Email correspondence with hilary mckeon sample to 220514 liamog by Liam Ó Gógáin

5/27/2014

Gmail - Vodafone Query

Liam O Gogain <ogogainl@gmail.com>

Vodafone Query Liam O Gogain <ogogainl@gmail.com> To: "McKeon, Hilary, Vodafone Ireland" <Hilary.McKeon@vodafone.com>

22 May 2014 11:33

Reminder No.1

Hi Hilary, I do not appear to have received a copy of my last email to you On 18 May 2014 10:39. I would appreciate your attention to this matter asap. Regards, Liam Ó Gógáin -------------------------------------------

On 18 May 2014 10:39, Ogogainl <ogogainl@gmail.com> wrote: Hi Hilary, Thank you for your reply to my previous email. You have stated that "I have contacted Moataz and he

does recall that he had made an attempt to contact you but was unfortunately unsuccessful."

I would appreciate if you could now provide me with the data log for the time and date when this call was made by Moataz to me that he referred to. Perhaps you could also confirm with Modes as if he has a recollection that he perhaps left a voice message for my benefit when he made this unsuccessful call to me. I assume that this attempted contact with me was by phone. However if it was by email perhaps you could provide me with a copy of that email communication One final question. My clear understanding in my initial phone call to Vodafone with your agent, Niall, was that he undertook that within 72 hours I would get a communication from Vodafone confirming to me whether my line was capable of receiving fibre broadband.I understand that you have made it clear to me that Niall could not have given me this commitment if I had already not been signed up as in some contractual manner. If in fact Niall had given me this commitment then I submit that he would have had to log this somewhere into your system so that it could be actioned. It appears to me that his choices would have been to either insert a note digitally into a template, which you presumably have for such actions, or to have made a hand written notes which he would later confirm as an action (my understanding from my communication with you is that writing things in handwritten notes is not common practice in your culture nor do you keep a record of any of these communications), or that he would simply commit his undertaking to me to his own memory so that he would follow it up himself later. Do you accept that if your agent, Niall, had given this commitment to me that I would be contacted within 72 hours to confirm whether I could get fibre broadband, that this call to action would have been or should have been logged to your system? Based on our previous communications, I presume you're going to respond by saying that because the https://mail.google.com/mail/u/0/?ui=2&ik=f93a1c5927&view=pt&q=vodafone&qs=true&search=query&msg=146237e69d5fce60&dsqt=1&siml=146237e69…

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record of this phone call no longer exists, then it cannot be determined whether your agent give me that commitment or not. However, on the basis that this phone call, according to Vodafone, has been listened to and evaluated, if in fact your agent had given me this commitment, that fact should and would have been noted and as such should or would have been acted on, and a record to that effect should and would have been created on your system. Subsequently any such note should have shown up in your trawl to satisfy my data protection access request Regards, Liam O Gogain

On 12 May 2014, at 17:46, "McKeon, Hilary, Vodafone Ireland" <Hilary.McKeon@vodafone.com> wrote:

Dear Liam,

Please accept my apologies for the delay in my reply to your email.

I have contacted Moataz and he does recall that he had made an attempt to contact you but was unfortunately unsuccessful. His intention for this call was to advise you that he had attempted to locate a copy of the original call to our sales department with which you were dissatisfied. He has advised that he was unable to locate this call recording and I have confirmed to him that as I had been in contact with you more recently that I would be able to convey this message to you.

With regard to the query on your expectation for Niall to follow up with you, in the absence of a call recording it is not possible for Vodafone to confirm if an agreement was made for follow up on this matter.

Again I do wish to apologise for the experience you have had with Vodafoneâ&#x20AC;&#x2122;s customer care services in recent time and I can assure you that all feedback regarding your experience will be passed to the relevant departments, that is our email teams and admin teams to ensure that process are put in place to ensure that all correspondence is dealt with in a timely manner. I can also pass on feedback with relation suggestions on how we can better trace queries from potential customers who do not have the necessary references to be filed due to the absence of a customer account number.

