WOW, Vodafone's customer service really has taken a dive!

Forums › One NZ (including Farmside) › WOW, Vodafone's customer service really has taken a dive!

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#1151530 10-Oct-2014 20:40

Fire all the reps and replace them with Level 2 and up and then hire TimA again and transfer John to the call center.

Home ADSL: School:

matisyahu

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#1151694 11-Oct-2014 08:39

dcole13: Fire all the reps and replace them with Level 2 and up and then hire TimA again and transfer John to the call center.

I'll throw my hat into the ring - pay me $37K per year and I'll be more than happy to work in the Vodafone call centre full time. I've dealt with drunk and abusive customers in the hospitality industry so being in a call centre would be a walk in the park.

"When the people are being beaten with a stick, they are not much happier if it is called 'the People's Stick'"

Coil

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#1151699 11-Oct-2014 09:01

kawaii:
dcole13: Fire all the reps and replace them with Level 2 and up and then hire TimA again and transfer John to the call center.

I'll throw my hat into the ring - pay me $37K per year and I'll be more than happy to work in the Vodafone call centre full time. I've dealt with drunk and abusive customers in the hospitality industry so being in a call centre would be a walk in the park.

The package works out to about 52k

quickymart

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#1151712 11-Oct-2014 09:47

And you need to live in Auckland (for Faults).

Rikkitic

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#1151764 11-Oct-2014 11:09

I have often noticed that user reviews of products or services tend to split down the middle. Half say their experience was a nightmare, the others think it couldn’t have been better. I cannot pass judgement on Vodafone’s customer service overall but I can report that my experience was not positive. When RBI finally reached our area, we were desperate to escape from dial-up. I had already seen an ad from Vodafone and was in the process of considering them but then a circular from a small provider called Netspeed turned up in our rural mailbox. I decided to obtain a little more information before making a decision and gave Vodafone a ring. After 10 very frustrating minutes going around in circles on their voicemail I made my decision and am now a happy Netspeed customer. Any time I have a question all I have to do is ring and a very friendly and helpful gentleman named Stan always answers immediately. Now that’s what I call customer service!

Plesse igmore amd axxept applogies in adbance fir anu typos

cbdkid

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#1153422 14-Oct-2014 10:32

Just cancelled my plan with Vodafone and moved my mobile connection. Spoke with a gentleman in the weekend in your call centre who assured me that retentions would be able to match a deal offered by another provider. Come today, told by retentions team that this isn't possible. Price difference of $58 a month. I had thought Vodafone would be able to match or at least bring the price a bit closer since I've been with them 5~ years or so. Would have stayed if the difference wasn't so huge.

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aimsy007

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#1153426 14-Oct-2014 10:42

I have to agree that the service at Vodafone is at its worst ebb since I have been with them.

Last week I attempted to sort out a problem I am having with my VDSL connection. I phoned through and went through the necessary prompts. After waiting for about 20 minutes my call was finally answered. When it was the customer service person asked me where I would like my call directed!!! I asked to be put through to the Broadband support desk. After I was put through the automated reply informed me that my wait time would be up to an hour. The dial 1 for a call back was not working so it was either wait or go. I went.

I tried again the following day at an earlier time to try and sort my broadband. This time I was able to get to the broadband team. They assured me that they would change some settings at their end and that someone would call me back between 3-4pm that afternoon to see if the problem was resolved. No one phoned. The problem has not been resolved.

I am now contemplating pulling the pin on Vodafone's naked broadband. If I can not get the support I need then how can I continue?

For customers service is everything, but first there has to be some service!

dacraka

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#1153533 14-Oct-2014 12:31

I agree, a month ago I called Vodafone to upgrade me from my old 100GB with free double data to the unlimited plan - the retentions team offered me a deal if I signed up for another 12 months which I accepted and refund me for the two months of double data that I was accidentally charged. Both the billing support and retentions team both forgot to do what they promised so I called up Vodafone again last night and had to explain everything again! Waste of my 45 mins on the phone to them when I shouldn't even have to if they both carried out what was originally promised. How can two totally separate people forget to carry out what they were supposed to do?
Now awaiting for the third CSR to make sure the requests are carried out. Fingers crossed.

rugrat

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#1153802 14-Oct-2014 16:56

My parents temporary moving house on Friday for earthquake repairs.

Rang Vodafone to have incoming calls transfered to new number at house that will be tempory in while repairs being done.

Then yesterday wroke up to find no phone or internet , they'd cut their service completely off, plus a week early, and never asked for internet to be cut off just for incoming calls to go to a different number temporary.

After many phone calls, it went from a day to a week to get it back on, which passes the Friday so absolutely pointless.

Finaly they got someone in nz answering call, admitted it was vodafones fault and said for them to let them know when will be back in house, and that there'll be no charges for the month.

See what happens but if they get mucked about when return back to their house, think they'll leave vodafone once contract up, 12 month contract when got a faster cable modem.

dejadeadnz

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#1153876 14-Oct-2014 18:59

I left VF for my mobile service and signed up with Spark instead. A recent somewhat deficient but ultimately well-handled (and resolved) issue with Spark perfectly illustrated to me what's wrong with VF.

