Worst customer service ever in Germany. I currently use Vodafone cable internet. I am moving to a new place where there is only DSL internet. Therefore I wanted to report an "Umzug". However when I call them they did not even told me that I have right to cancel current contract since I am moving out. Instead they offered me a new 2 year contract as if it was "Umzugsmelden". However it was a cancellation of old contract and conclusion of a brand new 2 year old contract. On the other hand the offer was decent, therefore I did not cancel it during first 2 weeks. During this "Umzugsmelden" call, I stated that the rental hardware (modem) must be sent to a different address than "Anschlusadresse". I asked this at least 3 times and I was comfirmed that it will be sent to a different address. Guess what happened? Modem has been sent to the "Anschlussadresse". Of course since there was noone there, it has automatically been sent back to Vodafone. When I call the vodafone customer service, I have been redirected first to logistik department, and then DSL branch of the logistic department. And the person on the phone was VERY VERY VERY rude. I cannot imagine such a person is working for Vodafone and even is allowed to talk to the customers. Anyway after few more try I was able to reach someone who was reasonable on the phone and gave my correct address to ship the modem. This person told me it will delivered in 3 working days. At the end of 3 days there was no modem at all. I called them again, they blindly told me that it has been entered to this system and MIGHT BE on the way, they CANNOT TRACK it, they DON'T KNOW the status of the delivery, there is NO TRACKING NUMBER and so on. I have been asked to wait some more days hoping it will be delivered in the meantime. This chain took 2 weeks of my life. I am still waiting and waiting. I have been strictly told that they cannot track about the status of delivery of the modem in my last phone call today. After 5 minutes, miraculously they received an information that my modem will be shipped after "Umsetzungstermin". That means I will start paying for the internet without having my rental modem. (And I will pay for rental mdoem as well). I finally cancelled my rental hardware and decided to own my own modem. My overall experience was very disappointing. Customer service are very ignorance about the status of the contract. Some of them are VERY rude. I think there is a missing chain of information flow between departments. Very amateur. I finally solved my rental hardware issue after buying my own modem. I have 2 years of contract with them and then I will most likely be done with Vodafone whole my life unless vodafone improves overall service quality in the meantime.P.S. I got a "Umsetzungstermin" which was confirmed by customer service multiple times. Whenever I call the customer service i am having an automatic notification before connecting to the customer service representative that my "Umsetzungstermin" cannot be fulfilled on a different day than I asked. I didn't even even ask for an appointment on that day. I have been told that this is a false message. Consider how reliable their CRM system is.
