Vodafone billing woes continue
While EDS contractors are left with their feet up
Vodafone's billing system continues to throw out random invoices, while denying customers access to their online billing.
What is more, even the simple matter of issuing paper-based bills has become impossible as the firm's contractor, Amdocs, continues to struggle to implement a working billing system.
Voda coughed to billing problems earlier this month, though it was coy on where responsibility for the problems lay. The company has three major outsourcing partners, IBM, EDS and Amdocs.
It now appears that Amdocs is responsible for a much-heralded replacement billing system for the UK, originally intended for launch over the May bank holiday earlier this year. While the problem seems to lie with Amdocs, the exact nature of the problem - or problems - is not clear.
Meanwhile, the word from Vodafone's headquarters in Newbury is that since becoming IT director in July Phil Jordan has been busy winding up IT projects in an attempt to impose some coherence on the telco's IT contract strategy.
The cull has seen fellow contractor EDS left with no projects at all. Despite signing up to run 60 per cent of Vodafone's projects in the UK, the company has had little more than housekeeping to do, leaving its engineers sitting around doing nothing all day.
All large telecommunications companies are taking a long, hard look at their billing systems, which generally resemble a Salvador Dalí rendition of spaghetti junction, if they are documented well enough to allow visualisation.
Amdocs was unavailable to comment. Vodafone wasn't available to update us on its progress, but the message is loud and clear. If you're a Vodafone customer, read your bills carefully. ®
That might work if .....
"I'd be very tempted to tell them that you *require* a bill in writing prior to any amount leaving your account, and until they can actually do this you will be cancelling the direct debt.. or if they prefer simply reversing each and every one that goes out *before* the relevant bill turns up."
..... you're not on their ebilling, where you are notified in email that your Vodafone bill is ready, and you can then read it online. You may have a case to claim back for itemisation if you can find out how much and where you are being charged for it. But once the main part of the bill is made available to you, however so, I reckon that it would be a lost cause to try and claim breach of contract or DD T&Cs violations.
That said, the billing system debacle at Vodafone is completely unacceptable. It is simply not good enough to outsource in the name of the shareholder and expose the company to such a situation. Heads should roll, and I am very surprised that Sir John Bond is not steering his board to commence public executions. I have worked for him before and he is a highly respected name, normally surrounding himself with people who he can no only trust but who will not let him down. His leadership successes outstrip any failures - and so this must be a great embarassment to him and the board. In his shoes, I would grab this particular bull by the horns and put it down mercilessly. Vodafone Customers (and shareholders) deserve better than the bunch of amateur management that is running the place at the moment.
I want my bill on-line and accurate. But that is not the only issue. What do we have in store for us next? Their Voicemail debacle is still apparent after very many weeks. The incumbent IT management must be replaced, its discredited policies scrapped, and the Vodafone brand put first and foremost in the decision-making process.
Vodafone-Germany is ...
... standing at the edge ...
I'm glad to hear that Vodafone-U.K. is some steps ahead ...
We're struggling with the same Outsourcing-Partners ... that's excactly the direction we are heading to ...
Good Idea to source out Vodafones IT Mr. Sarin ... !!!
Please ignore my bad english ... I'm only German ... ;-))
bet it doesn't extend to the part of the system that claims the direct debit
This is the kind of thing that makes me stay as a prepay customer as I don't trust the billing systems of any of the networks
*Not as bad as Bulldog's?*
For those not in the know, after Clueless & Witless bought Bulldog they installed a lot of people from Vodafone who would boast about the fact that they brought Amdocs into Vodafone. Little wonder both companies are struggling in the same department!
IT management in the Telco industry leaves a lot to be desired. Too many brown envelopes under the table for my liking.
I'd be very tempted to tell them that you *require* a bill in writing prior to any amount leaving your account, and until they can actually do this you will be cancelling the direct debt.. or if they prefer simply reversing each and every one that goes out *before* the relevant bill turns up.
I'd say they are in breach of contract, not least since they will be charging you for 'itemised billing' (try opting out of that one...) well if they are not providing a service but charging you anyway, I dare say you can get something credited to your accont for 'your trouble' if you badger them.
remember how much sympathy they would show if the shoe was on the other foot.