Has there been a drop in support staff at Vodafone

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#1032750 28-Apr-2014 18:43

TimA:
jeffnz:
leo0787sx: Vodafone support is awful, see my other post 'Why I'll never use Vodafone again', they really have no clue.

looking at your other thread it would seem you are the one at fault, maybe you should get all the info before jumping to conclusions. I think your post is unfair and ill informed to say the least. All ISP's have issues but generally they perform very well but have a few that blame everything including problems created by themselves on the ISP's.

It was the bank at fault. Not us, Not the customer directly.

yes my mistake I jumped to conclusions without reading it properly, hypocritical of me

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#1032753 28-Apr-2014 18:49

jeffnz:
TimA:
jeffnz:
leo0787sx: Vodafone support is awful, see my other post 'Why I'll never use Vodafone again', they really have no clue.

looking at your other thread it would seem you are the one at fault, maybe you should get all the info before jumping to conclusions. I think your post is unfair and ill informed to say the least. All ISP's have issues but generally they perform very well but have a few that blame everything including problems created by themselves on the ISP's.

It was the bank at fault. Not us, Not the customer directly.

yes my mistake I jumped to conclusions without reading it properly, hypocritical of me

Not your fault. I doubt anyone had picked that up yet. Not to mention no one provided any info on that.

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#1032771 28-Apr-2014 19:00

networkn: ... I have about 25 customers with VF and we deal with all queries from them to the ISP and I have to say my experience is the opposite. Mainly I deal with business support and I find them fast, efficient and professional. I have my own stuff with them as well and if anything they over deliver and under promise most of the time. ...

Apples and oranges

Business and domestic accounts are very different beasts.
I would expect a faster and more informed response from a business support team - that's what you pay extra for.

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#1032774 28-Apr-2014 19:05

johnr:
21brandon21:
leo0787sx: Vodafone support is awful, see my other post 'Why I'll never use Vodafone again', they really have no clue.

Agree. They're pretty useless. It took 5 people and over an hour for when I was moving houses and was trying to re-negotiate a deal. The Sales team couldn't even transfer me to SKY TV to discuss a problem, yet the Tech Support Team could haha.

Personally the best support I've had is from Telecom they're really good. Vodafone needs to step it up tbh.

A company is not useless if it does not bend over to demands from customers, A business has a right to say ' No '

This is a very unfair comment as you have had plenty of support from staff over the years including myself

John

In the end Vodafone is good, they've provided me great deals, but in saying so it's the sales team that are typically not very helpful, but the tech support team are very good. They should let the tech team deal with the sales part and the problem would be fixed as they're more knowledgeable.

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#1032776 28-Apr-2014 19:10

You are only saying the sales team is not very helpful cause you wanted / asked for something and you were advised ' No '

John

21brandon21

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#1032778 28-Apr-2014 19:12

johnr: You are only saying the sales team is not very helpful cause you wanted / asked for something and you were advised ' No '

John

Not at all.

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#1032782 28-Apr-2014 19:14

johnr: You are only saying the sales team is not very helpful cause you wanted / asked for something and you were advised ' No '

John

thats my take as well John, be interesting to see what happens with Telecom should the occasion arise.

as an aside I am a Telecom customer not Vodafone so have no axe to grind or defending a choice

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#1032783 28-Apr-2014 19:15

I recently moved back to Vodafone, the experience was 100% positive, everything happened precisely to schedule with zero hiccups. The sales staff were very good.

Here is a crazy notion, lets give peace a chance.

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#1032785 28-Apr-2014 19:19

21brandon21:
johnr: You are only saying the sales team is not very helpful cause you wanted / asked for something and you were advised ' No '

John

Not at all.

Yes you ranted on the Vodafone community or Geekzone all about the sales team and how you did not get your way

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#1032786 28-Apr-2014 19:19

johnr:
leo0787sx: Vodafone support is awful, see my other post 'Why I'll never use Vodafone again', they really have no clue.

I work for Vodafone and have a clue about many things,

I suppose if someone has a bad experience or two they might generalise about the whole company thinking it is the norm.

Anecdotal is not necessarily representative and some people may get too frustrated to think beyond that.

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#1032803 28-Apr-2014 20:07

I have had some pretty bad experiences with Vodafone lately, account manager says the Telstra merger has made things difficult. Last request took 2 weeks for what I would have thought would be a simple ask. Hopefully it gets sorted soon.

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#1032840 28-Apr-2014 21:10

In my experience:

Vodafone mobile support (777 etc) is very good indeed, most helpful and quick (there's a kudo for you in there too John) :)
Vodafone ex-TCL support (0508 888 800) is not good, which I suspect is maybe a carry-over from the TCL days. But I could be wrong. I only have a couple of (small) ex-TCL services with them now.

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#1033111 29-Apr-2014 11:43

There are a lot of call centre changes underway (I'm referring to fixed line specifically, since they're right near me and I can see what's going on) to manage call volumes and ensure support levels are being stepped up. We know there are some shortcomings and the teams are working hard on implementing solutions, such as the IVR callback feature.

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#1033235 29-Apr-2014 16:42

Demeter: There are a lot of call centre changes underway (I'm referring to fixed line specifically, since they're right near me and I can see what's going on) to manage call volumes and ensure support levels are being stepped up. We know there are some shortcomings and the teams are working hard on implementing solutions, such as the IVR callback feature.

Nice to hear as the experience was extremely bad prior. You would also save a huge volume of calls by having someone keep up to date with web postings of known faults in a timely fashion.

Seems to be a lot of negativity around Vodafone of late so some needed improvements should help the image.

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#1033302 29-Apr-2014 17:52

mattbush:
Demeter: There are a lot of call centre changes underway (I'm referring to fixed line specifically, since they're right near me and I can see what's going on) to manage call volumes and ensure support levels are being stepped up. We know there are some shortcomings and the teams are working hard on implementing solutions, such as the IVR callback feature.

Nice to hear as the experience was extremely bad prior. You would also save a huge volume of calls by having someone keep up to date with web postings of known faults in a timely fashion.

Seems to be a lot of negativity around Vodafone of late so some needed improvements should help the image.

As soon as a wide known fault is identified there is an automated message played to all callers. if its a chorus fault like 100 people affected no. Strange if someone has no broadband at all how they check the web one? BTW. most people just call anyway cause thats how most people work.

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