An outrageous behavior of VDF CSR and I need an advice

Forums › One NZ (including Farmside) › An outrageous behavior of VDF CSR and I need an advice

nxc

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#27656 3-Nov-2008 09:38

Recently, I noticed my prepay credit ran out real fast. I have checked with 777 that because of the internet usage. Well I did have broadband with on account so I asked them 2 weeks ago to stop it. The CSR said yes it's done, one and for all.

Oops, they did it again, my prepaid hits the wall and rang 777 again, same issue. I asked why, the CSR said, no record back 2 week, you did ring but appear you didn't request for disconnect internet, I disconnect you now and you should be informed in next 24-48 hours.

It's completely rubbish since I asked them to disconnect my internet 2 week ago but they chose to not do so and charged me. I asked for the original CSR so that I can make complaint directly to him. Fantasticly, I got the answer "no record regards to that information sir!" - Outrageous! it appears vodafone like a pandora box!

They allowed them to make mistake and passed it on customer. I request to talk to somebody about this, CSR put me on mute and later said nobody available, asked me to lodge complaint on vodafone website and somebody will be touched base with me in 23-48 hours (not sure how this work before anyone ?) and hang up!

Well I try to lodge the complaint now. But why else can I do to stop this happen again?

xpd

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#175400 3-Nov-2008 10:04

Not much you can do except keep complaining.... I had major issues with Vodafone recently regarding a mobile account and got told so many things by different CSRs it wasnt funny.... I pretty much blew my top in the Vodafone forums and Paul Brislen (did I spell that right.. probably not :) ) PM'ed me and we finally got everything sorted and I havent had any problems since.

Just keep records of emails/faxes/names etc when you deal with large companies like this, at least then youve got something to go back on and not just "my word vs their word".

XPD / Gavin

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GJB21

55 posts

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#175403 3-Nov-2008 10:19

A promise to call back from VF is like a No. 49 bus - it never comes.
Good luck is all I can say.
They have good records of inbound calls, but inneffective systems when it actually comes to doing anything.
You can try email, but again in my experience they don't answer them; probably as that would leave a record that could be in your favour.

richms

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#175593 3-Nov-2008 22:40

I have paid $4 for 4 promises of call backs on my various prepays, and recieved zero call backs.

My N95 has to go back next week, and that will mean the closure of the data only account, and that will be the end of my business with vodafone mobile after many many years of being with them.

Richard rich.ms

nxc

45 posts

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#175607 3-Nov-2008 23:48

I couldn't find the complaint facility on Vodafone homepage. So I decided to send email to Paul with hope to get it fixed. Luckily, he did a great job again. He escalated problem and I have confirmed the issue has resolved. My prepaid account is no longer had gprs active - this time I got a record - email confirmation!

Obviously, the second CSR has lied big time when said it'd take ages to fix it since it's almost done within 2 hours since i contacted Paul. They are pretty fast response until I asked what happens to my credits ? No answer - as expected. Well just a few coins, but it's about fair given that I pay 'em ~200 monthly on average for on account , prepaid and home service.

What might happen is:
- The first CSR forgot to note down disconnected my prepaid account
- The second CSR tried hard to get away the problem since she doesn't hold responsibility as Vodafone rep so she lied and hang up on me.

Why don't they make me happy in first place with a simple sorry or even better a credit back rather than being bully to customer.

Bring it on the GSM Telecom... June is coming ;)

nxc

45 posts

Geek

#175865 4-Nov-2008 20:42

Surprisingly, this morning one of Vodafone rep has contacted me and offered full credit as good will. Tbh, I am really surpise to see the issue end in quite an optimal solution.

indapie2000

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#176038 5-Nov-2008 11:02

That was very good of them to call you back and offer a credit as jesture.

I myself work in a call centre (not Vodafone though!!!) and can really understand this kind of situation.
My advice, if anything like this happens again (and goes with any customer service centre) is to not blow your top off!! Meaning don't get all huffy and angry about it.
Doing that only makes the job more stressfull for the CSR that you are dealing with and they may make mistakes, whereas if things were calm then it can all get resolved in a timely manner.

I'd also say if the CSA advises there are notes about a previous call, ask to speak to a team leader and have the call pulled (if the CSR doesn't offer any solutions.)

Also with the CSR putting you on mute and saying no one can help at that time, I can understand that too as the T/Ls at my work are sometimes useless and don't want to take complaint calls (even though it's their job) and leave it to us. Or for some reason they may all be at a meeting etc, and getting someone to call back in the next 24hrs is the best option. (also gives you time to cool off and for the T/L to get all the info together)

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Kemyst

23 posts

Geek

#176536 7-Nov-2008 09:27

I had the same experience when I tried to cancel my service. Called CSR to cancel and was told "accounts that are number/line ported to another provider are automatically closed". Low and behold, I get a another bill, even though I have ported to another provider.

Tried to email support online. Bad idea, it gets an auto generated email saying that online email support is NOT MONITORED and to call.

I called & the good old IVR suggests that I will have to wait for 2 hours before talking to a CSR. So I call a mobile CSR, who immediately transfers me through to someone who is miraculously not on calls for 2hours and then hangs up on answer.

Vodafone, you fail!

davide

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#176766 8-Nov-2008 01:17

I think you will find that Telecom GSM is not coming.

------------------------------------------------------
David Elsbury
Freelance Lighting, Sound and AV Technician
"Technician like ninja... live in shadow, move in silence"

richms

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#176768 8-Nov-2008 01:33

UMTS is and thats even better so there will be no problems with crappy handoffs back to 2g when on telecom ;)

Richard rich.ms

Loftus

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#176792 8-Nov-2008 10:01

Are Telecom CSR's any better than Voda's?

nxc

45 posts

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#176808 8-Nov-2008 11:43

Loftus: Are Telecom CSR's any better than Voda's?

I'd doubt about it. But once they use the same technology, they are in the same league, then it comes to price and level of service. With new service from telecom, it would make vodafone mngt sit down and rethink. Currently, I know awful lot of people are with Vodafone because of overseas compatability issue.