Horrendous Vodafone Customer service

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Networkn
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#2606696 19-Nov-2020 09:43

I like innovation as much as the next guy, but I feel like they should be focused on reducing their 1.7M calls a month, by enabling their staff, through training, to ensure the majority of calls are handled correctly the first time. I'd rather have seen the money spent on better training, better resolution tracking, automated escalation.

There are complex matters which may require more than one call, but there are many calls which should be resolved in a single call. I guess I could be wrong, but I don't think any of this really superceeds better training, escalation process adherement, and issue tracking.

Doing things like returning calls when you say you will, reducing the time between contact and resolution. For example, I made a simple query to the email addresses that I had been communicating with over my plan change, and it took over a week to get back to me. I'd actually forgotten I'd sent it.

[Mod edit (MF): just added a couple of paragraphs breaks to make it easier to read]

Linux

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#2606818 19-Nov-2020 11:16

Vodafone’s new fee for in-store help has some Kiwis seeing red.

The telco has introduced a $10 “service charge” for some tasks carried out in-store, including email and third-party app set-up.

A spokeswoman said an increase in requests for help from non-Vodafone customers or people with devices bought elsewhere was one of the reasons for the new fee.

https://www.stuff.co.nz/business/123429081/vodafone-introduces-service-charge-for-instore-help

I fully understand why Vodafone NZ would want this fee in place!

networkn

Networkn
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#2606826 19-Nov-2020 11:35

Linux:

Vodafone’s new fee for in-store help has some Kiwis seeing red.

The telco has introduced a $10 “service charge” for some tasks carried out in-store, including email and third-party app set-up.

A spokeswoman said an increase in requests for help from non-Vodafone customers or people with devices bought elsewhere was one of the reasons for the new fee.

https://www.stuff.co.nz/business/123429081/vodafone-introduces-service-charge-for-instore-help

I fully understand why Vodafone NZ would want this fee in place!

Me too. If they came here and we did it for them, it would be a lot more than that :)

gbwelly

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#2606837 19-Nov-2020 11:50

Linux:

I fully understand why Vodafone NZ would want this fee in place!

Indeed, don't want to encourage goodwill or brand loyalty, it is Vodafone after all. Should probably close the stores altogether and go online only. If they can keep reducing their customer numbers they should also see a corresponding reduction in complaints.

johny99

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#2606859 19-Nov-2020 12:03

networkn:

Linux:

Vodafone’s new fee for in-store help has some Kiwis seeing red.

The telco has introduced a $10 “service charge” for some tasks carried out in-store, including email and third-party app set-up.

A spokeswoman said an increase in requests for help from non-Vodafone customers or people with devices bought elsewhere was one of the reasons for the new fee.

https://www.stuff.co.nz/business/123429081/vodafone-introduces-service-charge-for-instore-help

I fully understand why Vodafone NZ would want this fee in place!

Me too. If they came here and we did it for them, it would be a lot more than that :)

oh but in most customers eyes this should be free of charge......, because they pay their $$$ bill every month. I do feel sorry for the poor front line staff, who will cop the customer backlash, then backlash from management when they don't charge in order to simply appease the customer.

networkn

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#2606865 19-Nov-2020 12:07

gbwelly:

Linux:

I fully understand why Vodafone NZ would want this fee in place!

Indeed, don't want to encourage goodwill or brand loyalty, it is Vodafone after all. Should probably close the stores altogether and go online only. If they can keep reducing their customer numbers they should also see a corresponding reduction in complaints.

Vodafone provide a Cellular network. It takes time to set up a smart phone, especially since the majority of customers don't know their provider, may not know their password etc etc. Do you expect your kitchen retailer to set your dishwasher up for free in home?

I think you are being entirely unreasonable.

$10 is nothing.

allan

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#2606874 19-Nov-2020 12:36

networkn:

Do you expect your kitchen retailer to set your dishwasher up for free in home?

