VF is a shambles

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#1168434 4-Nov-2014 13:25

I guess every day is going to be different. I'm trying to get hold of Vodafone"Customer Service" today to do a SIM swap... Im on hold for the 3rd time now. the first 2 times I held for about 20 minutes then got cut off! Quite frustrating...

froob

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#1168790 4-Nov-2014 19:27

...

The other thing too - is that requests were actioned correctly; "right first time". The number of people on here who have said changes like this were completely mucked up and had to call and call to fix the error made when making such a change is astounding.

...

This has been my own anecdotal experience with trying to change plans/services. I called Vodafone a few weeks ago to change a naked broadband plan to a home phone and broadband package, which seemed very straightforward when talking to Vodafone customer services. Unfortunately, I had to call back because a week after receiving an email saying that everything was set up, the landline still had its disconnected tone.

Turns out that the phone had been connected - but to a separate line to the broadband - and without any communication that this was the case. My second line also isn't physically hooked up to the house wiring, and having it set up this way apparently meant they couldn't set up the phone packages as expected. Anyway, the second rep I spoke to was very nice and apologetic and said he would get it sorted.

I won't bother with the rest of the details, but subsequent to that I received and email from Vodafone telling me there was an issue, and had to call them again today.

The wait times for most of my calls weren't bad - around 5 to 10 minutes. The callback feature is also nice. There was one wait of more than an hour on one of my transferred calls, but again the callback feature worked well. The reps also seem to be polite and understand the issues well. The main problem seems to be just getting standard changes like this "right first time" as was said above. The amount of my time (and Vodafone's) that is being wasted in this exercise is really frustrating.

At least I know that if I can't get any joy through the standard channels, the Vodafone reps on here will no doubt be able to sort the issue.

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jjnz1

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#1168906 4-Nov-2014 22:19

@vodafoneNZ 33 minutes on hold.. love the music! Guess I'll hang up as no one is home ! haha

— @Joel_NZ November 4, 2014

Yabanize

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#1168934 4-Nov-2014 23:00

As much as I like VF they really need to do something about their hold times.. The amount of complaints on their facebook page about it

langers1972

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#1168950 4-Nov-2014 23:29

johnr:
21brandon21: Yeah Vodafone's Call Centre were very good a few years ago. Now call waiting times are at minimum 20 minutes. Vodafone is a good company they treat their current customers really good. They just need to sort out their call waiting times.

I called from a landline in the weekend to help a friend change fixed line plan straight away and the call was answered in no more than 5 - 6 minutes

I have called a few times lately and have consistently waited for between half an hour to forty five minutes so please let me know the number you're calling!

quickymart

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#1168974 5-Nov-2014 05:58

From the Herald today:

http://www.nzherald.co.nz/business/news/article.cfm?c_id=3&objectid=11353219

Maybe instead of letting people go they could move some of them to answering the phones? Save redundancy payments too?

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Demeter

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#1169117 5-Nov-2014 11:00

quickymart: From the Herald today:

http://www.nzherald.co.nz/business/news/article.cfm?c_id=3&objectid=11353219

Maybe instead of letting people go they could move some of them to answering the phones? Save redundancy payments too?

How many mid level professionals do you know that would like to work on a tech support helpdesk?

old3eyes

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#1169192 5-Nov-2014 12:22

Demeter:
quickymart: From the Herald today:

http://www.nzherald.co.nz/business/news/article.cfm?c_id=3&objectid=11353219

Maybe instead of letting people go they could move some of them to answering the phones? Save redundancy payments too?

How many mid level professionals do you know that would like to work on a tech support helpdesk?

Ok. Move them to wireline provisioning then, it's the pits at present..

Regards,

Old3eyes

dacraka

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#1169218 5-Nov-2014 12:55

Demeter: Anyone else with billing issues, email us on onlinecare@vodafone.co.nz if you can't get through to the callcentre.

How long should the wait be for a reply from a CSR using this method before following it up?

Thanks
Phill

Jaxar

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#1169222 5-Nov-2014 12:59

old3eyes:
Demeter:
quickymart: From the Herald today:

http://www.nzherald.co.nz/business/news/article.cfm?c_id=3&objectid=11353219

Maybe instead of letting people go they could move some of them to answering the phones? Save redundancy payments too?

How many mid level professionals do you know that would like to work on a tech support helpdesk?

Ok. Move them to wireline provisioning then, it's the pits at present..

That's still a demotion....

Please note: I have a professional bias towards Vodafone.

Demeter

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#1169262 5-Nov-2014 14:03

dacraka:
Demeter: Anyone else with billing issues, email us on onlinecare@vodafone.co.nz if you can't get through to the callcentre.

How long should the wait be for a reply from a CSR using this method before following it up?

Thanks
Phill

If you're using that email address and not the online form, you should get a response in about 24 business hours. You should immediately after emailing it receive an automatic response with an incident reference number that we can follow up and track if your request is really urgent or you don't hear from anybody within 24 hours. If you need an immediate response, Tweet us the incident reference number and we can check it out. It takes longer on the weekend because only a couple of us work in Social Media but during the week the team are pretty on to it.

Just keep in mind that because the call centre is overloaded, we are also getting smashed and our team is only small. Be gentle.

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afe66

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#1169275 5-Nov-2014 14:47

Just checking

24 business hours = three business days.

A.

johnr

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#1169284 5-Nov-2014 15:00

afe66: Just checking

24 business hours = three business days.

A.

Correct

Demeter

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#1169291 5-Nov-2014 15:09

afe66: Just checking

24 business hours = three business days.

A.

I meant Monday to Friday as business days and a normal 24 hours, but yeah, sometimes it can take longer than that to respond if we have to get information from outside the team to complete whatever the request is.

Bung

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#1169321 5-Nov-2014 15:26

A friend was complaining this morning that his latest bill had around $300 of extra charges that he was having to dispute. His long standing connection suddenly had acquired connection and nonstandard install fees. The call centre has taken most of it off but he's still chasing about $60. Are the CSRs in a sort of Novapay situation?

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