Customers of VodafoneThree unable to have a genune complaint resolved will be able to cancel their contract without notice or penalty.
This new policy is part of VodafoneThree’s ‘Just Ask Once’ promise, which aims to resolve customer queries “quickly and painlessly”, using a dedicated advisor who provides proactive updates throughout the process.
The promise applies to issues that can not be physically or technically resolved, not issues not solved to the customer’s satisfaction.
As part of a broader customer care transformation, the newly merged network is opening two additional care centres in Belfast and Sheffield, creating 400 new jobs.
Ernest Doku, mobile specialist at Uswitch, commented: “This is a big pledge, and it could be a game-changer for customer trust and satisfaction—if the company delivers on it. Customers of Three, Vodafone, SMARTY, VOXI, and Talkmobile have been assured that all these brands will remain, giving consumers flexibility to choose the package that suits them best. The approach differs for broadband.”
VodafoneThree has made ambitious claims about improving coverage and connectivity for its 27 million customers—both in the short and long term. As Doku noted, “The proof will be in the pudding. What matters now is whether these promises result in noticeable, reliable improvements to everyday service.”
The merged company will eventually rebrand as The Nation’s Network, aiming to leverage international best practices and buying power from parent companies Vodafone Group and CK Hutchison.
“Within months, Vodafone and Three customers will gain automatic access to each other’s networks at no extra cost. Phones will connect to the strongest available signal without users needing to take any action”, said VodafoneThree CEO Max Taylor (main pic).
“By year’s end, this integration is expected to eliminate 16,500 sq/km of coverage blackspots equivalent to 10 times the size of London. Some of these upgraded sites are already live. Benefits for our 27 million mobile customers will start within months, with access to roam across both networks at no extra cost”.
