Horrendous Vodafone Customer service

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TEAMnetwork

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#2548908 24-Aug-2020 17:14

maverick004:
I understand that the farther the connection is from the exchange the slower and unreliable the service is but we didn't authorize the change to happen. Besides, we don't get good mobile reception for Vodafone at our place so why change to an unreliable one. What they did is wrong and outright a breach.

I totally agree with you on this, and I would vote with your money and leave them

Any views expressed on these forums are my own and don't necessarily reflect those of my employer.

quickymart

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#2548986 24-Aug-2020 18:22

@JasonParis has posted here in the past and been quite helpful with any issues, especially billing ones like this.

JasonParis

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#2548990 24-Aug-2020 18:32

quickymart:

@JasonParis has posted here in the past and been quite helpful with any issues, especially billing ones like this.

Very happy to help at any time, with anything. As always drop me an email to Jason.paris@vodafone.com and I can get straight onto sorting it. I haven't read this thread for a while sorry, but happy to sort our any wireless sales issues (no - you cannot be forced to move to wireless, or moved without your permission), house moves, plan changes etc. Think of me as your personal account manager - and I will stay across the issue until it is resolved.

I can guarantee you that we are getting better and our service levels are improving, but unfortunately not fast enough!

Stay well.

Jason Paris

maverick004

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#2549008 24-Aug-2020 19:09

JasonParis:

quickymart:

@JasonParis has posted here in the past and been quite helpful with any issues, especially billing ones like this.

Very happy to help at any time, with anything. As always drop me an email to Jason.paris@vodafone.com and I can get straight onto sorting it. I haven't read this thread for a while sorry, but happy to sort our any wireless sales issues (no - you cannot be forced to move to wireless, or moved without your permission), house moves, plan changes etc. Think of me as your personal account manager - and I will stay across the issue until it is resolved.

I can guarantee you that we are getting better and our service levels are improving, but unfortunately not fast enough!

Stay well.

JP

Thank you JP. As per the xsquad member we spoke with earlier this is all done and they have cancelled the service and no cancellation fees will apply and the charges will be reversed. No confirmation sent via email to us though.

GeneralMidi

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#2565503 15-Sep-2020 17:56

Just chipping in with my story... After dealing with constant misinformation, incompetence, blatant lies, multiple failed migrations to the new account system, finding out long deceased family members are still account holders (they dug up a death certificate that was apparently never actioned), services being cut off multiple times due to account stuffups and hours upon hours of getting bounced around from call center to call center, we finally left Vodafone last month.

We switched to 2degrees which have been very straight forward and easy to deal with so far.

Despite being told there would be no fees for leaving Vodafone we just received a $300 bill for early termination. I asked to be put through to the Xsquad today who seem helpful, but said there would be a 41c credit applied to the account which would result in a monthly invoice till we apply for a manual refund.

Even leaving Vodafone is not without issues! Jason Paris I wish you all the best with your efforts in improving Vodafone's customer service!

prevaljo

175 posts

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#2579734 5-Oct-2020 19:55

My experience of Vodafone customer experience doesn't improve as I get older (while waiting to speak to a person). Apparently the Service desk is incredibly busy at this time 7:35 pm Monday evening. But I'm not here to moan about that yet (7:45 pm). I have a serious question, has anybody ever been helped by the Vodafone chatbot Tobi. I have never ever been able to get an answer out of Tobi, if this is Vodafone's best effort at AI we don't have to worry about a Terminator any time soon. Equally frustrating is the Vodafone Website which really doesn't cover the services I take from Vodafone, I'm sure it does but as they are boring and legacy they are hard to find. (7:55 pm )..

Eva888

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#2579805 6-Oct-2020 00:07

prevaljo:
My experience of Vodafone customer experience doesn't improve as I get older (while waiting to speak to a person). Apparently the Service desk is incredibly busy at this time 7:35 pm Monday evening. But I'm not here to moan about that yet (7:45 pm). I have a serious question, has anybody ever been helped by the Vodafone chatbot Tobi. I have never ever been able to get an answer out of Tobi, if this is Vodafone's best effort at AI we don't have to worry about a Terminator any time soon. Equally frustrating is the Vodafone Website which really doesn't cover the services I take from Vodafone, I'm sure it does but as they are boring and legacy they are hard to find. (7:55 pm )..

Yes I had Tobi helping me this morning. I kept asking him for a human and he kept giving me the 0800 numbers to the call centre after assuring me he was getting me a human agent, four times. Sigh....watch this space tomorrow. They are sending in a technician after I sent my new found human in the Philippines my ridiculous speed tests. Mind you she did tell me if I renewed my contract she may be able to send me a new modem for only $149. I don’t want to renew my contract to a fixed term I cried. I just want the ultra fast broadband I am paying for. Let me put you through to Retentions she cooed. NO!

