Horrendous Vodafone Customer service

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#2267523 30-Jun-2019 21:50

MichaelNZ:

JasonParis:

- 95% of Vodafone's calls have been answered overseas for years - we haven't done anything to change the mix of onshore vrs onshore call volumes

- However we are moving from our existing off shore partner who wasn't delivering to a new one and the transition is taking longer than expected. Almost all of the attitude issues that customers are experiencing are from the company we are moving away from which is massively disappointing and frustrating for all. We are moving as quickly as we can but it is taking time.

@JasonParis

Ever considered the staff being paid PHP 53 (NZ$ 1.56) per hour has something to do with this?

Davao, Philippines seems like half a world away until one is riding on a bus past the call centre out at Ecoland. Then its more real, along with the underlying realities of paying people stuff all.

@MichaelNZ I have to agree here with you on this one if this is what they are paid!! Shame on them

bigalow

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#2267540 30-Jun-2019 23:00

+ remember that call centers don't just work for 1 company

a call center could be working for VF NZ also Sony AU or Apple DE or Daihatsu USA

Salami

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#2267673 1-Jul-2019 10:27

I must say.. "what has Russell Stanners been doing all these years" to put VFNZ with such a mess...

I truly hope VFNZ will improve over the coming years.

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#2267681 1-Jul-2019 10:38

Russell got orders from up in Group in the UK

zyo

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#2267726 1-Jul-2019 12:04

I had the opportunity of working with programmers outsourced to Philippines. I think deep down they view themselves as "disposable workforce"hence not really care about qualities and usually look for easiest/hackiest way out.

surfisup1000

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#2267777 1-Jul-2019 14:23

zyo: I had the opportunity of working with programmers outsourced to Philippines. I think deep down they view themselves as "disposable workforce"hence not really care about qualities and usually look for easiest/hackiest way out.

The philippines programmers I worked with, were really good. Some of the good ones eventually moved to New Zealand.

The Philippines people would be far worse off were it not for foreign companies investing in their country.

And, it offers good workers a chance of moving to another country and improving the lives of their families.

Some might see it is exploitation, but I think both sides gain from such arrangements.

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MichaelNZ

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#2267912 1-Jul-2019 18:58

surfisup1000:

Some might see it is exploitation, but I think both sides gain from such arrangements.

Are you kidding?

If you earned PHP 14,000 to 16,000 per month* (the amount I am informed Teleperformance pay their staff) - that's NZ$ 413 to 472 - and the only first world counries which you don't need a visa for are Singapore and Israel - how much mobility are you going to have? And that's if the folks at the BI don't stop you from leaving all in the name of "preventing human trafficing".

*Before GSIS, Philhealth and income tax deductions.

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SteveC

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#2267995 1-Jul-2019 20:50

JasonParis:

- However we are moving from our existing off shore partner who wasn't delivering to a new one and the transition is taking longer than expected. Almost all of the attitude issues that customers are experiencing are from the company we are moving away from which is massively disappointing and frustrating for all. We are moving as quickly as we can but it is taking time.

- At the same time the team are two years into a IT simplification programme (moving customer and billing records from 4 stacks to 1) and the customer migrations started in March and are proving to be trickier than they expected. We have made some changes which are starting to see some improvements

So it's a bit like the perfect storm at the moment and although the teams are working tirelessly to address them all, most are incremental improvements vrs the bold move that we need to make to turn our service from zero to hero. I'm relatively new in my role, but I've been asking the team to present me a plan for a NZ based service team that significantly changes the game and I hope to sign this off this week. Again this will take some time to implement, but we will share it with you soon so customers can see that we are getting back on track.

In the interim, any issues please email me direct so the team and I can sort: Jason.paris@vodafone.com. Sonyab - completely understand your decision but if there is anything that I can do to get this back on track or even make your transition to another provider easier (in the hope that we will at least get a chance to win you back in the future) - please let me know. Deepest apologies again.

JP

If find this explanation surprising, given the problems I've had with Customer Service ever since Vodafone purchased me. TelstraClear had their moments, but were usually better. The network was new and simpler then I suppose. Oh for the days of Paradise ...
I was getting wrong bills every month for most of the first year after we got Fibre-X. The CSRs were always polite, and tried to understand. Got a few free months in compensation. I guess that is why they are merging billing systems. Makes me thing of a quote from Phil 'Maverick' from a few years ago (which I've heard elsewhere too). Worked for WorldxChange before, and a while after, Vodafone bought them "I can switch it, be can you bill it!"

Different issue tonight. Took 53 minutes for the call to be answered, and the very polite, ver confused (didn't know what a T-Box is) CSR to tell me they can't replace my faulty T-Box remote.
He did politely suggest that Vodafone TV would be better. I equally politely explained why I didn't want it. He agreed with my reservations.
(I have PMed @JasonParis about this.)

quickymart

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#2268022 1-Jul-2019 21:32

They didn't even know about a product they sell?? I can see why they want to dump that useless call centre!

rogercruse

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#2268029 1-Jul-2019 21:43

rogercruse:

JasonParis: ...let me know if I can help in any way.