I trust that this clarifies your queries.

Regards, Hilary <image001.png> Hilary McKeon Commercial Operations Vodafone Ireland Limited https://mail.google.com/mail/u/0/?ui=2&ik=f93a1c5927&view=pt&q=vodafone&qs=true&search=query&msg=146237e69d5fce60&dsqt=1&siml=146237e69â&#x20AC;Ś

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Email: hilary.mckeon@vodafone.com

From: Liam O Gogain [mailto:ogogainl@gmail.com] Sent: 12 May 2014 15:37 To: McKeon, Hilary, Vodafone Ireland Subject: Re: Vodafone Query

REMINDER no:1 Hi Hilary, I do not appear to have received a copy of my last email to you. I would appreciate your attention to this matter asap. Regards, Liam Ó Gógáin

On 9 May 2014 13:13, Liam O Gogain <ogogainl@gmail.com> wrote: Hi Hilary, further to my email to you dated 30 April 2014 15:53, I wish to note that I had included the following:"I request that you confirm with me that you have communicated with Moataz as you agreed to do."

I do not appear to have had a response to you in this regard, and would appreciate if you could provide me with the confirmation as I requested.

Furthermore in relation to my confirmation that during the original phone call with the Vodafone agent Niall, my expectation (because he had told me so) was that Vodafone would follow up with me within 72 hours to confirm if a service could be provided to my home. During our phone conversation you were quite insistent that this could not have been the case if I had not already signed up for some type of contractual agreement. Given that you have had an opportunity to reflect on this since April 30 last, I would appreciate if you could confirm your original position as stated by you, or else, in hindsight accept that the agent may have given me the commitment to revert to me as promised, in spite of my not having signed up for any contract. https://mail.google.com/mail/u/0/?ui=2&ik=f93a1c5927&view=pt&q=vodafone&qs=true&search=query&msg=146237e69d5fce60&dsqt=1&siml=146237e69…

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Regards, Liam Ó Gógáin

On 30 April 2014 15:53, Liam O Gogain <ogogainl@gmail.com> wrote: Hi Hilary, further to your phone call to me yesterday I wish to confirm that you give me the email for the CEO of Vodafone as anne.oleary@vodafone.ie. I understand that you also undertook to contact Moataz to inform him that I have an expectation that he will contact me back as he had undertaken to do. I will wait for a few days to see the outcome of your communication with him.I request that you confirm with me that you have communicated with Moataz as you agreed to do. I wish to reiterate what I said to you yesterday that my primary objective is to have an outcome where people within Vodafone will do what they say they will do. As I explained to you yesterday when taking the call I was out walking at the time and didn't have an opportunity to refer to my records in this regard. For the purpose of clarity please consider the following information:I was mindful that you had claimed that the original agent Niall could not have, in your understanding, undertaken to provide a 72 hour turnaround line availability query unless I was already signed up for a contract.I have had an opportunity, since yesterday, to review my notes and I can confirm that it was quite clear in my conversation with the agent that he was to process the query on my line availability and that I would be contacted back by Vodafone within the 72 hour period. At this point in time I did not have any contractual agreement with Vodafone, would you said was a pre-requisite for the agent to query my line availability. As has been my consistent experience with Vodafone to date, neither Niall nor anyone else in Vodafone followed up with me in this regard. I also note that Niall had confirmed with me that our phone conversation was recorded for quality and control purposes. The sales call which Niall had confirmed as having been recorded is also now not to be found, by Vodafone. In relation to the physical registered letter which I mailed to Vodafone, on the basis of the details supplied by the Vodafone website, which you have described as having been "overlooked" and also to the apparent disappearance of the recording of the original conversation that I had with Niall, I wish to point to the following detail:On 3 February 2014 09:57 I received from Aya ElNaggar an email stating that this very call had been listened to and essentially dismissing my experience. About nine hours later I responded to Aya ElNaggar by email also (FAO: Aya ElNaggar 3 February 2014 18:10) seeking a copy of this recording and also confirming that I had written the letter that is now being described by you as having been "overlooked". Not only tha,t but I attached for her attention, a photograph of the letter and the tracking number details from An Post. It seems perfectly reasonable for me to expect that, having received this communication from me, on the basis that you claimed yesterday that my customer experience "matters" to Vodafone, the minimum professional action to be taken by Aya ElNaggar should have been to immediately seek to procure the recording and separately to track down this letter and ensure that it was dealt with, given that I had provided adequate identification information about the letter. I wish to note specifically Aya ElNaggar appears to have made no effort to revert to me in relation to that email. Regards, Liam Ó Gógáin

