Vodafone Customer Support

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ajobbins

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#20099 13-Mar-2008 10:31

Is anyone else having issues with Vodafone CS over the last couple of days? I have been trying to get some account information out of them for 3 days now and every time I call they tell me their system is down and to call back in 24 hours.

Ahhhhhhhhhh!

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#116287 13-Mar-2008 10:43

I called to go through call usage on PP 3 days ago and was told they were unable to view usage due to system issues and was told 24hrs also.. Guess it's been a little longer than they expected. My Vodafone online shows me call details for my OA ok

Though I admit the girl in Cairo was very nice to deal with :)

grant_k

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#116300 13-Mar-2008 11:20

cranz: ...Though I admit the girl in Cairo was very nice to deal with :)

I phoned up yesterday with an issue concerning my On Account mobile:

- Couldn't make any outgoing calls
- Couldn't send any texts
- If someone tried to ring my number, it gave the disconnected tone

I hadn't realised at the time that I was speaking to someone in Cairo, but looking back, it now makes sense. Each time I gave a number with a 2 in it, the woman read it back to me as a 3

After talking to her for around 30 minutes, during which I was put on hold at least 10 times, we got nowhere so far as resolving my problem was concerned

She promised me that: "The business team will call you back within the next 5 days Sir"

I was speechless for a moment, but then queried this statement: "5 days, are you sure"?

"Yes, unfortunately, that is the best I can do for you Sir".

Obviously, this is totally unacceptable so I grabbed my landline phone, and called the business team directly via their 0800 number. They were much more helpful, and we solved the problem very quickly.

For some reason, my phone was not working properly even though everything appeared normal. By taking the SIM card out and putting it in another phone, everything came right, and with the SIM back in my phone, everything is still working OK.

Go figure as to what actually happened here, but I thought it was extremely odd that my number gave the disconnected tone. If it was a problem with my phone, why didn't callers get diverted to my Voice Mail?

And before anyone asks -- YES, my account was all paid up to date, and the Vodafone CSR confirmed that there were no call bars in place at all. Basically, nobody I talked to was able to explain what happened at all.

It's a big concern that this situation occurred. To make sure everything is still OK, I've been calling my mobile from another phone every so often, just to make sure that it is still working properly. No further problems so far (touch wood).

Johnr or Cranz or Paul Brislen:

- Have any of you seen this kind of problem before?
- Is there anything I can do to stop it happening again?
- Maybe I need to buy a new phone?

bcourtney

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#116305 13-Mar-2008 12:17

My girlfriend has had an ongoing issue now for months in that she doesn't get sent out her monthly invoices/statements. Everytime she has rung through the CSR tells her that the problem is sorted and she will begin receiving invoices again. Still hasn't happened.

She rang back yesterday and this time was told that it was ridiculous to think that the issue lies with Vodafone and that she should take it up with NZ Post!! That aside, she asked the CSR if she could pay her outstanding balance over the phone with him. He tried but said the system was down and that she should hang up and try again with the automated system.

This then also didn't work. The she got a text to say she was overdue and the balance had almost doubled since she got off the phone to the CSR just minutes beforehand!! After taking it up with NZ Post she was quite comfortable with the fact that the problem certainly wasn't with them considering they don't have any issues with any of our other mail getting to us.

After getting no further help from the VF CSR once more she has now decided that the best option is to simply cancel her VF account (something I'm considering also doing with my business account).

We get much better Telecom coverage at our place plus with the added bonus of the new Telecom network coming at the end of the year, there is absolutely nothing that will keep me tied to VF (currently roaming has me tied to VF).

Absolutely appalling service from VF. Your CSRs are ridiculous. No training required at VF I take it?? Maybe sending your call centres off-shore will bring service levels up?? And that's saying something...

ajobbins

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#116307 13-Mar-2008 12:26

bcourtney: Maybe sending your call centres off-shore will bring service levels up?? And that's saying something...

I believe that is part of the problem. Vodafone's call centre is currently in Cairo, Egypt.

bcourtney

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#116308 13-Mar-2008 12:28

adamj:
bcourtney: Maybe sending your call centres off-shore will bring service levels up?? And that's saying something...

I believe that is part of the problem. Vodafone's call centre is currently in Cairo, Egypt.

Super.

Maybe it needs to be shifted to the Phillipines then...

