Remember about a month ago I wrote THIS post about my mobile phone bill? It was £2,500, and it turned out the next month's was even more. I twittered about it and was contacted by Vodafone's web relations team. To cut a long story short, they have spent the last month trying to get to the bottom of it. No one is totally sure, but it appears that UberTwitter caused it.
Last night I had a phone call from Vodafone to tell me that they have waived the £5,400 charges. You can imagine the sigh of relief!
I'm the first one to jump on big companies when I have a bad customer service experience, so let me congratulate Vodafone's web relations team for the way they have handled this. They have phoned me each week to let me know they hadn't forgotten, and that they were still investigating.
I draw two lessons from this. Honesty is always the best policy in these situations, and if you are polite and non aggressive, a positive outcome is more likely.
And while we were at it they reckoned I was on the wrong tariff and are changing me to a better one for the same cost.
Result! Thank you Vodafone.