Vodafone Prepay customer service charges $1 per call when they know they can't help you!

Forums › One New Zealand (including Vodafone, WxC, Farmside) › Vodafone Prepay customer service charges $1 per call when they know they can't help you!

chunkybits

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#25671 28-Aug-2008 18:16

Today I payed $1 to get through to vodafone customer service. When I got through to them, they said .. 'sorry we can't help we're having technical difficulties.' I asked for my $1 back they can't and they won't. Surely they could have a message that says 'Don't press 1 we can't help you' or 'Pay $1 here to have not resolve any issues and have a rant'

This is the 4th time I have tried to get them to helpe me regarding a handset I'm trying to get blacklisted, they were supposed to get back to me every time. No calls ,. Nothing!!.. Just $1 every time

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#160521 28-Aug-2008 18:25

If anything, I hope you try making a noise at http://forum.vodafone.co.nz/ too.

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johnr

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#160525 28-Aug-2008 18:49

You dont need cs to blacklist a handset there is a formn on the vodafone website all that is required is a proof of purchase showing imei and a police report. If you dont have either of those you cant blacklist a handset. You can either post or fax back the form.

heavenlywild

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#160526 28-Aug-2008 18:59

All that extra cash for Vodafone doesn't equate to better service.

I would definitely be making a lot of noise!

chunkybits

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#160528 28-Aug-2008 19:03

I faxed the police report and IMEI number though in June. I only called customer service to see if my blacklist had worked. They could never answer my question. "Has my old handset been blacklisted"

johnr

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#160541 28-Aug-2008 20:52

chunkybits: I faxed the police report and IMEI number though in June. I only called customer service to see if my blacklist had worked. They could never answer my question. "Has my old handset been blacklisted"

Customer service would not know the command to run in the HLR/EIR to check this or even have access to check this.

PM me the IMEI

c3rn

291 posts

Ultimate Geek

#160570 28-Aug-2008 21:51

johnr:
chunkybits: I faxed the police report and IMEI number though in June. I only called customer service to see if my blacklist had worked. They could never answer my question. "Has my old handset been blacklisted"

Customer service would not know the command to run in the HLR/EIR to check this or even have access to check this.

PM me the IMEI

Hmm, when did they stop teaching CSRs how to use MML?

ajobbins

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#160574 28-Aug-2008 21:59

johnr: Customer service would not know the command to run in the HLR/EIR to check this or even have access to check this.

PM me the IMEI

Then the CSR's need to upskill (and fast) or start providing refunds when they cannot help.

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johnr

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#160739 29-Aug-2008 15:05

Update

I have confirmed IMEI is blacklisted on the EIR

John

riahon

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#160749 29-Aug-2008 15:55

johnr:
chunkybits: I faxed the police report and IMEI number though in June. I only called customer service to see if my blacklist had worked. They could never answer my question. "Has my old handset been blacklisted"

Customer service would not know the command to run in the HLR/EIR to check this or even have access to check this.

PM me the IMEI

That differs from - "sorry we can't help we're having technical difficulties"

If the CSR cant help then the $1 charged should have been refunded without even the need to ask.

marmel

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#160772 29-Aug-2008 16:52

I wonder how long it will be before someone complains to the commerce commission? Charging $1 for a service they can't provide? Almost sounds like a scam.

JoeBloggs

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Ultimate Geek

#160820 29-Aug-2008 22:20

There are wider laws that encompass this so your statement holds merit. It could be argued in a case before the CC that due to the time-sensitive nature of mobile phones (possibly even as a security concern), being required to pay $1 in order to get an obvious fault on the part of Vodafone corrected immediately is illegal. While snail mail still remains an avenue for contact, this can take weeks and may not always be viable in time critical situations. If this case were given to me I would run with it.

richms

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#160972 31-Aug-2008 02:31

Its so low value that they are pretty safe against disputes tribunal being an option, but yeah, it does suck. Best way to show them is to not top up your vodafone ever again ;)

Richard rich.ms

marmel

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#161013 31-Aug-2008 12:11

I mght vote with my feet over vf customer service and charges. Telstraclear have just come up with a pretty good mobile offer so vf have lost my home phone/broadband/mobile business. Wonder how long it will take them to drop the $1 charge if others do the same...

richms

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#161293 1-Sep-2008 15:30

I just had an email today about the ticket I made ages ago about not getting voice calls from outside vodafones network on my data only sim for my n95 (2nd aug is when I submitted the problem).

So, there wouldnt be a $1 charge since its a plan phone, but if a one month turn around is the norm then they dont offer any usable other means of communication with them. 4 hours would be acceptable, 24 tollerable, 30 days is unacceptable.

To add to the insult, the reply says that they dont know if I have sorted it out by calling them so to resubmit it and they would respond at high priority... Thats a tui moment if there is ever one.

Richard rich.ms

johnr

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#161300 1-Sep-2008 15:59

richms: I just had an email today about the ticket I made ages ago about not getting voice calls from outside vodafones network on my data only sim for my n95 (2nd aug is when I submitted the problem).

So, there wouldnt be a $1 charge since its a plan phone, but if a one month turn around is the norm then they dont offer any usable other means of communication with them. 4 hours would be acceptable, 24 tollerable, 30 days is unacceptable.

To add to the insult, the reply says that they dont know if I have sorted it out by calling them so to resubmit it and they would respond at high priority... Thats a tui moment if there is ever one.

Basic bearer service is attached to T21 and this is how it should be setup on Data only connection.

Can be changed but not by CSR

If you wish PM me and I will make the changes

John

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