VFNZPaulBrislen

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#116313 13-Mar-2008 12:43

A few points:

1: we have ONE call centre in Egypt. There are THREE others in Auckland.
2: we do have a problem with some of the call reps in Egypt not being able to see the Vodafone NZ billing system at the moment. That started this morning and should be fixed shortly. The majority of staff in Egypt and all the local staff can still access the system so CSRs should be able to process your requests.

Cheers

Paul

Paul Brislen
Head of Corporate Communications
Vodafone

http://forum.vodafone.co.nz

cranz

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#116316 13-Mar-2008 12:46

To clarify something, PART of the call center is in Cairo. The majority of the call center is still based in Auckland (thats New Zealand)

grant_k: I have seen a similar problem that affected incoming calls/txts but not outgoing, usually its where the network thinks the phone is unreachable so it doesn't send anything to the phone (sleepy phone - the phone still shows coverage but isn't correctly connected to the network). This doesn't happen nearly as often anymore I beleive. Generally turning the phone off/on would have fixed this, or making an outgoing call would alert the network that you were currently active (some of you probably have noticed this, when you make a phone call you suddenly get a flood of TXT messages). It was recommended (like any other peice of technology) that you turn your phone off atleast once a week (give it break guys!

). As I said I beleive this was fixed, either through manufacturers or network (I'm not sure which side was the fault).

Edit: Ah Paul you bet me to it!

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ajobbins

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#116319 13-Mar-2008 12:57

PaulBrislen: 1: we have ONE call centre in Egypt. There are THREE others in Auckland.

Can you please elaborate on this? My assumption (Based on the fact the last 5 or so times I have called 777) is that when you call 777 and transfer to a CSR, you get Cairo. Maybe your other call centres are for other business units? Ie. Business, Billing etc? Please correct me if this is not the case.

PaulBrislen: 2: we do have a problem with some of the call reps in Egypt not being able to see the Vodafone NZ billing system at the moment. That started this morning and should be fixed shortly. The majority of staff in Egypt and all the local staff can still access the system so CSRs should be able to process your requests.

Why have I (And others obviously) been told to call back in 24 hours for the past 3 days if the issue only occured this morning?

Also Paul, can you please have someone fix your hold music. My ears are bleeding (Not literally ;).

VFNZPaulBrislen

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#116320 13-Mar-2008 13:03

adamj:
PaulBrislen: 1: we have ONE call centre in Egypt. There are THREE others in Auckland.

Can you please elaborate on this? My assumption (Based on the fact the last 5 or so times I have called 777) is that when you call 777 and transfer to a CSR, you get Cairo. Maybe your other call centres are for other business units? Ie. Business, Billing etc? Please correct me if this is not the case.

I don't know how calls are split up but they're all for INCOMING calls - we have other teams for outbound etc... I believe prepay calls get directed to Egypt first but I'm not sure.

PaulBrislen: 2: we do have a problem with some of the call reps in Egypt not being able to see the Vodafone NZ billing system at the moment. That started this morning and should be fixed shortly. The majority of staff in Egypt and all the local staff can still access the system so CSRs should be able to process your requests.

Why have I (And others obviously) been told to call back in 24 hours for the past 3 days if the issue only occured this morning?

No idea - the problem in Egypt came about this morning as far as I'm aware... if it had been the same problem for three days I would have hoped someone might have mentioned it sooner, so I'm guessing it's a different issue.

Also Paul, can you please have someone fix your hold music. My ears are bleeding (Not literally ;).

I like to put my phone on speaker when I'm on hold so everyone can share in my experiencej! Try it, misery doesn't just love company, it demands it!

cheers

Paul

Paul Brislen
Head of Corporate Communications
Vodafone

http://forum.vodafone.co.nz

grant_k

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#116324 13-Mar-2008 13:08

cranz: ...Generally turning the phone off/on would have fixed this, or making an outgoing call would alert the network that you were currently active (some of you probably have noticed this, when you make a phone call you suddenly get a flood of TXT messages). It was recommended (like any other peice of technology) that you turn your phone off atleast once a week

Thanks Cranz, but I had already tried that. The phone was turned off then on at least twice during the affected period (2 days at least that I know of, but could have been longer) but it didn't change anything.

It wasn't until I removed the battery & SIM, then replaced them that the phone started to behave itself again. This has never happened before and I've had the same phone for almost 3 years.

