Telecom and Vodafone customer experience

Forums › Spark New Zealand (including Skinny and BigPipe) › Telecom and Vodafone customer experience

freitasm

BDFL - Memuneh
80646 posts

Uber Geek
+1 received by user: 41030

Administrator

ID Verified

Trusted

Geekzone

Lifetime subscriber

#18051 24-Dec-2007 19:48

I just heard a story that made me gasp...

MIL went to a Vodafone store to cancel a data plan. The salesperson told her he couldn't do it and she should call 777. Fine. Then she started asking about transferring (she doesn't know what "porting" is) FIL's phone number from Telecom to Vodafone, and the same salesperson sent her away saying he was busy - "can't see, the store is full it is Christmas eve!".

Ridiculous!

Then she walked to the Telecom shop next door and asked about a new phone for FIL, and ended up asking what she would need to do to have her Vodafone number on Telecom - since the previous Vodafone salesperson had been so rude to her.

The Telecom salesperson told her this isn't possible and that she would need to buy a new Telecom handsets with a new number, and buy a prepay Vodafone card to record a message instructing people to call the new Telecom number.

Why a prepay that wouldn't even be connected to her old number, and why this salesperson didn't even tell her about Number Portability is beyond me. And the guy was the store manager!

What a extremely bad service from both operators. A shame. A real shame that sales people are so interested in filling their quotas and sales numbers instead of doing the right thing. I wonder if this is why the number of ported numbers seem to be so low...

Since MIL hasn't close the Vodafone account yet I will try and start the number porting on boxing Day, trying to fix the web of lies and deceipt these two stores created.

Shame on you both.

PS.

MIL = Mother-in-law, FIL = Father-in-law.

Referral links: Quic Broadband (free setup code: R587125ERQ6VE) | Samsung | AliExpress | Wise | Sharesies

Support Geekzone by subscribing (browse ads-free), or making a one-off or recurring donation through PressPatron.

hellonearthisman

1819 posts

Uber Geek
+1 received by user: 52

Trusted

#101726 24-Dec-2007 22:43

Looks likes they are on the same playing field, in terms of quality of customer care.
It's sad that the information is so slow to get into the stores and the zeal of the xmass seller.

nzbnw

2374 posts

Uber Geek
+1 received by user: 22

Trusted

Spark NZ

#101735 25-Dec-2007 00:30

Where abouts was this freitasm? Just out of interest do you know if both or either the stores involved where dealers or owned stores by the carriers?

nzbnw

paulchinnz

Circumspice
796 posts

Ultimate Geek
+1 received by user: 223

Trusted

Lifetime subscriber

#101737 25-Dec-2007 02:26

Strewth that's bad ... don't salespeople know people have access to the interwebs these days and know stuff?! Anyway, are you feeding back to the noobs at the stores or something?

By the way, off topic, but Blessed Christmas Mauricio, thanks for putting up with my noobness on the GZ forums.

freitasm

BDFL - Memuneh
80646 posts

Uber Geek
+1 received by user: 41030

Administrator

ID Verified

Trusted

Geekzone

Lifetime subscriber

#101740 25-Dec-2007 06:57

I wasn't going to say but it was Queengate (Lower Hutt). And I am coming this Wenesday to the Telecom shop to try and cancel the account they pushed down the throat of a customer who only really needed to sign the number porting forms.

They better be nice then.

Referral links: Quic Broadband (free setup code: R587125ERQ6VE) | Samsung | AliExpress | Wise | Sharesies

Support Geekzone by subscribing (browse ads-free), or making a one-off or recurring donation through PressPatron.

freitasm

BDFL - Memuneh
80646 posts

Uber Geek
+1 received by user: 41030

Administrator

ID Verified

Trusted

Geekzone

Lifetime subscriber

#101742 25-Dec-2007 06:58

paulchinnz: By the way, off topic, but Blessed Christmas Mauricio, thanks for putting up with my noobness on the GZ forums.

Thanks, for you too!

Referral links: Quic Broadband (free setup code: R587125ERQ6VE) | Samsung | AliExpress | Wise | Sharesies

Support Geekzone by subscribing (browse ads-free), or making a one-off or recurring donation through PressPatron.

nzbnw

2374 posts

Uber Geek
+1 received by user: 22

Trusted

Spark NZ

#101758 25-Dec-2007 15:46

Good luck, if you have any problems let me know, I will see what I can do to help.