I wanted notices about new voicemails to be sent to me as notifications as opposed to just a plain text messages. Rang up and explained to some first level Spark support person about this two weekends ago. She assured me that it would be set up. The most recent weekend I found what I wanted wasn't set up. Rang up and the first person I spoke with had to transfer me to some "monthly bill pay helpdesk" and the second CSR I spoke with was absolutely clueless about what I wanted, despite being polite.

Exasperated, I asked to be escalated to level 2 support. Spoke to a helpful guy who played with a few settings, asked me to check my phone's settings (in a totally non-condescending, as opposed to the "you're a dummy" way that many CSRs specialise in) and then asked to call me back in a few hours. He also asked me to test out the voicemail system to see if his changes worked. Around appointed time, he called back and I confirmed what I wanted still wasn't there. He said he would escalate to T3 support and that someone would hopefully contact me on Monday. Monday rolled around and no one rang me and I even stopped getting text messages to notify me of voicemails.

Rang up Spark this afternoon (Tuesday) and despite saying "Complaints" to the IVR, I got sent to just a general helpdesk person, who in turn forwarded me to another tier 2 guy. This guy listened to my issue, said he would research and try a few settings and would call back within a time range. He honoured that commitment and I subsequently found out that the first tier 2 guy also coincidentally rang back and left a voicemail. 2nd tier guy tried more tests and the first set of fixes didn't work. Then he tried more fixes and said he would leave test voicemails and, voila, the fix worked. He also called back again as promised.

Moral of the story? EVERYBODY who promised to call me back at Spark called back and in most instances at or even before the time promised. The only reason why I rang initially again today was that I initially lost all notifications of voicemails on Monday. The second tier 2 guy and I probably engaged in about 5 to 6 separate phone calls/voice mail tests within an hour or so. That's service. Some of Spark's level 1 support people left a lot to be desired, as did their IVR system. But I came away from this confident that if I have problems in the future, so long as I can get to level 2 support at least, people will own the issues and fix them. With VF, often the only way was to complain prominently on Facebook and then miraculously I would be called but only by their social media team. Otherwise most other promises of call-backs were not honoured or only delivered waffles, instead of fixes or real updates.

katietommo

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#1154001 14-Oct-2014 22:23

I've had two recent experiences with VF customer support, one great, one not so great:
1) Changing my plan to a Red plan because my On Account plan is expiring end of October. I opted for the call back and it took about 3 hours to get the return call. They swapped the plan 2 weeks early, saving me $30 and the person on the phone was really helpful
2) I had a problem with my internet connection and they took 3 working days to get back to me after my initial request via email. Then a person called me while I was driving and I asked them to call me back. They didn't. 2 days later they sent me an email saying they were trying a static IP, but without telling me that it cost money. By that time, the problem had resolved itself anyway. When I got the bill there was a charge for it. I sent another email asking why. 2 days later, still nothing, so I called and had them remove the charge, which they did straight away.

TL;DR: So, the moral of the story: if you want a quick response, get them to call you back, don't email them.

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plual226

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#1158436 20-Oct-2014 12:56

I have also noticed their customer service is ABYSMAL.

I just got off the phone after 45 minutes, I was bounced to no less than 4 teams with no one able to help me with a simple enquiry to confirm they had my installation booked. I was put on hold to be directed to my fifth team by the time I was disconnected from their end.

Atrocious, seriously making me reconsider joining Vodafone.. If only they weren't the only fibre company for my address.

quickymart

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#1158746 20-Oct-2014 19:05

What's your location? Must be plenty of fibre providers around?

zaptor

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#1158933 20-Oct-2014 23:46

Our elderly next door neighbour has been without a phone for over 2 weeks. She is a VF customer. She didn't want to make a big deal of it, so we didn't find out until later.
Had we known I would've been all over it.

Unfortunately, there are a number of people on VF like herself (often elderly) who would do the same thing (i.e. just wait, and wait until VF got around to sorting the issue).

I'm sure there are people who work at VF who have some degree of basic decency (I could be wrong).
Perhaps they're under excessive pressure to perform or meet short term targets, which only end up shafting your end customer.

Whatever the reason. It's just very sad.

matisyahu

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#1158955 21-Oct-2014 05:52

TimA:
kawaii:
dcole13: Fire all the reps and replace them with Level 2 and up and then hire TimA again and transfer John to the call center.

I'll throw my hat into the ring - pay me $37K per year and I'll be more than happy to work in the Vodafone call centre full time. I've dealt with drunk and abusive customers in the hospitality industry so being in a call centre would be a walk in the park.

The package works out to about 52k

Too bad I'd have to live in Auckland but I'd be happy to work for Vodafone for a lower amount than 52K per year lol.

"When the people are being beaten with a stick, they are not much happier if it is called 'the People's Stick'"

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