robscovell: This is the message I sent to Vodafone through their feedback system:

Hi,

This relates to number 021 xxxx xxxx. 

I made several attempts to add a best mate to this number using the 756 TXT service and the online web portal. However, I was told that the number I was trying to add is 'invalid'. I rang 777 and reluctantly paid the $1 to speak to a CSR. I was told that the best mates system was down for maintenance and to try again later. As this was due to a fault at your end, I asked for a refund of the $1. He told me that he could not do that. I said I wasn't happy to pay to report a fault but he said there was nothing he could do to refund the $1. 

The amount of money is small but I object in principle to being charged to report a fault with your system and request a refund of $1.

Rob Scovell

This is the response:

Dear Rob

Thank you for your email.

We are extremely grateful that you have taken the time to contact us with this feedback. This will be channelled to the appropriate department, please keep in mind that they may not be able to contact you directly.

I am sorry to hear that you are disappointed with the decision to implement a $1.00 service fee for Prepay contacts to customer service; this fee is really designed to reduce contact that can be actioned by customers through other self service channels such as the internet.

This in turn will reduce the wait times for any customers who need assistance for anything that cannot be actioned online such as problems with their mobile or issues with a particular service.

Unfortunately with the current labour market as it is in New Zealand it is not possible to simply increase staffing numbers to address increased demand for customer services and the introduction of a service fee will hopefully improve service across the board for all customers.

Please see the details below for the self service options that are available to you as a customer and once again thank you for your feedback.

Although there will be a service fee to speak to a customer services representative, remember we offer a wide range of self service options to manage your mobile via 777 and online with My Vodafone.

By calling 777, you can use our self service options to check your mobile balance, review your TXT2000 balance, top-up your mobile via Credit Card, purchase, cancel and change your Add-Ons as well as hear about the latest Vodafone promotions and offers all at the touch of a button. 

My Vodafone is another great way to manage your mobile service online. With My Vodafone you can access all of your mobile information - you can top-up online, check your mobile balance, manage your Add-Ons, view your PUK code, plus much, much more - so check it out! Visit vodafone.co.nz/myvodafone

If you have any further questions please reply to this email, call our Customer Contact Centre on 777 from your Vodafone mobile, or 0800 800 021 from any other phone. From overseas you can contact us on + 64 9 355 2007.

If the person who sent this standard reply had read my message, he would have seen that the standard reply is not relevant to what I said:

1. It tells me to use 'My Vodafone' -- the point of my message being that 'My Vodafone' wasn't working when I tried to add the best mates number

2. It suggests I could call them back on 777, and pay another $1.

If Vodafone now has a 'Right First Time' then why does my message get sent to 'the appropriate department' and I get sent an inappropriate response. Why don't I get an appropriate respone 'First Time'?

I am wasting a lot of time on this but there is a principle at stake here -- being charged for essentially reporting a fault. 

Rob