https://mail.google.com/mail/u/0/?ui=2&ik=f93a1c5927&view=pt&q=vodafone&qs=true&search=query&msg=146237e69d5fce60&dsqt=1&siml=146237e69…

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On 28 April 2014 16:56, Liam O Gogain <ogogainl@gmail.com> wrote: REMINDER no:1 Hi Hilary, I do not appear to have received a copy of my last email to you. I would appreciate your attention to this matter asap. Regards, Liam Ó Gógáin

On 25 April 2014 15:33, Liam O Gogain <ogogainl@gmail.com> wrote: Hi Hilary, Thanks your response below. I hope you can appreciate that I am more than confused which your ability to provide me with details of a conversation that I have had with Moataz, although it appears that there are no records of that call taking place or of its contents apart from that information which I provided you.

I submit that this request is quite clear and its content and that unless you are the person accountable to the CEO then perhaps you would be good enough to provide me with the relevant information and contact details. Regards, Liam Ó Gógáin PS:in order to provide some context for my seeking direct indications with an official who is accountable to the CEO, I would like to draw your attention to the link from your website, setting out protocols for escalation of the dispute. You will note from our correspondence and conversation that I had already taken the time to send a registered letter to the appropriate address, noting the statement of my letter would be acknowledged within three working days. As we both know now it appears that company policy was simply carried out in my case and the letter was simply binned. http://www.vodafone.ie/aboutus/code/custcare/escalation/ Escalation of a dispute If your enquiry is a dispute with Vodafone and you are not satisfied with the response or solution from our Customer Service Representative, you can ask at any time for your enquiry to be transferred to a Customer Service Team Leader. If a Customer Service Team Leader is not immediately available, a call-back from them will be arranged within 24 hours. Where the Customer Service Team Leader cannot resolve your dispute to your satisfaction, https://mail.google.com/mail/u/0/?ui=2&ik=f93a1c5927&view=pt&q=vodafone&qs=true&search=query&msg=146237e69d5fce60&dsqt=1&siml=146237e69…

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you can escalate your dispute to the Call Centre Manager. If you are calling outside office hours, your contact details will be tak en and the Call Centre Manager will contact you after 9am or on the next work ing day, whichever is applicable. In the event that you are still not satisfied you can put your complaint in writing to: Customer and Channel Management Vodafone Second floor, Block B MountainView Leopardstown Dublin 18 Your letter will be ack nowledged within three work ing days. In your correspondence, you must state clearly the back ground and nature of the complaint and the redress sought by you. The Office of Customer and Channel Management will endeavour to address your complaint within a reasonable period of time. The decision of The Office of Customer and Channel Management shall be final in all cases.

On 25 April 2014 14:40, McKeon, Hilary, Vodafone Ireland <Hilary.McKeon@vodafone.com> wrote:

Dear Liam,

I can confirm that no notes would be recorded with relation to your interactions with Moataz. In such a circumstance where a complaint would be escalated, notes of this would be stored on a customer’s account profile. As you do not have a customer account there is no location where such notes or comments would be added and stored.

With relation to you request for contact details, please advise what kind of action or resolution that is sought by you in relation to your experience. As advised by email and by the call from Moataz, the information that had been provided to you on your initial phone call was correct in relation to the possible timeframes for connection to Vodafone At Home services. Also, as per you letter you have advised that you do not believe that the agent you spoke with was deliberately trying to be difficult.

