AzaK: That's VF for you. They don't know their arse from their elbow. I have been on the Fibre Trial for probably 9 months or more. They finally rang to say it was stopping and did I want to go on a plan? I said yes and chose my plan. Weeks later nothing had happened so I rang and they said it was waiting for Chorus to act so they could install my Fibre. I politely reminded them I'd been using Fibre for 9 months and they just needed to switch my plan, send my modem and Vodafone TV box. Several calls later (And being redirected to their support line in the Philippines who had no clue about anything) and repeating myself until I was blue in the face I resorted to Facebook. That got some action finally (A couple more weeks wait).

Got a text Thursday night saying "We're coming Friday, make sure you're home". We couldn't be there but no one turned up or left a message anyway. I contacted them and told them about the short notice, they rang me today to ask if it was OK to come around today to install the Fibre.

"Yes, but ring my wife, she's the one home"
They rang her,
Then chorus rang her a few minutes later asking if they could come.
Wife says "Vodafone just rang" you can come.
Vodafone rings "Sorry you don't have the new modem you have to ahve so we have to cancel"
Chorus rings and says "We're on our way"
Wife says "Sorry Vodafone cancelled"
"OK they say"
She goes out, comes back to a calling card saying "We tried to come and install your Fibre but you weren't home"

hio77: with any support channel, you have the chance of getting someone who makes bad assumptions for you, and messes things up..

you just have to keep hammering at it, and eventually someone will understand your case and sort it.


not an ideal world, but it works...

quickymart:

hio77: with any support channel, you have the chance of getting someone who makes bad assumptions for you, and messes things up..

you just have to keep hammering at it, and eventually someone will understand your case and sort it.


not an ideal world, but it works...

You shouldn't need to "hammer at it" though. The person who takes the call should help you, rather than transferring you 14 times. TCL were horrific for this. The number of calls I got transferred to me at Faults which were quite obviously for Customer Services was shocking.

jeffnz:

AzaK: That's VF for you. They don't know their arse from their elbow. I have been on the Fibre Trial for probably 9 months or more. They finally rang to say it was stopping and did I want to go on a plan? I said yes and chose my plan. Weeks later nothing had happened so I rang and they said it was waiting for Chorus to act so they could install my Fibre. I politely reminded them I'd been using Fibre for 9 months and they just needed to switch my plan, send my modem and Vodafone TV box. Several calls later (And being redirected to their support line in the Philippines who had no clue about anything) and repeating myself until I was blue in the face I resorted to Facebook. That got some action finally (A couple more weeks wait).

Got a text Thursday night saying "We're coming Friday, make sure you're home". We couldn't be there but no one turned up or left a message anyway. I contacted them and told them about the short notice, they rang me today to ask if it was OK to come around today to install the Fibre.

"Yes, but ring my wife, she's the one home"
They rang her,
Then chorus rang her a few minutes later asking if they could come.
Wife says "Vodafone just rang" you can come.
Vodafone rings "Sorry you don't have the new modem you have to ahve so we have to cancel"
Chorus rings and says "We're on our way"
Wife says "Sorry Vodafone cancelled"
"OK they say"
She goes out, comes back to a calling card saying "We tried to come and install your Fibre but you weren't home"

well for a company  "They don't know their arse from their elbow" they are doing ok. Maybe some companies make mistakes and we only remember them not all the other things they do right.

hio77:

quickymart:

hio77: with any support channel, you have the chance of getting someone who makes bad assumptions for you, and messes things up..

you just have to keep hammering at it, and eventually someone will understand your case and sort it.


not an ideal world, but it works...

You shouldn't need to "hammer at it" though. The person who takes the call should help you, rather than transferring you 14 times. TCL were horrific for this. The number of calls I got transferred to me at Faults which were quite obviously for Customer Services was shocking.

i agree, you shouldnt.

but i do understand, sometimes things are simply miss diagnosed, or confused somewhere along the lines.

14 times is a ridiculous amount however. 

kenkeniff: UFB installed on 23rd July, should be 200/50 however tested just after install that morning and got 30/10.

 

• First call to VF; told speed would increase in a couple of hours after "job had closed".
• Called a few hours later; told order wasn't provisioned correctly and they were going to re-provision for me, should take around 15min
• Called back about an hour later; now told it could take up to 24 hours
• Called back after 24 hours; told Chorus hadn't closed the job properly, will take 24 hours for Chorus to close the job then 24 hours to re-provision.
• Now been well over 72 hours from last call, still on 30/10, not 200/50 (residential).

Worst part each call entails at least 3-4 transfers (repeating account details & problem) and 15+min on hold before being transferred to someone who eventually pretends to help.

Not too concerned about the time taken to fix the issue and get my account on the proper plan, but just don't like being strung along and felling like if I'm not constantly chasing this it's just not going to get done (i.e. if they said it's going to take a week and someone actually followed that up then fine).

AzaK: That's VF for you. They don't know their arse from their elbow. I have been on the Fibre Trial for probably 9 months or more. They finally rang to say it was stopping and did I want to go on a plan? I said yes and chose my plan. Weeks later nothing had happened so I rang and they said it was waiting for Chorus to act so they could install my Fibre. I politely reminded them I'd been using Fibre for 9 months and they just needed to switch my plan, send my modem and Vodafone TV box. Several calls later (And being redirected to their support line in the Philippines who had no clue about anything) and repeating myself until I was blue in the face I resorted to Facebook. That got some action finally (A couple more weeks wait).

Got a text Thursday night saying "We're coming Friday, make sure you're home". We couldn't be there but no one turned up or left a message anyway. I contacted them and told them about the short notice, they rang me today to ask if it was OK to come around today to install the Fibre.

"Yes, but ring my wife, she's the one home"
They rang her,
Then chorus rang her a few minutes later asking if they could come.
Wife says "Vodafone just rang" you can come.
Vodafone rings "Sorry you don't have the new modem you have to ahve so we have to cancel"
Chorus rings and says "We're on our way"
Wife says "Sorry Vodafone cancelled"
"OK they say"
She goes out, comes back to a calling card saying "We tried to come and install your Fibre but you weren't home"

TimA: Ill be having a look in the morning around 8:30ish. hopefully Chorus have had it done otherwise will give them a call at 10:30ish. My buddy who you spoke with on the phone will also be looking at it.
I am a bit annoyed it didnt happen today. O well at least it works anyway :)

Cheers

kenkeniff:

TimA: Ill be having a look in the morning around 8:30ish. hopefully Chorus have had it done otherwise will give them a call at 10:30ish. My buddy who you spoke with on the phone will also be looking at it.
I am a bit annoyed it didnt happen today. O well at least it works anyway :)

Cheers

No luck?