Horrendous Vodafone Customer service

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#2525144 18-Jul-2020 12:01

So over six months later, Vodafone customers: how is their call centre in India? What is the service like now? Improved or still pretty crappy?
Reason I ask is I'm considering making some changes to my plan and I'm quite worried (almost paranoid) about calling the call centre, because going on most of the comments on here, I just know they're going to screw something up, and then just deflect/pass the buck if I ask them to try and fix the problem they created.

SteveC

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#2525154 18-Jul-2020 12:43

If it's any help, @quickymart, I have had good experience with the Live Chat tool. Go to this link and enter your details. Unlikely to be worse than a phone call and you end up with a text record of the conversation. (At the end of the session, 'print' the text to a PDF.)
https://www.vodafone.co.nz/help/?initializechat=bot&initquestion=live-chat

antonknee

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#2525203 18-Jul-2020 14:46

SteveC: If it's any help, @quickymart, I have had good experience with the Live Chat tool. Go to this link and enter your details. Unlikely to be worse than a phone call and you end up with a text record of the conversation. (At the end of the session, 'print' the text to a PDF.)
https://www.vodafone.co.nz/help/?initializechat=bot&initquestion=live-chat

Seconding the live chat, have used it a few times and found the service very good and efficient. Plus I love a good paper trail.

Goosey

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#2525296 18-Jul-2020 18:54

I was on the phone for 30mins last night to sort out why a family members caller ID and call waiting wasn’t activated (it dropped off last week), so we re added it.
At the 30min mark... call got transferred to someone else who had no idea why I was calling..... so 15 mins later I still don’t have a resolution and was told to email them the next day of the services haven’t been restored.

It’s like they don’t want to pass the ticket to the technical support team... I was merely stuck with the billing team.

snnet

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#2525323 18-Jul-2020 20:40

About two weeks ago a customer of mine rang Vodafone about getting some Vodafone TV boxes for his place and also his furnished rental downstairs. He was told that for seven TVs he would need 4 physical vodafone tv boxes - and he could expect to pay an additional $80/month to get sky on all of them. He explained that he didn't want to "extend" the output of one box to many TVs, but wanted each TV to be able to view something different. He was told this was totally possible and would receive an e-mail the next day confirming everything.

I mentioned that I hadn't heard of the equipment that would make this work from Vodafone but that I could totally be wrong and they might have something new out (I don't really keep up with VF hardware)

No e-mail arrived, after a few days he rang again and got told there was no record of the call and that what he described as being offered wasn't possible. I'd hoped Vodafone could have sorted this out by now, it's been bloody ages and this sort of thing is still happening.

The mind boggles.

quickymart

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#2525340 18-Jul-2020 21:50

^ exactly the kind of crap I was worried about :(

"oh you never called us, ever...we have no record of your change of plan whatsoever".

JasonParis

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#2525355 18-Jul-2020 22:32

Hi team,

Just confirming that if you need help, please feel free to drop me a note to Jason.paris@vodafone.com and I’ll personally ensure that we get it sorted. I know our service (just like most of the industry) isn’t good enough, and we are working on it - but unfortunately it’s taking a lot longer than I would like. I’ve posted my email a number of times as it’s a much more efficient way of getting your problem sorted than posting on here. Happy to help at any time. Cheers. JP

Jason Paris

Quic Broadband

Move to New Zealand's best fibre broadband service (affiliate link). Free setup code: R587125ERQ6VE. Note that to use Quic Broadband you must be comfortable with configuring your own router.

sansom

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#2525897 20-Jul-2020 09:10

snnet:

About two weeks ago a customer of mine rang Vodafone about getting some Vodafone TV boxes for his place and also his furnished rental downstairs. He was told that for seven TVs he would need 4 physical vodafone tv boxes - and he could expect to pay an additional $80/month to get sky on all of them. He explained that he didn't want to "extend" the output of one box to many TVs, but wanted each TV to be able to view something different. He was told this was totally possible and would receive an e-mail the next day confirming everything.

I mentioned that I hadn't heard of the equipment that would make this work from Vodafone but that I could totally be wrong and they might have something new out (I don't really keep up with VF hardware)

No e-mail arrived, after a few days he rang again and got told there was no record of the call and that what he described as being offered wasn't possible. I'd hoped Vodafone could have sorted this out by now, it's been bloody ages and this sort of thing is still happening.

The mind boggles.

Hi @snnet, sorry to hear that your customer had this poor experience. The information provided about splitting the VTV signal is completely incorrect. (The HDMI output from VTV is copy-protected with HDCP 2.1 to meet our obligations to studios to protect their content. While HDCP can be worked around, we do not condone this)

So if your customer wants to run 7 TVs over their Fibre connection then we're more than happy to look into supplying this (we'll need to check that the connection has sufficient bandwidth). Please get them to email me directly and I can sort it out at hamish.sansom1@vodafone.com.

