Red+Essentials: Shocking "Service" and Attitude From VF

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#2212049 7-Apr-2019 06:36

MichaelNZ:

You will be pushing the proverbial uphill to get anything out of a call centre in the Philippines because that's simply how things are done over there.

During my time there every week I was on the phone to Smart and/or Globe (their incumbant telcos) - "yes sir blah blah blah" and nothing ever gets fixed. Both Smart and Globe are universally hated by Filipinos who have travelled / worked overseas. Imagine Telecom in the "bad old days" and mix in a bunch of corruption and low bar of consumer law and that's the telecoms / internet situation in the Philippines.

In the end I couldn't wait to get back to New Zealand. My wife (Filipina) loves how fast and reliable the internet is here and how she can use as much data as she likes.

I've noticed that too, they're more interested in trying to be your friend than actually trying to help with the problem/query you're calling about. That, or transferring you as quickly as they can to "the right department" (which it usually isn't) or promising to death that "someone will call you back" (and yet they never, ever do). It makes me wonder if any senior Vodafone staff from here have actually called their own call centre (anonymously) with a difficult question, just to experience the service for themselves?

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#2212052 7-Apr-2019 07:04

richierich1968:
I'm well aware that VF are undergoing some major changes which will be unpleasant for all those affected (been there, done that), but I honestly did not expect to be almost completely ignored and treated so badly.

Last Friday week (29/3) I went into the VF WestCity store and bought an S10+ on my plan for the missus. I had Red+Essentials with 22Gb data (at $69.99) and 2 sharers, as well as 3 handsets on interest-free. My loyalty discounts were pretty sweet - I was getting $40mo off with the Red Plan Family discount of $30, plus another $10 "exclusive" discount. My total bill each month is around $310 - which I would say is a fairly decent amount. I had only 2 months left on the wife's original S8+ so I paid that off in-store. We are a data-intensive family (or rather, my daughter is) and we easily go thru 22Gb in a month.

I was told that this was a resign and that the price of the plan was now $79.99. I wasn't too happy about it, but I thought since I still had my discounts I would be sweet. After leaving the store and getting home I noticed the contract showed Red+Essentials with 15Gb of data, and the no mention of the discounts.

On Saturday I tried calling the call center to find out why I had been put on a MORE expensive plan with LESS data, and was advised to speak to the Retention Team (who BTW are in Manila now) - scripted response: "I'd love to help you but nothing I can do". Pretty pathetic response, so I decided to send a FB Messenger message.

No response for 4 days despite a follow up message, as well as posting on the VF FB page complaining.

I finally got a reply on the Tuesday saying "we simply cannot provide a new handset with your old mobile plan. Customers would need to resign onto our newer plan in order to purchase a new handset through their mobile plans. Loyal discounts and offers are only valid if the customer stays on the same plan hence cannot be converted over. Unfortunately we cannot offer something that isn't available anymore and if the retention team cannot assist you regarding this, I do not see any other channels capable of assist you any further. We would love to help but there isn't much we could do about this. We sincerely apologise for the bad experience."

Bollocks.

After this I called the call center again and ended up in Billing, with a nice helpful lady (from Manila) who said she could see I had discounts previously and didn't know why they couldn't remain since I was on the same plan. She escalated it to the store I went into and advised I would receive a call back within 4 hours. It's now Saturday and I'm still waiting.

Meantime, back on Messenger I decided to ask the question about alternative plans, and was asked if I wanted someone from Sales to call me back to discuss. I said yes. I'm still waiting for the call. This was on Tuesday and it is now Saturday.

During the week I called 2Degrees who were more than happy to offer me their 30Gb sharing plan at $40mo per person, with a $30mo discount for moving across.

Yesterday (Friday), I called the Retention Team again and ended up with someone in NZ. After explaining the situation to her and telling her about the 2Degrees offer, I was told there was nothing they could do for me and to call the WestCity store as it is their issue to sort out and resolve since they sold it to me - but she also said that it's unlikely the store will be able to do anything. SERIOUSLY??? WTH???

I really don't want to move to 2Degrees as we go to the USA and Oz a bit and VF's $5 roaming is great. Plus I now have a brand new shiny S10+ that I would have to pay for in full, so really I am totally screwed.

No one at VF seemed particularly helpful (except the Billing lady) and worse of all, no one cared. No one cared that I've been ripped off on my plan, no one cared I'd lost all my loyalty discounts, no one cared if I stayed with VF or left.

All I want is my damn 22Gb of data and my discounts back. Or if that can't be done, upgraded to a plan with MORE data (not less) and given some sort of loyalty recognition for the fact that I have been with VF for years, I upgrade handsets for the entire family every 18-24 months and I spend almost $4000 per year with them.

But this is obviously way too much to ask.

Jason (Parris) - if you are reading this, the entire customer "service" experience with VF is crap. It seems no one there has any empowerment to resolve a customer issue.

Sorry for the b*tching but I thought since this forum is frequented by VF staff that are quite helpful, maybe someone could look into this for me and give me back what I had.

B*tch session over and done.

Cheers.

