Horrendous Vodafone Customer service

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Max
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#2607229 19-Nov-2020 21:06

quickymart:

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?

Well after the following:

Chat using their online service.

Calling them.

And asking for help on their twitter.

I still have two broken prepay accounts that can't make any changes to MyFlex. The intolerant me says I should try and get a refund and move my services to a company that's actually competent. The patient me says I should wait.

Quite frankly I am livid. This SHOULDN'T be hard right?

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

MaxineN

Max
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#2608966 23-Nov-2020 11:03

Update.

So I ended up e-mailing Jason and getting a contact that on Friday gave us both 100GB and $50 credit on both accounts whilst they fix our prepay accounts. As of Monday we're both on MyFlex prepay and everything is as it should be.

I'm glad that my issue has been resolved but that was a nightmare.

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

Linux

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#2612636 29-Nov-2020 12:48

My story has gone from compliment on Twitter 2 weeks ago to a complete cluster F***

On Saturday 14th November I spent 27 minutes speaking to the Vodafone sales team on behalf of my sister. She had just taken possession of a brand new ' fibre ' ready house. The sales team talked about putting her onto fibre plan unlimited 100/20 for $72 per month and if she moved her prepay to on account they offered unlimited calling, txt and data for $30 per month which would bring her fibre plan down to $62 + On account mobile $30 so total $92. My sister accepted the offer and the sales person advised her mobile would be on account by 8pm that night of the 14th

My sister called me today saying her mobile had charged $9 to her credit card for her Prepay plan I called Vodafone this morning and eventually a lady by the name of shasta informed me there was no order for Fibre and her mobile was still on prepay Flex $9 plan There were no notes saying I had called on the 14th of Nov, Don't get me wrong, shasta was really helpful and I wanted her to know I was not blaming her but was I angry @jasonparis if you are reading this, the promised services from your sales team are nothing but empty words and promises. My sister didn't get the email straight after signing up as promised, so was probably just waiting for it. I always help her out with her queries as she gets easily frustrated dealing with Vodafone staff over the phone. I can agree, after today's fiasco I agree with her. Where to next?

richms

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#2612652 29-Nov-2020 13:49

Linux:

Where to next?

2degrees or spark IMO. You gave them a chance, they failed. Don't reward failure with repeated attempts.

Richard rich.ms

JasonParis

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#2612655 29-Nov-2020 13:58

Linux:
My story has gone from compliment on Twitter 2 weeks ago to a complete cluster F***

On Saturday 14th November I spent 27 minutes speaking to the Vodafone sales team on behalf of my sister. She had just taken possession of a brand new ' fibre ' ready house. The sales team talked about putting her onto fibre plan unlimited 100/20 for $72 per month and if she moved her prepay to on account they offered unlimited calling, txt and data for $30 per month which would bring her fibre plan down to $62 + On account mobile $30 so total $92. My sister accepted the offer and the sales person advised her mobile would be on account by 8pm that night of the 14th

My sister called me today saying her mobile had charged $9 to her credit card for her Prepay plan I called Vodafone this morning and eventually a lady by the name of shasta informed me there was no order for Fibre and her mobile was still on prepay Flex $9 plan There were no notes saying I had called on the 14th of Nov, Don't get me wrong, shasta was really helpful and I wanted her to know I was not blaming her but was I angry @jasonparis if you are reading this, the promised services from your sales team are nothing but empty words and promises. My sister didn't get the email straight after signing up as promised, so was probably just waiting for it. I always help her out with her queries as she gets easily frustrated dealing with Vodafone staff over the phone. I can agree, after today's fiasco I agree with her. Where to next?

What a shambles. Drop me a quick email when you can with the details and let me look into this and get it sorted. JP

Jason Paris

networkn

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#2613403 30-Nov-2020 14:53

There are some good experiences. Walked into a store for a number to sim swap, got prompt, friendly, professional service. Quite a contrast from my last experience in the same store. A simply easy job, but done exactly the way I'd like it to be :)

quickymart

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#2613428 30-Nov-2020 15:30

Was it the same rep as last time though, or someone different?

Equinox IT

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networkn

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#2613430 30-Nov-2020 15:32

quickymart:

Was it the same rep as last time though, or someone different?

Different one.

prevaljo

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#2637763 19-Jan-2021 09:30

I'm currently disenfranchised from Voda, I'm part of the Wellington migration from T-Box to VTV and HFC upgrade, I am unable to find anybody on the service desk who can help with sales queries relating to the change. Why is it so hard to deal with Voda..

maverick004

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#2650090 9-Feb-2021 10:55

So from a BS fest with Vodafone ordering a wireless service for us without us asking for it to getting a Fibre install all f'd up is just total BS. Requested to switch from VDSL to Fibre on 21/01/2021 and specifically asked to have our unit scoped first so that we can provide the plans to our landlord and get their approval but no, appointment was booked for the 2nd of Feb and a few days before the appointment date is a Chorus tech called asking if we already got the approval from the landlord. Of course we had to say no coz we haven't received their approval. We haven't sent them any plans on how the Fibre service will be installed and no forms given to us by Vodafone to forward to our landlord for their approval. Called a few days after the appointment was cancelled and was told that I'll be receiving a callback but a week after no call back has happened. After calling Vodafone again today, was told that an appointment was booked for the 16th of Feb (not sure if that's true since the provisiong csr went rogue on me and went silent. waited no response so had to hang up the call). All of this should have been prevented if they've listened in the first place. (If people will ask why we need approval from the landlord, landlord is just being an ass tbh and we live in a MDU so yeah).

Geektastic

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#2650096 9-Feb-2021 11:02

VF owe us about $30 from an overpayment on a broadband account.

Aside from the awful hold music (can you guys not just put some bland neutral classical on instead of awful, low bandwidth distorted screechy pop rubbish?) I was subjected to for far too long, it seemed to go smoothly getting it. I will wait and see if the money actually turns up before getting too excited though.

MadEngineer

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#2650632 9-Feb-2021 20:32

They have a webpage for that

Requesting a refund - form (vodafone.co.nz)

You're not on Atlantis anymore, Duncan Idaho.

DjShadow

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#2657343 16-Feb-2021 10:06

There is a really good story on newsroom about Vodafone's service woes and the challenges they face Failing The BBQ Test: A Cautionary Tale (newsroom.co.nz)

floydbloke

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#2657372 16-Feb-2021 10:50

DjShadow:

There is a really good story on newsroom about Vodafone's service woes and the challenges they face Failing The BBQ Test: A Cautionary Tale (newsroom.co.nz)

The understatement of the century:

Welton:

As Vodafone expanded, there wasn’t always enough time or money spent simplifying and consolidating the different products that joined the stable, and telco services are inherently complex, Welton says, making trouble shooting a potential nightmare for customer service people.

Did Eric Clapton really think she looked wonderful...or was it after the 15th outfit she tried on and he just wanted to get to the party and get a drink?

richms

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#2657380 16-Feb-2021 11:00

DjShadow:

There is a really good story on newsroom about Vodafone's service woes and the challenges they face Failing The BBQ Test: A Cautionary Tale (newsroom.co.nz)

Yeah great till you get to the end...

Vodafone is a foundation supporter of Newsroom.co.nz. This contributed article is part of a content partnership.

So its all PRBS.

Richard rich.ms

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