Vodafone Support Unbelievable

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#206300 10-Apr-2009 08:56

We have kind of highjacked the thread here but I think the underlying principal is the same.....vodafone customer service is not really that at all. For the most part it appears to be another mechanism for vodafone to extract money from their customers.

johnr

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#206301 10-Apr-2009 09:03

marmel: We have kind of highjacked the thread here but I think the underlying principal is the same.....vodafone customer service is not really that at all. For the most part it appears to be another mechanism for vodafone to extract money from their customers.

incorrect

I am sure if someone requested a refund /credit transfer before the port out there would be no issue!

What one person in this thread advised after porting out they wanted to use the credit on music store! How can credit be removed off a prepay account when the prepay number is now on the another carrier and the prepay account closed

John

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#206302 10-Apr-2009 09:09

On saying the above guess it comes back to T&Cs I am no expert on these as I have not read all of them

John

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#206309 10-Apr-2009 09:42

bobmeister:

Two years ago I started the process of transferring my number from one company account to another. The correct forms were filled in and even acknowledged as being correct and that the transfer would take place as soon as possible.The transfer finally took place on March 19 this year. This was after many phone calls over the period f time and countless promises that it would get sorted.On the day the account transfer took place, Vodafone managed to stuff up my Vodafone Family setup, as this had to be cancelled and then set up again.

I have called every two days since and have got a separate person each time who says they will look into it and get back to me. Of course they never do.

Apparently the issue is with a failed order in the system and it needs to be cleared by someone higher up the chain.

Its now three weeks.

How hard can it be? Are their systems that bad? Is Vodafone dysfunctional?

I am OK at fixing broken orders (not my job role)

PM me on Tuesday the job# or some details

John

marmel

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#206312 10-Apr-2009 10:08

johnr:
marmel: We have kind of highjacked the thread here but I think the underlying principal is the same.....vodafone customer service is not really that at all. For the most part it appears to be another mechanism for vodafone to extract money from their customers.

incorrect

I am sure if someone requested a refund /credit transfer before the port out there would be no issue!

What one person in this thread advised after porting out they wanted to use the credit on music store! How can credit be removed off a prepay account when the prepay number is now on the another carrier and the prepay account closed

John

Sorry John but that is a very poor excuse.

Surely if a customer calls and explains that they had a prepay account, number XXXXXXXXXX and had recently moved the number to Telecom vodafone could look the number up in the system and see what the credit amount was when the number was ported and deal with it accordingly.

It's almost as though you are trying to say once the number has been ported all trace of it and any credit that may have been there is vanishes.

Yes it may take a little bit of effort on vodafone's part to actually take the time to see if there was a credit and perhaps offer to credit it to another number or another vodafone service but thats the real issue here isn't it? Trying to get vodafone to do anything like this is near impossible for a number of reasons including the fact that no one appears to ever return calls/emails. What happens to all of those queries anyway, do the cs reps just delete them?

exportgoldman

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#206319 10-Apr-2009 11:16

Their system doesn't let you move a number to prepay either if you are a business user, you have to sign up for a personal post pay account first. Dumb.

Also all their systems were down Thursday so when my mate went to setup his new prepay account with best mate/txt2000 etc he couldn't, phoned up customer service cost $1 and they said it was down try again later and didn't credit him the $1 helpdesk fee either.

Woohar being charged for them telling you their stuffs broken. roll on NZ Comms.

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bobmeister

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#206330 10-Apr-2009 12:06

Thanks johnr, Will do that on Tuesday.

It seems to me that VFCustomer Support people and systems are very good if they can resolve any issues with the tools they have in front of them.

Once it has to be referred to another body of more specialised skills, everything spins out of control and lines of communication and priorities are lost into a black hole.

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nate

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#206340 10-Apr-2009 13:35

marmel: Surely if a customer calls and explains that they had a prepay account, number XXXXXXXXXX and had recently moved the number to Telecom vodafone could look the number up in the system and see what the credit amount was when the number was ported and deal with it accordingly.

Ah the joys of porting. This is a beast that you must understand well before you go ahead.

Sucks to lose $75, however, you should use the credit before you close the account (did this not cross your mind at any stage??). I've had clients who have landlines and have (incorrectly) ported a wrong number and lost broadband on that line for 10 days. Very frustrating, but that's how the porting system works.

You need to understand the system, and play it accordingly.

