Horrendous Vodafone Customer service

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stevec
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#2483375 14-May-2020 08:49

All good for our upgrades. Spoke with Toby from Vodafone's 'Consumer Inbound Retention' in Christchurch. Got a more suitable plan for my sister and changed our own plan - ten dollars a month cheaper and five times the speed (in theory). All looking good. They sent to Downers Dude to see Helen, and move her phone from a copper cable to plug into her router. (Also wants to buy pine cones from her grandchildren.) All good.
We weren't told that our static IP was going to change. No big deal though. Rebooted the cable modem, Mikrotik RB750Gr3 picked up the new IP address and all was sweet.
We each have our first bill. Helen was only charged for phone, no broadband, very odd. Ours looked fine. We hope that next month billing will settle down.

:-)

MadEngineer

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#2496989 2-Jun-2020 19:15

[Damn, thought i hit quote not edit ...]

You're not on Atlantis anymore, Duncan Idaho.

MadEngineer

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#2496993 2-Jun-2020 19:23

Re the above:

So my wife queried a couple of txt messages with me she got that said her account was owing money. My reaction was the same as hers, thinking they were spam or dodgy. Then I learn through the online chat that she has been moved to an account. Bloody weird and not a request my wife would have made. It's been like that since February and has clocked up $70 worth of usage somehow. No plan as such has been added which makes it all the more bizzare.

Vodafone chat was utterly useless with disconnects and slow replies.

The chat above was certainly NOT closed due to activity. It showed that within seconds of my last response.

You're not on Atlantis anymore, Duncan Idaho.

antoniosk

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#2497002 2-Jun-2020 20:13

Well, I had a very good experience yesterday.

for some reason, my cable connection lost its IP address even though it was connected. So no internet.

i called at 1pm when I was home. The IVR was the usual mash of useless options and advertising, but took 2 mins. I went straight through to faults team.

the person I spoke to was very, very good. Reset my connection, had me up and running within 90 seconds. No script jockey work, except for the usual checks. I don’t know where in the world he was and really I don’t care - the problem was solved quickl and without fuss,

A simple fault but also quickly handled by a competent person.

-AK.

________

Antoniosk

quickymart

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#2497105 2-Jun-2020 23:02

Now if only every call was handled as well as that.

kingjj

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#2497128 2-Jun-2020 23:41

SteveC: All good for our upgrades. Spoke with Toby from Vodafone's 'Consumer Inbound Retention' in Christchurch. Got a more suitable plan for my sister and changed our own plan - ten dollars a month cheaper and five times the speed (in theory). All looking good. They sent to Downers Dude to see Helen, and move her phone from a copper cable to plug into her router. (Also wants to buy pine cones from her grandchildren.) All good.
We weren't told that our static IP was going to change. No big deal though. Rebooted the cable modem, Mikrotik RB750Gr3 picked up the new IP address and all was sweet.
We each have our first bill. Helen was only charged for phone, no broadband, very odd. Ours looked fine. We hope that next month billing will settle down.

:-)

@SteveC That would have been my brother - I hope his service was top notch! He's one of the unfortunate souls that was moved to Tech Mahindra, they're losing most of the experienced ones like him as T M slowly replaces them all with cheaper labour.

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SteveC

stevec
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#2497204 3-Jun-2020 08:46

kingjj: SteveC That would have been my brother - I hope his service was top notch! He's one of the unfortunate souls that was moved to Tech Mahindra, they're losing most of the experienced ones like him as T M slowly replaces them all with cheaper labour.

Excellent service. Conscientious and professional. Sent emails that he promised, everything was fine (except for advice about the IP address changing).
Didn't buy any pine cones from my sister's grandchildren though - Dowers tech who switched her phone around did! :-)
Pity Tech Mahindra don't seem to have sustainable staffing polices - their home page is excellent! https://www.techmahindra.com/

wlgtraderx

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#2497424 3-Jun-2020 15:09

Aargh VODAFONE 😭

- Horrible IVR, slow talking, treating us like idiots to turn off modem, asks you to put in phone number then whoever picks up asks it again

- Innumerable phone numbers to call, innumerable teams, sales, retention, provisioning, ninjas, hand off between them, then they hang up on you

- Directed in an email to use "Ninja" Live chat that just directs you to call a phone number if its technical..