PS: Happy Xmas!

nzbnw

Samsung

Shop now on Samsung phones, tablets, TVs and more (affiliate link).

freitasm

BDFL - Memuneh
80646 posts

Uber Geek
+1 received by user: 41030

Administrator

ID Verified

Trusted

Geekzone

Lifetime subscriber

#101898 27-Dec-2007 13:04

Sorted. Or almost...

I went with my mother-in-law to another Telecom store. The manager on this store believes the othe store didn't do a number porting because the handset she bought does not support the 021 numbers.

Incompetence on the first store, because she asked to have her number on that handset, and the sales person said it couldn't be done. He didn't tell her it was because of the handset, just "couldn't be done".

So now that handset is returned and she bought a new one. The number porting request is done as well.

However the store manager has no idea if her Vodafone number will continue to be listed in the white pages. He doesn't know what is needed to do to have it listed - or to continue to be listed as it is the case.

All in all a complete unnecessary waste of time - mine, mother-in-laws and the second store manager - that could have been avoided if the first guy could just give appropriate advice instead of just "selling stuff".

I wonder if more people would port their numbers between providers if those sales people actually did their work instead of mucking around.

The manager at the Johnsonville store was good though, accepting the returned handset that was bought somewhere else and going through the process.

Now to see if the white pages listing works or what we have to do...

Referral links: Quic Broadband (free setup code: R587125ERQ6VE) | Samsung | AliExpress | Wise | Sharesies

Support Geekzone by subscribing (browse ads-free), or making a one-off or recurring donation through PressPatron.

nzbnw

2374 posts

Uber Geek
+1 received by user: 22

Trusted

Spark NZ

#101908 27-Dec-2007 15:11

For a whitepages listing, contract the 123/6 team and they will ensure it is done for you, or my ask you to contact YPG.

nzbnw

freitasm

BDFL - Memuneh
80646 posts

Uber Geek
+1 received by user: 41030

Administrator

ID Verified

Trusted

Geekzone

Lifetime subscriber

#101910 27-Dec-2007 15:34

Thanks, I will follow up on that after the number porting is confirmed.

Referral links: Quic Broadband (free setup code: R587125ERQ6VE) | Samsung | AliExpress | Wise | Sharesies

Support Geekzone by subscribing (browse ads-free), or making a one-off or recurring donation through PressPatron.

nzbnw

2374 posts

Uber Geek
+1 received by user: 22

Trusted

Spark NZ

#104068 10-Jan-2008 19:54

freitasm: Thanks, I will follow up on that after the number porting is confirmed.

freitasm, how did you go with this? (Sorry to bump this thread everyone).

nzbnw

freitasm

BDFL - Memuneh
80646 posts

Uber Geek
+1 received by user: 41030

Administrator

ID Verified

Trusted

Geekzone

Lifetime subscriber

#104071 10-Jan-2008 20:05

The store manager said there's nothing to be done, the white pages listing will be automatically renewed. He better be right because she won't be happy if the number is not listed - she's a marriage celebrant and a JP and needs this thing working.

If it doesn't list next year it will be a full year before the number is relisted - and another person who won't be in love with Telecom.

Referral links: Quic Broadband (free setup code: R587125ERQ6VE) | Samsung | AliExpress | Wise | Sharesies

Support Geekzone by subscribing (browse ads-free), or making a one-off or recurring donation through PressPatron.

Dell

Shop now for Dell laptops and other devices (affiliate link).

nzbnw

2374 posts

Uber Geek
+1 received by user: 22

Trusted

Spark NZ

#104074 10-Jan-2008 20:08

PM me the details and I will follow it up for you when I get back from Aussie (or get someone else to do it

) if you wish?

nzbnw

riahon

946 posts

Ultimate Geek
+1 received by user: 90

#104078 10-Jan-2008 20:33

I would be checking regularly on www.whitepages.co.nz to make sure it is listed - wouldn't wait for book to come out to realise mistake has been made.

nzbnw

2374 posts

Uber Geek
+1 received by user: 22

Trusted

Spark NZ

#104084 10-Jan-2008 20:46

Agreed, it needs to be provisioned as a PUBLISHED number in Telecom's provisioning systems, otherwise it WILL NOT be listed it the Whitepages and or the 018 Directory service.

nzbnw