my vodafone journey - i'm gonna have to end it and take the hit on the break fee ....

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gbwelly

1243 posts

Uber Geek

#1624239 5-Sep-2016 20:34

Raine:
so i'm done. i am soooooooooooo done. 200 bucks is cheap to never have to deal with them again!

Don't count on it, they are still trying to charge me $1.50 per month for a paper invoice for a cancelled account.

darkasdes2

428 posts

Ultimate Geek

#1624299 5-Sep-2016 21:56

Raine:
so i just talked to vodafone retention's to let them know i won't be needing their services in christchurch.

i had to give a bit of an explanation and he found the sky movies story incredible. (that's because it is mate ... why do you think i'm leaving, lolz)

but he was all good. the thing is ... i know it's no one individuals fault at vodafone when things get messed up but, there's something massively wrong with their communication systems. i can also tell with all my dealings with them they're trying hard to fix it. but it's not working which is unfortunate for them.

+1

We upgraded from fibre to copper at work and 4 months after fibre being hooked up we were still getting charged for copper, never got a call back from the account t manager as promised the multiple times we called up to get it sorted, our office manager had stern words the last time they spoke to Vodafone, and their excuse was " well no one told us that you were on fibre" and were sticking to their guns that we had to pay. We had to remind them that it was am upgrade only and it's not like we had changed providers, then the penny finally dropped.

Definitely issues within Vodafone company commication.

floydbloke

3523 posts

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#1624361 6-Sep-2016 08:04

Back in April, Stuff ran a handful of articles on buy-out speculation, and someone posted the following comment.

Henry Filth:
Vodafone is an odd case - a company full of good ideas and good people hamstring by shoddy systems and pathetic policies.
Their staff work hard to make the company run. Which leaves little time for their actual jobs.

Having spent a few years working for VF (as an ex TCL employee) I feel he summed it up rather well.

Did Eric Clapton really think she looked wonderful...or was it after the 15th outfit she tried on and he just wanted to get to the party and get a drink?

surfisup1000

5288 posts

Uber Geek

#1624370 6-Sep-2016 08:27

Given the amount companies pay for customer relationship applications it is really amazing this kind of stuff happens.

I'm guessing, things break down when there is too much work for too few people.

They may have cut staffing to the point where they simply do not have time to fix issues like this.

I have been in situations like that before -- too much work, so you get a new 'urgent' email and i just ignore it until they resend 3 times.

jonathan18

7413 posts

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#1624458 6-Sep-2016 10:52

floydbloke:

Back in April, Stuff ran a handful of articles on buy-out speculation, and someone posted the following comment.

Henry Filth:
Vodafone is an odd case - a company full of good ideas and good people hamstring by shoddy systems and pathetic policies.
Their staff work hard to make the company run. Which leaves little time for their actual jobs.

Having spent a few years working for VF (as an ex TCL employee) I feel he summed it up rather well.

Yeah, I totally get this impression, having yet just finished having sorted out yet another $##$-up by Vodafone, when someone closed my parents' account, shifted the fibre/phone across to a new account, and then did something so the phone stopped working - all because we asked them to swap the name on the account following my father's death a few weeks back.

It has taken maybe six-seven phone calls, missed promises to call back, and a lot of wasted time on the phone (at least a couple of hours in total) to get what I would have thought was a simple request sorted. When I provide my own number and tell them I need to be the one who they call, as my mother is confused by the whole matter, of course that means they'll call her and get nowhere. And, rather than actually read the notes and call me after that, of course they'll just sit on it and wait for me to call and ask why nothing's being done.

So did they really need to establish a new account? Why didn't they bring me across as an authorised agent for my mother? Why did they not also bring across the credit card automatic payment that was established? Or at least contact us to say these needed to be re-established? Sure, I got my mother $30 credit for the trouble, but that doesn't really make up for the frustration and time wasted (as well as leaving a recently widowed person without their landline, which to some degree is a lifeline).

And this is on top of me wasting 10-15 hours on the phone trying to sort out their provisioning a year ago when they moved homes. It was only when I contacted John R via Geekzone that those problems started to get resolved. So there are people like him, and the person who sorted out the latest problem with the dead phone line - totally competent and helpful workers wasting so much of their own time sorting out problems caused by others or poor procedures.

@VodafoneCB -I thought the increase in call centre staff etc were supposed to help reduce this kind of crud - certainly doesn't seem that way from my experience.

To think I signed my mother up for another 12 months - I clearly need my head read.