- Asked for pin before given help which was never given, turns out was just year of birth..

- Rolled off old plan onto new much more expensive plan with no phone call or email

- Wait on hold for ages then just hung up on

- promised phone number would be turned off then on via hfc rather than copper - multiple days later still not done

- get numerous emails saying "your order has been updated" but nothing changes in the email

- many online portals, but none that work

- On the plus side they have promised me a very cheap very fast internet and phone and given me various freebies.. but still.

hmmm

quickymart

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#2497531 3-Jun-2020 17:18

What a nightmare.

@JasonParis

wlgtraderx

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#2502601 10-Jun-2020 23:24

Day X (have lost count) of no landline (some sort of provisioning kerfuffle related to a plan change and move to landline via HFC and off copper)

Thought yesterday I would try the "social media care team" - sounds good! Apparently they are available every day from 8am-9pm according to https://www.vodafone.co.nz/contact/

I dutifully fired up Facebook and wrote a nice descriptive message into messenger to the "care team".

No response for 18 hours...

Then a bing..

Unlocked phone - help is on the way!

"Hi there, thanks for getting in touch, to resolve your query sooner please chat with our chatbot TOBI... blah blah"

(if you have technical query TOBI asks you to ring the call centre, which if you do that you end up in the hand off and hung up and hold loop of Vodafone doom)

But there was more! "If you are unable to use TOBI please reply to this message and someone will assist you as soon as available"

I have dutifully asked for help again..

13 hours have passed but alas, help has yet to arrive.

JasonParis

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#2502783 11-Jun-2020 10:23

wlgtraderx:

Day X (have lost count) of no landline (some sort of provisioning kerfuffle related to a plan change and move to landline via HFC and off copper)

Thought yesterday I would try the "social media care team" - sounds good! Apparently they are available every day from 8am-9pm according to https://www.vodafone.co.nz/contact/

I dutifully fired up Facebook and wrote a nice descriptive message into messenger to the "care team".

No response for 18 hours...

Then a bing..

Unlocked phone - help is on the way!

"Hi there, thanks for getting in touch, to resolve your query sooner please chat with our chatbot TOBI... blah blah"

(if you have technical query TOBI asks you to ring the call centre, which if you do that you end up in the hand off and hung up and hold loop of Vodafone doom)

But there was more! "If you are unable to use TOBI please reply to this message and someone will assist you as soon as available"

I have dutifully asked for help again..

13 hours have passed but alas, help has yet to arrive.

Very sorry to hear about this and apologies for the delay. Can you please drop me a quick note to Jason.paris@vodafone.com and I'll get this sorted for you. Appreciate your patience! JP

Jason Paris

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alasta

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#2502827 11-Jun-2020 11:55

A few months ago I seem to recall Vodafone establishing a local escalations team to handle issues that the high volume call centres had failed to resolve.

I am wondering what exactly triggers an escalation to that team, and why issues like the one described above are not being captured by that process.

SteveC

stevec
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#2502924 11-Jun-2020 13:44

alasta:
A few months ago I seem to recall Vodafone establishing a local escalations team to handle issues that the high volume call centres had failed to resolve.

I am wondering what exactly triggers an escalation to that team, and why issues like the one described above are not being captured by that process.

Sorry to hear about your experience - far too common.
I rang the usual phone Vodafone number and asked for Customer Retention. The CSR did their best - put in a call-back for one of them to ring me. When I didn't hear anything after a day I rang again and Toby from "Consumer Inbound Retention" happened to answer the phone.
Doing exactly the same thing you are attempting (moving fixed line from copper to VoIP) was practically seamless. (Maybe two hours without a phone.) More comments above (2 June, pg 12).

All the best getting your connection going again.

Steve

MadEngineer

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#2503165 11-Jun-2020 18:27

Honestly I have no idea what is going on with my wife’s account, after they moved to her back to prepay (I think) it’s now on some other plan again

Switching the f out of here

You're not on Atlantis anymore, Duncan Idaho.

MadEngineer

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#2503814 12-Jun-2020 18:17

Requested porting with Orcon yesterday. Orcon have the request on file but no response from Vodafone

Classic.

I want out already!
Yes I'm aware of the irony that Orcon's mobile is provided by Vodafone.

You're not on Atlantis anymore, Duncan Idaho.

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