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  Reply # 1039317 8-May-2014 18:48
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Seems pretty straight forward. If you're in customer service and you say something that makes the customer feel demeaned, or that they are inconveniencing you, or that they have upset you, then you're doing it wrong. No matter how many hours you've logged.

Customer service is about winning the customer over. If your pride prevents you from apologising then you should change businesses.

networkn: 

Yet you did it anyway. Clever.  But in your attempt to be witty/clever you unsurprisingly missed the point. Never mind, logic and common sense aren't likely to sway you in your effort to save $5 whilst potentially damaging your $1000 phone.


The point wasn't missed at all, it was dismissed... But hey... you could have made your point without the insult. Much like the 'customer service' guy above, you decided that you had to demean as a part of your point (or your nature lead you to demean without you realising) ... 

Diplomacy 101: be nice and you will get better results from your conversations. 







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  Reply # 1039318 8-May-2014 18:51
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freitasm:
sidders80:
freitasm: Calm down all of you folks...

@Over @izzyongeek JohnR is JohnR. He talks like that in real life, to anyone - even me...

Now, seriously, as mentioned above he goes way beyond his duty - he helps people out of business hours, hell he even look at things while on holiday in another country (yes, he said that but I am repeating because I experienced that myself).




Couldn't agree more. Have met John in person and he is a top bloke.


Still abrupt though ;)


Yup, one liner and to the point is JohnR's style. I did detect the hint of sarcasm in @Over's post though maybe? :)




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  Reply # 1039320 8-May-2014 18:54
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seaphorm: Seems pretty straight forward. If you're in customer service and you say something that makes the customer feel demeaned, or that they are inconveniencing you, or that they have upset you, then you're doing it wrong. No matter how many hours you've logged.

Customer service is about winning the customer over. If your pride prevents you from apologising then you should change businesses.


The thing is... JohnR is not saying people inconvenience him. Actually he likes doing things. It's just his style - he's short, to the point. One line, not full emails or long hours on the phone. Give him some information and he works his magic. That easy.

Bullshit him and he gets mad. Want nice talk? Yep, but do you want someone that will actually DO something?





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  Reply # 1039330 8-May-2014 18:57
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The point wasn't missed at all, it was dismissed... But hey... you could have made your point without the insult. Much like the 'customer service' guy above, you decided that you had to demean as a part of your point... 

Diplomacy 101: be nice and you will get better results from your conversations. 



Actually you DID miss the point. The comment wasn't directed at you, it was a general comment. As per the link above the attempt to save $5 on a new simcard caused a bunch of people to need to investigate and deal with an issue that should
never have existed. In time alone it cost more than $5, just not the customers time. This customer isn't the only one. I guarantee if you walk into a retail telco store anywhere in Auckland you will find someone with a story of how a "chopped" simcard 
has been responsible for much hassle. Bottom line is if you can afford $1000 on a phone, there should be zero reason to not spend $5 more to get it working properly.

This is all getting way off topic, if you want to continue this conversation, I suggest we start a new thread for the topic.

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  Reply # 1039332 8-May-2014 18:58
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johnr:
OVER: That johnr guy on the Vodafone forums needs his access revoked. No customer service skills at all and he always comes off as an ass.


@Over @izzyongeek Really tell me more! I am all ears and listening maybe you would like to come and spend a week in my shoes?

Over 14+ years in Vodafone over 10 years here on Geekzone and approx 6 years on the VodafoneNZ community supporting Vodafone / Telecom / 2Degrees customers ETC...... 1000s and 1000s of hours of my own time, Even logging back into work to fix issues for customers when I am not even on call or even in another country on holiday,

Please tell me about the value you are going to bring to Geekzone?


Mate, I say this with respect as you do clearly help many people. But you come across as grumpy ALL THE TIME. Maybe you are grumpy all the time, I don't know you. What I do know is customer service, having been on the CS team of a large NZ based website — and with a large company like Vodafone, customer service is massive. A small mistake will turn anyone away, as you can see with the complaints on the Vodafone Facebook page.

