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Topic # 105202 29-Jun-2012 08:49 Send private message

Just wanted to say thanks Vodafone for a few things in recent weeks:

1) A while back I had some issues with home connection. It turned out to be a faulty modem (RTA1320) but the CSRs and Techs at Vodafone were extremely helpful and patient in troubleshooting it.

2) After the above incident my sync speeds and speedtest dropped a bit. I messaged one of the reps on these boards late one night and early the next morning the line profile had been changed back to the default profile from a "robust" profile - which had been set during the troubleshooting from (1).  Very quick and painless. Said rep was very helpful too.

3) I wanted interleaving turned off, which took a call to their call centre and they created a request to Chorus, but again very quick and painless; and the call centre was a real pleasure to deal with and they picked up on the first ring!

4) I transferred one of my on account numbers to prepay. This was done nice and quick, but I found my other on account number had dropped off my online login\account managent. Rang them on Sunday and spoke to a helpful CSR who had some trouble adding it - their system apparently thought the prepay number was still on account - causing a few issues. The same day he referred it to their technical department, who rang back within 1/2 hour and a couple of calls later all was fixed; Nice one!  Now I know some people might say "Well their system should have just worked first time"  but really things don't always work as expected and I think the mark of a good company is one that has good prompt customer service when this happens.  Vodafone definitely gets my vote here. Good on all your Reps, Techs and CSRs that I dealt with; they were all a real pleasure to deal with!

Now, if you could just increase data caps a wee bit more...! ;-)

PS: This is my shiny new speedtest results back on the default line profile, interleaving off (and a wee bit of tweaking on my side)

Vodafone Connection

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  Reply # 648010 29-Jun-2012 08:54 Send private message

Excellent - it's always nice to see the good news stories!

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  Reply # 648025 29-Jun-2012 09:29 Send private message

We always read the bad things, good to get these ones for a change...





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  Reply # 648363 29-Jun-2012 18:24 Send private message

I am glad to see you had such a good experience with the VF call centre. Just out of interest, is the VF call centre onshore or overseas?




Areas of Geek interest: Home Theatre, HTPC, Android Tablets & Phones, iProducts.

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  Reply # 648390 29-Jun-2012 19:13 Send private message

Nice! Good to hear.

All VFNZ contact centres are based in NZ

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  Reply # 648397 29-Jun-2012 19:24 Send private message

Dingbatt: I am glad to see you had such a good experience with the VF call centre. Just out of interest, is the VF call centre onshore or overseas?


100% NZ based mobile and fixed line over 3 sites in Auckland,

Thanks for feedback sidefx :)




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  Reply # 649937 3-Jul-2012 11:13 Send private message

johnr:
Dingbatt: I am glad to see you had such a good experience with the VF call centre. Just out of interest, is the VF call centre onshore or overseas?


100% NZ based mobile and fixed line over 3 sites in Auckland,

Thanks for feedback sidefx :)


Thanks for the confirmation Johnr. I have always had a positive result when dealing with VF call centre. Contrast that with my attempts to get the equivalent of 'best mates' set up on Telecom on my other phone. After finally getting off hold it took ten minutes for the filipino on the other end of the line tell me they had no equivalent product. Convinced he was wrong I bravely set out in the cold (minus 6 here) to walk to the nearest Telecom store. The assistant at the shop took less than a minute to tell me the name of the service and help me set it up. Yet another nail in the coffin that will see me flash a rom on my new phone and stick a VFNZ sim in it.




Areas of Geek interest: Home Theatre, HTPC, Android Tablets & Phones, iProducts.

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  Reply # 650721 4-Jul-2012 15:51 Send private message

Lovely for some.

Day one of my connection being on I rang to get interleaving turned off, got a text saying it had been and it had not.

Rang again a while later and the second person got it done.

After this I was wondered why my cap was at 120 instead of 160 with the additional 20 gig increase and it turns out at some point in time I had been switched to naked.

Account got switched back to full yesterday and my line says interleaving is off but I am clearly not getting interleaving off results. I lost 2 meg of sync rate (back to what it was prior to interleaving being switched off) and my ping is exactly what it was prior to interleaving being turned off as well.

Currently waiting for someone to get back to me. I specifically asked to make sure that it would be today that they were ringing back. If they don't I'm probably going to go apes*** tomorrow because my experience has been nothing but an abortion and I'll have to wait another day for them to get it flicked off.  (or sit waiting as they attempt to, since I have absolutely no confidence anything will be done properly.) I'll be ringing tomorrow anyway to have a laugh at someone as they try to explain my current bill.

It's like I'm trapped in a nightmare tbh.

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