Bad Service at Vodafone

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#108373 3-Feb-2008 23:10

amiga500: I have the identical problem with a Nokia 6234, and have had the identical experience with Vodaphone customer support as SpiderNZ had. I have phoned five times and tell the same story over & over.    The CSR people are unable to tell me what is going on.   The other day I was browsing a recent Consumer magazine & Vodaphone & Xtra are right at the bottom for satisfaction ratings for their internet service.    I am beginning to understand why!

Their 3-5 days resolution time is b.s.     They actually mean 3-5 business days so they can exclude weekends and public holidays.
Not that they contact you or tell you anything.     And why can't Vodaphone put something on their damn website apologising for this situation, & give their Sky Mobile TV customers some real information.

Everything in big business takes time. 3-5 days is nothing out of the ordinary, as Vodafone is a business, one would assume that 3-5 days would be business days.
I think you need to give them a bit more time as if it is affecting a lot of Nokia's etc then it may take them time to figure out what the problem is.

Unless they have your phone, then what may seem obvious and simple to you, may be very difficult to figure out.

I suggest you look at the thread you started and try updating your firmware, and let us know how you get on. My Nokia 6234 works fine.

since1961

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#108380 3-Feb-2008 23:49

SpiderNZ. You were prompted for your name for identification, privacy and security reasons. You were asked for an address, so Vodafone technicians can check the coverage in your area. The more information the sales and customer services reps put in their tickets, the faster and more accurate your resolution will be. Vodafone technicians are aware of the fault with streaming Sky TV on Nokia 6234 and 6288 handsets and are working to resolve it asap. You can call 777 at any time for any updates to your ticket.

SpiderNZ

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#108411 4-Feb-2008 08:39

since1961: SpiderNZ. You were prompted for your name for identification, privacy and security reasons. You were asked for an address, so Vodafone technicians can check the coverage in your area. The more information the sales and customer services reps put in their tickets, the faster and more accurate your resolution will be. Vodafone technicians are aware of the fault with streaming Sky TV on Nokia 6234 and 6288 handsets and are working to resolve it asap. You can call 777 at any time for any updates to your ticket.

Hmm...the whole reason behind most of us using/having a mobile phone is because we are _not_ at home to begin with! 8-) Ergo my home address is not relevant.

If Vodafone were aware of the situation why haven't they posted anything on the website? Sure would have saved me (and potentially others) a lot of time......of course they could have sent us an SMS.......

James_

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#108440 4-Feb-2008 11:35

SpiderNZ:
since1961: SpiderNZ. You were prompted for your name for identification, privacy and security reasons. You were asked for an address, so Vodafone technicians can check the coverage in your area. The more information the sales and customer services reps put in their tickets, the faster and more accurate your resolution will be. Vodafone technicians are aware of the fault with streaming Sky TV on Nokia 6234 and 6288 handsets and are working to resolve it asap. You can call 777 at any time for any updates to your ticket.

Hmm...the whole reason behind most of us using/having a mobile phone is because we are _not_ at home to begin with! 8-) Ergo my home address is not relevant.

If Vodafone were aware of the situation why haven't they posted anything on the website? Sure would have saved me (and potentially others) a lot of time......of course they could have sent us an SMS.......

I agree that a page on the website with known issues would save a lot of time. I recognise complex systems have problems but not having to debug something that turns out to be out of your control would save a lot of time. I suppose realistically though people would use this information to make out that Vodafone had more problems than other Networks.

since1961

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#108455 4-Feb-2008 12:28

Yes, perhaps the staff should have asked "what was your location at the time of the fault" instead of "what is your address?" As for the outages notice on the website, why would any business want to advertise current faults on their network? Does Xtra, Whoosh or Telstra Clear? What would the cost of that be? Would be it be better to just respond to alarms and resolve them as soon as possible? Great discussion. Thanks.

LukasSvo

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#108459 4-Feb-2008 12:41

since1961: Yes, perhaps the staff should have asked "what was your location at the time of the fault" instead of "what is your address?" As for the outages notice on the website, why would any business want to advertise current faults on their network? Does Xtra, Whoosh or Telstra Clear? What would the cost of that be? Would be it be better to just respond to alarms and resolve them as soon as possible? Great discussion. Thanks.

I think that's a very sad argument (I'm not saying your sad btw... just the argument). Regardless if the other teleco's don't do it, it would be a very useful service for Vodafone to provide. It shows an amount of corporate goodwill and acknowledges faults rather than sweeping them under the carpet and fustrating the heck out of everyone. It's a mature concept, but just because no one else is doing it doesn't mean Vodafone shouldn't do it. Especially as their network and billing has been flaky in parts in the last year. Lord knows I could have used this when I first started working with the GPRS network before it was launched. Back then an engineer usually told me what was going on.

