Kudos for Vodafone

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dejadeadnz

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#2118110 1-Nov-2018 21:47

dfnt:

After they had the audacity to charge $5/month for inactive accounts still in credit I will never use them again. Even if they're the cheapest, have the best speeds, only telco that supports esims etc etc.

This kind of thing is a product of the utterly deranged self-centredness that pervades throughout VF. They are just determined to push the compliance envelope (bluntly I'd call it taking the ****). It's not the kind of thing a truly ethical company does.

networkn

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#2118145 1-Nov-2018 22:03

dejadeadnz:

Sorry but I for one don't buy into any notion of VF's culture magically improving immediately just because a new CEO is in. For a long time, VF staff have felt zero qualms when it comes to engaging in outright misinformation (most ordinary people call this lying - classic example being the call centre wait time debacles over the last few years where their social media staff constantly denied there being long queues and so on despite people sitting on the phone and waiting), failing to honour basic promises such as making call backs, and basically doing diddly squat about frequently repeating issues such as billing errors. Until I see sustained changes, I'll always associate VF with providing a generally excellent connection that works 99.99% of the time and then worse service than your average loan shark when I have to make contact with them.

When Russell Stanners took over at VF there was an *almost* immediate change in almost every part of the business in terms of how they dealt with customers. VF went from the "no" company to the "yes" company almost overnight.

It was a lot to do with a massive increase in funding for CS departments and the sales departments being given directives that unless it was going to cost a fortune, to find a way to say yes to customers to keep them or to obtain them.

With what I have seen from Jason Paris in the last 5 years, I have no doubt, if the funding exists to change things, things *will* improve a lot, and if not, then at least a fair bit.

Yes, I do expect to still hear horror stories from time to time, however, I expect a change in culture and some of it will be pretty much immediate.

Rickles

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#2118146 1-Nov-2018 22:09

>I do recall hearing a rumour last year they were looking at onshoring their call centre again<

The Rep I spoke to was definitely a Kiwi guy.

networkn

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#2118148 1-Nov-2018 22:12

Rickles:

>I do recall hearing a rumour last year they were looking at onshoring their call centre again<

The Rep I spoke to was definitely a Kiwi guy.

Those accent neutralizing courses they make the offshore team do now are seriously amazing :)

MichaelNZ

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#2118152 1-Nov-2018 22:20

Yesterday I transferred a prepaid number to a business on account plan so I could obtain a landline-on-mobile number.

Done today, but told it will take upto 15 days for the landline number to be implemented.

Would have thought they could do better.

WFH Linux Systems and Networks Engineer in the Internet industry | Specialising in Mikrotik | APNIC member | Open to job offers | ZL2NET

MichaelNZ

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#2118153 1-Nov-2018 22:23

networkn:

Those accent neutralizing courses they make the offshore team do now are seriously amazing :)

My wife comes from Davao where their Philippines outsourced call center is located. I've ridden the bus several times past it. It's located at Ecoland.

If they have done such courses, it hasn't fooled me.

WFH Linux Systems and Networks Engineer in the Internet industry | Specialising in Mikrotik | APNIC member | Open to job offers | ZL2NET

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Shop now for Lenovo laptops and other devices (affiliate link).

Rickles

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#2137040 30-Nov-2018 09:35

UPDATE: Invoice received today, and account corrections plus 'adjustment' are all correct

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