Hi Rich,

What a nightmare for you! Let me get this sorted for you. Please drop me an email with your phone number or account number and we can get this sorted. Jason.paris@vodafone.com

Cheers

Jason

Jason Paris

richierich1968

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#2212058 7-Apr-2019 07:35

Hi Jason,

I appreciate the reply. Will drop you an email now.

Cheers.

sbiddle

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#2212151 7-Apr-2019 10:05

Loyalty discounts have never carried over with plan changes. They have only ever been associated with a plan itself.

MichaelNZ

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#2212153 7-Apr-2019 10:11

quickymart:

I've noticed that too, they're more interested in trying to be your friend than actually trying to help with the problem/query you're calling about. That, or transferring you as quickly as they can to "the right department" (which it usually isn't) or promising to death that "someone will call you back" (and yet they never, ever do). It makes me wonder if any senior Vodafone staff from here have actually called their own call centre (anonymously) with a difficult question, just to experience the service for themselves?

They are paid around ₱53 per hour (NZ$ 1.53) which in real terms is like paying someone around $5 per hour here.

The Philippines is cheap for Westerners and others from first world countries (who have foreign incomes) and OFW's (Overseas Filipino Workers) who land jobs in some first world countries - typically the ones who have reasnable minimum wages and working standards.

For the average Filipino it's more expensive in real terms than it is for someone on minimum wage here.

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

richierich1968

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#2213216 8-Apr-2019 19:30

JasonParis:
richierich1968:
I'm well aware that VF are undergoing some major changes which will be unpleasant for all those affected (been there, done that), but I honestly did not expect to be almost completely ignored and treated so badly.

Last Friday week (29/3) I went into the VF WestCity store and bought an S10+ on my plan for the missus. I had Red+Essentials with 22Gb data (at $69.99) and 2 sharers, as well as 3 handsets on interest-free. My loyalty discounts were pretty sweet - I was getting $40mo off with the Red Plan Family discount of $30, plus another $10 "exclusive" discount. My total bill each month is around $310 - which I would say is a fairly decent amount. I had only 2 months left on the wife's original S8+ so I paid that off in-store. We are a data-intensive family (or rather, my daughter is) and we easily go thru 22Gb in a month.

I was told that this was a resign and that the price of the plan was now $79.99. I wasn't too happy about it, but I thought since I still had my discounts I would be sweet. After leaving the store and getting home I noticed the contract showed Red+Essentials with 15Gb of data, and the no mention of the discounts.

On Saturday I tried calling the call center to find out why I had been put on a MORE expensive plan with LESS data, and was advised to speak to the Retention Team (who BTW are in Manila now) - scripted response: "I'd love to help you but nothing I can do". Pretty pathetic response, so I decided to send a FB Messenger message.

No response for 4 days despite a follow up message, as well as posting on the VF FB page complaining.

I finally got a reply on the Tuesday saying "we simply cannot provide a new handset with your old mobile plan. Customers would need to resign onto our newer plan in order to purchase a new handset through their mobile plans. Loyal discounts and offers are only valid if the customer stays on the same plan hence cannot be converted over. Unfortunately we cannot offer something that isn't available anymore and if the retention team cannot assist you regarding this, I do not see any other channels capable of assist you any further. We would love to help but there isn't much we could do about this. We sincerely apologise for the bad experience."

Bollocks.

After this I called the call center again and ended up in Billing, with a nice helpful lady (from Manila) who said she could see I had discounts previously and didn't know why they couldn't remain since I was on the same plan. She escalated it to the store I went into and advised I would receive a call back within 4 hours. It's now Saturday and I'm still waiting.

Meantime, back on Messenger I decided to ask the question about alternative plans, and was asked if I wanted someone from Sales to call me back to discuss. I said yes. I'm still waiting for the call. This was on Tuesday and it is now Saturday.

During the week I called 2Degrees who were more than happy to offer me their 30Gb sharing plan at $40mo per person, with a $30mo discount for moving across.

Yesterday (Friday), I called the Retention Team again and ended up with someone in NZ. After explaining the situation to her and telling her about the 2Degrees offer, I was told there was nothing they could do for me and to call the WestCity store as it is their issue to sort out and resolve since they sold it to me - but she also said that it's unlikely the store will be able to do anything. SERIOUSLY??? WTH???

I really don't want to move to 2Degrees as we go to the USA and Oz a bit and VF's $5 roaming is great. Plus I now have a brand new shiny S10+ that I would have to pay for in full, so really I am totally screwed.

No one at VF seemed particularly helpful (except the Billing lady) and worse of all, no one cared. No one cared that I've been ripped off on my plan, no one cared I'd lost all my loyalty discounts, no one cared if I stayed with VF or left.

All I want is my damn 22Gb of data and my discounts back. Or if that can't be done, upgraded to a plan with MORE data (not less) and given some sort of loyalty recognition for the fact that I have been with VF for years, I upgrade handsets for the entire family every 18-24 months and I spend almost $4000 per year with them.

But this is obviously way too much to ask.

