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wlf



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Wannabe Geek


Topic # 24858 5-Aug-2008 10:07 Send private message

Since taking out a contract last November, I've never recieved a paper bill from VF, except when specifically requested. They have managed in this time to send me promotional material. I've called several times and had the same number of assurances that my bill should arrive the next month. Anyone know what I can do?

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BDFL
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  Reply # 154215 5-Aug-2008 10:18 Send private message

If you don't hear from Vodafone in this forum and don't receive a resolution to your phone requests then I suggest you contact the Telecommunications Dispute Resolution.




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Geek


  Reply # 154224 5-Aug-2008 10:34 Send private message

freitasm: If you don't hear from Vodafone in this forum and don't receive a resolution to your phone request in the next day then I suggest you contact the Telecommunications Dispute Resolution.

Hi all,

Just a quick one about the Telecommunications Disputes Resolution Scheme. 

You need to make contact and a formal complaint with your service provider.  From there you have a period of 6 weeks for them to resolve the matter unless you have come to deadlock within this period.  You may want to have a look at the website first before submitting the complaint further as there are some things that they can and cannot consider.

Cheers.

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Reply # 154225 5-Aug-2008 10:36 Send private message

Well, I suppose people will read the instructions before going to the TDR. And follow the instructions. I don't believe in spelling out instructions everywhere all the time.




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  Reply # 154236 5-Aug-2008 10:52 Send private message


Sure, I completely understand that explaining every single detail can get quite daunting.  However, if a customer does not follow process they will be reverted back to sqaure 1 (in regards to if they do not contact you within a day go to the TDRS) which is what they should be doing initially.

Just saving time here.

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Reply # 154237 5-Aug-2008 10:54 Send private message

Yes, I understand there are procedures. I've just posted this in my blog with links on  How the Process Works and How to Make a Complaint.

I am sorry I've used Vodafone as an example, but I hear more of bad customer service from Vodafone customers than from any other telco or ISP. It just looks like things don't work ok there.




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  Reply # 154242 5-Aug-2008 11:08

And now you're off topic and flaming again, Mauricio.

I know you hate Vodafone, but please don't let that colour your posts. Going from "I don't receive a paper account" to "Go to the TDR" won't help either the customer or the telco OR the TDR people. They need to have customers work through the issue with the telco before calling them. They're the LAST port of call, not the first. They're not set up for it, it's not their job and they shouldn't be wasting their time and energy on complaints that haven't even been put to the telco in the first instance.

As for the actual topic here, @WLF, have you used Manage Your Account on the Vodafone website? In there you should be able to set your preference for receiving a bill, paper or electronic.

If that's still not working for you, send me a PM with your details and I'll see what we can do.

Cheers

Paul





Paul Brislen
Head of Corporate Communications
Vodafone

http://forum.vodafone.co.nz


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Ultimate Geek


  Reply # 154243 5-Aug-2008 11:14 Send private message

There was a billing issue a while back whereby some bills weren't being sent out (particularly where the customer changed their address during the period where the error was occuring). Changing the address on your billing account won't help, they generally need to create a new account and migrate the asset onto it if they don't have direct access to the back end. A lot of CSR's don't know this or are unwilling to do so.

To defend Vodafone (and I'm by no means a fan of the company's recent dealings), I get to hear some horror stories regarding Telecom. There are as many instances, if not more, where Telecom is blatantly in the wrong and refuses to even negotiate a resolution. It may just be that the VF/T demographic on these forums is slightly skewed. I, like most people though, have noticed a decline in customer support over the previous 12 months as Vodafone expands. There are always growing pains and I'm sure Telecom is eager to make up lost ground so, for the mean time, may just bend over backwards to help customers for a change.

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Reply # 154248 5-Aug-2008 11:27 Send private message

PaulBrislen: And now you're off topic and flaming again, Mauricio.

Going from "I don't receive a paper account" to "Go to the TDR" won't help either the customer or the telco OR the TDR people. They need to have customers work through the issue with the telco before calling them. They're the LAST port of call, not the first. They're not set up for it, it's not their job and they shouldn't be wasting their time and energy on complaints that haven't


No, I am not off topic. I am saying that if you don't find a resolution then try the TDR. It's an advice, seeing the original poster has already called Vodafone many times but no resolution was achieved.

