DjShadow:

 

The X-Squad is still there too if you hit dead ends with things

 

Or in-store help....

halper86:

 

2) You would achieve more if you used a pleasant tone of communication, paired with the fact that they don't come to work to be abused. I sure as hell wouldn't want to help you in the tone of voice you were using.

 

For sure, but if you were passed around 5 times and still hadn't had your problem sorted, would you be happy to be passed around from one person to the next forever, seemingly never getting anything done?

I would lose my patience after the second transfer.

I agree with your point 4 however - plenty of RSP's around offering proper customer service, not endless passing the buck.

Vodafone really need to 100% ditch that overseas centre as soon as possible.

brendonjw:

 

After being on a chat with them for the past hour i am seriously wondering how they are even still operating. Can someone suggest a provider that actually provides customer support?

 

 

 

Kia Ora. I'm TOBi,
Vodafone's chatbot

 

Kia ora, I'm TOBi
Vodafone's Privacy Policy applies while chatting to me
Type human at any time if you prefer a real person
​What can I help you with?
human

 

​One human team-mate coming right up. I'm just going to ask you a few questions.
You can say stop at any time to cancel
 
​What do you need help with?
Setup or fix something

 

​​
​What type of account is your query about?
Personal

 

​​​What service are we chatting about?
Broadband

 

​​​What's your first name?
********

 

​​​Great, now I need your email address
************

 

​​​One human team-mate coming right up, wont be long
I'm connecting you to our customer care team now. They'll be with you in a minute, maybe even faster!
Thanks for your patience. Please keep this chat open and we'll be with you as soon as we can

 

You can find helpful info and videos on how to set up your modem or Wi-Fi and setting up your TV on our website
Thanks for your patience. Please keep this chat open and we'll be with you as soon as we can

 

You can find helpful info and videos on how to set up your modem or Wi-Fi and setting up your TV on our website

 

My name is Ryan
Hi Ryan,

 

Hello *******! How are you?
Im trying to setup an ID from the customer portal but it just errors out everytime

 

Creating an account in My Vodafone?
I can log in using my customer number but i cant create my own profile
"We note that you have logged in with your Account Number and Password.
Did you know there are increased benefits available to customers who create th
this one
https://customerzone.vodafone.co.nz/selfservice-customerzone/registration.jsf

 

Can I please have your account number so I can have a look for you?
*********

 

Are you still making a payment and using this account number?
yes, my fiber internet is on this

 

Because we have migrated most of the customers on the new system.
well it should be but it has stopped working today

 

You must have received an email notification about the new account.
i dont remember receiving one

 

For verification purposes, can you please provide me with your full name and complete address?
just the usual monthly email
**********************

 

Thank you. Please give me one moment while I have a look.
Im just searching back through my emails and i have only received the monthly bill for the past year

 

Do you have the latest bill?
yes

 

What is the account number indicated. 
**********

 

Hold on please.
Thanks for waiting.
Are you using ******** as your password?
yes

 

Let me try from my end. Hold on please.
ok

 

Did you click on Add a New Account User?
Where is that, there is only a option to click on submit for me
From within my customer zone (signed in with the account number)
there is "click here to create your ID"
which is what i used, that took me to https://customerzone.vodafone.co.nz/selfservice-customerzone/registration.jsf

 

Just to confirm, you are aware that when you log in, it is already your profile.
Account details can be viewed from there.
Are you still there?
Yes but i need to use the account number to sign in with, when you read it says i can create a custom profile
"We note that you have logged in with your Account Number and Password.
Did you know there are increased benefits available to customers who create their own individual profile within this Customer Zone?
If you haven't already done so, completing your profile will enable you to take full advantage of the functionality available online, including managing your account(s) and services. You will also be able to create your own personalised Login ID and password, making it easy to remember your login details.
So going off that i am under the impression i can create a username that will link to my acccount number so i dont need to remember the account number
to sign in with every time
are you still there?

