Sorry, this is terribly long. But the length only shows how much productive time and energy goes to waste when Vodafone fails to provide their services. I wrote this yesterday though and have spent most of my day out of the house so I can get online. When I get back home, the offline chapter continues. If you’re not ready to read it all, jump to the end, I summarised it in a sentence. Here we go:
I remember the jump from dial up internet to broadband. We had moved from NCS to Ghana Telecom and the speed increase was brilliant. Those were the early Limewire days and most of my the time I spent online was on Wikipedia. Anyway, somewhere along the line, Ghana Telecom was sold to Vodafone, and if I remember correctly that was the beginning of my troubles. This post is more than a rant. It’s more like a review of their service from a longstanding customer. (Been using their services for 8 to 10 years). I’m dividing this post into 6 parts with subheadings. As I speak my internet is off, and I just got off the phone with the call centre.
I’ve been dialing 100 for years. The prompts have changed slightly over the years, but I tell you, if I were deaf, I’d still be able to get through the options to speak to an agent. Calling the centre is frustrating, wrenching and annoying. You dial, and you know the more likely outcomes are one, it’ll either ring forever or two, if you’re lucky and an agent picks up, they’ll apologise and nothing gets fixed, at least not when you need it most. Sometimes you want to vent your anger on them, but you realise it won’t change anything. They’re paid to greet you, apologise and listen to your problems. It ends there, the actual problems lie beyond them. But I think it’s only fair that they employ more call centre agents if the load is too much because the wait is annoying.
Like the call centre, the actual Vodafone offices, almost always have queues. My opinions here are based on the centre closes to home (i.e. the one at A&C Shopping Mall). The people there don’t care, at least it doesn’t seem like they do. Sometimes I just marvel at how they can respond to grieving customers. Beside that, there’s a bold notice about how they reserve the rights to kick you out if they deem it appropriate. If you’re tempted to spend time or money to go to the centre for help when your network is down, please resist it. It’s no use. They’ll only apologise, take your contact, tell you they’ll forward it to their superiors and get back to you. Speaking from experience, I can confidently say that’s the end of the line. You won’t hear from them, and your line won’t get fixed.
Getting close to the end of last year (2012), they increased their prices and capped their services. Before, all subscriptions gave unlimited access for the month at a fee. I’m not sure but I think it was 60 cedis. The increase meant the 60 cedis gave you 15 gigabyte valid for 30 days, of which the network would be down for like 2 weeks. Unlimited access for 30 days now costs 180 cedis. That’s a whooping 300 percent increase, for crappier services. When this increase was announced it was followed by about 3 months of no internet at home. I think from December to February the net was down. The telephone line too was dead so I couldn’t call the centre. I went to their office to complain and they sang the “we’ll forward it to our superiors and get back to you” song. Internet is expensive now. And if you go for the 15 gigabyte package and you’re a heavy user, it would run out in no time. They’re so prompt in disconnecting when the 30 days is up, but ever so lethargic when they have to provide services. If you need higher revenues and you increase tarrifs, should I not expect better services. It’s only fair that I do.
I wish I had more to say here, but I don’t have internet to get my facts straight. I hear the contract to hand over Ghana Telecom to Vodafone was a shady one. And I’ll follow up if they’d let me.
I’ve said most of it already. What more is there to say. They disappoint you and leave you to disappoint other people. I’m often unable to meet deadlines because my internet was down. It’s annoying. I wish I could carry on this cost to them for a refund. Assuming I’m working from home, I’d lose most, if not all of my clients. We complain about ECG and light off and how it’s hurting businesses. Vodafone Ghana is doing the exact same thing and they don’t care because to them an apology fixes everything. Quite often cables are cut and stolen in one area and we have to deal with it in our area. There’s no urgency to the repair process although your money is running out. 30 days is 30 days. **Terms and conditions apply. They act like the whole internet service is a favour.
Social Media, Adverts & Corporate Social Responsibly, Sponsorship Vodafone Ghana Music Awards
Their services may be poor but they have good social media campaigns, interesting adverts, promotions, corporate social responsibility programs and sponsor a lot of events. I’m not paying you to read your tweets, and watch your YouTube videos. Keep in mind that before you’re an event organizing company, you’re a telecommunication company with customers wanting to be served. You can use these things to make your brand attractive, but when it comes down to actual service, you’ll disgrace yourself.
This account may be biased though. Influenced by my string of poor experiences with their service. I wonder why I’m still with them. Could you help out with suggestions for alternatives?
If you’d rather not read through this long post, here’s a really short and accurate summary of what I’m trying to say:
“I would not recommend Vodafone Ghana Broadband services to you. It’s really poor!”