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johny99

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#2579823 6-Oct-2020 07:16

@jasonparis think you have had enough time to sort your customer service out, here’s a tip, put people in the roles who actually understand and are enthusiastic about the services you provide.

SteveC

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#2579827 6-Oct-2020 07:42

@johny99: jasonparis think you have had enough time to sort your customer service out, here’s a tip, put people in the roles who actually understand and are enthusiastic about the services you provide.

Bring back Paradise! Phone used to be answered in three rings by a person who had the technical skills to fix the problem! Sometime it was the General Manager (Shane Cole) who answered. Vodafone still have the 0800_InParadise phone number On the down side, maximum speed was 2Mbs, but most of us had dial-up ar 0.056 Mbs.
Perhaps not ...
Anyone got public data about ISP customer numbers and trends?

prevaljo

175 posts

Master Geek

#2579838 6-Oct-2020 08:31

I'm sorry, I got through to the service desk this morning fairly quickly, but then the struggle began being put on hold multiple times while the person on the far end sought advice, pointless questions, endless repeating of details after having entered them into the IVR system. All to report a fault on a landline (35 mins). Please can the god of technology destroy my T-Box with a bolt of Internet lightening so I can move to another vendor of communication services... Or as a radical new idea can Vodafone bring the service desk onshore and people it with staff who know their job.

SteveC

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#2579855 6-Oct-2020 09:00

prevaljo:
I'm sorry, I got through to the service desk this morning fairly quickly, but then the struggle began being put on hold multiple times while the person on the far end sought advice, pointless questions, endless repeating of details after having entered them into the IVR system. All to report a fault on a landline (35 mins). Please can the god of technology destroy my T-Box with a bolt of Internet lightening so I can move to another vendor of communication services... Or as a radical new idea can Vodafone bring the service desk onshore and people it with staff who know their job.

Bad news re the T-Box - I think you will find that Vodafone is the only option for being able to watch and record Freeview over an Internet connection. If you have a working aerial or satellite dish, then you have other options. IMHO the T-Box replacement (Vodafone TV) has very nice hardware, especially the remote, but is nowhere near as easy to use with Freeview. I'm not sure why @Eva888 was not keen on the Retention Team at 0:07 this morning. I've had several good interactions with them. Most recently they gave us five times the connection speed (on Cable) for ten dollars a month less. Also (after a significant speed bump) allowed us to keep watching recordings we have on our T-Box (no live TV anymore though).

prevaljo

175 posts

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#2579872 6-Oct-2020 09:15

I'm sure the randomness of the people you get to talk to at Vodafone who can offer you "half solutions" to half problems is one of the issues customers face today. I actually was in a Vodafone retail outlet on Sunday and spoke to a very personable live Ninja, whose answer to every one of my questions re services was "NO" very politely, not offensively but all the things I asked about, Voda couldn't or didn't do and I was pointed next door to JB HiFi for at least one solution.

Linux

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#2579877 6-Oct-2020 09:28

prevaljo:

I'm sure the randomness of the people you get to talk to at Vodafone who can offer you "half solutions" to half problems is one of the issues customers face today. I actually was in a Vodafone retail outlet on Sunday and spoke to a very personable live Ninja, whose answer to every one of my questions re services was "NO" very politely, not offensively but all the things I asked about, Voda couldn't or didn't do and I was pointed next door to JB HiFi for at least one solution.

@prevaljo best to provide examples!

JasonParis

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#2579878 6-Oct-2020 09:28

johny99: @jasonparis think you have had enough time to sort your customer service out, here’s a tip, put people in the roles who actually understand and are enthusiastic about the services you provide.

Hi Johny - our service levels are the best since we started measuring them over ten years ago - with nearly 80% of all queries resolved first time. However the 20% that don't get sorted right away are increasingly tricky and complex - and unfortunately we do let ourselves down sometimes. I'm sorry about that.

We are working on it - including bringing all of our complex tech teams to NZ. (we have already got 100% of our business support on shore). In the meantime, I'm always here to help. Anyone can drop me an email to Jason.paris@vodafone.com and I'll personally ensure that it gets sorted.

Stay well.

Cheers

Jason Paris

Eva888

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#2580081 6-Oct-2020 13:53

@SteveC
Reason I don’t want to speak to Retentions is last time I complained about low speeds and I was told I needed new equipment as mine was out of date, they then switched me to a retentions who insisted I couldn’t have the new modem etc UNLESS I signed up to a fixed term. I didn’t want to as wanted the freedom to choose another provider if needed. I said that they needed to fix my slow speeds and give me what I am paying for whatever it takes or I could go elsewhere. The guy was very pushy telling me I only had a couple hours to decide. That was in November before we went overseas. When we got back, Covid happened followed by procrastination and a fervent hope that it would improve and I wouldn’t need to go through the prolonged rigmarole and same arguments again.

Waiting for the Technician to come, no word from them yet and was advised it would be before 4.30.

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