On a recent phone call to you I have advised that the timeframe given by customer service agents in relation to first time connection is usually quoted at the longest possible time a connection may take. On most occasions the connection process concludes much sooner and I’m sure you will understand that that the reason the expectation is set on the maximum connection time is to prevent a minor delay providing the customer with a poor experience.

Please advise if there is any other issues that have remained unaddressed in relation to your experiences with Vodafone and I will endeavour to help in any way I can.

https://mail.google.com/mail/u/0/?ui=2&ik=f93a1c5927&view=pt&q=vodafone&qs=true&search=query&msg=146237e69d5fce60&dsqt=1&siml=146237e69…

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Regards, Hilary <image001.png> Hilary McKeon Commercial Operations Vodafone Ireland Limited Email: hilary.mckeon@vodafone.com

From: Liam O Gogain [mailto:ogogainl@gmail.com] Sent: 25 April 2014 14:13 To: McKeon, Hilary, Vodafone Ireland Subject: Re: Vodafone Query

Hi Hilary, Thanks for providing the reference of receipt in your previous email. I note that in my email to you of 16th of April, 14:13 I had written:-

"I would appreciate if you could forward me by email, by return, the name and contact details for whoever in Vodafone is accountable to the CEO and the board in relation to customer service, in order that I might progress with them an account of my experiences in trying to deal with Vodafone in these matters." You seem to have overlooked this request in your responses to me. I would appreciate if you could supply the information as requested, by return. Regards Liam Ó Gógáin PS:I seem to remember in our phone conversation recently you had recognised the name Moataz from within your company. I believe I had explained to you that he had phoned me in relation to an investigation he was carrying out into my issue and that he had said that he would follow this up with me, which of course he never did. Given that you have not provided me with any reference information in relation to my communication with this person and presuming https://mail.google.com/mail/u/0/?ui=2&ik=f93a1c5927&view=pt&q=vodafone&qs=true&search=query&msg=146237e69d5fce60&dsqt=1&siml=146237e69…

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that you had contacted him about same I must presume that he made no records are kept no notes of his conversation with me

On 22 April 2014 08:52, McKeon, Hilary, Vodafone Ireland <Hilary.McKeon@vodafone.com> wrote:

Dear Liam,

Apologies for the omission in my last mail. Please find the relevant information attached.

Regards, Hilary <image001.png> Hilary McKeon Commercial Operations Vodafone Ireland Limited Email: hilary.mckeon@vodafone.com

From: Liam O Gogain [mailto:ogogainl@gmail.com] Sent: 18 April 2014 11:40 To: McKeon, Hilary, Vodafone Ireland Subject: Re: Vodafone Query

Hi Hilary, In your email below you wrote "I have attached above the record created by An Post with

regard to the delivery of you letter." I do not seem to have received this attachment. Please advise. Regards, Liam O Gogain

https://mail.google.com/mail/u/0/?ui=2&ik=f93a1c5927&view=pt&q=vodafone&qs=true&search=query&msg=146237e69d5fce60&dsqt=1&siml=146237e69â&#x20AC;Ś

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On 17 April 2014 11:07, McKeon, Hilary, Vodafone Ireland <Hilary.McKeon@vodafone.com> wrote:

Dear Liam,

Thank you for your email.

With relation to the call recording, I have not spoken with Aya but I have spoken with the team leader of her department with to the regarding the call. I have been advised that the call was listened to by the team leader of the agent, Niall, with whom you had spoken. I wish to advise in relation to my attempt to source this call I have contacted our contact centre manager in Belfast, the contact centre where your call was received, and have been advised that it is certain that the call is no longer stored on the data base.

I have attached above the record created by An Post with regard to the delivery of you letter. I can confirm that this letter was received by Vodafone and signed for by Dave who works in our post room. However, as previously discussed, without any references to land line or customer numbers we would be unable to file this document digitally as per the normal process with letters received regarding customer accounts. As we were unable to locate a customer account the letter was not retained which is why we are unable to provide you with a copy.

