Won't you stay another day?

Published December 9, 2008

With the G1 only available on T-Mobile, I had to cancel my Vodafone contract. Firstly, it was almost impossible to find out how to do it, with the information tucked away in the smallest corner of the Help section of the site. I can understand a company’s desire not to lose customers, but if you’re going to have a help section, it’d be good if it was actually helpful.

I sent off my email with the required information and got a reply saying something along the lines of: Sorry you’re going, we’ll cancel your contract, but will call you with the final details.

Clearly, what this actually means is, we’ll call you to try and change your mind.

I knew that in advance, and wasn’t intending to answer the phone, but by the sixth missed call, I figured I might as well get it over with.

Me: Hello?

Him: Hi, I’m from Vodafone, yadda yadda, answer these security questions. So, why do you want to leave?

Me: Because I wanted the G1 and it’s only available on T-Mobile.

Him: You haven’t had any problems with your account?

Me: No. I’ve had no problems, the service has been excellent, but you don’t have the handset I want, I’m afraid.

Him: No other handset would do?

Me: Nope.

Him: Not another handset with similar internet capabilities?

Me: Nope.

Him: Can I ask why?

Me: Because I want to test out the applications, and I like the Google integration.

Him: I see. So have they fixed the problems with it yet?

Me: I haven’t had a problem with it.

Him: They’ve sorted out the reset issue?

Me: It’s fine.

Him: Okay. I can’t offer you another handset?

Me: No.

Him: And no one else would like the contract for a new price?

Me: No.

Him: Then there’s nothing I can do, is there?

Me: No.

I started off politely, I really did. I find sales calls annoying because they don’t care about what you want, they just care about getting you to sign on the dotted line. I made a point of saying that the service had been great and I had no issues with Vodafone at all. Then he said this rubbish about the mobile resetting itself.

I haven’t heard of any problems like this. I don’t know whether he was making it up or just clutching at straws, but I can’t believe they would sink to this level.

The real answer to their problem is not to try and badmouth other handsets, it’s to get more options on their own tariff.

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