Re: O2 & 3 give away femtocells for free.
"It may help if the support people shared the same first language at the people they are trying to support."
Agreed. Vodafone's offshore customer support is shit. if you can speak to somebody in the UK or Ireland then they're (IME) pretty good, and helpful, and usually sort things out, but when you're on to Toadafone's India call centres then the staggering uselessness and unhelpfulness needs to be experienced to be believed. The other night I was trying to sort out a billing issue for a contract agreed over the phone, and the halfwits In India repeatedly asked me to send them a screenpint or scan of the contract, and kept wittering on about VAT (which had nothing to do with the issue) etc.
Oi! Tossers at Vodafone, I'm paying you and arm and a leg each month for several phones, and I don't want to deal with your cheap and crap offshore "support" centres, not now, not ever. I don't want them "improved", I don't want you wasting money on "consultants" or "research" into the service level, just fucking accept that I'm paying the bill, and I don't want offshore service. I just want to speak to somebody who understands what I'm saying, culturally understands me, and has the ability and enthusiasm to resolve technical or billing issues.
And whilst you're sorting that mess out, you might want to sort out your rubbish IVR that doesn't cover enough eventualities, and means that whenever a customer gets through to a human being (wherever they are located) there's a good chance that ciustomer is already fuming.