In terms of your request for information held by Vodafone regarding you as a subject, I can confirm that all information has now been provided to you.

Regards, Hilary <image001.png> Hilary McKeon Commercial Operations Vodafone Ireland Limited Email: hilary.mckeon@vodafone.com

https://mail.google.com/mail/u/0/?ui=2&ik=f93a1c5927&view=pt&q=vodafone&qs=true&search=query&msg=146237e69d5fce60&dsqt=1&siml=146237e69â&#x20AC;Ś

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From: Liam O Gogain [mailto:ogogainl@gmail.com] Sent: 16 April 2014 14:14 To: McKeon, Hilary, Vodafone Ireland Subject: Re: Vodafone Query

Dear Hillary, Thank you for your response to my earlier email. In it I had requested it that you confirm having checked up with Aya ElNaggar in regards to her email sent to me on 3 February 2014 09:57, wherein she claimed to have listened to the call recording which you now apparently cannot trace. You will recall that I had suggested in our recent telephone conversation that you talk to this person Aya, as the most obvious way of tracking this recording down. I would appreciate if you would confirm if you had asked Aya in relation to this question. I hope that you can appreciate that it would appear to an objective bystander that this call may never have been listened to at all and that the failure to reproduce it is highly convenient, for Vodafone. Furthermore, in relation to the registered letter, details of which I have previously supplied to you, which I sent to Vodafone, you have not indicated or acknowledged whether Vodafone have a record of this correspondence having been received from Vodafone. Please note that in the email I sent on 3 February 2014 18:10 subject Re: FAO: Aya ElNaggar RE: Complaint from frustrated Prospective Customer FAO : Complaints Manager: , I included a folder with the tracking number of the registered letter and a photo of the stamped envelope itself, which should have been of assistance to you in tracking this correspondence down. I would appreciate if you would confirm by return that Vodafone accept that this correspondence was successfully delivered to Vodafone and confirm whether it was registered in your system accordingly. Finally I wish to point out that you have been the first official in Vodafone who I have a direct communication address to, albeit an email address. I would appreciate if you could forward me by email, by return, the name and contact details for whoever in Vodafone is accountable to the CEO and the board in relation to customer service, in order that I might progress with them an account of my experiences in trying to deal with Vodafone in these matters. Regards, Liam Ó Gógáin On 16 April 2014 13:12, McKeon, Hilary, Vodafone Ireland <Hilary.McKeon@vodafone.com> wrote:

Dear Liam,

Thank you for your mail and apologies for the delay in responding.

I have investigated as to whether the call recording is available and it has been https://mail.google.com/mail/u/0/?ui=2&ik=f93a1c5927&view=pt&q=vodafone&qs=true&search=query&msg=146237e69d5fce60&dsqt=1&siml=146237e6…

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confirmed to me that there is absolutely no recording of this call available.

We record 100% of sales calls recordings and I am unsure as to whether it is possible that this call was deleted because it was not a sales call (meaning it did not hold any agreement)

In relation to your letter requesting the call details I believe this went un-actioned as there was no reference details in the letter such as a customer number as you are not a Vodafone customer and this would be required as reference for us to pull all data held about you. Any letters for which a customer account cannot be identified are not retained.

Regards, Hilary <image001.png> Hilary McKeon Commercial Operations Vodafone Ireland Limited Email: hilary.mckeon@vodafone.com

From: Liam O Gogain [mailto:ogogainl@gmail.com] Sent: 16 April 2014 12:25 To: McKeon, Hilary, Vodafone Ireland Subject: Re: Vodafone Query

Hi Hilary, I do not seem to have had an acknowledgment or a response to my email below. I would appreciate your immediate attention in this matter. Regards, https://mail.google.com/mail/u/0/?ui=2&ik=f93a1c5927&view=pt&q=vodafone&qs=true&search=query&msg=146237e69d5fce60&dsqt=1&siml=146237e6â&#x20AC;Ś