Thank you, I believe that I'm now being processed correctly.

Or maybe I wrote too soon.....

Phoned Vodafone Customer Care this morning and spoke to someone from the migration team.

To recap:

merge status of the Fixed and Mobile accounts into one.
status of the ADSL to Fibre upgrade:
still being billed for ADSL when I've been upgraded to Fibre
status of the Fixed account bill for June (its wrong!)
I cancelled my landline number and made other changes to be Sky service, but while the cancellations have been actioned, the billing hasn't changed
status of the Vodafone TV device order
Apparently, I can't order this because I'm not a Fibre customer!!!!!
status of my requested upgrade from Fibre 100 to Fibre Max
Again, I can't order this because I'm not a Fibre customer!!!!!

'Yes, I'll get this sorted' was the message I heard.

And I actually received an email this evening from Vodafone about my Fibre Order, stating that they tried to phone me but got no reply, so I confirm my phone number.

I phoned their contact number to get an automated answer asking me to phone when their office was open.

So, I replied to their email that they had my correct contact details and that they should phone me again.

I guess I'll be phoning Vodafone Customer Care at some time tomorrow....

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#2268035 1-Jul-2019 22:05

quickymart:
They didn't even know about a product they sell?? I can see why they want to dump that useless call centre!

On the contrary, having read Jason's post, I suspected it might be the new call centre, as the CSR had an excellent attitude, and was trying hard. My bet is that the new call centre has not be trained and/or doesn't have a quality database, to support a product they would rather get customers off.
Having said that, I called them in May about another issue, and the CSR appeared to be sure I had a MySky HDI, which no longer works. Today's CSR suggested that too.

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#2268036 1-Jul-2019 22:07

I would like to pay my bill. I set up a direct debit when I changed banks. Somehow, there was an issue - ok, things happen. No dd’s executed and I went into arrears. No alerts. All of a sudden, no internet.

I rang, on hold about 20 mins, but did speak to a person who confirmed an issue with the dd, but unclear what the issue was. I paid by credit card, she reinstated the service, and promised a callback from an expert in the billing team.

No callback.

A few days later, about a week, I rang again. 45 mins on hold but I spoke to a lovely women who removed my late fee, and promised a callback by an expert from the billing team.

No callback, to date.

I would like to pay my bill. Jason, how about I pay my bill - would that be ok with Vodafone?

quickymart

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#2268832 2-Jul-2019 21:10

I find it interesting reading some stories on here where someone has been billed incorrectly by Vodafone (usually after making a change of some sort), to be told by the call centre "oh, we'll sort it and get someone to call you back". No one calls, ever, and no one does anything to correct the billing either. Eventually people stop paying the incorrect bill - yet at that point Vodafone fall over themselves to disconnect the services and apply late penalties, almost immediately.

Yet if it had been billed correctly from the get-go, such drastic action wouldn't be required to begin with...

robjg63

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#2268923 3-Jul-2019 03:14

quickymart:

I find it interesting reading some stories on here where someone has been billed incorrectly by Vodafone (usually after making a change of some sort), to be told by the call centre "oh, we'll sort it and get someone to call you back". No one calls, ever, and no one does anything to correct the billing either. Eventually people stop paying the incorrect bill - yet at that point Vodafone fall over themselves to disconnect the services and apply late penalties, almost immediately.

Yet if it had been billed correctly from the get-go, such drastic action wouldn't be required to begin with...

The billing section is probably still in house 😏

It seems call centres are always treated as an annoying facility to need to supply by large businesses. Spending as little as possible is always the goal. But it's actually the first (and often only) point of contact most people have with a business - a pleasant experience makes you feel valued as a customer.

I suppose as customers we always want the cheap product - so we get cut price service as a result. Do we have only ourselves to blame?

I guess if they annoy you and wont ,or dont seem able to help then the best thing anyone can do is change companies as fast as possible and tell all your friends.

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Handle9

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#2268925 3-Jul-2019 04:53

MichaelNZ:
surfisup1000:

Some might see it is exploitation, but I think both sides gain from such arrangements.

Are you kidding?

If you earned PHP 14,000 to 16,000 per month* (the amount I am informed Teleperformance pay their staff) - that's NZ$ 413 to 472 - and the only first world counries which you don't need a visa for are Singapore and Israel - how much mobility are you going to have? And that's if the folks at the BI don't stop you from leaving all in the name of "preventing human trafficing".

*Before GSIS, Philhealth and income tax deductions.

It is a double edged sword. The in country pay is insane but without foreign money the economy would likely collapse.

I live in Dubai and we have a live in maid who is from the Philippines. We provide her with all living costs (room, food, visa and an annual flight to the Philippines) and a salary of a bit more than NZD$1k a month. By the standards here she is paid a reasonably generous maids salary.

With that she pays for 3 children to go to university or trade school and her grandsons living costs. Without a job here she'd have no way of providing for her family and to be we can't afford to pay a heap more.

It is similar with many of the people here from Asia, they earn very low wages by NZ standards but with that money they provide for multiple families back home.

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