Vodafone's totally incompetent telephone support

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#2861165 3-Feb-2022 11:03

JasonParis:

cokemaster:

@JasonParis will sort it out. Although would be ideal if this done right, first time.

Onto it now team. If you can - please send me the details to jason.paris@vodafone.com - but I have also shared this link with my top service reps to get onto now. I'll stay across this too.

JP

It just shouldn't be necessary - I'd be livid if I was JP. This is not what a CEO is hired to do and yet he seems to have to do it fairly regularly

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#2861186 3-Feb-2022 11:36

Reading this leaves me speechless. So sorry for OP and Aunt.

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#2861192 3-Feb-2022 11:47

Imagine if Aunt had a medical emergency. They can see the age of the person on the account is around the age of their own parents. You would think some extra effort would be made to ensure she stayed connected.

RunningMan

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#2861194 3-Feb-2022 11:50

Why couldn't they investigate the source of the calls rather than change the number?

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#2861196 3-Feb-2022 11:52

RunningMan:

Why couldn't they investigate the source of the calls rather than change the number?

9/10 goes back to a VoIP provider overseas

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#2861221 3-Feb-2022 12:18

RunningMan:

Why couldn't they investigate the source of the calls rather than change the number?

Because all the telcos refuse to implement call filtering and screening for their voice services, rendering them useless once this starts to happen. Worse is all the lazy websites and apps that tie your authentication into a voice service phone number (looking at you whatsapp) because they are too useless to handle user IDs on their own.

If I was able to block all non NZ mobile numbers from calling my mobile, it would be usefull to me. Having idiots overseas able to bother me for nothing at no cost to them and no penalty for them doing it makes it useless.

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#2861223 3-Feb-2022 12:22

nztim:
eracode:

The CEO of a major corporate has better things to do than get involved in stuff like this. We can commend him on getting involved - but the fact that he does so is a sign of a dysfunctional organisation.

Its not just Vodafone, you try call any of the "big boys" (Spark/2degrees/Vocus) and its exactly the same - this lack of customer service is driven by rock bottom prices for internet and phone service which is classed as essential but where there is if a best $10 profit per connection

I have always said Broadband in New Zealand is too cheap, in the USA a 1GBIT HFC/G.Fast (not fibre) costs $99 USD with a 1TB Cap and an additional $15 USD per month per TB - that's $150 NZD with current exchange rates - if you have a problem you can go into a COX store and speak to a person, have a tech who speaks proper English come visit you and sort stuff out

Vocus? On the odd occasion I’ve called Orcon they were great. Nothing at all like Vodafone.

I don’t think anyone could be lumped into Vodafone’s camp.

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#2861224 3-Feb-2022 12:26

I've found Spark's chat quite good, and they get stuff done when they say they will. Haven't called them for years though, so I can't comment on their helpdesk.

RunningMan

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#2861231 3-Feb-2022 12:50

They even have a process to deal with this sort of thing. http://help.vodafone.co.nz/app/answers/detail/a_id/3109/~/deal-with-unwanted-or-abusive-calls%2C-txts-or-pxts

K8Toledo

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#2861404 3-Feb-2022 18:40

nztim:

eracode:

The CEO of a major corporate has better things to do than get involved in stuff like this. We can commend him on getting involved - but the fact that he does so is a sign of a dysfunctional organisation.

Its not just Vodafone, you try call any of the "big boys" (Spark/2degrees/Vocus) and its exactly the same - this lack of customer service is driven by rock bottom prices for internet and phone service which is classed as essential but where there is if a best $10 profit per connection

I have always said Broadband in New Zealand is too cheap, in the USA a 1GBIT HFC/G.Fast (not fibre) costs $99 USD with a 1TB Cap and an additional $15 USD per month per TB - that's $150 NZD with current exchange rates - if you have a problem you can go into a COX store and speak to a person, have a tech who speaks proper English come visit you and sort stuff out

As an authority on most of my clients mobile/broadband accounts I regularly deal with Spark CSR's.

Generally I've found Spark's NZ call centre to be excellent, the Phillipines not so much....but still nowhere near as bad as VF.

nztim

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#2861848 4-Feb-2022 18:20

K8Toledo:

Generally I've found Spark's NZ call centre to be excellent, the Phillipines not so much....but still nowhere near as bad as VF.

That will be through the Business Hubs, Try calling 123 these days or 120 for a fault

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#2862758 6-Feb-2022 18:18

JasonParis:

cokemaster:

@JasonParis will sort it out. Although would be ideal if this done right, first time.

Onto it now team. If you can - please send me the details to jason.paris@vodafone.com - but I have also shared this link with my top service reps to get onto now. I'll stay across this too.

JP

Hello Jason, if you don't mind I will also email you tomorrow (Mon 7th) with my current struggle to get Vodafone support/billing to stick to promises made to me (which I have in writing) when I switched to Vodafone at beginning of October 2021.

Sounds like I am not alone:

https://twitter.com/Nigel_79/status/1487287689254621186?s=20&t=_sOxNK_R4gp64Z8LA2RL2Q

Thanks for being responsive on this forum.

K8Toledo

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#2862786 6-Feb-2022 19:15

nztim:

K8Toledo:

Generally I've found Spark's NZ call centre to be excellent, the Phillipines not so much....but still nowhere near as bad as VF.

That will be through the Business Hubs, Try calling 123 these days or 120 for a fault

Nope - I was referring to Residential 123. I've always found them helpful.

If I need to contact the Business Hub I generally call the local Account Manager on his cellphone.

Edit:

Ironically it's the Hub I'm least satisfied with. IME Account Managers put their own interests before the client by upselling.

KiwiTim

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#2864983 10-Feb-2022 19:30

We almost have the situation resolved. Nobody mentioned that my Aunt's existing phone hardware may not work with the new landline. Old landline was copper, whereas new landline is VoIP. After Jason got involved somebody called us and explained that the existing phone hardware may not work as we are now on a VoIP service. Vodafone has kindly offered to supply replacement phone hardware, which will hopefully get delivered tomorrow.

Linux

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#2864989 10-Feb-2022 19:39

Old school phone should work fine my parents have old cordless phones and no issue on Fibre they would also work with 4G FWA

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