Geekzone: technology news, blogs, forums
Guest
Welcome Guest.
You haven't logged in yet. If you don't have an account you can register now.




2353 posts

Uber Geek

Trusted

#233797 3-May-2018 14:25
3 people support this post
Send private message

So I've had a pretty disastrous time with Vodafone lately. The usual customer service stuff for which they are renown for. Specific issue to be resolved was an incorrect bill.

 

Here's how I tried to resolve it:

 

Facebook Messenger: Some dialogue, but promised phone calls never came, even after one month

 

DM to official Vodafone rep on Geekzone: Some dialogue, but promised phone calls never came in the two week timeframe I was told to expect

 

Complaint on Vodafone website: Contact promised within two days, actual call back received (and issue resolved) within 40 minutes of clicking submit

 

 

 

So there you have it folks - go to https://www.vodafone.co.nz/contact/complaints/form/ for all your Vodafone issues, and standby for a call

 

 


Filter this topic showing only the reply marked as answer View this topic in a long page with up to 500 replies per page Create new topic
 1 | 2
'That VDSL Cat'
11911 posts

Uber Geek

Trusted
Spark
Subscriber

  #2007155 3-May-2018 14:28
Send private message

Complaint forms often have very key defined expected resolution times and monitored at a high level.





#include <std_disclaimer>

 

Any comments made are personal opinion and do not reflect directly on the position my current or past employers may have.

 


xpd

Arrma Basher
10398 posts

Uber Geek

Mod Emeritus
Trusted
Lifetime subscriber

  #2007221 3-May-2018 16:12
Send private message

You didnt try on their forums ? Took me going ballistic at them (for me), but got an answer ;)

 

 





XPD / Gavin / DemiseNZ

 

Arrma RC Owner ? Check out Arrma Addicts Auckland


 
 
 
 


199 posts

Master Geek


  #2007263 3-May-2018 16:28
Send private message

When they sent me a survey via email, I rated them very low and got a call not long after that. 

 

I had no issue with the Internet service, but dealing with any customer service rep was painful.


4926 posts

Uber Geek


  #2007854 4-May-2018 14:52
9 people support this post
Send private message

Their customer service needs a MAJOR overhaul - like I've said before, the first, top-priority thing they need to do is get rid of that useless overseas call centre and onshore everything again. Customers shouldn't need to go ballistic to get something done.




2353 posts

Uber Geek

Trusted

  #2007927 4-May-2018 15:36
2 people support this post
Send private message

Completely agree @quickymart. The only reason I persevere with VF is because they basically have a monopoly on my house - HFC was free to install whereas copper was not, and they are the only cell company with a femtocell product (we have marginal reception).

 

That call center manages to butcher pre-sale and after sale service. I'd take Spark any day if I had the choice


542 posts

Ultimate Geek

Trusted

  #2008052 4-May-2018 18:45
Send private message

Thanks for reminding me of the joy of fighting for months to be billed correctly and never having an honoured call back. Until we gave a poor satisfaction survey after closing out account, had a call back within the day

4926 posts

Uber Geek


  #2008252 4-May-2018 23:47
Send private message

nickb800:

 

Completely agree @quickymart. The only reason I persevere with VF is because they basically have a monopoly on my house - HFC was free to install whereas copper was not, and they are the only cell company with a femtocell product (we have marginal reception).

 

That call center manages to butcher pre-sale and after sale service. I'd take Spark any day if I had the choice

 

 

No fibre where you are? Only cable?


 
 
 
 


'That VDSL Cat'
11911 posts

Uber Geek

Trusted
Spark
Subscriber

  #2008254 4-May-2018 23:53
Send private message

nickb800:

 

they are the only cell company with a femtocell product (we have marginal reception).

 

 

last i checked all providers do offer a product equivalent, however in the consumer space is where it's not as readily accessible. 

 

 

 

Cel-fi is a great option for the other providers





#include <std_disclaimer>

 

Any comments made are personal opinion and do not reflect directly on the position my current or past employers may have.

 


6006 posts

Uber Geek

Trusted
Lifetime subscriber

  #2008284 5-May-2018 02:40
Send private message

hio77:

nickb800:


they are the only cell company with a femtocell product (we have marginal reception).



last i checked all providers do offer a product equivalent, however in the consumer space is where it's not as readily accessible. 


 


Cel-fi is a great option for the other providers



2degrees does Wi-Fi calling and Cel-fi costs far to much

VodafoneNZ Sure Signal is the easiest and cheapest of them all

John



2353 posts

Uber Geek

Trusted

  #2008323 5-May-2018 09:17
Send private message

Linux:
hio77:

nickb800:


they are the only cell company with a femtocell product (we have marginal reception).



last i checked all providers do offer a product equivalent, however in the consumer space is where it's not as readily accessible. 


