Leaving Vodafone Due to bad customer service and poor speeds

Forums › One New Zealand (including Vodafone, WxC, Farmside) › Leaving Vodafone Due to bad customer service and poor speeds

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#1042387 12-May-2014 15:33

dejadeadnz:
TimA:
Geekzone is a tech community that is here to help. not to be a shoulder to cry on or air your dirty laundry on. Please let us help or leave this thread and take your concerns where they should be.

Whilst I also have my own reservations about aspects of the OP's various posts, some of his observations about VF's service levels/inability to honour promises to call back etc are well-known complaints (as evident from your company's Facebook page and the scores of complaints about not hearing back when people make contact and long wait times to speak with CSRs). These things also align with my own and others' experiences.

In any event, even if these things DIDN'T align with my own and others' experiences, AND in spite of aspects of the OP's behaviour being at times unhelpful, I consider that he is perfectly entitled to express his own disappointments and so forth. Given that you aren't a moderator of these forums and clearly identify yourself as a VF employee, you really might reflect a bit on the appropriateness and the lack of etiquette behind essentially telling the OP to shut up and go away. Merely adding the word "please" doesn't change the very obviously unprofessional and impolite tone of your reply.

Do unto others as you will others do unto you. And two wrongs don't make a right.

Search Facebook / Internet you will find complaints about every single ISP in the world

freitasm

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#1042388 12-May-2014 15:35

johnr:
dejadeadnz:
TimA:
Geekzone is a tech community that is here to help. not to be a shoulder to cry on or air your dirty laundry on. Please let us help or leave this thread and take your concerns where they should be.

Whilst I also have my own reservations about aspects of the OP's various posts, some of his observations about VF's service levels/inability to honour promises to call back etc are well-known complaints (as evident from your company's Facebook page and the scores of complaints about not hearing back when people make contact and long wait times to speak with CSRs). These things also align with my own and others' experiences.

In any event, even if these things DIDN'T align with my own and others' experiences, AND in spite of aspects of the OP's behaviour being at times unhelpful, I consider that he is perfectly entitled to express his own disappointments and so forth. Given that you aren't a moderator of these forums and clearly identify yourself as a VF employee, you really might reflect a bit on the appropriateness and the lack of etiquette behind essentially telling the OP to shut up and go away. Merely adding the word "please" doesn't change the very obviously unprofessional and impolite tone of your reply.

Search Facebook / Internet you will find complaints about every single ISP in the world

He is not saying there aren't complains about other ISPs, but he rightly pointed out that TimA is not in a position to tell people here on Geekzone to "Please let us help or leave this thread".

Coil

6614 posts

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#1042399 12-May-2014 15:39

dejadeadnz:
TimA:
Geekzone is a tech community that is here to help. not to be a shoulder to cry on or air your dirty laundry on. Please let us help or leave this thread and take your concerns where they should be.

Whilst I also have my own reservations about aspects of the OP's various posts, some of his observations about VF's service levels/inability to honour promises to call back etc are well-known complaints (as evident from your company's Facebook page and the scores of complaints about not hearing back when people make contact and long wait times to speak with CSRs). These things also align with my own and others' experiences.

Op never phoned us, he made a facebook complaint and didn't follow the complaints process on our website. CSR's never have been contacted in relation to this issue. The account doesnt have any interactions from a CSR. His original messages imply that he had spoken to us several times to resolve the issue which is simply not the case.

freitasm

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#1042400 12-May-2014 15:40

TimA:
dejadeadnz:
TimA:
Geekzone is a tech community that is here to help. not to be a shoulder to cry on or air your dirty laundry on. Please let us help or leave this thread and take your concerns where they should be.

Whilst I also have my own reservations about aspects of the OP's various posts, some of his observations about VF's service levels/inability to honour promises to call back etc are well-known complaints (as evident from your company's Facebook page and the scores of complaints about not hearing back when people make contact and long wait times to speak with CSRs). These things also align with my own and others' experiences.

Op never phoned us, he made a facebook complaint and didn't follow the complaints process on our website. CSR's never have been contacted in relation to this issue. The account doesnt have any interactions from a CSR. His original messages imply that he had spoken to us several times to resolve the issue which is simply not the case.

Well, the account not having any interactions is something quite possible - many times people complained of contacting Vodafone, talking to some one and on a subsequent call finding out no record of previous contacts exist...

Coil

6614 posts

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#1042402 12-May-2014 15:42

freitasm:
TimA:
dejadeadnz:
TimA:
Geekzone is a tech community that is here to help. not to be a shoulder to cry on or air your dirty laundry on. Please let us help or leave this thread and take your concerns where they should be.