Edit: before I get told that it is indeed company practice to open a new account in these circumstances, then that's fine; that's not an excuse for what went on in this case, as we were never told of that, and clearly some staff think this was completely unnecessary; given completely different information by different parts of the organisation ('you need to talk to the estates team' from one; 'there's no such team' from another, and 'no, you only needed to talk to the billing team' from a third); had to actively push to have my representation added back in and credit card payments established; promises to call back within three working days went ignored; messages to call me directly were ignored; the phone suddenly stops working... the list goes on...

quickymart

13942 posts

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#1624584 6-Sep-2016 13:34

From a lot of the comments on here (and also on FB) I've noticed that their "moving property" process sounds like an absolute nightmare. There's a form you can fill out online, but where does that go? So many stories of people who enter in their new address well ahead of their move, and do they ever hear anything back from said form submission?

nunz

1421 posts

Uber Geek
Inactive user

#1659905 28-Oct-2016 16:04

KrazyKid:

I've been happy with 2Degrees

(Admittedly it was snap when I was on ASDL - I just got UFB installed and 2 days later it was magically 2D)

Good to deal with on the couple of times I've rung them and I like the free Fritzbox.

I'm migrating all my clients off 2degrees. Since Snap was purchased by 2Degrees it has headed downhill and continues to do so.

Examples: this week.

1 - When asked to get authenticated SMTP set up for client, who still has a legacy @clear address, was told I didn't know what i was talking about as I needed to contact Clear, Vodafone or GMail to get the client authenticated onto smtp.snap.net.nz. When I explained how wrong that was got the I know more than you do speech from both a help desk pleb then their manager. They also believed that accessing port 465 without SSL or authentication would work, but todays tech says it is SSL only.

2 - My 1000 / 500 not kicked in. Reported it a week ago. No responses other than send speed tests to .... today they fixed it. I've got 36 / 13 - wow. That's a lot better than the 200/ 200 I had

3 - Client had no proper internet for over 12 months (10s of disconnects per hour). Turned out to be a stuffed chorus line to the cabinet, two stuffed routers (fritzbox) and three reconfigured cabinet profiles. finally got all the ducks in a row after rewiring house, wall to demarc, and over 100 hours debugging stuff and pushing 2Degrees to do their job, replaced their routers with a TP-Link, met chorus onsite repeatedly and pushed 2degrees to stop asking me every time for another 24 hour check before re-escalating to chorus.Having replaced every item in the house, including switches and Pc we finally got them to do stuff. all the time they threatened to cut her and her business off if she didn't pay for phones, phone lines and internet connections we aren't receiving and now wont refund.

2Degrees will only pay back 5 months of internet connection and have graciously announced they will pay compensation of 5 months of phone after being pushed hard. they believe as they provisioned a VOIP (via fritzbox) phone number for 12 months they should get paid for it despite having no answer how a VOIP line works without the I part of it working. they are also charging for another four business lines without porting the businesses lines across ( the client is still paying vodafone for them 15 months later).

4 - Finally got them to agree to stop charging me for phone line on my naked DSL - after 6 months of charges, only to add a smart line onto it, buggered up the refunds - they cant add and hive finally stopped threatening to cut my line off as I'm not paying them for a phone line I dont have or need.

For a business owner 2degrees are a nightmare - I have a bill for my business office vdsl, for my business phones, for my home fibre and my home cell phone and my business cell phone - all different client numbers and all different pay dates and all sending multiple emails and reminders per month with different log ins to the my2degrees to manage them. lots of people complaining about the paper disaster they are.

it's a pity - 2Degrees have got their act together for mobile - when i was with them 7 years ago they were complete crap and now its pretty good 9 but not as good as Telecoms). Snap were excellent. 2 Degrees are dumb badly trained, over ego inflated non helpful follow the beurecratic line and keep putting you off, dip sticks.

Vodafone - sucky infrastructure. Even their RBI has been a PITA too often for my liking.

telecom - 2 hours in the queues. Arrgghhh!!!

i'll take the suggestion of big pond and see what happens.

Wise

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quickymart

13942 posts

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#1660040 28-Oct-2016 20:53

Bigpond? You mean Bigpipe?

cynnicallemon

370 posts

Ultimate Geek

#1660049 28-Oct-2016 21:07

quickymart:

Bigpond? You mean Bigpipe?

Bigpond eh... that's gonna be an awfully long run of fibre cable!

Jase2985

13459 posts

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Lifetime subscriber

#1660052 28-Oct-2016 21:09

if you have been calling telecom no wonder you are having wait times. try calling spark. telecom died 2 years ago, spark are a lot different to what telecom was

but seriously they have online chat and callback options.

tdgeek

29746 posts

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#1660066 28-Oct-2016 21:37

Dairyxox:

I like your attitude Raine :)

Even though I can tell you've had a guts-full, you can still laugh about it.

Yep, when it Raine's, it pours. But yes, a good attitude.

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