 

Yes.
What is happening from your end when you click on "Click here to create your ID"
I get taken to https://customerzone.vodafone.co.nz/selfservice-customerzone/registration.jsf

 

Is it not routing you to a page where you cacn fill out the form to indicate your preferred username?
https://customerzone.vodafone.co.nz/selfservice-customerzone/registration.jsf
yes, and everytime i fill that out it errors

 

I see.
I suggest that you try to log out and refresh the page or give it a try a little bit later.
I have been trying for over a week.....

 

What I am also thinking is because, as I have mentioned, we are migrating our customers to the new system. 
Do you want to speak with the Sales team so they can create one for you and may also discuss the best value that we currently offer?
So when will someone contact me regarding this new system then?
From the sounds of it i have been forgotten

 

I can connect you to the Sales team right now so they can do it for you right now.
ok fine

 

Hold on please.

 

Thanks for your patience. Please keep this chat open and we'll be with you as soon as we can

 

You can find helpful info and videos on how to set up your modem or Wi-Fi and setting up your TV on our website
Thanks for your patience. Please keep this chat open and we'll be with you as soon as we can

 

You can find helpful info and videos on how to set up your modem or Wi-Fi and setting up your TV on our website

 

My name is Muzammil
Hi

 

Hi, how can i help you?
did the previous agent give you our chat history?

 

let me check.
because trying to copy and paste with a limit of 150 characters is going to be extremely painful

 

You want to create customer profile is that correct?
instead or remembering your account number?
Yes so i dont need to use my account number to sign in with everytime, he also said you have a new system which i havent been added to

 

please share your account number.
********

 

Let me connect the chat to the concerned team.
huh
you arent the correct team?

 

Thanks for your patience. Please keep this chat open and we'll be with you as soon as we can

 

You can find helpful info and videos on how to set up your modem or Wi-Fi and setting up your TV on our website
Thanks for your patience. Please keep this chat open and we'll be with you as soon as we can

 

You can find helpful info and videos on how to set up your modem or Wi-Fi and setting up your TV on our website

 

My name is Sajjad
Welcome to Vodafone. My name is Sajjad. How are you doing today? 
could be better
you are the 3rd person i have been passed to

 

******** I'll try my best to make your day better. 
ok, so are you setting it up now or am i still talking to the wrong team?

 

****** please allow me a moment while I read your previous interaction. 
******* if I am not wrong you are looking for the new account and also when you login online you do not want to use the account number is that correct ?
the first guy said i wasn't in the new system

 

Let me check that for you. 
In order to get the account verified, I will quickly ask you few security questions.
May I please know your full name ?
**********

 

Thank you, may I please know the address at which services are installed ?
************

 

Perfect! That matches our records. Thank you so much ******** for verifying the account. 
******* I have checked and yes I can see that your account is in our old system. 
Also to login online you need to use the account number and the password. 
******* please do not worry, to get the new upgraded account for the broadband we have a dedicated Sales team over on chat. 
They will help you in getting the account on the new system and to login online you will need email address and password. 
******** are we still connected ?
sorry im at work as well

 

I understand that. 
********* be rest assure, this time I will connect you to the correct department. 
THey will help you in getting new account in our new system and also help you with best plans and offer. 
-.-

 

Also with the new account you can login online with no account number. 
I understand you have been transferred again and again.  I do apologize for that. 
******** I can get a call back arranged for you from our Sales team. 
They will call you at your preferred time and help you with getting this resolved. 
just transfer me

 

Do not worry, Our team will be able to see this interaction so that you do not have to repeat yourself. 
Request you to please stay on line while they connect to you incase you get disconnect please do choose RECONNECT to jump back on chat.