Btw, it's no unusual in utilities for outages to be put on websites - even MS put MSN outages on their sites. In the Teleco space it shouldn't be much different, more than anything it shows the sector still has a lot of growing up to do.

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#108462 4-Feb-2008 12:44

since1961: Does Xtra, Whoosh or Telstra Clear?

Both Xtra and TelstraClear put service status in their help pages.

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LukasSvo

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#108463 4-Feb-2008 12:48

Both Xtra and TelstraClear put service status in their help pages.

Maybe you should make the links a sticky in a forum somewhere?

since1961

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#108464 4-Feb-2008 13:06

yes, it's always better for a business to be more transparent and corporately responsible to the public. and it's always best for them to not be so stuck in their ways and to constantly search for new ways to adjust to public demand. interesting information about the other telcos. will need to pass your feedback and suggestion to vodafone. all the best.

SpiderNZ

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#108471 4-Feb-2008 13:20

since1961: Yes, perhaps the staff should have asked "what was your location at the time of the fault" instead of "what is your address?" As for the outages notice on the website, why would any business want to advertise current faults on their network? Does Xtra, Whoosh or Telstra Clear? What would the cost of that be? Would be it be better to just respond to alarms and resolve them as soon as possible? Great discussion. Thanks.

A web page with postings a notice of outages and/or known problems would be not only help the their customers but also potentially cut down on the number of help-desk calls they'd have to answer.

INMO advertising the current faults would be the 'responsible' thing to do. In very much the same way as both Telstra and Xtra do, could save a lot of people a lot of wasted time and effort.

LukasSvo

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#108481 4-Feb-2008 13:58

Well it's been an interesting day in relation to my very first post: I've now ended up setting up a new Vodafone account for myself as opposed to porting over to Telecom. Couple of interesting things have happened. I will write it up more on my blog (http://blog.svoboda.co.nz/):

* The port to Telecom was a disaster. It had already take 5 days and today telecom informed me that the number must be allocated to a SIM card - and since I had taken my number from my old company account this was not the case. Neither Telecom or Vodafone have made the porting process straight forward, both parties have failed to explain the process or how it works seamlessly. I think they need to train their channels properly. 5+ days to get my cell phone back is unacceptable.

* Telecom have managed to give me a number ending in the same six digits as my Vodafone reserved number.

* I noticed Vodafone have a decent plan for family just released in the last few days. This will definitely save me a few bob so I'm signing up to this.

* Today I went to Portable Plus / Vodafone outlet on Great South Road in Auckland - just around the corner from where I work. I had kind, relaxed and helpful service and had good advice on what to do with my other account. A huge difference in customer service I must say. I would happily deal with them again.

So interesting experience - I'm now left with two phones but both with the same last 6 digits. At least that's slightly seamless! it will be interesting to see how it goes having two phones, wonder how quick I'll get sick of it.

At least I can now keep an eye on both Telecos :)

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#108483 4-Feb-2008 14:01

Well, the whole thing is porting existing, connected numbers. If for any reason you disconnect a number before porting then you lose the number.

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LukasSvo

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#108484 4-Feb-2008 14:03

Lastly, a cheeky note to Vodafone - I had to ask.

If you want to make it right to me given my poor experiences with your Sales Channels please feel free to send me a Vodafone 1210 mobile phone. I currently do not have a phone even though I've signed up for an account today.

The 1210 is hands down the best phone I've used on the Vodafone network in New Zealand. I'd certainly get "over" my ill feelings.

I can be contacted at lukas AT svoboda DOT co DOT nz for a shipping address.

LukasSvo

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#108488 4-Feb-2008 14:09

freitasm: Well, the whole thing is porting existing, connected numbers. If for any reason you disconnect a number before porting then you lose the number.

Well, that's actually not obvious at all and certainly doesn't cover all situations.

I left my old company - I had the number transfered to me on hold for seven days. I then wanted to take that number and port over to a new telecom account at my new company. This is not an improbable scenario!

I have never done this before and it's not obvious that I actually needed to setup a vodafone account in between getting credit checked etc and the whole account sign up process. It's not obvious and nor did Vodafone (or Telecom) explain what needed to occur.

It's a poor result for the portability project in my mind. Regardless of how technical this is, it's still poorly explained and documented for the end-user.

psychrn

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#108513 4-Feb-2008 16:51

SpiderNZ.
Have you checked that your sim card is securely in its slot????
I have a Nokia N 95 and its Sky mobile TV has been faultless here in Hamilton
I know it sounds a bit basic !!

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