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248 posts

Master Geek
+1 received by user: 2


Topic # 98701 4-Mar-2012 21:10 Send private message

My wifes Vodafones pre-pay expired and we lost the number. Consequently we paid $30 for a new SIM card and a new number. All we got for $30 was a $10 credit for giving them our personal details.

We had NO (absolutely NO, NONE. YILTCH) notification from Vodafone that the SIM card needed topping up.

I have a Vodafone pre-pay SIM card in my car phone and I decided to check that as as well.
It had expired. Again absolutely NO, NO, NO notification from Vodafone.

In the first instance, the Vodafone shop said that other people had not had a notification ( I will not mention the store).

In the second instance the Vodafone person at the the end of the 777 line, was NOT interested in the fact the I had not had a text on on my car phone (and yes it does receive text messages). As far as that person was concerned I would have received a text.

Well I can tell Vodafone right now. No text was ever received. I have no proof. The on-line accounts are blocked.

I will be looking around at a new provider.















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  Reply # 590289 4-Mar-2012 21:13 Send private message

Were the phones switched on everyday?




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Vodafone NZ

  Reply # 590291 4-Mar-2012 21:17 Send private message

If the phone is turned off then the SMS will expire after 72 hours,

We send a SMS just before credit expires, Then another 30 days before prepay account expires then another at 2 days

If you like I can pull the logs showing the content / date / time the SMS was generated from the Prepay platform and sent to the mobile number, If phone is off then the SMS can not be delivereded

I get a few querys from front line staff like this a month and every single example I have checked the SMS has gone out and eitther phone has been off or the customers has not read them or decided to ignore them,

Click on my user name send me the prepay mobile number and if the SMS did not get pushed out I will reactive the Prepay account straight away at no cost

John






248 posts

Master Geek
+1 received by user: 2


  Reply # 590295 4-Mar-2012 21:24 Send private message

johnr: If the phone is turned off then the SMS will expire after 72 hours,

We send a SMS just before credit expires, Then another 30 days before prepay account expires then another at 2 days

If you like I can pull the logs showing the content / date / time the SMS was generated from the Prepay platform and sent to the mobile number, If phone is off then the SMS can not be delivereded

I get a few querys from front line staff like this a month and every single example I have checked the SMS has gone out and eitther phone has been off or the customers have not read them or decided to ignore them

We can only do so much

John


I thank you for you offer. It is very much appreciated and I will accept.

Can I PM you my old telephone numbers?





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Vodafone NZ

  Reply # 590297 4-Mar-2012 21:29 Send private message

You can PM the most recent number to expire and approx date the prepay account was closed down

John




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  Reply # 590302 4-Mar-2012 21:54 Send private message

alisam I have asked you 2 easy questions and only the mobile number has been provided

1) Most recent number to expire
2) Approx when that number expired

Unless both are answered I can't move forward as I can't go looking into a query unless I am happy that you were the owner / user of that mobile number

John






248 posts

Master Geek
+1 received by user: 2


  Reply # 590304 4-Mar-2012 22:03 Send private message

johnr: alisam I have asked you 2 easy questions and only the mobile number has been provided

1) Most recent number to expire
2) Approx when that number expired

Unless both are answered I can't move forward as I can't go looking into a query unless I am happy that you were the owner / user of that mobile number

John


Sorry johnr
I think I have now answered your query one on of the numbers.
The other one has gone and I have bought a new sim card.







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424 posts

Ultimate Geek
+1 received by user: 2


  Reply # 590339 4-Mar-2012 23:44 Send private message

I lost my credit with Vodafone ages ago, due to not receiving a text reminder.  I had a large credit due to one of those "double your topup in the next 24 hours" promotion.  The phone was switched on daily.  I'm certain that there is a technical issue here.

Anyway, the balance was above $100 or so, so I wrote in, and they restored the credit, which was nice of them.  All I can say is "Don't rely on texts that may not occur".  Topup on Jan 1st, your birthday, Xmas day, whatever.

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  Reply # 590343 4-Mar-2012 23:54 Send private message

alisam: My wifes Vodafones pre-pay expired and we lost the number. Consequently we paid $30 for a new SIM card and a new number. All we got for $30 was a $10 credit for giving them our personal details.

We had NO (absolutely NO, NONE. YILTCH) notification from Vodafone that the SIM card needed topping up.

I have a Vodafone pre-pay SIM card in my car phone and I decided to check that as as well.
It had expired. Again absolutely NO, NO, NO notification from Vodafone.

In the first instance, the Vodafone shop said that other people had not had a notification ( I will not mention the store).

In the second instance the Vodafone person at the the end of the 777 line, was NOT interested in the fact the I had not had a text on on my car phone (and yes it does receive text messages). As far as that person was concerned I would have received a text.