Hamish

prevaljo

175 posts

Master Geek

#2527678 23-Jul-2020 11:49

Like many people on this thread I dread having to ring the Voda 0800 number but I had to. My landline (and yes I know I'm the last person in the country to have one) has been faulty for the last two days-ish. Yesterday morning I attempted the 0800 number call and had to abandon it after being driven round in circles and being passed from person A to person B who wanted me to repeat all my details again and provide my account password.. I abandoned the call in frustration as I couldn't see why I needed to for a landline fault and I didn't have it available, presuming I have one. A facebook group for my area has many people complaining about Voda landline faults (so I'm not alone). Today I tried the 0800 number again got a totally different but much better response. Two days two ways still no landline, no indication if its a network fault or not. But trapped by a TBox I can't leave for better service (if it exists in NZ).

Linux

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#2527719 23-Jul-2020 11:54

prevaljo:

Like many people on this thread I dread having to ring the Voda 0800 number but I had to. My landline (and yes I know I'm the last person in the country to have one) has been faulty for the last two days-ish. Yesterday morning I attempted the 0800 number call and had to abandon it after being driven round in circles and being passed from person A to person B who wanted me to repeat all my details again and provide my account password.. I abandoned the call in frustration as I couldn't see why I needed to for a landline fault and I didn't have it available, presuming I have one. A facebook group for my area has many people complaining about Voda landline faults (so I'm not alone). Today I tried the 0800 number again got a totally different but much better response. Two days two ways still no landline, no indication if its a network fault or not. But trapped by a TBox I can't leave for better service (if it exists in NZ).

@prevaljo I would say the copper lines are wet and this is impacting the service (Vodafone don't own the copper lines) and you will find all providers are impacted

1101

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#2527742 23-Jul-2020 12:55

Linux:

@prevaljo I would say the copper lines are wet and this is impacting the service (Vodafone don't own the copper lines) and you will find all providers are impacted

that doesnt excuse the very poor initial support service from Vodafone
Spark sort these line issues easily without fuss (through chorus) , without being transfered to & fro & back & forward & without being asked stupid questions like a/c password .

He will have to wait untill chorus(or whoever) fix the lines though (assuming a line fault) .
Vodafone support should have given him some sort of time frame as to when the issue should be fixed ( as Spark do )

Linux

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#2527746 23-Jul-2020 13:05

1101:

Linux:

@prevaljo I would say the copper lines are wet and this is impacting the service (Vodafone don't own the copper lines) and you will find all providers are impacted

that doesnt excuse the very poor initial support service from Vodafone
Spark sort these line issues easily without fuss (through chorus) , without being transfered to & fro & back & forward & without being asked stupid questions like a/c password .

He will have to wait untill chorus(or whoever) fix the lines though (assuming a line fault) .
Vodafone support should have given him some sort of time frame as to when the issue should be fixed ( as Spark do )

@1101 I 110% agree a fault should of been logged and passed to Chorus

Geektastic

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#2538027 10-Aug-2020 17:15

I rang VF CS today to find out about broadband.

The agent offered to reduce the plan on my phone and put the other phone on our account on the same plan at half price. Sounded good. Line quality and language difficulties made it a sub optimal conversation but it seemed like it was sorted.

Later found that my phone had been changed but that the half price plan has been applied to the SIM in my tablet not the other phone....

Cue another 45 minute wait to try and undo it....

Goosey

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#2542149 16-Aug-2020 11:38

@sansom

Rather than start a new thread.... adding to this.

Over a month ago, my mothers VF fibre broadband Voice and TV service stopped working (old STB). Swapped over to VF TV puck, new router etc.

Proceeded to re-add the SKY service as that fell off along the way as well as the line services like caller ID and call waiting.

Added Caller ID and then waited for a day to then add back call waiting..... then both didnt work at all and the online page informed us "pending".

Many calls, many emails with a particular person at VF billing team for some reason.. they promised to get it fixed. so more than a month later....we are in the same place.

I logged back into the my VF and cancelled the pending transaction and then re added caller ID after a day... caller ID works.

Waited another day, added call wait.... and both stop working again HOWEVER this time I notice that the pending transaction on my VF has changed to "Feature Pack". I didnt select the feature pack as mum doesnt want voice mail.

So, whats the go. all she wants in the caller ID and call wait to both work....

Ive given up calling in and the person who was emailing us has ignored us since and sounds like they are NZ based.

Is my mother within her rights to move ISP and not get charged an early dissconnect fee due to this muppet mess?

sansom

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#2542528 16-Aug-2020 20:24

Hi@goosey, if you DM me the account number/contact details I will get someone to help.

hamish

Hamish

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