I've never had a problem obtaining a PAC - I've always been given it over the phone or received it in the post the following day.
Posted by Nick G on Thu 17 September, 2009 9:56 AM
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Why are you still going on about this? It sounds to me like you got two apologies - and your PAC code in the end - what more do you want? Are you seriously suggesting any other telco is better? They've all got very basic customer service for small time contracts like yours - and sometimes it breaks down. T-Mobile outright lied to me when I tried to get my PAC code (told me that the handset I wanted was going to be available in a week when in fact it never came to the network), but I don't hold it against them, and if they came up with the right offer on the right phone again I'd go back. This is a non-story and wasn't even worth one blog, let alone two IMO
Posted by T on Thu 17 September, 2009 1:07 PM
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Hi Ian, The reason for me commenting on your blog last time wasn't that you're a journalist, just that you were a Vodafone customer seemingly in need of an apology and the offer of further help should you require it. The Web Relations department that I form part of helps hundreds of people every month, via our official Facebook, Twitter and Youtube pages, as well as third party forums and blogs like yours. If you, or any other Vodafone customer, has any queries about this, or requires some help with an account, then please feel free to email us at webrelations@vodafone.com and we'll be more than happy to help wherever possible. Best wishes, Mat Clarke Web Relations Team Vodafone UK
Posted by Mat Clarke on Thu 17 September, 2009 1:37 PM
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Just an impartial comment to add to balance things out a bit. I have had a contract with vodafone on and off for many years now and the most recent one i have not been using but did not get round to cancelling. I managed to get the e-mail for web relations thanks to Mat's post and have been contacted very quickly by Kirsty when asking to cancel the contract with no undue presure to stay on the contract. I have had equally bad service from other providers such as o2 so maybe a bit unfair to single Vodafone out for their inefficiencies.
Posted by cho on Sat 19 September, 2009 4:55 PM
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Mat, just FYI - I have been speaking to people at webrealtions who honestly don't seem to understand why I'm annoyed about wasting two+ hours of my life trying to get a PAC code. Yes, I understand I've written about this a lot, but frankly I think it deserves to be discussed. As does the fact that it's Vodafone's objection that has prevented a much faster PAC system from being in place. My next blog will be about something else. Promise.
Posted by Ian Morris on Fri 25 September, 2009 10:15 AM
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If Vodafone call / text charges were cheaper their customers would be less likey to require their PAC code in order to get a better deal elsewhere.
Posted by Anonymous on Sun 27 September, 2009 5:08 PM
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I'm not sure price is the be-all & end-all these days. I for one would happily pay a few extra quid to a provider that doesn't use dishonest business practices. O2 not unlocking iphones, Voda not releasing PAC codes, and that's just the tip of the iceberg I'm sure. I'm utterly sick of it. A quick win here for the company willing to step up.
Posted by Rob on Tue 13 October, 2009 8:28 AM
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I switched from Vodafone to O2 at the end of september to the same deal that Ian just got, and had exactly the same problems. One Vodafone employee told me i could expect my PAC in the post within a few days, but after 3 or 4 i got so bored i rang up and asked again. After about a week i rang again and somebody gave it to my mum over the phone (because i don't pay the bill so i can't talk about anything related to my phone, which is another annoying thing entirely). I then rang O2 and within 5 minutes a nice irish chap had me simply waiting for confirmation. I do get the impression Vodafone use the "if we mess them around for long enough they surely won't go" tactic. And I am definitely in favour of a recipient-led number transfer system.
Posted by Angus Fudge on Mon 26 October, 2009 11:15 AM
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I'm having trouble getting a PAC from Vodafone too, currently 6 days and counting. I'm only switching because they wouldn't let me swap from PaYT to contract.
Posted by Gary on Tue 27 October, 2009 2:38 PM
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To be fair to Vodafone they do actively respond to comments on the web, not just to journalists or bloggers. So the answer to the headline is it doesn't matter whether you're Ian Morris or not :) The Web Relations team helped me and sorted an issue within 2 days after two weeks of the Customer Service team being of no use at all. But I agree the process of getting a PAC should be easier. It seems different people are offered PACs in a number of different ways.
Posted by Gowser on Fri 6 November, 2009 9:13 PM
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That is strange, although O2 is the best for giving out PAC codes. All they asked if I was locked into the contract as they where going to try to offer me a better contact. After I told them that I am tied into a contract they still were nice and happy to me and provided my PAC code instantly. It took less than 10 minutes.
Posted by Junel on Sat 7 November, 2009 4:33 PM
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I'm STILL trying to get my last bill sent out. Leaving Vodafone has never been so hard!
Posted by Ian Morris on Mon 9 November, 2009 11:24 AM
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