 


Cel-fi is a great option for the other providers



2degrees does Wi-Fi calling and Cel-fi costs far to much

VodafoneNZ Sure Signal is the easiest and cheapest of them all

John


Completely agree. 2degrees WiFi calling would have required 2 new smartphones so way more expensive than $200 for a sure signal. We'd struggle to get enough signal for cel-fi to repeat, and it's expensive.

Fibre is coming in a year or so, so will jump on that asap. Section was subdivided and chorus copper runs down the opposite side of the street so would have had to pay to cross the road

4926 posts

Uber Geek


  #2008533 5-May-2018 20:04
2 people support this post
Send private message

I remember reading a survey of providers in Consumer magazine sometime earlier this year, where Vodafone was the worst in just about every aspect - speed, sales, customer support, wait times...appalling really. What's sad is they never, ever used to be like that - my personal opinion is they bit off more than they could chew with their acquisition of Telstra Clear.


1726 posts

Uber Geek

Subscriber

  #2008534 5-May-2018 20:10
Send private message

I find my connection with VF to be wonderful and it works highly reliably most of the time. But when things go wrong, the only way to get things done is to complain angrily, make it very clear that I will not go away until I get a fair resolution, and shame them very, very openly on the likes of Facebook (the last bit is very important). All up, if things go wrong, expect to waste a hell of a lot of time before everything is resolved. In my experience, many VF staff are pathological liars who simply cannot keep to any promise and display precious little integrity. Their promises to call you back are as reliable as Donald Trump's word.

 

 

 

 


3089 posts

Uber Geek

Trusted
Subscriber

  #2008535 5-May-2018 20:11
One person supports this post
Send private message

I'm both a Spark and a Vodafone customer. Over the years I had issues with both with regards to customer service - sometimes a great outcome, other times totally lacking.

 

They are telcos, so toss a coin and cross your fingers every time you have an issue.


1947 posts

Uber Geek

Subscriber

  #2008615 6-May-2018 09:53
Send private message

 I get that there are multiple channels nowdays to contact your service providers, but wouldnt one rather get a 'ticket' by way of simply using the email 'contact us' function for said service providers?   This way its in the system else you are just dealing with a hustler outside the offical system which drives their KPIs. 

 

 


6006 posts

Uber Geek

Trusted
Lifetime subscriber

  #2008621 6-May-2018 10:27
One person supports this post
Send private message

Nope that's a bad idea a high percentage of emails are pointless and make zero sense and not related to the ISP

John

 1 | 2
Filter this topic showing only the reply marked as answer View this topic in a long page with up to 500 replies per page Create new topic



Twitter and LinkedIn »



Follow us to receive Twitter updates when new discussions are posted in our forums:



Follow us to receive Twitter updates when news items and blogs are posted in our frontpage:



Follow us to receive Twitter updates when tech item prices are listed in our price comparison site:





News »

Intel introduces 10th Gen Intel Core H-series for mobile devices
Posted 2-Apr-2020 21:09


COVID-19: new charitable initiative to fund remote monitoring for at-risk patients
Posted 2-Apr-2020 11:07


Huawei introduces the P40 Series of Android-based smartphones
Posted 31-Mar-2020 17:03


Samsung Galaxy Z Flip now available for pre-order in New Zealand
Posted 31-Mar-2020 16:39


New online learning platform for kids stuck at home during COVID-19 lockdown
Posted 26-Mar-2020 21:35


New 5G Nokia smartphone unveiled as portfolio expands
Posted 26-Mar-2020 17:11


D-Link ANZ launches wireless AC1200 4G LTE router
Posted 26-Mar-2020 16:32


Ring introduces two new video doorbells and new pre-roll technology
Posted 17-Mar-2020 16:59


OPPO uncovers flagship Find X2 Pro smartphone
Posted 17-Mar-2020 16:54


D-Link COVR-2202 mesh Wi-Fi system now protected by McAfee
Posted 17-Mar-2020 16:00


Spark Sport opens its platform up to all New Zealanders at no charge
Posted 17-Mar-2020 10:04


Spark launches 5G Starter Fund
Posted 8-Mar-2020 19:19


TRENDnet launches high-performance WiFi Mesh Router System
Posted 5-Mar-2020 08:48


Sony boosts full-frame lens line-up with introduction of FE 20mm F1.8 G large-aperture ultra-wide-angle prime Lens
Posted 5-Mar-2020 08:44


Vector and Spark teamed up on smart metering initiative
Posted 5-Mar-2020 08:42



Geekzone Live »

Try automatic live updates from Geekzone directly in your browser, without refreshing the page, with Geekzone Live now.


Support Geekzone »

Our community of supporters help make Geekzone possible. Click the button below to join them.

Support Geezone on PressPatron



Are you subscribed to our RSS feed? You can download the latest headlines and summaries from our stories directly to your computer or smartphone by using a feed reader.

Alternatively, you can receive a daily email with Geekzone updates.