Does Vodafone customer service exist???

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FineWine

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#2741186 8-Jul-2021 15:54

quickymart:

Vodafone used to have very good customer service - when they were mobile only. It seems to me as soon as they absorbed Telstra Clear and various other providers, their customer service levels just steadily dropped lower and lower, until we get to the point we're at now.

Too many customer service computer systems to be absorbed into one. Too many customer service agents to be thinned out and then retrained onto the one system. So to solve that last problem, they divided the whole customer service computer system into parts (connections, billing, voip, mobile, UFB, vodafone tv etc) and now we have a bowel of spaghetti as everything goes around in circles as no one wants to take responsibility.

(just my thoughts)

Whilst the difficult we can do immediately, the impossible takes a bit longer. However, miracles you will have to wait for.

quickymart

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#2741274 8-Jul-2021 18:32

Agree with you there Finewine.

I know when I worked at TCL Faults (up until the mid-2000s), you handled everything - cable, DSL, fibre (if you were a business that could afford it), wireless, DNS, calling cards...the list went on. But the whole product range was supported by one department, not 7 or whatever. Ditto Customer Service (although their wait times were always shocking); they handled ex-Telstra Saturn and ex-Clear products. There was none of this "oh that's a cable product, which is Telstra Saturn, I only know Clear stuff and 0 about Telstra Saturn, please let me transfer you to the right department" bs. We took care of the lot. And if you couldn't resolve the issue/fault on the first call, you would log a fault and tier 2 support (in the same area as you) would call the customer back. And they did call back, every time. There was no "oh yes, my manager will call you" while the person on the phone shakes his head in a solid NO, only to hang up and "forget" about the customer's callback...until they call again, doubtless even more angry than on the initial call.

I left there long before Vodafone took over, so I have very little idea about what happened afterwards, but if this is result? As Jason admits himself, this isn't great...and that chat log was really embarrassing to read, IMO.

Linux

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#2741275 8-Jul-2021 18:36

@FineWine Bowl or Bowel of Spaghetti?

Bowel is maybe a good way to put it :p

halper86

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#2741337 8-Jul-2021 19:06

brendonjw:

Hi There,

In reply

1/ Vodafone setup this account for me when i moved from ADSL to Fibre, i didnt choose to get setup with this account type.

2/If you actually read the full transcript you can see I started with a pleasant tone. If you had any knowledge of customer service you would also know you never blind transfer a client let alone doing it 4 times. If you think that that is acceptable well I hope I never have to deal with your company.

3/ The support articles don't mention anything about errors on there web pages.

4/ That is why I asked for opinions in my original post.

5/ I have no idea what those images are for or how they relate to my issue, the fact you are posting them leads me to believe you may have or possibly still do work for Vodafone.

Cheers

1. I understand completely that customer zone would be the most logical place to login to this account, but VF has made changes to their systems, albeit, failed to inform customers.

2. I in fact did read the full transcript, and sorry that I perceived it as abusive - but anybody's guess with no body language to read etc. I know first hand how frustrating it is to be transferred to another person, with that person having no knowledge whatsoever of the situation. I'm not too pleased with their customer service either and JP has acknowledged their faults.

3. I don't mean literally, you can almost never be broad enough trying to seek solutions for a unknown problem. I implicitly meant looking up how to manage your account online etc.

4. I never denied the fact that you were seeking opinions, just stating the obvious.

5. These were a guide on where to login when trying to view your account, I was only trying to help.

And no, I never have worked for VF and never will. I am fascinated with tech but don't want a career of it.

Handle9:

Yip, OP was really quite reasonable. He used a couple of bad words but did not abuse the people concerned and in fact made it clear to the 4th person that his frustration wasn't personal.

I accept that I perceived the transcript as abusive and this is not correct, however, the use of bad words when interacting with any business is not needed.

halper86

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#2741338 8-Jul-2021 19:06

quickymart:

What if you don't live anywhere near a store?

Just dismiss my input then.

quickymart:

Maybe that's how you like things halper86, but you'd be hard-pressed to find anyone else here who would agree with you.

No, that is not how I like my customer service interactions to be.

halper86

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#2741339 8-Jul-2021 19:06

brendonjw:

Last time I tried in-store help for broadband they didn't want to hear about it and told me to call the helpdesk, they just seemed more interested in cell phones and plans. (this was a few years ago though so that may have changed now.)

In this case you should have been more assertive with what you were trying to achieve.

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FineWine

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#2741346 8-Jul-2021 19:25

Linux: @FineWine Bowl or Bowel of Spaghetti?

Bowel is maybe a good way to put it :p

I was being polite as I did not want post rejected 🙅‍♂️ 😊

Whilst the difficult we can do immediately, the impossible takes a bit longer. However, miracles you will have to wait for.

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