VF is a shambles

Forums › One New Zealand (including Vodafone, WxC, Farmside) › VF is a shambles

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383 posts

Ultimate Geek

#1167515 3-Nov-2014 12:08

joker97:
Inphinity: Vodafone have been struggling for a while, in my experience, when it comes to their call centres and support processes. There seems to be some huge internal issues around which systems are used for which customers on which products, and then which staff are able to help you. It's a far cry from the VF of a few years ago, imo.

have to agree. they must have gotten bigger than they can handle. I have to say though, once upon a time when Telecom monopolised everything they had the best customer service. not sure how they managed that.

i suppose life (tech) wasn't as complicated back then.

telephone not working? let me send someone out - oh the jack was pulled out. it's now plugged back in. anythnig else sir?

As for how they managed that I would guess in short monopoly. It is probably easier to provide good consistent service to customers when you don't have to worry as much about building any inefficiencies into your margin.

Please note: I have a professional bias towards Vodafone.

NikT

1710 posts

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#1167557 3-Nov-2014 12:43

ckc: We signed up last week, so it's been seven days. I'm pretty much out of mobile data and have to buy more (conveniently with Vodafone), and I check the installation order today and find out that without me even saying anything the CSR had put 7th November as an install date. Which is awesome, because I'm probably not going to be available on that day to wait in for a VF tech.

What are you waiting on an install of - xDSL, cable, or fibre? I should be able to take a look at this for you if you PM me your account number (Or name/address if they haven't given you an account number yet).

Cheers,

- Nik

Product Manager @ PB Tech

Smartphones @ PB Tech | Headphones @ PB Tech

ckc

321 posts

Ultimate Geek
Inactive user

#1167564 3-Nov-2014 12:50

It's cable. Install date is 10th November, so two weeks from order date. I got the account number from whoever's on Twitter. :)

Like I said, it's not the wait that bothers me the most, although it's a long time. It's the lack of communication and messing around that bothers me. It's unlikely to happen before next week, so despite all my advanced preparation, messing around with Spark and whathaveyou, I'm still paying through the nose to be online. But all this other information is missing with no indication of when it's going to arrive.

NikT

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#1167582 3-Nov-2014 13:09

ckc: It's cable. Install date is 10th November, so two weeks from order date. I got the account number from whoever's on Twitter. :)

Like I said, it's not the wait that bothers me the most, although it's a long time. It's the lack of communication and messing around that bothers me. It's unlikely to happen before next week, so despite all my advanced preparation, messing around with Spark and whathaveyou, I'm still paying through the nose to be online. But all this other information is missing with no indication of when it's going to arrive.

Flick me the account number and I'll give Downer a prod to see if any earlier times are available. Can take a look at the data situation as well.

Product Manager @ PB Tech

Smartphones @ PB Tech | Headphones @ PB Tech

ckc

321 posts

Ultimate Geek
Inactive user

#1167585 3-Nov-2014 13:13

Awright, done. Thanks Nik. :)

Demeter

709 posts

Ultimate Geek

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One NZ

#1167679 3-Nov-2014 14:46

Anyone else with billing issues, email us on onlinecare@vodafone.co.nz if you can't get through to the callcentre.

quickymart

13924 posts

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#1167846 3-Nov-2014 18:21

joker97:
Inphinity: Vodafone have been struggling for a while, in my experience, when it comes to their call centres and support processes. There seems to be some huge internal issues around which systems are used for which customers on which products, and then which staff are able to help you. It's a far cry from the VF of a few years ago, imo.

have to agree. they must have gotten bigger than they can handle.

I suspect this too. When Vodafone were mobile only - hell, even after they purchased ihug - I thought their customer service was excellent. Now it sounds like it's all gone to the dogs.
When I worked at Telstra Clear I actually wanted to work at Vodafone!

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21brandon21

145 posts

Master Geek

#1167996 3-Nov-2014 20:50

Yeah Vodafone's Call Centre were very good a few years ago. Now call waiting times are at minimum 20 minutes. Vodafone is a good company they treat their current customers really good. They just need to sort out their call waiting times.

freitasm

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Geekzone

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#1168059 3-Nov-2014 22:20

There's a huge opportunity for Vodafone to improve their services in this area.

johnr

19282 posts

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Inactive user

#1168063 3-Nov-2014 22:30

21brandon21: Yeah Vodafone's Call Centre were very good a few years ago. Now call waiting times are at minimum 20 minutes. Vodafone is a good company they treat their current customers really good. They just need to sort out their call waiting times.