Well I can tell Vodafone right now. No text was ever received. I have no proof. The on-line accounts are blocked.

I will be looking around at a new provider.


I'm sure Vodafone will be very sad to see you leave, what with you spending so little money that you have had 3 phones expire on you from lack of topping up.

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  Reply # 590352 5-Mar-2012 01:22 Send private message

NonprayingMantis:
alisam: My wifes Vodafones pre-pay expired and we lost the number. Consequently we paid $30 for a new SIM card and a new number. All we got for $30 was a $10 credit for giving them our personal details.

We had NO (absolutely NO, NONE. YILTCH) notification from Vodafone that the SIM card needed topping up.

I have a Vodafone pre-pay SIM card in my car phone and I decided to check that as as well.
It had expired. Again absolutely NO, NO, NO notification from Vodafone.

In the first instance, the Vodafone shop said that other people had not had a notification ( I will not mention the store).

In the second instance the Vodafone person at the the end of the 777 line, was NOT interested in the fact the I had not had a text on on my car phone (and yes it does receive text messages). As far as that person was concerned I would have received a text.

Well I can tell Vodafone right now. No text was ever received. I have no proof. The on-line accounts are blocked.

I will be looking around at a new provider.


I'm sure Vodafone will be very sad to see you leave, what with you spending so little money that you have had 3 phones expire on you from lack of topping up.


How do you know they didn't spend much money on the phone? Even if they didn't, they are better to have the cusomter, than let their competitor get that customer, even if they aren't making money off them. As you never know in the future when that customer may become a big spender, or refer another customer their way.
Last time my card was about to expire, I only got one reminder, a few days before. I do have a reminder in my calender too just in case, as txts are not 100% reliable.



248 posts

Master Geek
+1 received by user: 2


  Reply # 590564 5-Mar-2012 11:59 Send private message

First of all johnr has done his very best to help me and I now have an expired mobile number restored.
I really appreciate the help and in future I will be making a note of the expiry date(s).

I have a Vodafone phone through my work which is a very large company in NZ.

The other 2 personal mobile numbers are on pre-pay since they are mainly for emergencies etc.





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Macbook Air (Mid 2013) - Yosemite
HP ProBook 470 - Windows 8.1
Samsung H6400 55" LED TV x 2
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Denon AVR 1603

 

647 posts

Ultimate Geek
+1 received by user: 15


  Reply # 591020 6-Mar-2012 08:17 Send private message

My mothers phone did the same thing back in Feb and lost ~$30 credit.
I did go down to the Vodafone store and get them to check that the SIM was dead and not just having issues.

Should have asked if they could have checked the text message was actually sent

16643 posts

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Vodafone NZ

  Reply # 591026 6-Mar-2012 08:26 Send private message

nzkiwiman: My mothers phone did the same thing back in Feb and lost ~$30 credit.
I did go down to the Vodafone store and get them to check that the SIM was dead and not just having issues.

Should have asked if they could have checked the text message was actually sent


A store could not check this a Rep on 777 needs to log a ticket off to another team

John




826 posts

Ultimate Geek
+1 received by user: 34


  Reply # 591032 6-Mar-2012 08:45 Send private message

As much as many here appreciate the work done on these forums to help out customers the question really should be, Why isn't this the norm?

Is Johnr and others going outside their companies policies? Or is it that frontline reps are either not trained correctly or they are apathetic to customers requests?


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  Reply # 591036 6-Mar-2012 08:53 Send private message

riahon: As much as many here appreciate the work done on these forums to help out customers the question really should be, Why isn't this the norm?

Is Johnr and others going outside their companies policies? Or is it that frontline reps are either not trained correctly or they are apathetic to customers requests?



If we were going outside of company policy we would have no job

As already advised I have checked many of these and SMS always go out if the customer has their phone on and reads the SMS is another story. In this case the OP left it a number of months before doing the query so as goodwill I reactivated the prepay account

John





178 posts

Master Geek
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  Reply # 591050 6-Mar-2012 09:22 Send private message

riahon: As much as many here appreciate the work done on these forums to help out customers the question really should be, Why isn't this the norm?

Is Johnr and others going outside their companies policies? Or is it that frontline reps are either not trained correctly or they are apathetic to customers requests?



I don't think it is fair to generalise that frontline reps are not trained correctly or apathetic - my personal experience in calling Vodafone is that their current customer service attitude/ability has improved many orders of magnitude in the last year or so.

John is obviously able to do things that general CSRs are not authorised to perform but has to use his discretion and I believe he does a great job for Vodafone. It always astounds me when people (not implying that you did) criticise him in a rude or offhand way when he really is going above and beyond to help.

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