I have just been away to Europe and of course, I use my mobile (Blackberry) for work to keep in touch by email and phone. I use the phone occasionally for personal calls too! Normally, we can listen to our voicemails by dialling 121. But my vmail retrieval system stopped working last week.
On arrival in Europe, I receive a nice SMS message (I wonder if I am paying to receive this message?) informing me that Vodafone has provided a backup dial number. So no worries when vmail stops working on 121 – I can phone the provided number.
So, keen to collect my vmails, I called this number to be greeted by the friendly IVR. After inputting my mobile and my security code, I was greeted with the familiar access error. I assume I must have input the wrong security code. No problem, I tried again……….. and again, I failed. I gave up deciding if the calls were important no doubt the caller would call again!
Minutes later, I received an excellent message from Vodafone enquiring about my failed access and enquiring as to whether this could be a possible fraud. Just great. Without thinking, I assumed I could text back and enquire as to how to find the correct security code.
I must have been daft. The text refused to transmit.
So Vodafone create an uplifting customer experience and then disappoint. Why? It is simplicity itself to accept an SMS message and action the appropriate secure response. Unfortunately in this case, Vodafone’s global leading amitions failed to deliver – which simply won’t do for customers like Jenny and Gary.