 

Thanks for your patience. Please keep this chat open and we'll be with you as soon as we can

 

You can find helpful info and videos on how to set up your modem or Wi-Fi and setting up your TV on our website

 

My name is Shrutika
Hi ********* :)
hi

 

tell me is there something wrong with the account number 
really?
"Do not worry, Our team will be able to see this interaction so that you do not have to repeat yourself. "

 

Really sorry for the inconvenience but all I can see is the  chat from transferred associate regarding your account which is also not the whole chat 
please help me with your query .
oh FFS
apparently you have forgotten about me and im on the old system
by the way you are the 4th person i have been passed to, its nothing personal just obvious that vodafone is slack

 

okay help me with your account number.
i have already given my account number name and address 3 times
surely that gets passed on
**********

 

yes I have your details 
so looking at the account you need to update the plan nothing else 
huh 2 of the previous guys said im not in the new system
and i cant create an id in the customer zone because of that
im happy with the plan im on

 

yes so to put you in new system we just need to renew your plan on unlimited fibre 100
actually you are on old plan which is going to stop infact has stopped 
what do i get with this new plan? and how much is it?

 

your plan is 300gb fibre 100 which is limited 
new plan is unlimited fibre 100 - 12 month term $82.99/month 
W T F, thats a big price increase

 

you will get discount on this if your have a mobile number with vodafone 
thats a extra $20 a month
im currently only paing $52.97 a month

 

okay no worries I can understand the price is a increase you can do one thing best is call on our customer care number and get transferred to retention so they will give extra discount 
also there are plans with cheaper price 
so i have to speak to a 5th person...

 

can you help me with your address once to see what is available at your location 
-.-
**************

 

thanks 
okay so only fibre is available at your  place 
so your telling me i have to speak to a 5th person now

 

do not worry will transfer to the retention team will tell them about query just stay connected 
******CNX needs to upgarde from CLR to SBL , also plans needs to be updated - acc  number ******** . Please help cnx with plan and less price , cnx is lareday on fibre 
Note to transferred associate*****************
please stay connected as I transfer you 

 

Thanks for your patience. Please keep this chat open and we'll be with you as soon as we can

 

You can find helpful info and videos on how to set up your modem or Wi-Fi and setting up your TV on our website
Thanks for your patience. Please keep this chat open and we'll be with you as soon as we can

 

You can find helpful info and videos on how to set up your modem or Wi-Fi and setting up your TV on our website
Thanks for your patience. Please keep this chat open and we'll be with you as soon as we can

 

You can find helpful info and videos on how to set up your modem or Wi-Fi and setting up your TV on our website

 

My name is Amar
Hello, Amar here from Consumer Retention. How can i help you today?
hi person number 5
did the previous person send my details through

 

just give me a quick minute, let me check that.
I am really sorry i didnt get full chat history, i am assuming you have been transferred to retention team so you have to disconnect some services.
f c k this, 5 people and i have to repeat myself every time
good bye
worst customer service ever
do you have a manager?
surely someone can see this chat history, i certainly can at this end

 

Just quickly breif me with the issue i will fix it for you,
I am sorry but managers are available only on call
fine i will call later

 

You can tell me ?

 

Appreciate getting connected to this feed. I'm not sure where to start on this....what a shambles! Not good enough and I will sort. Please drop me a quick email at the address mentioned below and I'll get onto it for you. I'll also take a look at your experience and see what has gone on here with all of these transfers. We have invested tens of millions of dollars in service over the last two years and we are genuinely now as good as anyone in the market on service, (low bar sometimes - I know!) with a programme to streak ahead in the coming year. 

I know that doesn't help you out now though - and certainly isn't reflective of your experience. Please email and I'll fix it - as always very happy to be anyone's personal account manager!

Apologies again.

JP

johny99: @jasonparis

Thanks Johny - really appreciate you letting me know.

Cheers

JP

It seems to me the agent should have just told you to ignore the message ("We note that you have logged in with your Account Number and Password.
Did you know there are increased benefits available to customers who create their own individual profile within this Customer Zone? blah blah ") and this would have been avoided as while I understand there is a timeline to decomission the Customer Zone system the deadline has not yet passed and they are focusing on the HFC cable broadband and TV migrations at the moment.

