Vodafone Service at there best.

Forums › One New Zealand (including Vodafone, WxC, Farmside) › Vodafone Service at there best.

DaveyBoy

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#29206 29-Dec-2008 05:41

after trying to find answers I walked away feeling like I made a big mistake switching to vodafone.

Read about it here.

http://forum.vodafone.co.nz/index.php?showtopic=1095&pid=9610&st=0&#entry9610

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#186455 29-Dec-2008 09:04

I think vf made a mistake in signing you up, just look at the way you speak to one of their staff on the vf forum.

Try taking a deep breath and calming down and you will find plenty of people, including vf staff who will get it sorted out for you.

BrentR

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#186461 29-Dec-2008 09:28

LOL

johnr

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#186462 29-Dec-2008 09:29

and hard to get help suspended

I wonder if someone read the forum rules.

They are not official support forums

John

freitasm

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#186465 29-Dec-2008 09:43

Ok, my take on this:

1.Not everyone can explain in plain English some technical stuff. However I can understand you stressed early on when asked for the first if you had a wireless connection - which you replied "no" but other people kept asking the same thing again, hence your frustating

2.You just joined Vodafone but see usage data going back to 2006. I would call Vodafone and ask why is that. Is the meter confused? Is it counting data from some other account?

3.Run a thorough antivirus and antispyware scan. It may take hours. If you don't have an antivirus I recommend you install Avast (free) and run a full scan on your system. Then another antispyware software and run a full scan on your system. Do it for each computer in the house. Do no run more than one antivirus at a time - uninstall anything you have there if installing a new software.

4.Not everyone understand what "anniversary" is - but I believe you have now found out it's the account cycle anniversary. Shame it took so long for someone to explain that to you. It would reduce your anxiety levels.

Good luck with that. Nothing much anyone else can do now, except yourself - follow the steps 2 and 3 above.

freitasm

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#186467 29-Dec-2008 09:44

johnr: I wonder if someone read the forum rules.

They are not official support forums

John, I thought the Vodafone forums were "official support forums" - or so I was led to believe by Paul and others.

freitasm

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#186472 29-Dec-2008 09:59

Oh I see. You have been using bad words in that discussion.

So the suspension was justified. Here on Geekzone it would be a permanent ban. So you're lucky the guys only suspended your account there.

euanandrews

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#186473 29-Dec-2008 10:04

johnr: They are not official support forums

Really?

If you are trying to confuse customers, that's a great way to go about it...

Vodafone New Zealand website...'Help and Support' section...'Forum'...if thats not official then it certainly must be at least misleading.

I did read the Welcome To The Vodafone Forum and Terms And Conditions For Using The Forum forum annoucements, and while they do clear that up/confirm what you just stated, I would imagine the majority of people don't go there first (or ever), and are under the assumption the forum is 'official' and 'supported', where they can get help and support.

I think that needs to be made more clear...maybe a disclaimer page on first visit to the forums that makes that very clear, a page that does not show after first visit so not to nag. (info stored in a cookie maybe)

Just food for thought.

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Move to New Zealand's best fibre broadband service (affiliate link). Free setup code: R587125ERQ6VE. Note that to use Quic Broadband you must be comfortable with configuring your own router.

johnr

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#186474 29-Dec-2008 10:07

Issue is tracking faults and making sure customers have incident numbers

John

DaveyBoy

4 posts

Wannabe Geek

#186484 29-Dec-2008 11:18

ban me or not I won't be going back to there forum after being ask if I was if I was giving my neighbourhood a free ride on my connection really did for me.
Maybe I did over react but at the end of the day I was only looking for answers.

cokemaster

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#186486 29-Dec-2008 11:26

It was a fair comment though. Many routers do leave their wireless access on by default without any encryption when you first purchase them.
This means any computer can connect and use your internet connection - any usage that they generate would be billed to your account.

Newer modems such as the Two-Wire or Thomson devices issued by Telecom by default have wireless encryption set to WPA and or turned off initially. This prevents anyone but the people who know the wireless password from connecting to your modem and using your internet.

I do get the impression that the explanation could have been clearer and easier to understand.

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euanandrews

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#186489 29-Dec-2008 11:46

Having read the whole thread, I think its a perfect example of poor communication...

DaveyBoy, you were given the answers to your question, but you still did not understand clearly...so the confusion continued...its an easy mistake when those who know much about the subject, may give an answer that was to technical or just included too much infomation, rather than telling you in simple terms the answer....

The 'anniversary' is the date you signed up.
That simple answer would have saved much frustration and confusion.

Why your history goes back so far, may be a system glitch, but these things do happen...

What needs to be pointed out bud, is that while these things can be frustrating, if you loose your cool, you just make the situation worse. (hence now your banned)

DaveyBoy

4 posts

Wannabe Geek

#186500 29-Dec-2008 13:33

this is something I understand it doe'nt sound like an accusation...if only it had been explained this way then who knows.

It was a fair comment though. Many routers do leave their wireless access on by default without any encryption when you first purchase them.
This means any computer can connect and use your internet connection - any usage that they generate would be billed to your account.

Newer modems such as the Two-Wire or Thomson devices issued by Telecom by default have wireless encryption set to WPA and or turned off initially. This prevents anyone but the people who know the wireless password from connecting to your modem and using your internet.

I do get the impression that the explanation could have been clearer and easier to understand.

DaveyBoy, you were given the answers to your question, but you still did not understand clearly...so the confusion continued...its an easy mistake when those who know much about the subject, may give an answer that was to technical or just included too much infomation, rather than telling you in simple terms the answer....

The 'anniversary' is the date you signed up.
That simple answer would have saved much frustration and confusion.

Why your history goes back so far, may be a system glitch, but these things do happen...

What needs to be pointed out bud, is that while these things can be frustrating, if you loose your cool, you just make the situation worse. (hence now your banned)

I dont think either me or the guys at vodafone forum will lose any sleep over it.

robbyp

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#186509 29-Dec-2008 14:13

freitasm:
johnr: I wonder if someone read the forum rules.

They are not official support forums

John, I thought the Vodafone forums were "official support forums" - or so I was led to believe by Paul and others.

Vodafones forums ARE part of vodafones NZs official support system, as shown on vodafones support page. If you don't want to be charged for phoning customer support or wait several weeks for an email, then the forum is the only way to commicate with vodafone for a fault or error with vodafones systems, for prepay users (or I call third class customers)

I still don't know how vodafone can get away with charging customers for support that is handled within a reasonable period of time, especially as NZ has some of the highest mobile rates in the world.

w2krules

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#186597 29-Dec-2008 21:59

Hmm. A perfect example of how customer support can go badly wrong.

A couple of comments:

I'm not impressed by the professionalism of the Vodafone CSR. I thought Rule #1 was always stay reasonable and polite, no matter how much you're copping it from the customer.
Always explain things clearly and calmly. Not everyone understands what is meant by their "anniversary date".
I can't help thinking that this could have all been sorted out by phone. I recently sent an email to my ISP about what to me was a serious issue, and was very surprised and pleased to get a phone call to discuss it.

Disclaimer: I've never worked in customer support, but have a great deal of experience from a client viewpoint.

I was a geek before the word was invented!

insane

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#187679 6-Jan-2009 01:37

I read that post and totally understood what you meant, and also why you though you may have downloaded up to 40 GB (20GB x2) as the letter stated that you had used your double your data. Also as you recently joined yet had data going back years sugests an issue on the vodafone side of things.

While some of the comments there were helpfull, others werent. Good luck with your next VF experience... the cancellation :D

and I thought the mods here were harsh.....

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