Your attitude that you give off is negative and it quite clearly has an affect on people on the Vodafone forums. Adding a smiley face to your messages might not be in your character but it goes a long way to making people feel better, as emotion doesn't come across well on the internet.

I don't honestly care about your experience, I have been a member on an international mobile phone forum for nearly ten years so I know my stuff too, but it doesn't give me an excuse to be blunt or rude to people who know less than me. I stick by what I said.

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  Reply # 1040349 8-May-2014 21:04
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@JohnR  - not sure if you can help me or not, but the people I spoke to at the online team certainly didn't. You will see one of my previous posts about how I purchased the M8last Sunday. Thought that I would get the phone by Wednesday at the latest. Phone didn't get dispatched from the Vodafone Warehouse until Wednesday, but to make matters worse, it got delivered to someone in Christchurch (I'm in Auckland). I had rung CourierPost earlier to find out whether I could pick the phone up today (Thursday) as I knew it would be signature required, and I was working. Got told by CourierPost that it was out for delivery with a Christchurch driver.

I rang the online team to inform them, got told that no, that couldn't have happened, the T&T number was for my order. I rang back CourierPost, who brought up their scanned picture of the address for the T&T number of my parcel, and voila, addressed to Christchurch. Got told that I would have to ring Vodafone back again and get them to open an investigation. Rang Vodafone back, informed them of what happened (from what I could work out, a label swap, whereby my parcel had his address, and his parcel has mine), but got told that they would have to contact the Warehouse, and then they would ring me back. 2 hours later, I rang them to ask what had happened, the person I spoke to hadn't e-mailed them. She said she would e-mail them now, but because of the time, she wouldn't hear back until tomorrow. I asked her what would happen, they would have to get the parcel back from the Christchurch person, and then send it through to me. I said to her, what about the parcel at my place? I wasn't positive that there would be a Card to Call, but was fairly confident there would be. She just didn't understand me - "what do you mean, your phone is in Christchurch?" I got a bit pi55y then as I knew then, that I wouldn't be getting my phone this week. 

Got home and there was a Card to Call card in my door. So - what do you suggest I do? I really, really want to get my hands on this phone and play around with it.

Sorry about the long story!

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  Reply # 1040350 8-May-2014 21:04
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seaphorm:
weiminn: just picked mine up from NL Te Awa.. happy days.. now just need to go vodafone and get my sim changed to nano


If you're brave you can just cut the sim down with scissors. There's plenty of tutorials online... saves you a few dollars.


There's no point. To save $5 you're risking more than it's worth. Most telcos will provide a new SIM free. Telecom even couriered mine to me FOC, even though I got the M8 from NL (at the Easter price - awesome phone and price, delivered on time).

Most people in most telcos do care about customers and will respond to pleasant and reasonable requests. I've been a customer of both TCNZ and TCL/VF for years (still have the Motorola S1934A Brick, and joined Saturn the day the cable came live in the street).

Your M8 deserves to be loved and five bucks on a SIM is just a peck on the cheek :-)

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  Reply # 1040351 8-May-2014 21:06
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So....

Who wants to upload some pictures of their brand new shiny HTC M8s? :)

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  Reply # 1040355 8-May-2014 21:12
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nata5: I rang the online team to inform them, got told that no, that couldn't have happened, the T&T number was for my order. I rang back CourierPost, who brought up their scanned picture of the address for the T&T number of my parcel, and voila, addressed to Christchurch. Got told that I would have to ring Vodafone back again and get them to open an investigation. Rang Vodafone back, informed them of what happened (from what I could work out, a label swap, whereby my parcel had his address, and his parcel has mine), but got told that they would have to contact the Warehouse, and then they would ring me back. 2 hours later, I rang them to ask what had happened, the person I spoke to hadn't e-mailed them. She said she would e-mail them now, but because of the time, she wouldn't hear back until tomorrow. I asked her what would happen, they would have to get the parcel back from the Christchurch person, and then send it through to me. I said to her, what about the parcel at my place?


