Life on the Spot! Life and Leisure in Doha, Qatar

Remember the "1st 1000" customers of Vodafone? The 1st 1000 were actually given a "forum" (which they called "blog") to post their comments and suggestions to Vodafone as they tested the network of Vodafone. I am not sure how many have been posting in the "forums" but from a thousand, there are less than 30 who actually posted something. One of the reasons why people were not that receptive about it was that we were not allowed to change the passwords given to us. It is indeed difficult to remember a mumbo-jumbo of a password given. Anyway, in the begining, we've commented and told Vodafone where they needed to improve on network coverage and after days of not being able to make calls and frustration setting in, Vodafone eventually made some improvements. As days and weeks pass by, we, the 1st 1000, felt being left out and all the hype of being just a "guinea pig" for testing purposes became more eveident. Here are some comments from the Vodafone 1st 1000 "blog/Forum".

from Imran:
One must realize that the Blog was full of praises and excitement at the beginning from everyone including me. We even felt proud to be amongst the "1st 1000" customers of brand Vodafone.

...we all motivated Vodafone, supported them and even criticized them, where required, as part of the Team working to build Vodafone Qatar.

We all support Vodafone, infact I myself would love to be a customer of Vodafone till I am in Qatar but Vodafone should show "Value for their customers", moreover value for the people who help them in building their network in their infancy stage.

If they open the plans where everybody can subscribe and the same plans are given to 1st 1000 without any value addition, wont we feel undervalued and uncared for, customers? Others didnt pay a penny to Vodafone and got the same plan, we paid QR280, dedicated both money, time and patience to Vodafone and we too are offered same plans without any value addition, as others.


from (name withheld):
Not to sound negative, but I was expecting Vodafone to provide us with an experience unlike their predecessor. Unfortunately, what we have so far is more of the same. As a member of the ist 1000 team, I was expecting to be informed first about the steps Vodafone is taking towards rewarding this group. All Vodafone did so far was take a service charge for an incomlete service (No international calling or messaging, no roaming, no improved coverge, and no sign of improvement). In my specific case, Vodafone charged me for the service for a third month (the service was due to end on 31 May) before informing me they were extending the trial period. When I called, I was informed that the balance will be valid for 2 months (July 2009). Additionally, I had a balance of QAR 1130.00 on the date of my renewal and after charging me the QAR 70.00 and adding the QAR 700.00 I ended up with the balance of QAR 1,400.00??? I do not understand it. When I called them (get this), my phone call was interrupted because of a connection error??? when I called back, the representative told me she will get back to me in 48 Hours. I am waiting!!!! In today's paper, Vodafone announced their new service packages which we as the first 1000 had no idea about nor were we made aware of how to confirm our service or to transfer our balance into our permanent service. I am still wondering what happenned to my 400.00 QAR balance that evaporated and still waiting for somebody at Vodafone to move.... I am very dosappointed also to learn that despite the fact Vodafone offers competitive rates and packages worldwide, their rates here in Qatar as announced are extremely disappointing and do not offer any privilages financially or service wise to their client. Vodafone may rake up a lot of money initially, but they will not have customer loyalty or boffer an alternative to the abuse we suffered under Q-Tel unfortunately. I hope this will be read by somebody that may look into the subject not from as a special case but a general case, because i believe others are suffering as much as I am.


from Fionah:
Its sad - I had so much of hope until the last month. Its not just one thing or network coverage as a single-out which would have been acceptable. Its the belief in an international brand who accepted a sample public audience at a fee and then failed as a service organisation to live up to world class service level standards which should have been mastered after years in the industry. It is also a tragedy in its own making that the company launched its offering to the first 1000 public members without any visible planning in its marketing, communication and product implementation strategy for this group of people.

Vodafone should have taken more time to think through its strategy - yes we are just the 1000 and not shareholders but as a company you took money from me (a member of the market you will service) to test a service that is now going out of its contract time (which you still charging me for) so from my side you have failed on your end of the contract and wrapping it up as a thank you gift that I am covering as an dumb test agent for you. In the end it was not about whether your coverage was perfected (as this will only be perfected over time)...it was a matter of how you treated the people who would sell, use and appreciate your product as loyal customers.