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Feature Article of Sunday, 27 May 2012

Columnist: Appiah, Ben Ofosu

Is Vodafone Ghana Serious About Quality Of Service and Value For Money?

Attention: Mr. Kyle Whitehill, CEO Vodafone Ghana Ltd.

Do they care about CUSTOMER SERVICE? Have they ever heard the old saying that the CUSTOMER IS KING? Do they treat customers in their home country UK with the same disdain they do in Ghana? Mr. Kyle Whitehill, Please I need answers to my questions and I want explanation as to why Vodafone has refused to provide the service that I have fully paid for and was promised will be delivered within 10 days after payment but it's been over 90 days and no service.

YES, 90 days and counting !!!! No service for what I have already paid for. Vodafone are you serious??? Crappy work and the same old rank incompetence!!

Give cause why I shouldn't report you to the National Communication Authority?

Mr. Kyle Whitehill, as the CEO of Vodafone Ghana, the buck stops with you. Where's leadership in all this? Leadership, Leadership, Leadership, Assertive Leadership, Hands -on Leadership is needed here. You have to make sure that your people do a good job and deliver higher quality service and value for money for your customers.

So I do have a serious beef with Vodafone Ghana. My beef is poor quality of service, violation of acceptable standards in the telecom industry by your outfit and use of deceptive gimmicks to defraud unsuspecting customers.

I paid for a high speed broadband internet connection to my house and was given a receipt and promised that I will have my internet connection up and running within 10 days after making payment. It's been over 90 days and counting and I haven't yet got my broadband high speed internet connection installed. I made payment in the Teshie office of Vodafone (formerly Ghana Telecom facility). My house is on the Spintex Road / Batsonaa area. Several attempts to get Vodafone to deliver the service I have paid for has proved futile.

This behaviour by Vodafone Ghana constitute pure deception and it is even tantamount to defrauding unsuspecting customers and clients. Vodafone Ghana after receiving payment for a service they have advertised to provide within 10 days has completely and conveniently refused to provide that service and is not offering any explanations. I have asked to speak to the Area Manager of the Teshie area whom I suppose is in charge of the Spintex and Batsonaa area but again no response. It is the same bad work ethics, inefficiency, and rotten corporate culture that bedeviled the Ghana telecom that is showing in Vodafone Ghana.

Mr. Kyle Whitehill, as the CEO of Vodafone Ghana, the buck stops with you. Where's leadership in all this? Leadership, Leadership, Leadership, Assertive Leadership, Hands -on Leadership is needed here. You have to make sure that your people do a good job and deliver higher quality service and value for money for your customers. I recently read your interview on Asempa FM in which you said among other things that the entry of a sixth telecom operator unto the Ghanaian market is not necessarily a good idea but it will force you to assess your operations and ask yourself the tough questions . for example "what is it that Ghanaians are looking for that Vodafone is not providing that Glo may provide"?

The answer is PEOPLE WANT QUALITY OF SERVICE AND GOOD VALUE FOR MONEY, and COMPETITION has always been good for consumers.

This crap, where service providers promise the whole world but fail miserably to deliver has to end and the companies who do that ought to be punished for deceiving the general public. Apparently, Ghana Telecom was sold out to Vodafone for cheap with an implied understanding that they (Vodafone) will change things for the better, improve efficiency, business culture, reliable service and improve quality etc, etc. But what do we see, the same old story (sos) The same old rank incompetence and crass hypocrisy.

About 12 years or so ago I paid for Ghana telecom to install a landline in my house at Nungua. They even asked me to pay for the telephone pole for the cables and after paying for all that, it took more than 2 years and over over several dozen visits to Ghana Telecom for them to finally install the line. This was not lost on me when I made payment to Vodafone for this high speed broadband internet connection. In fact I met the same technician who worked for Ghana Telecom about 12 years ago who told my wife to "go and come" several times. He happens to be the same person who I am told will do the installation. I made this clear to Vodafone that I will not tolerate any such thing this time and was assured that Vodafone is different from Ghana Telecom but here we go again.

90 days and counting !!! I haven't got the service which I was promised in 10 days and which I have fully paid for. Ghana Vodafone, ARE YOU SERIOUS????

NOW GIVE ME CAUSE WHY I SHOULDN'T REPORT YOU TO THE NATIONAL COMMUNICATION AUTHORITY FOR DEFRAUDING ME?

Remember that TRUST and PROMPT DELIVERY OF HIGH QUALITY SERVICE satisfies customers and make them come back. You better up your game.

Ben Ofosu Appiah, Tokyo, JAPAN.

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