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Service issues

Magdalyn Yankson Aug 15, 2018 02:07PM WEST

Dear Team,

Can someone explain to us why we have to wait till 21st August to get our internet back on?
Our internet went off since Monday and I called yesterday to complain to Luke Fiifi Gyando who is supposed to be the Relationship Officer. He never got back to me with any feedback. I called this morning and he says their turnaround time is 21st August. I have been calling him to find out what the interim solution by Vadofone is and he has refused to answer my call or respond to my messages.

We need our internet back online so we can do some work, earn some salary and continue to pay for Vodafone services

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Magdalyn Yankson Aug 15, 2018 02:11PM WEST
The incident ID is 1-SMK5JZ2 .
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Abigail Aug 15, 2018 05:40PM WEST Vodafone Ghana Support

Hi Magdalyn Yankson,

Thank you for getting in touch with us, I am pleased to be of assistance.

Apologies for the delay in resolving this challenge. Please provide an alternate number you can be reached on to enable me escalate the issue to the team in charge for further assistance.

I look forward to your response.

Thanks.

Regards,

Amma.

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Magdalyn Yankson Aug 16, 2018 08:58AM WEST
0501517876
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Abigail Aug 16, 2018 09:13AM WEST Vodafone Ghana Support

Hi Magdalyn Yankson,

Please checks on your account indicated the report 1-SMK5JZ2 was filed on the 8/15/2018 09:40:11 AM. kindly be informed that resolution will be within 2 working days.

Any inconvenience this might cause you is deeply regretted.

I am available to assist should you require further assistance.

Thank you for choosing Vodafone as your preferred network. Have a nice day.

Regards,

Amma.

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Magdalyn Yankson Aug 16, 2018 02:00PM WEST
Amma,

I am already frustrated and upset by your abysmal service so don’t upset me any further. Is it my fault that whoever was supposed to do their job didn’t do it?

I spoke to one Luke Fiifi Gyando on 0302334080 on 14th August at 9:25 am and again 9:44am on the incident so you can go and check your records if you care to know who didn’t do what.

If you can’t provide me a better service don’t insult my integrity.

Thanks for nothing.
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Abigail Aug 16, 2018 02:21PM WEST Vodafone Ghana Support

Hi Magdalyn Yankson,

I understand how infuriating this situation is and sincerely apologize for the inconvenience caused you. However, please checks indicate this incident 1-SMK5JZ2 you provided was filed on the 8/15/2018 09:40:11 AM by LUKE.GYANDOH. This is not to say you did not contact on the 14/8/2018. Checks shows incident 1-SM1QNE6 was filed on the 8/14/2018 09:31:55 AM by same LUKE.GYANDOH but it was cancelled . The current report receiving the needed attention on the issue is 1-SMK5JZ2 which will be resolved within 2 working days.

Apologies once again for any inconvenience caused you. Kindly bear with us whilst the team in charge work diligently to restore the service.

Thanks.

Regards,

Amma.

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Magdalyn Aug 26, 2018 11:43PM WEST
Guys

Today is 27th August and the time is 10:40pmand this issue is still outstanding.

Do you guys take your customers seriously at all? Or this is how you make your profit. Charging customers and not delivering the service.

Anyways for your information I am making arrangements to change my network provider so I’ll be glad if you guys can refund my money since you didn’t deliver the service so I can use it to subscribe to MTN.
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Anita Aug 27, 2018 06:04AM WEST Vodafone Ghana Support

Hello Magdalyn Yankson,

Thank you for following up with us.

I truly apologise for the inconvenience caused you with regards to your inability to access the service.

Further investigations shows there is a long term underground cable breakdown and the estimated time to resolution is on the 4/10/2018. Kindly bear with us as we work to restore your service.

I am available to assist you should you require further assistance.

#HappyToHelp. Anita.

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Magdalyn Aug 27, 2018 12:19PM WEST
So no courtesy to give your customers feedback.

Anyways, I need my money to switch to MTN as I cannot wait till 4th October since you don’t have any alternative solution for me.

Please advise me on how I can claim a refund for the money I’ve paid to Vodafone since you’re unable to provide the service.
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Dorothy Welsing Aug 27, 2018 03:01PM WEST Vodafone Ghana Support

Hello Magdalyn Yankson,

Good Afternoon and apologies for the inconvenience.

Kindly assist with an alternate Vodafone number we can allocate data on for your use until the issue is resolved.

Waiting for your response.

Thank you and have a nice day.

Regards,

Dorothy.

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Magdalyn Aug 28, 2018 11:33AM WEST
I don’t have any. And I don’t intend to get one with this kind of abysmal service. All you guys care about is money and don’t care if customers are getting the service they have paid for or not. I therefore see no reason why I should invest in a vodafone number
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Gloria Opoku Aug 28, 2018 12:17PM WEST Vodafone Ghana Support

Hello Magdalyn,

I understand your concerns and I am sorry you feel this way.

The alternative number we are requesting for is to provision data on whiles the issue is being worked on. The intention is to keep you connected whiles the issue is being worked on.

I am on standby for the details for further assistance.

Thank you and enjoy your day

Regards,

Gloria.

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Magdalyn Aug 28, 2018 04:37PM WEST
Seriously?

Are you expecting me to go get a vodafone sim and buy a cell phone to put the SIM card in it before I can get my data. You guys must be joking. You have already inconvenienced me and instead of finding an interim solution that works, you want to pass on the cost of your poor service to me abi? You guys have no conscience. All you are interested in is making money off poor customers.

When you inconvenience a customer, you make it right. You don’t inconvenience the person any further. I don’t think any business or individual with the right ethical values will need to be told this because it is the right thing to do. This is what ethical businesses and individuals do.

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