Corporate vs Consumer - Vodafone as example
OK here is a topic I would like to hear what people think about.
I personally have a dispute with Vodafone Egypt over a "misleading" (to say the least) marketing SMSs that are sent to lure customers and convince them to use some of their cash transfer money, promising a cash back. But when you do that, you don't get the cash back. Talking to their customer services I was told that it's for randomly selected customers. But the SMS that's being sent doesn't say anything about random selection; it says "you will receive...", in plain English. Mentioning that to the agent he said that they requested the rewording of the SMS. OK that was 13 days ago, and so far the SMS is still being sent the same way.
I filed a complaint 13 days ago, and was promised that someone will talk to me within 24 hours, but it appears that their clocks has stopped since then, despite the several reminders.
OK let's put aside the details of this situation (although it's not just an individual case). My question is actually about the role of the corporate in that, or the lack of it to be precise. I contacted vodafone group asking about their take on the issue, but they didn't even bother to reply.
When you opt on buying a service form an international brand, such as vodafone, isn't part of the price you pay (which is usually more expensive than local alternatives) is that you "trust" the name. Now when a part of the group gets involved in improper behaviors such as sending misleading messages that could be descried by some people as fraudulent, an that appears to be a marketing campaign rather than an individual case, and is probably punishing by law, wouldn't this be a serious issue that the group should at least comment on? Or what's the group management is for?