Taking advantage of the possibilities offered by Web 2.0 and having a blog, I take this opportunity to tell the story of the nightmare I have experienced in recent days with Movistar. A story about the deterioration of telephone customer service, similar to others I had read in forums. Fortunately, at no time was it so easy for a citizen to voice their opinion.
I am currently with the telephone company Orange, and my commitment to remain ends today. 10 days ago I was looking at portability offers to Vodafone, the company that convinced me the most. After 36 months with an Omnia 2, my goal was clear. I longed for the Galaxy S2, the wait had been eternal, but it would finally be mine. With these antecedents and coincidentally, at that moment I receive a call from 1004. And so this story begins:
- (Call 1) An operator tells me that I was previously their customer (and indeed, I spent 100 euros a month with them), and they wanted to make me an offer. I tell them my situation and they offer me a Galaxy S2 for free, and the equivalent rate of 45 euros, which, with the discount for having the ADSL with them, comes to 40 euros. In addition, they offer me a discount of 9 months at 28 euros, and tell me that I can process the portability at that moment, since it takes 10 days to process.
Several things alerted me in the call, mainly that the rate they offered me actually cost 40 euros, and that the commitment is one week, not 10 days. In doubt, and remembering what I had read about false offers made by Movistar agents, of which no one takes responsibility later, I tell the agent that I find it an interesting offer, but that he call me within a week, and they hang up on me without further explanation.
(Call 2) A week goes by, and no one calls me… So I call 1004. I explain the situation to them and they tell me that it does not appear on their computer, as far as I know, something quite common. They tell me that they can provide me with the Galaxy S2, but not for free, and that they will transfer my query to an operator, and commit to calling me in an hour.
(Call 3) 4 hours go by, and I call again. I explain everything to them again, and they tell me that they have no record of either of the TWO previous calls. This starts to smell very bad. They ask me about the offer they made me, I repeat it. They tell me that they cannot match that offer, and also that the Galaxy S2 is out of stock, so they cannot offer it to me. They ask me if I prefer to choose another mobile or if I wait a few weeks until it is available. Obviously, I decide to go to Vodafone.
(Calls 4 and 5) I hang up and immediately they call me from 1004, to conduct a survey on my level of satisfaction. Obviously, I rush to press the ZERO button. Instantly, an operator identifies herself as being from the quality service and asks me what she can do for me. Making use of extreme patience, I politely explain to her what happened, indicating that it does not seem proper for a serious company. I also clearly explain my concern about what would have happened if I had accepted the original offer, since it seems that I would have had to pay the penalty to Orange for lying to me in 10 days, and that most likely they would not have been able to provide me with the Galaxy S2, since they had indicated that it was out of stock. Finally, I express my deep displeasure with their company, given that I did not call them, but they called me. Of course, I did not believe that they did not have a record in their systems of all the calls that were made. And if it had not been for their lies, I would be with Vodafone and with my new mobile in hand, and my concern that the week they had made me lose would mean entering the Christmas holiday period, and that the Galaxy S2 would not be available at Vodafone either, which is the only thing I wanted in the first place. In short, I felt cheated.
The lady, very flustered, courteously apologized on behalf of the entire company, regretting my experience and stating that she understood my annoyance. She tells me to wait, that she is trying to fix the issue. She puts on the music and, after 15 minutes, resumes the conversation to tell me to wait. After another 15 minutes, at the exact half hour of the call, it is cut off.
(Call 6) Obviously, quite angry, due to the total and absolute lack of respect shown by a bunch of scammers disguised as a telephone company, I call 1004, where a lady answers. I inform her that I was transferred to the quality telephone customer service, and she tells me that she cannot transfer me to this service, that she does not have that possibility. Tired of this army of bandits, I hang up.
(Call 7) As soon as I hang up, I receive a call from 1004, to ask about my satisfaction with the telephone assistance service. I make an effort to press the ZERO button as hard as possible on my keyboard.
Result, consequences? In two days, Movistar has lost my mobile phone line, my ADSL, 15 mobile phone lines, and the ADSL of my office in favor of Vodafone. 700 euros per month. Perhaps it is not enough to sink a large company, but it is a start. I certainly do not plan to recommend contracting any service with this company to anyone.