Good luck. I hope you don't get an open box - if this happens I wouldn't be happy at all. Vodafone should just send a new one and get the other returned to them - it's their error after all.





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  Reply # 1040359 8-May-2014 21:18
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Finch: Who wants to upload some pictures of their brand new shiny HTC M8s? :)



Received mine yesterday from Telecom (review unit). Below it is side-by-side with a Samsung S5. Seriously, it feels so well built, and what a brilliant screen!













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  Reply # 1040360 8-May-2014 21:20
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I don't post that much here - but an avid reader here. Couple of things off my chest:

1) nanoSIM - if you want to give it a go at cutting it, why not? you do it at your capability - and personally I would only attempt it in the weekend early in the morning, in case I stuff it up then will go to Vodafone for a bit of rescue. I am sure they will help me out. Follow instructions on the net, that's what I was thinking of doing.

2) JohnR - I met him a few times, and spoke to him many times over the phone. As blunt as you think he might be, he is straight to the point and gets thing sorted out. He has gone a few times beyond his duty trying to sort out reception at home for me, lending me a signal booster until the reception in my neighbourhood was sorted, a lot of issues with Vodafone customer reps; John sorted them all out. He loves his job and he is good at it - he rescued me too many times now that I owe him a lot. He is a good honest bloke.

That aside, I am keen to get the bloody M8! :-) planning to get it while I am in Sydney in a couple of weeks time.



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  Reply # 1040365 8-May-2014 21:28
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Insanekiwi: I don't post that much here - but an avid reader here. Couple of things off my chest:

1) nanoSIM - if you want to give it a go at cutting it, why not? you do it at your capability - and personally I would only attempt it in the weekend early in the morning, in case I stuff it up then will go to Vodafone for a bit of rescue. I am sure they will help me out. Follow instructions on the net, that's what I was thinking of doing.



Sure - have a go, but note that the SIM tray in the M8 is a tiny little thing. Agree re the timing! Still, for $5 (or free, especially if delivered) there's no real reason not to get a new SIM as well so you at least have a spare.

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  Reply # 1040373 8-May-2014 21:33
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freitasm:
Finch: Who wants to upload some pictures of their brand new shiny HTC M8s? :)



Received mine yesterday from Telecom (review unit). Below it is side-by-side with a Samsung S5. Seriously, it feels so well built, and what a brilliant screen!



Agree totally. And looking forward to getting the Dot View case (and a spare leather flip case) - shipped yesterday from the US.

The M8 makes my work i-P5 look even worse - and really shows it up in ease of use, usability, customisation and feel.

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  Reply # 1040374 8-May-2014 21:33
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OVER: That johnr guy on the Vodafone forums needs his access revoked. No customer service skills at all and he always comes off as an ass.


I have been following this thread and great device btw but fail to see how JohnR should have his access revoked? What does this have to do with the price of tea in china. Stay on topic mate!

I have to jump here aswell and add how much value he provides in his own time not only at work but after work too. The guy is a wealth of knowledge and knows what he's talking about! So what if he doesn't butter people up with sweet talk, Not his MO but he gets things done! John is an engineer and doesn't even work in customer service so hardly in a position to need customer skills.

I agree this forum is about sharing experiences thoughts etc not putting someone down cause you don't like a few comments. How about you volunteer your time on a forum and try to help people beyond the need! He helps anyone from CEO's to prepay customers. I know this cause I work with John and he's a very good mate of mine.

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  Reply # 1040376 8-May-2014 21:36
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Now, now folks. Last time I ask, or I lock this discussion: back on topic, leave personal grievances, defenses and other stuff out of this thread.






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