Mijn Klacht:

I had a prepaid in one of the Dutch networks for about 2 years (working perfectly) and on 26/11/2013 the number was transferred to Vodafone (post-paid) and then the troubles started: everything works except for the fact that the text messages sent from abroad from other phones could not reach my number so my friends or family could not text me (while they were able to make voice calls).
At the beginning of Dec I realized it, called infoline and I have heard explanations from Vodafone like: “it is not a problem with our network, but with networks in the others counties”. When I convinced Vodafone that perhaps it is not a half of the Europe who has a problem but it is rather local, they opened a case. It took them about 3 weeks to accept my suggestion that it is a number handover problem (and opened another case). After another several weeks with Vodafone saying after me calling that they work all the time on it (last case: 30/01/2014), finally on 31/01 one consultant discovered that a person who was supposed to take care of my case did not work for Vodafone any more but my case was not transferred to any other consultant.

That consultant requested (again) detailed reports on times,dates and senders of the SMSes which were not delivered (which is essentially the work that Vodafone network engineers should do,not customers). I prepared such a report for him, asking several people from abroad to send me text messages (all deliveries failed). Unfortunately, when I called the infoline again on 31/01, the consultant was not skilled enough to send an email with my report. Later that day another consultant claimed she sent it but my further calls to infoline resulted in no evidence that my report ever reached the consultant who originally requested that.
I made also attempts to contact via vodafone.nl/feedback (describing the case and claming my money back) but the answers I got were: we see you already contacted us, we are working on it (cases 131218-001715,140130-001620)

In summary, the company demonstrated:
–lack of any technical skills (2.5 months and problem is unsolved)
–lack of process management competences (case on ’to-do’ list of a person who left company, not transferred to someone else)
–and lack of any customer care (consultant not telling truth, no contact with me, just more an more cases open without any results)

I wasted several hours in total on this case already and after 2.5 months I do not feel like being any closer to have it solved

Gewenste Oplossing:

I want SMSs sent from phones logged in any network outside NL to reach my number (hint to Vodafone technical department: most probably someone forgot to correctly hand over text service when transferring my number between Dutch networks, as voice service works just fine)

I want a refund from Vodafone because of violating Service Level Agreement (I paid full price for that period)

I want a compensation for ridiculously long period of this case being unresolved, wasted time and money