“If consumer is king, then social media is their empire”


This line from the Economic Times article on the Dhaval Valia-Vodafone case caught my attention. The line lives upto its saying and how. Now most of you must be aware of the defamation case, Vodafone India has filed against Dhaval. No?

Dhaval Valia may be the first person in India to get a defamation notice filed against him by a telecom company for speaking out his mind about the bad service on his Facebook updates!

As typical with our customer care services Dhaval was being bounced from one department to other when he complained of unavailability of the 3G service he had activated from Vodafone. It took the company almost two weeks to confess that 3G was not yet available and hadn’t  been activated. Take this, he was charged eleven thousand bucks for the so called 3G service.

The matter got to hot to handle, and eventually led him to the top bosses in Mumbai. Guess what, he was told that he was free to move out of the network if he wanted. (Is that how you handle a customer?) As most of us do, Dhaval updated his ordeal on his facebook wall:

Now this is another major cause of concern. How did Vodafone know that such an update was made on his wall. The posts/updates which are meant to be private?  Vodafone sent a legal notice to Dhaval asking him to refrain from posting any false information, breach of which will make the telecom giant to initiate legal and criminal proceedings against him.

This move by Vodafone boomeranged.

The internet did the rest for Dhaval, spreading the episode viral in a matter of minutes, with support pouring in from the online world.

“I have decided to press legal charges against Vodafone for mental harassment, twisting facts, and arm-twisting consumers into submitting to their faulty and misleading ways and thus acting against the rights of consumers, said Valia to the ET correspondent.

Matter of concern:
1) How did Vodafone get access to his private facebook post? Did they hack in or FB helped them?
2) This case will set a precedent for other companies to threaten consumers with legal notices if they voice their opinion on bad service

Happy To Sue.

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