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Liam O Gogain

On 14 April 2014 14:13, Liam O Gogain <ogogainl@gmail.com> wrote: Hi Hilary, thanks to your swift reply to my earlier email. Further to our recent telephone conversation, on March 25 last, can you confirm if he did check up with Aya ElNaggar,Vodafone Customer Service, who emailed me on 3 February 2014 09:57, to confirm to me that they have listened to my original call which you now claim is not available. I had suggested in our telephone conversation that you might check with her as if she had indeed listen to the recording she would know of its location. Furthermore, can you confirm whether you have sought and if there is a record of receipt of the letter which I sent to:Channel Management, Vodafone, Second floor, Block B, MountainView,Leopardstown,Dublin 18 I registered that post on February 1, 2014. Please note that I supplied you the address details for that letter in our recent phone call. Regards, Liam Ó Gógáin

On 14 April 2014 12:35, McKeon, Hilary, Vodafone Ireland <Hilary.McKeon@vodafone.com> wrote: Dear Mr O Gogain,

Please accept my apologies for the delay in my response to you.

I can now confirm that the call in question from the 22nd January 2014 is not available and therefore cannot be supplied to you.

I wish to advise that you have now been furnished with all information that Vodafone Ireland holds in relation to you in the form of the email correspondence supplied in my previous email.

I have attached above a copy of our privacy policy for your reference.

Please do not hesitate to contact me should you have any further queries on this matter.

Regards, Hilary <image001.png> Hilary McKeon https://mail.google.com/mail/u/0/?ui=2&ik=f93a1c5927&view=pt&q=vodafone&qs=true&search=query&msg=146237e69d5fce60&dsqt=1&siml=146237e6…

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Commercial Operations Vodafone Ireland Limited Email: hilary.mckeon@vodafone.com

From: Ogogainl [mailto:ogogainl@gmail.com] Sent: 11 April 2014 10:13 To: McKeon, Hilary, Vodafone Ireland Subject: Re: Vodafone Query

Hi Hilary, Can you confirm that your email below is the official response by Vodafone to my Data Protection information access request which I posted on February the 28th last. Regards, Liam O Gogain

On 10 Apr 2014, at 16:14, "McKeon, Hilary, Vodafone Ireland" <Hilary.McKeon@vodafone.com> wrote: Dear Liam,

I refer to your letter of February 28th and our subsequent conversation regarding your request for information under Section 4 of the Data Protection Acts 1988 and 2003.

Please find attached the records of the emails sent and received from between your email address and athome.ie@vodafone.com as requested.

To date I have been unable to locate the call recording of 22nd January 2014 and will confirm as soon as possible if this information is available. Should it be located it will be forwarded to you by email also.

https://mail.google.com/mail/u/0/?ui=2&ik=f93a1c5927&view=pt&q=vodafone&qs=true&search=query&msg=146237e69d5fce60&dsqt=1&siml=146237e6â&#x20AC;Ś

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I regret to advise that your letter can not been located.

Please contact me if you have any further queries on this matter.

Regards, Hilary <image001.png> Hilary McKeon Commercial Operations Vodafone Ireland Limited Email: hilary.mckeon@vodafone.com

****************************************************************************** The content of this e-mail may be confidential or legally privileged. If you are not the named addressee or the intended recipient please do not copy it or forward it to anyone. If you have received this email in error please destroy it and kindly notify the sender and postmaster.ie@vodafone.com. Email cannot be guaranteed to be secure or error-free, it is your responsibility to ensure that the message (including attachments) is safe and authorised for use in your environment. Vodafone Ireland Limited. Director : Anne OLeary (CEO), Nadya Bhettay (SA), Edward Traynor. Registered in Ireland at MountainView, Leopardstown, Dublin 18. Co Reg No.: 326967 VAT Reg No. IE6346967G Think about the environment before printing this e-mail. ******************************************************************************

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