I called from a landline in the weekend to help a friend change fixed line plan straight away and the call was answered in no more than 5 - 6 minutes

dacraka

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#1168076 3-Nov-2014 22:59

johnr:
21brandon21: Yeah Vodafone's Call Centre were very good a few years ago. Now call waiting times are at minimum 20 minutes. Vodafone is a good company they treat their current customers really good. They just need to sort out their call waiting times.

I called from a landline in the weekend to help a friend change fixed line plan straight away and the call was answered in no more than 5 - 6 minutes

Unfortunately I called a couple Saturdays ago (1:??pm) and had to wait about half an hour :S

quickymart

13924 posts

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#1168080 3-Nov-2014 23:08

johnr:
21brandon21: Yeah Vodafone's Call Centre were very good a few years ago. Now call waiting times are at minimum 20 minutes. Vodafone is a good company they treat their current customers really good. They just need to sort out their call waiting times.

I called from a landline in the weekend to help a friend change fixed line plan straight away and the call was answered in no more than 5 - 6 minutes

You were lucky. If only that were the norm rather than the exception.
Like I said - Vodafone used to be just like that when they were mobile only. I always thought their Customer Service (back in the "olden days") was excellent. Today is a different story though.

The other thing too - is that requests were actioned correctly; "right first time". The number of people on here who have said changes like this were completely mucked up and had to call and call to fix the error made when making such a change is astounding.

Not taking a dig at you John (or any other VF staff on here) but it sure looks like your Customer Services area has a lot of work to do to restore things to the glory days.

networkn

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#1168084 3-Nov-2014 23:15

johnr:
21brandon21: Yeah Vodafone's Call Centre were very good a few years ago. Now call waiting times are at minimum 20 minutes. Vodafone is a good company they treat their current customers really good. They just need to sort out their call waiting times.

I called from a landline in the weekend to help a friend change fixed line plan straight away and the call was answered in no more than 5 - 6 minutes

I have called to help a business customer, about 5 times in the last week and the longest wait times were 10-12 minutes and the shortest was immediately.

Hammerer

2476 posts

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Lifetime subscriber

#1168245 4-Nov-2014 09:21

I agree that call centre service should be improved but the call centre stats are improving for me. I've used the call-back option with mobile phone and my other recent calls have been answered more quickly as all were under 20 minutes. The last one was only half a minute but then I did have to wait to get through to the tech I needed because there was no call-back option for transferred calls.

ckc

321 posts

Ultimate Geek
Inactive user

#1168314 4-Nov-2014 11:02

quickymart:
johnr:
21brandon21: Yeah Vodafone's Call Centre were very good a few years ago. Now call waiting times are at minimum 20 minutes. Vodafone is a good company they treat their current customers really good. They just need to sort out their call waiting times.

I called from a landline in the weekend to help a friend change fixed line plan straight away and the call was answered in no more than 5 - 6 minutes

You were lucky. If only that were the norm rather than the exception.
Like I said - Vodafone used to be just like that when they were mobile only. I always thought their Customer Service (back in the "olden days") was excellent. Today is a different story though.

The other thing too - is that requests were actioned correctly; "right first time". The number of people on here who have said changes like this were completely mucked up and had to call and call to fix the error made when making such a change is astounding.

Not taking a dig at you John (or any other VF staff on here) but it sure looks like your Customer Services area has a lot of work to do to restore things to the glory days.

Nik has been great, without a doubt. The problem is the rest of it...

...couple of years ago when I had ADSL with VF they were really good until a certain point. Even when my modem blew up (alright, sparked) when I first plugged it in, they agreed to pull me off the 12 month contract and let me supply my own modem, something they wouldn't do initially.

Someone at some point in this thread blamed poor synergy, but even when systems have to either merge or work separately for an extended period of time, it shouldn't be such an issue. I don't think synergy is the problem. I think it's the bottom line.

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