It had all the appearances of a network problem with something barring my phone from access. Very strange to say the least

ajobbins

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#116330 13-Mar-2008 13:20

Thanks for the speedy response Paul.

Firstly, I'm onAccount, so I would have thought at least some my recent calls would have ended up in NZ if that were correct. No matter tho.

Secondly, I don't know what other feedback VF is getting about their Cairo setup however for me personally the experience has been quite bad. The CSR's are obviously trying quite hard but there is a big language barrier to start with. The call connection leaves alot to be desired (Although still better than other outfits I have dealt with with offshore phone support) but most importantly the CSR's just do no seem to know what they are doing.

For example, we called the other day to enquire about porting my girlfriends 027 number to Vodafone. The CSR (Who was in Cairo) did not even know what Number Porting was and had to put me on hold every few sentences so she could find out what I was on about.

We then went to Vodafone Retail on Lambton Quay who were super helpful and sorted the port for us. They also sorted my change of bestmate to the GF's new ported number, as 777 weren't able to do it as "027 numbers are not Vodafone numbers". After explaining the number was ported, and the CSR putting me on hold to find out what porting was, he couldn't do it for me as the "System was down" (This was Tuesday).

With the hold music Paul, the volume is obvioulsy two high for your phone system as it gets to a certain volume as they just sounds like loud static or starts muting. This is the same no matter where I call from (VF mobile, TCNZ mobile, TCNZ landline, VFX landline) so it's not an issue at my end. It's quite painful to listen to. I'm pretty sure the only song it actually plays now is Bohemian Like You by the Dandy Warhols, which is a cool song, but your hold music is ruining it for me!

willnz

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#116333 13-Mar-2008 13:34

I called 777 the other day and was speaking to someone in Auckland. At least, that's what they told me, and their english was pretty good

and managed to get everything sorted pretty much immediately.

On a side note though, I signed up for Family through the website 3 days ago now (bad idea I know, but I couldn't be bothered calling at the time..) - I wonder if I'll get my $20 credit if it goes into 5 days (easily, without spending 8 months to get it like I had to do for my $500 signup credit)?

alasta

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#116337 13-Mar-2008 13:43

bcourtney: My girlfriend has had an ongoing issue now for months in that she doesn't get sent out her monthly invoices/statements.

I won't be getting any printed statements either for the forseeable future.

I moved house about a month ago and tried to update my address through Manage My Account online but had no success after trying repeatedly as this part of the web site doesn't seem to be working properly. Later, I phoned the call centre and the girl there took down my new address but when I looked at Manage My Account afterwards I discovered that she had mis-keyed the address (she entered 59 instead of 5 as the house number). I then send an email using the contact form on the web site and over two weeks later I still haven't had a response.

I am astounded that after trying by three different methods I am still unable to get Vodafone to do something as simple as acknowledge my new postal address.

willnz

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#116338 13-Mar-2008 13:44

I sent an email many months ago, can't even remember what it was for now. It was a relatively simple request. To date, it has not been responded to nor actioned.

bcourtney

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#116347 13-Mar-2008 14:00

I've just spoken to my girlfriend again now and she has rung through to VF again a little earlier today and has yet again been told the same thing - can't do anything as system is down. Can't pay bill, can't change address, can't give balance, can't give a flying f***...

I'm not sure about you guys but some of us really don't have the time to be constantly on the phone to someone with the people skills of a gnat every 2nd day (or every day as it currently stands) just to get something as simple as an address changed and, Lord help us, give us the chance to give VF some money (VF apparently don't want that at the moment either!!).

As much as the quick responses as greatly welcomed and appreciated from those in the know (Paul Brislen especially - you're seem like a bloody top bloke and with a job like yours, you must have the patience of a saint!), they're simply not helping the situation and not easing any frustrations that many of us seem to have with VF.

Confirming that yes, you do have a sub-standard call centre setup in Egypt means nothing to us the end user when we don't really give a rat's about what happens behind the scenes, we simply want to know when and if VF will ever have a stable enough system to cope with the relatively simple requests that we, the end user, puts to you.

So - will you?? Ever have a stable enough internal system to cope with these requests that is(remembering that many people have had ongoing issues for months and months now, granted some are intermittent). Or do we jump ship, leaving our frustrations behind??

I wanna stick with you, as does my GF, we really do - but come on now, things are getting out of hand

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