Vodafone's Customer services IS non existant!

Forums › One New Zealand (including Vodafone, WxC, Farmside) › Vodafone's Customer services IS non existant!

paradoxsm

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#12021 23-Feb-2007 13:33

I phoned them up today to disconnect the old number.

10 minutes went by, "a vodafone rep will be with you shortly"

2 minutes later "Vodafone answering service" ANSWERING SERVICE!!!!!

I told her that for the wait and then get an "answer service" I am disconnecting my account (it was the intention of my call, and I was very pleasnt to her.) Never get agro at an innocent CS rep unless they are making screwups.. Rule #1

grant_k

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#61753 23-Feb-2007 13:59

Yeah, it's sad how the standards have slipped at Voda's call centre.

A few years ago you could get through to a person immediately, or on very rare occasions, after a short wait.

Given that Voda's customer base has been growing at a snail's pace in recent quarters, the reason for this drop in service standards cannot be explained by huge numbers of customers coming on board and overwhelming the call centre staff...

Which leaves just 3 reasons that I can think of:

1) Cost cutting on Voda's part i.e. not replacing staff as they leave
2) Poor performance of the systems in their call centre so that the whole operation is less efficient at handling calls
3) Their customers are getting increasingly frustrated at all the things that aren't working properly e.g. 3G outages, Calls not received, SMS not able to be sent -- the list goes on -- and hence are calling Voda's Customer Service Centre much more often, resulting in horrendous delays.

My money is on the last one, and the answer is obvious if not simple:

==> FIX IT so that things work properly
==> Overhaul the lame web site so users can quickly/easily find the info. they need without having to call Customer Service

Just my 2c worth as a Vodafone customer of 8 years standing...

</rant>

Jama

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#61755 23-Feb-2007 14:07

The service might improve once Optus purchase Vodafone Oz and NZ.

grant_k

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#61757 23-Feb-2007 14:19

Jama -- Are you serious or is this another example of your dry/witty sense of humour???

Jama

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#61764 23-Feb-2007 14:47

I am serious - this is a persistant rumour that has recently resurfaced. Of course it could just be that - a rumour.

grant_k

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#61765 23-Feb-2007 14:54

Hmmm, OK...

I'm not sure whether that would be a good or a bad thing if it eventuates?

Possible upsides:

* Optus are more focussed on Australasia rather than being part of a gi-normous multi-national (albeit they are owned by Cable & Wireless - UK company) if I recall
* Transtasman roaming might become more affordable under Optus ownership

Possible downsides:

* Optus might not have such deep pockets when it comes to capital expenditure
* Roaming outside of Australia/NZ might become more expensive (although it's hard to imagine they could justify it)

Anyone have any better ideas?

johnr

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#61768 23-Feb-2007 15:20

This info is better given out on April 1st

Jama

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#61769 23-Feb-2007 15:36

Why? Is that the start of the Vodafone financial year John.

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johnr

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#61770 23-Feb-2007 15:37

Jama:
Why? Is that the start of the Vodafone financial year John.

If you want it to be

sbiddle

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#61773 23-Feb-2007 15:42

Grant17: Hmmm, OK...

I'm not sure whether that would be a good or a bad thing if it eventuates?

Possible upsides:

* Transtasman roaming might become more affordable under Optus ownership

Transtasman roaming for NZers in Australia is very affordable now (same prices as NZ). It's a pity the same doesn't apply in reverse - Vodafone oz customers pay big $$ for the priviledge of using Vodafone NZ's network because there is only single GSM network therefore no need to offer better pricing where Vodafone oz want the business because of the presence of multiple GSM networks.

Getting back top the rumours these keep resurfacing all the time however you have to wonder whether the ACCC would let it happen now, they had issues when Vodafone tried to buy Optus. The market is a lot more developed now so they may have a different opinion.

freitasm

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#61775 23-Feb-2007 15:57

Grant17: * Optus are more focussed on Australasia rather than being part of a gi-normous multi-national (albeit they are owned by Cable & Wireless - UK company) if I recall

Optus is a subsidiary of Singtel (Singapore Telecom).

paradoxsm

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#61795 23-Feb-2007 19:34

So.... 8 hours on... The expected call... never arrived.. ZZzZZZzzZZzzZZZzzzZZZzzZZZzzzzzzzzzzz

Other major problems with Vodafone today... but will blog this.

richms

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#61831 24-Feb-2007 12:20

Ive left a message with their message service before, and the next day got a text to say there was a new voicemail, which was from them. No idea if they tried calling, because the phone was on and in close to full signal and didn't ring, but I suspect they just send messages to your voicemail instead of calling so they can mark them off as complete easier.

I didn't bother calling back.

Richard rich.ms

paradoxsm

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#61845 24-Feb-2007 15:29

Malware free, And have not had an infection for 4 years... no hassles! no money down! I used to pay for Nod32 and I'll probably buy avast when I get some more spare funds (just had to buy a new machine)

bradstewart

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#61848 24-Feb-2007 16:37

paradoxsm: Malware free, And have not had an infection for 4 years... no hassles! no money down! I used to pay for Nod32 and I'll probably buy avast when I get some more spare funds (just had to buy a new machine)

??? Wong thread maybe? Or did I miss something?

paradoxsm

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#61851 24-Feb-2007 17:03

Toally wrong thread.. there is either some strange script thing on GZ today... or more likely the Opera portable over EVDO i am now using on the the new half-installed PC

Whoops!