Jason (Parris) - if you are reading this, the entire customer "service" experience with VF is crap. It seems no one there has any empowerment to resolve a customer issue.

Sorry for the b*tching but I thought since this forum is frequented by VF staff that are quite helpful, maybe someone could look into this for me and give me back what I had.

B*tch session over and done.

Cheers.

Hi Rich,

What a nightmare for you! Let me get this sorted for you. Please drop me an email with your phone number or account number and we can get this sorted. Jason.paris@vodafone.com

Cheers

Jason

I'm very happy to report that Jason and his crew have restored my faith in Vodafone and my issue has been completely resolved. I now have the same amount of data I had previously along with all of my discounts, and I'm a happy camper again!

Thanks @jasonparis for following this up for me.

Cheers..

quickymart

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#2213261 8-Apr-2019 20:56

I applaud @JasonParis for doing this, but have to ask - where is/are the process(es) falling over that he needs to get involved in so many issues? Staff training? Documentation? Lack of empowerment for the people on the phone to say "yes, I can do that for you"? I imagine he has a lot on his plate as it is and it's commendable he comes on here to help, but there must be a reason this sort of thing keeps on happening.

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Pomster

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#2213305 8-Apr-2019 22:27

The whole situation would have been avoided if the store staff had bothered to look at the account properly before they made any changes.

if it had gone more like,

it seems you are on a plan we not longer sell, so if you would like to go ahead with the interest free deal we will need to change to a current plan, here are your choices. Be aware that you will loose any discounts as these are not transferred between plans and the family discount is no longer offered.

Then the OP makes his choice to go ahead or not.

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#2213314 8-Apr-2019 23:52

In a way this is an unfair practise @JasonParis

Those who can't sort it out - will just have to accept it. Don't get me wrong, I am happy OP issues resolved (it is not his fault). But what about others who were in the same boat and just have to move on?

If proper system is in place at Step-1, none of this would have happen!

tripp

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#2213336 9-Apr-2019 08:20

Sounds like the retention team needs a bit more power to look at accounts and if there was a "mistake / misunderstanding" like in this case they have the power to "submit" a fix for the customer. I know another telco here in nz has a team that does have a good look into issues like above and gets them sorted.

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#2213355 9-Apr-2019 09:10

I'm like many others - was a loyal and well-paying VFNZ customer with a family also on the network.

I was with them from the Bell South days and after many happy years things started to deteriorate (I also lost my accumulated discounts and benefits through being guided onto a new plan by a VF staffer), so I looked around and found a deal with 2Degrees. When calling VF to advise that I was planning on moving, they couldn't have been more helpful...with assisting me to move!! They just didn't care.

It's like they've become the Sky TV of telcos...

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#2213383 9-Apr-2019 09:54

nakedmolerat: In a way this is an unfair practise @JasonParis

Those who can't sort it out - will just have to accept it. Don't get me wrong, I am happy OP issues resolved (it is not his fault). But what about others who were in the same boat and just have to move on?

If proper system is in place at Step-1, none of this would have happen!

Completely agree and the team are onto getting this sorted once and for all. It's great that this forum gave me a heads up that we had this problem, but it shouldn't have happened in the first place. We are onto it. Jason

Jason Paris

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#2213389 9-Apr-2019 09:58

tripp:

Sounds like the retention team needs a bit more power to look at accounts and if there was a "mistake / misunderstanding" like in this case they have the power to "submit" a fix for the customer. I know another telco here in nz has a team that does have a good look into issues like above and gets them sorted.

Hi Tripp. We've been very clear with our teams that they are empowered to always do the right thing for our customers. Our policies are simply guidelines - and all of the teams have my backing to ignore them if the situation requires. In this instance however - the approach is just wrong and we will simply change it. JP

Jason Paris

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#2213397 9-Apr-2019 10:02

Handsomedan:

I'm like many others - was a loyal and well-paying VFNZ customer with a family also on the network.

I was with them from the Bell South days and after many happy years things started to deteriorate (I also lost my accumulated discounts and benefits through being guided onto a new plan by a VF staffer), so I looked around and found a deal with 2Degrees. When calling VF to advise that I was planning on moving, they couldn't have been more helpful...with assisting me to move!! They just didn't care.

It's like they've become the Sky TV of telcos...

Hi handsomedan. I've only been a here a few months and it's definitely a bit of a turn around job - but the team are committed and fired up to get things back on track. Sorry that we let you down - we will be working hard to win you back. JP

Jason Paris

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#2214681 10-Apr-2019 21:48

I should point out that my criticism is not directed at Jason personally - I don't remember ever seeing John Fellet in here to answer queries about Sky (for example) and it's awesome the CEO comes on here to assist (like I said, I'm sure he has plenty to worry about at the moment), but I guess my point is if Vodafone had the right people answering the phones who were helping customers (rather than just endlessly transferring them) and were familiar with the processes and would do everything in their power to assist, he shouldn't need to come on here to help people. It's great that Jason does it, big ups to him - but if the company was functioning well and CSR's were doing what they were meant to do, I guess I'm trying to say that he shouldn't have to...if that makes sense?

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