Actually yes I do and they did, as it was noted as part of the purchase deal. Probably built into the purchase price, but was done at no cost.

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richms

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#2606881 19-Nov-2020 12:56

allan:

networkn:

Do you expect your kitchen retailer to set your dishwasher up for free in home?

Actually yes I do and they did, as it was noted as part of the purchase deal. Probably built into the purchase price, but was done at no cost.

And if you buy the handset from them they will help with contact migration, icloud logins and other things. This if for people that expect the world for their pathetic $30-40 monthly spend with the telco.

If you cant work technology, pay someone to do it for you. Supercheap auto charge to fit things that they sell. This is no different.

Richard rich.ms

gbwelly

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#2606889 19-Nov-2020 13:17

richms:

Supercheap auto charge to fit things that they sell. This is no different.

I'm not going to die on this hill as I don't really care. I don't pay Supercheap $60 month so I do see it as being a bit different.

I think the community on Geekzone can tend to forget there are a lot of different people out there in the world, for some 10 bucks is actually an amount that would change their week, and those same people are probably the ones on a prepay plan with a cheap out of warranty phone. I'm not saying Vodafone should be some sort sort of charity, but I don't think my mum getting help putting her gmail account into the Google Play app was responsible for the bulk of Vodafone's $37M loss.

Time will tell if I'm the "unreasonable" one or actually more representative of an average punter.

antonknee

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#2606912 19-Nov-2020 13:33

I think it's fair to charge. Vodafone should be providing set up of their own services for free yes, and troubleshooting - but not third party stuff. Third party is third party. Perhaps if you need help setting up your email or your app, you should contact your email provider or your app provider.

When I worked in store for Noel Leeming we spent mega hours setting up random crap for people - some you didn't mind because they genuinely needed the help and they were nice about it, but the demanding ones or rude ones were a different story. Even worse were the people who came in and started with "I bought this somewhere else...".

End of the day you are paying for someone's skills and knowledge and time.

MaxineN

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#2606972 19-Nov-2020 13:58

In other news yesterday I started the number port process for both me and my fiancée to switch to Vodafone. That worked great. What isn't working great is that now our phones are useless as we can't go from Pay as you Go to MyFlex ourselves and support can't do anything. In fact the rep I had on the phone asked for my email and password for my vodafone account so she could try and do it herself.

There is no way I am ever going to give up that information. Yes I actually dialed 777. I hope I'm not the only one that thinks this is insane.

Ramblings from a mysterious lady who's into tech. Warning I may often create zingers.

gbwelly

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#2606995 19-Nov-2020 15:02

antonknee:

I think it's fair to charge. Vodafone should be providing set up of their own services for free yes, and troubleshooting - but not third party stuff. Third party is third party.

Yeah, sounds like that isn't necessarily the case so far:

https://www.reddit.com/r/newzealand/comments/juxgqg/vodafone_store_10_service_charge/

prevaljo

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#2607011 19-Nov-2020 15:53

It just shows you a few hours is a lot of posts on the Vodafone Customer Service thread. I was about to post on the topic of "Vodafone NZ to roll out Amazon Connect in contact centres" and wonder if the extent of the roll out that started in May ie Amazon Call Connect Chat, was Tobi or was he a relic of a previous Vodafone initiative. I also am a little concerned by the 1.7m calls a month (56,000 a day) that they currently receive. Perhaps there is something fundamentally wrong with the organisation.

snnet

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#2607183 19-Nov-2020 18:23

I think it's okay to charge as long as whatever they do is guaranteed - no more adding 20393209093209320923092309320923 icloud accounts to my mothers/sisters phones and leaving them in limbo as how to remove them, or set up six email apps all getting email from the same server

quickymart

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#2607225 19-Nov-2020 20:51

Does this Amazon change mean they're going to move their entire call centre back here?
56000 calls a day is a LOT - why are so many people calling? More to the point, how many actually get resolved to the customer's satisfaction on the first call? Or does that include repeat calls?

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