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#206347 10-Apr-2009 13:53

nate: Sucks to lose $75, however, you should use the credit before you close the account (did this not cross your mind at any stage??).

I knew that I wouldn't be able to use my old phone anymore but at no point during the porting process did anyone tell me that all of my other Vodafone services would be cancelled.

Come to think of it, why is Telecom able to initiate closure of a Vodafone account without confirmation?

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#206356 10-Apr-2009 14:43

freitasm:
Of course if you owed them money they would take you to a collection agency. I am not saying it's right. I am saying this is how it seems to work.

I switched our australian office's ISDN lines from Telstra to ArrowVoice (resold Powertel) at the time due to an accounts mix up there was about $2,000 in credit (which I wasnt aware of) wasnt a problem to get reimbursed.

So not always "how it works". In saying that had I known we had anything in credit I would have made sure we spent it first before changing likewise for prepay credit on voda always pays to be "safe".

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#206379 10-Apr-2009 19:05

Behodar:
Come to think of it, why is Telecom able to initiate closure of a Vodafone account without confirmation?

There is confirmation. You sign a consent form or your consent is recorded by the GSP (Gaining Service Provider). The GSP then advised the LSP (Loosing Service Provider) of the request. The LSP confirms the details are correct, and then the port proceeds at an agreed time and date.

The LSP is able to dispute a port (once completed), and the GSP must then provide proof of consent.

nzbnw

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#206380 10-Apr-2009 19:21

nzbnw: There is confirmation. You sign a consent form or your consent is recorded by the GSP (Gaining Service Provider). The GSP then advised the LSP (Loosing Service Provider) of the request. The LSP confirms the details are correct, and then the port proceeds at an agreed time and date.

The LSP is able to dispute a port (once completed), and the GSP must then provide proof of consent.

For what it's worth, I don't recall signing anything. I was wondering what would happen if the wrong number was ported (typo, etc) but you've covered that already. It still would've been nice for somebody at some point down the line to tell me that porting would cancel all services, not just the phone.

Of course, it's all done now, moaning on GZ isn't really going to help :P

nate

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#206392 10-Apr-2009 20:58

Behodar:For what it's worth, I don't recall signing anything. I was wondering what would happen if the wrong number was ported (typo, etc) but you've covered that already. It still would've been nice for somebody at some point down the line to tell me that porting would cancel all services, not just the phone.

You must've signed something at some point - to initiate a number port, the telco taking on the number must provide the exact account name, address and account number to the losing teleco. I can't remember the number of times I've had a number port fail because of one small mistake.

Agreed you should've been told, but the CSR you spoke to may also have been in the dark. Maybe a suggestion for Vodafone for the future?

sleemanj

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#206448 11-Apr-2009 13:10

Behodar: I eventually managed to get an 09 number out of the phone book) and she said that my account had been deactivated and that she couldn't do anything.

I think what you should do is write a letter to Vodafone clearly outlining all the details.

If you don't get the credit out of them, then probably FairGo should be the next step. I'd suggest the disputes tribunal, but that will cost a few dollars and it's a bit of a grey area so whether you would win or not is hard to judge.

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#206449 11-Apr-2009 13:37

Behodar:
nzbnw: There is confirmation. You sign a consent form or your consent is recorded by the GSP (Gaining Service Provider). The GSP then advised the LSP (Loosing Service Provider) of the request. The LSP confirms the details are correct, and then the port proceeds at an agreed time and date.

The LSP is able to dispute a port (once completed), and the GSP must then provide proof of consent.

For what it's worth, I don't recall signing anything. I was wondering what would happen if the wrong number was ported (typo, etc) but you've covered that already. It still would've been nice for somebody at some point down the line to tell me that porting would cancel all services, not just the phone.

You have to sign something. When you port a mobile from Vodafone to Telecom the store asks for a photo ID and ask to photocopy your existing SIM card. They must get the SIM card number from you otherwise they won't even start the porting. They also ask for your latest bill (if you are on account) so they can get your account number. At that moment you have to sign the forms.

Without a signature they don't even start the porting.

Of course this is all moot. Porting a number is started from the network receiving the number, and at no moment they know what's your balance, so if there's anything to be resolved it's the customer who must do it before the porting happens.

Once the number is ported the old account on the previous telco is closed, dead. You wouldn't be able to access Vodafone Music Store because they require an account. That's not to say you shouldn't get your money back, but certainly you shouldn't be able to access any services.

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