Third-ranked dealer partners in Vodafone revamped partner scheme say early service levels from Vodafone Partner Services are lacking
Vodafone has been criticised by some of its tier-three ‘silver’ dealer partners for the service they have received since the introduction of its new partner structure.
They claim that since the Vodafone and Yes Telecom indirect dealer channels were merged in October, service levels for silver partners have dropped, with many struggling to contact service advisors.
Vodafone has 23 top tier platinum partners, 78 second tier gold partners and around 350 silver partners. Platinum and gold partners have dedicated account managers and telephone advisors.
Silver partners claim they are experiencing long delays getting through about billing questions, SIM swaps and such things.
They also claim they are now required to dial 0870 numbers at 20p per minute to get through.
Vodafone responded: “We’ve improved the ratio of partners to partner managers in every tier and this includes using office based partner managers for silver partners.
“November is our first live month and inevitably it will take some time for the new model to bed in. We have already completed our first set of partner boards to gauge feedback and have more in December.”