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Vivacom and Customer Service

Discussion forum for expats moving to or living in Bulgaria.

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Vivacom and Customer Service

Post Posted: Fri Dec 20, 2013 4:48 pm

Having found it impossible to persuade the online form on the Vivacom site to work I have just had a conversation with Vivacom of which anyone who is planning to use their company (why I do not say sevice will become clear) needs to be aware. My wife and I are moving to Bulgaria and plan to live in a village, of which we are currently considering two; Drabishna and Cherna Mogila both in Harskovo province. Internet access is essential to us so before I buy I am trying to check availability. A call to Vivacom Customer Service drew a blank becasue only their shops have access to the system which tells where fixed line internet is available.

The answer to the problem is to visit a shop but which one; any shop I was told, they can all access the system which covers the whole of Bulgaria. I explained that this left me with two problems:
1. The nearest shop is in Svilengrad about forty five minutes from where I am now located and that's only if I drive through Greece; by Bulgarian roads it s 75 minutes.
2. The staff in their shops do not all speak English so I am likely to have a communication problem when I reach the shop. That, I was told, is no problem, if I reach the shop and have a communication problem just call Vivacom Customer Service and they'll translate.

I'm sure I do not need to explain how utterly ridiculous I think that is as a response to a service request by an existing customer who wishes to buy a further service and will even decide where to live based on the availability of that service.

To take things forward I suggested I make a complaint and was told to do so in writing. A mobile operator which only accepts written complaints - which century are we living in?

Ever helpful I promised to write my complaint so that everyone has a chance to see it. I doubt it will bother Vivacom but perhaps it will help their competitors!

 

Edislaw
Newbie
Newbie
 
 
  
Re: Vivacom and Customer Service

Post Posted: Wed Jan 01, 2014 10:59 pm

Vivacom are not great. However, think you will find that most companies in Bulgaria have practically zero customer service.

You would be far better seeing who other people in the village use for internet than asking one of the main phone companies. They will all tell you there is some coverage.

There are various options such as local companies offering internet via radio receivers, if there are new phone lines can get through the phone line, there are good offers on dongels and all the phone companies do them or worse case can get satellite.


_________________

Advice on buying and living in Bulgaria, all about life here and daily adventures - www.thetravelbug.org

Bulgarian stray dog charity - twitchynoses.org

 

travelbug
Forum Leader - France and Bulgaria
Forum Leader - France and Bulgaria
 
 
  
Re: Vivacom and Customer Service

Post Posted: Sun Feb 09, 2014 6:43 pm

(most companies in Bulgaria have practically zero customer service.)

I totally agree with that statement, Some companies hide behind there phones,preaching the same line, This is not the UK, which I find a very irritating habit..,they often behave very differently when you face them...praktiker and blizoo - Rolling Eyes

 

cfsbg
Newbie
Newbie
 
 
  
Re: Vivacom and Customer Service

Post Posted: Tue Jun 10, 2014 12:08 pm

Although I would say, having just been back to the UK and tried to help someone set up a new internet account there, it is no different. We had very poor service from SKY - no one could tell us if a good internet speed would be possible, could only say could get a landline. Could not even confirm costs. Was a 4 week or more wait for an engineer, had to pay beforehand with no guarantee of good internet.

Here in Bulgaria we have a fabulous system. We pay only for the months we want internet on, so if we go away for a while we don't pay. Its reactivated in 5 mins by visiting the small office in the next door village.


_________________

Advice on buying and living in Bulgaria, all about life here and daily adventures - www.thetravelbug.org

Bulgarian stray dog charity - twitchynoses.org

 

travelbug
Forum Leader - France and Bulgaria
Forum Leader - France and Bulgaria
 
 
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