Vodafone Letter I've sent....

If you could bear with me for a few minutes, I'd like to set the scene of my night last night.

Last Thursday, I had put my Sony Ericsson K800i into the Vodafone shop for repair. It was sent away on Friday and I went back to the shop today to pick it up. Now after being told that it would take about 7-10 days to repair, I thought that the service was amazing. My phone had been sent away as it was not always receiving calls, they were going straight to voicemail, the toggle was also "sticking", the phone would not switch back on sometimes after I had switched it off and it also decided to switch off of it's own accord. So after detailing all those faults, I was assured the repair centre would look into it.
Imagine how delighted I was to receive it back well within the timescale quoted to me. As I said before, amazing service.

However, when I got it home, the toggle was still sticking, the phone still continues to be a nightmare to switch on AND I couldn't send any MMS texts.
So I called 191, spoke to a nice lad who sent the settings over to me. I received them, saved them ~ to no avail. So I called back and spoke to Michelle. She told me that the previous agent hadn't removed the bar on my phone. Michelle did this, resent the settings to me and I tried again ~ to no avail. So I called a 3rd time, for someone to cut me off as soon as they answered the phone.

Now by this time, you can imagine how red my face was with anger. Remember how angry Yosemite Sam got when Bugs Bunny annoyed him, yeah, that was me tonight.

So I called a 4th time, explained the situation quickly to Louise who then passed me through to the person who would save me from an early grave ~ Frank.
He listened to me griping about the service I had received. Listened whilst I told him I would not be taking another contract with Vodafone and listened when I told him what had happened so far. After about 30 mins on the phone, trying all sorts of setting changes and trying to figure out what was wrong, I was finally able to send an MMS. Hallelujah!

However, when Frank called me back to find out how it had gone, there was still the problem of being able to download and view the MMS. He sorted that problem out very quickly for me and after turning my phone off for a few mins, then back on again, the problem was no more. I could send AND receive MMS.
Throughout the time I was on the phone with Frank, which was about an hour, he kept me chatting, making me laugh and I had a fabulous time getting to know about his dogs while he tried to sort out the MMS problems.

He has changed my mind about looking elsewhere for another provider in June. I will stay with Vodafone purely on the fact that Frank was able to fix my MMS problem, with a cheery telephone voice and making it seem such an easy fault to fix.
I would like it if Frank was rewarded in some way for his Customer Service tonight. I'm sure every company would want to have an agent like him working for them. My previous job was in Call Quality with a well known bank. Listening to Franks call with me would have been a delight and he would have been well rewarded for changing my mind about leaving.
I hope you do the same.

Frank Pentlow is a highly knowledgeable and caring agent and if you could employ more people like him, Vodafone profits would rise and rise.

If you could pass this on to someone who will reward Frank, I would be very grateful.