Why won't Vodafone answer support email sent via their support system?

Forums › One New Zealand (including Vodafone, WxC, Farmside) › Why won't Vodafone answer support email sent via their support system?

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#41106 14-Jul-2006 18:27

I haven't have GPRS overcharge problem yet, but i do feel the need to have my GPRS usage auditted to be sure it is accurate.

And I think any service provider should endeavour to answer the customers' queries especially one that may allerged with overcharging.

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#41108 14-Jul-2006 18:29

johnr: and Brad don't twist what I say about GPRS charging

I don't see it, where did that happen?

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#41109 14-Jul-2006 18:29

Brad

I know for a fact that people who work for vodafone have spoken to cokemaster

Cause I have been one of them and I know others in our team that have too

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#41110 14-Jul-2006 18:32

johnr: Brad

I know for a fact that people who work for vodafone have spoken to cokemaster

Cause I have been one of them and I know others in our team that have too

But still no answer to his problem? And i wasnt twisting your words.

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#41113 14-Jul-2006 18:41

johnr: Brad

I know for a fact that people who work for vodafone have spoken to cokemaster

Cause I have been one of them and I know others in our team that have too

So if Vodafone know of this problem and top techs and teams have looked into it, why is the problem still evident?

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#41115 14-Jul-2006 18:42

johnr: Cokemaster

All on account customers work of the same billing system

if one was affected all are affected

I know this is slightly OT but this can also make problems even bigger. I still can't get a response as to why I was overcharged 6c per 10kb for WAP traffic when I went over my 3MB plan when I should have only been charged 2c per 10kb. Obviously if it was affecting me it was affecting everybody who went over their data caps and used WAP yet Vodafone didn't interested in the slightest about doing anything about it. 6 months later the problem is fixed but I'm still owed money for overcharging.

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#41116 14-Jul-2006 18:45

How much were you over charged?

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#41117 14-Jul-2006 18:50

Around $1.00

It's not the money but the principal - I rang Vodafone 5 times over a matter of weeks, spent close to an hour on hold in that time, had 3 people from solution support promise to ring me back that I never heard from and then sent the same email numerous times to customer service and didn't get any sort of response.

I've also been charged 60c again this month for Live! chat when I know the service has not been used from my phone. I just can't be bothered in trying to deal with CS or app support and challenge it because it's just a waste of time. I just pay my 60c and then moan about Vodafone in forums like this! :-)

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#41119 14-Jul-2006 18:58

Ok I am sorry about the $1 overcharge I know its not the $1 but the principal

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#41120 14-Jul-2006 19:12

It's not your fault John so there is hardly anything to apologise for.

The problems seem to stem from the CS environment which almost seems to have an attitude that the customer cannot possibly be right when it comes to any issues regarding the accuracy of their billing systems. Not returning promised phone calls is rude, especially when this happens more than once. Complaining about this and it being inferred that I was lying and that I hadn't rung the day before is even worse.

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#41122 14-Jul-2006 19:21

sbiddle: It's The problems seem to stem from the CS environment which almost seems to have an attitude that the customer cannot possibly be right when it comes to any issues regarding the accuracy of their billing systems. Not returning promised phone calls is rude, especially when this happens more than once. Complaining about this and it being inferred that I was lying and that I hadn't rung the day before is even worse.

Unfortunately, this sort of attitude seems to be endemic in all large call centres - it's not unique to Vodafone. Let's face it, working in a call centre is not exactly the greatest job in the world and as a result, call centres generally have a very high staff turnover.

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#41159 15-Jul-2006 09:27

Back on topic, which is "why won't Vodafone answer support email sent via their support system"... You are luck Vodafone does have a support e-mail. I just tried contacting NZ Post to provide feedback on their new Post Codes, and the only way is through those ticket system - which is for support not feedback.

Even if I submit something there, it will not be seen as feedback, I am afraid.

So, lucky some companies do have easier contacts. Unlucky some don't act on them.

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#41160 15-Jul-2006 09:46

freitasm: Back on topic, which is "why won't Vodafone answer support email sent via their support system"... You are luck Vodafone does have a support e-mail. I just tried contacting NZ Post to provide feedback on their new Post Codes, and the only way is through those ticket system - which is for support not feedback.

Even if I submit something there, it will not be seen as feedback, I am afraid.

So, lucky some companies do have easier contacts. Unlucky some don't act on them.

Completey OT now but maybe we could start a new thread discussing their new postcodes and NZ Post's failed concept to actually impliment them? NZ Post have told you your new postcode but you have also told you that you have to do nothing - rather than telling everybody sending mail to use a postcode they are only targetting businesses, meaning that the problems NZ post have with mail being incorrectly delivered to the 16(?) Beach Roads in Auckland will continue because individuals are still going to address mail to "1 Beach Rd, Auckland" and some poor mail sorter is going to have work work out what Beach Rd the mail is actually destined for!

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#41161 15-Jul-2006 09:51

Actually NZ Post is targeting consumers - I've got a leaflet with instructions, a few copies of my Postcode and a game to find it and enter a competition - didn't you?

I don't think they are targeting business enough though. Not even their 50/50 partner, DHL: http://www.geekzone.co.nz/freitasm/838

Please open another topic if this discussion is to continue.

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#41978 19-Jul-2006 13:06

Unfortunately, this sort of attitude seems to be endemic in all large call centres - it's not unique to Vodafone. Let's face it, working in a call centre is not exactly the greatest job in the world and as a result, call centres generally have a very high staff turnover.

I have to agree with you, but point out one recent exception I have found: ihug. Sure they take 10-20 minutes to answer my calls, but once I get online with them, they are damn helpful and even called back when they promised too. It may have something to do with me reciting ping stats, traceroute results, (to prove that nothing is wrong with my PC or router), and netstat output (to prove that no I don't have a virus establishing any outbound connections), but they seem to respond very well.

I have to agree that my experience with Vodafone support has been decidedly average, and in general it seems that online (email, webforms, etc) support options are the poor second cousin to phone calls in most CALLcentre environments. I think it's because there is no immediacy with email submissions, whereas an irate customer in your ear demanding results will get plenty of attention.

*Managed to nail the issue down to a dodgey ADSL filter by the way.

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