I am not saying for the OP to go to TDR first. He already called Vodafone multiple times and nothing was fixed.

Trying to hide that Vodaone customer services has problems is not healthy in the long run. We shouldn't have to have Vodafone - or any other company for that matter - going around forums trying to fix things they did wrong. They should do it right first time.

Customer service is lacking in New Zealand. And no one does anything to fix this area.





wlf



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  Reply # 154249 5-Aug-2008 11:30 Send private message

JoeBloggs: There was a billing issue a while back whereby some bills weren't being sent out (particularly where the customer changed their address during the period where the error was occuring). Changing the address on your billing account won't help, they generally need to create a new account and migrate the asset onto it if they don't have direct access to the back end. A lot of CSR's don't know this or are unwilling to do so.



Very likely the problem, as I had previously had an account with vodafone, but signed up with a new contract and changed my address. 

How would one go about getting a CSR who knows how to do it? sounds like they could be better informed...

BTW I have logged into vodafone.co.nz and gone into 'My Account' where my billing address is incompete and what information is there is incorrect - it says to change you need to ring 777 - feel like I'm going around in circles as when I ring up they give me another (correct) address as the one they have.

Paul I will PM you my details, any help appreciated.

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  Reply # 154252 5-Aug-2008 11:35

And now you've changed your original posting which said to contact the TDR the next day.

That's not acceptable, Mauricio. You know better than this.

Nobody here is trying to hide the TDR process from the customers and your allegation is well off beam. Far from it - as has been pointed out elsewhere, we helped WRITE the TDR process and are involved in it at all levels.

Telling customers that the first thing they should do if they can't get through to the call centre is to contact the TDR is just plain wrong.




Paul Brislen
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Vodafone

http://forum.vodafone.co.nz


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  Reply # 154254 5-Aug-2008 11:37 Send private message

PaulBrislen: Telling customers that the first thing they should do if they can't get through to the call centre is to contact the TDR is just plain wrong.


I didn't say they should contact the TDR if they can't get through the call center. WLF says "Since taking out a contract last November, I've never recieved a paper bill from VF, except when specifically requested. I've called several times".

What part of "called several times and no results came through?" is hard to understand?




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Ultimate Geek


  Reply # 154258 5-Aug-2008 11:45 Send private message

Alright kids...

wlf, speak to customer services again and tell them that someone suggested a new billing account with the asset migrated to it (i.e. transfer the phone number onto a new billing account). Be persistent if they won't help and say that the issue has been ongoing. Hopefully once you get them to try this it will be fixed. The only other option is something called "logging a job". Suggest this if they won't comply.

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  Reply # 154260 5-Aug-2008 11:52 Send private message

And if you do log a job, make sure you get an incident number ;)

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Wannabe Geek


  Reply # 154273 5-Aug-2008 12:26 Send private message

8 months - that's nothing.  I haven't received a paper invoice from Vodafone for 3 years now!

This is despite asking CSRs numerous times for my billing address to be updated and trying doing it myself online.

I wonder how Inland Revenue would feel about Vodafone's inability to issue a tax invoice within 28 days of request?

Anyhow, at least we can view our bills online now although of course the problems continue:

Try having a completely random early termination fee applied to your account and then being told by the CSR:

"I'm sorry we can't reverse this over the phone you need to go into a store to have this done"

[In store] "Ah yes sorry about this - our internal cost centres require the reversal to be put against the store..."

Paul why don't just come clean and admit you work for a marketing company rather than a telco?

(and your marketing stinks - iPhone plans...)

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  Reply # 154277 5-Aug-2008 12:33 Send private message

cranz: And if you do log a job, make sure you get an incident number ;)


This shouldn't need to go to the tech team. It's most likely the address change hasn't synched properly between the software the csr's use and the intranet. They should be able to fill out a form which goes to the billing team where they can manually update it in the back end.
It was a big issue last year. Most CSR's in NZ will probably be familiar with it but I think it was pre Egypt days which might be why there have been so many unresolved calls here?

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