The $52.97+GST ($59.99 on account bundled plan + 0.99 government levy including GST) / $69.99 unbundled price point is currently being served by FWA (4G wireless) so will be interesting to see what they offer as replacement or will just grandfather your existing price/plan in the new system. As noted by a previous poster the wholesale input price of 100/20 fibre access tail alone has risen to just shy of $50+GST.

Looking at competitors, the best non-contract price offering I have seen recently for 100/20 fibre internet standalone is in the $65-69 per month range.

Anyway, I hope they don't copy Spark's strategy of delivering a wireless modem to your doorstep unsolicited 😕

Thanks @JasonParis i will email you later today.

Ironic isn't it. I recall when Clear Communications first arrived on the scene as competition for Telecom NZ for phone services, their claimed point of difference was one person would deal with your enquiry, start to finish. Just look at what we have now...

quickymart:

 

halper86:

 

2) You would achieve more if you used a pleasant tone of communication, paired with the fact that they don't come to work to be abused. I sure as hell wouldn't want to help you in the tone of voice you were using.

 

 

For sure, but if you were passed around 5 times and still hadn't had your problem sorted, would you be happy to be passed around from one person to the next forever, seemingly never getting anything done?

 

I would lose my patience after the second transfer.

 

Yip, OP was really quite reasonable. He used a couple of bad words but did not abuse the people concerned and in fact made it clear to the 4th person that his frustration wasn't personal.

halper86:

 

1) All new Vodafone accounts should be registered under MyVodafone - the customer zone area is for older CABLE registrations ONLY.

 

2) You would achieve more if you used a pleasant tone of communication, paired with the fact that they don't come to work to be abused. I sure as hell wouldn't want to help you in the tone of voice you were using.

 

3) Always try and find their support articles before you talk to them - this isn't a negative, but you would be on the right track if you did your research before contacting a CSR.

 

4) Like everybody says on Geekzone - if you want decent customer service, shop around. Vodafone is not the only ISP in NZ.

 

-e- Corrected a mistake, Attached images below

 

 

 

Hi There,

In reply

1/ Vodafone setup this account for me when i moved from ADSL to Fibre, i didnt choose to get setup with this account type.

2/If you actually read the full transcript you can see I started with a pleasant tone. If you had any knowledge of customer service you would also know you never blind transfer a client let alone doing it 4 times. If you think that that is acceptable well I hope I never have to deal with your company.

3/ The support articles don't mention anything about errors on there web pages.

4/ That is why I asked for opinions in my original post.

5/ I have no idea what those images are for or how they relate to my issue, the fact you are posting them leads me to believe you may have or possibly still do work for Vodafone.

Cheers 

halper86:

 

Or in-store help....

 

What if you don't live anywhere near a store?

colinuu:

 

Ironic isn't it. I recall when Clear Communications first arrived on the scene as competition for Telecom NZ for phone services, their claimed point of difference was one person would deal with your enquiry, start to finish. Just look at what we have now...

 

I remember those days too, sad to see what's happened.
The upshot is at least there are some competitors who know how to provide service without endless transfers to different departments, and reps taking 0 ownership of a problem.

Maybe that's how you like things halper86, but you'd be hard-pressed to find anyone else here who would agree with you.

Vodafone used to have very good customer service - when they were mobile only. It seems to me as soon as they absorbed Telstra Clear and various other providers, their customer service levels just steadily dropped lower and lower, until we get to the point we're at now.

halper86:

 

DjShadow:

 

The X-Squad is still there too if you hit dead ends with things

 

 

Or in-store help....

 

Last time I tried in-store help for broadband they didn't want to hear about it and told me to call the helpdesk, they just seemed more interested in cell phones and plans. (this was a few years ago though so that may have changed now.)

Oh I'm in Auckland for someone else who asked.