Vodafone Ireland not quite covered by the Forum Intervention Team.. yet

I don’t think that the wonderful Vodafone Forum Intervention Team covers Ireland. I think they’re Vodafone UK — I’ve no idea what Vodafone Ireland does in terms of monitoring and responding to their customer services dropping the ball.

Here’s the gossip from Pat:

Frank had enough and Vodafone has lost a very big spender whom is now shouting from the rooftop about what a bunch of twats vodafone are for the sake of a fiver charger.

Will these guys ever learn?

They had a chance to up sell Frank and rather than repair his phone offer him a brand new one and extend his contract, he is in the top 30% of vodafone spenders with an almost 50% above the average Vodafone bill in Ireland.

More and more, I think mobile operators need to have a concierge service option on their website, perhaps for their high-spenders, who, when they encounter issues like this, can solve the problems quickly.

Frank, you see, didn’t return the charger with his borrowed phone. So couldn’t get his newly repaired phone back until he found the charger. Now, one look at his account and, I suspect, you’d notice he was knocking back a good amount of cash to Vodafone Ireland. Ergo, the cost of a charger, to ‘buy’ Frank’s continued goodwill is nothing. Nothing at all.

But, seen from the other side, Vodafone Ireland can’t go letting everyone off the hook otherwise it’d end up a very costly affair. CRM systems are there for a purpose. Just one quick look at his ARPU together with empowered staff who can make these kind of waivers woulda-solved this one.