Whilst I also have my own reservations about aspects of the OP's various posts, some of his observations about VF's service levels/inability to honour promises to call back etc are well-known complaints (as evident from your company's Facebook page and the scores of complaints about not hearing back when people make contact and long wait times to speak with CSRs). These things also align with my own and others' experiences.

Op never phoned us, he made a facebook complaint and didn't follow the complaints process on our website. CSR's never have been contacted in relation to this issue. The account doesnt have any interactions from a CSR. His original messages imply that he had spoken to us several times to resolve the issue which is simply not the case.

Well, the account not having any interactions is something quite possible - many times people complained of contacting Vodafone, talking to some one and on a subsequent call finding out no record of previous contacts exist...

We log every time a CSR looks at the account.
It has never been pulled up. Thats the issue.

johnr

19282 posts

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Inactive user

#1042403 12-May-2014 15:42

freitasm:
TimA:
dejadeadnz:
TimA:
Geekzone is a tech community that is here to help. not to be a shoulder to cry on or air your dirty laundry on. Please let us help or leave this thread and take your concerns where they should be.

Whilst I also have my own reservations about aspects of the OP's various posts, some of his observations about VF's service levels/inability to honour promises to call back etc are well-known complaints (as evident from your company's Facebook page and the scores of complaints about not hearing back when people make contact and long wait times to speak with CSRs). These things also align with my own and others' experiences.

Op never phoned us, he made a facebook complaint and didn't follow the complaints process on our website. CSR's never have been contacted in relation to this issue. The account doesnt have any interactions from a CSR. His original messages imply that he had spoken to us several times to resolve the issue which is simply not the case.

Well, the account not having any interactions is something quite possible - many times people complained of contacting Vodafone, talking to some one and on a subsequent call finding out no record of previous contacts exist...

Notes don't need to be left on an account, Even just looking at an account will be logged

@Chrisbexsta can you confirm if you have rung VodafoneNZ or just posted on the VodafoneNZ Facebook page about this?

John

dejadeadnz

2394 posts

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#1042407 12-May-2014 15:46

Thank you, Mauricio for actually interpreting what I wrote fairly. As someone who has no axe to grind on this issue, here's my 20 cents. There are three Vodafone employees who have responded to the OP and people expressing various concerns relating to VF on here. One of them has done so absolutely superbly and professionally. One other essentially tries to moderate the forum when he has no place/right to do so; when this was pointed out by another concerned user, another VF employee basically made a non-sequitur reply whilst the "moderator" VF employee continues to defend his own behaviour by basically detailing aspects of dealings between the OP and VF.

Now I accept that no identifying details have been given by anyone from VF in this thread but I don't think airing out dirty laundry/claims and counter-claims against customers is what I would describe as very professional behaviour.

Equinox IT

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Coil

6614 posts

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Inactive user

#1042459 12-May-2014 16:30

dejadeadnz: Thank you, Mauricio for actually interpreting what I wrote fairly. As someone who has no axe to grind on this issue, here's my 20 cents. There are three Vodafone employees who have responded to the OP and people expressing various concerns relating to VF on here. One of them has done so absolutely superbly and professionally. One other essentially tries to moderate the forum when he has no place/right to do so; when this was pointed out by another concerned user, another VF employee basically made a non-sequitur reply whilst the "moderator" VF employee continues to defend his own behaviour by basically detailing aspects of dealings between the OP and VF.

Now I accept that no identifying details have been given by anyone from VF in this thread but I don't think airing out dirty laundry/claims and counter-claims against customers is what I would describe as very professional behaviour.

I see your point and i was quite blunt. At the point of posting that the thread had gone no where with help offered and declined from OP. I see now Lon has looked into and an email query was picked up.

Coil

6614 posts

Uber Geek
Inactive user

#1042469 12-May-2014 16:45

I have a line test running that will pick up nay errors over the next 2 hours. Will report line speed and bandwidth use. So it can be reviewed for a possible modem or line fault. In terms of troubleshooting if the slow downloads from Itunes still occur we will need to find what server its running to as they do have multiple CDN's. If it goes through Akamai i had an issue where i was being redirected to Singapore so thats always probable too. That hurdle can be crossed when we arrive to it. Will review line results fist.

Chrisbexsta

85 posts

Master Geek

#1042509 12-May-2014 17:32

TimA:
freitasm:
TimA:
dejadeadnz:
TimA:
Geekzone is a tech community that is here to help. not to be a shoulder to cry on or air your dirty laundry on. Please let us help or leave this thread and take your concerns where they should be.

Whilst I also have my own reservations about aspects of the OP's various posts, some of his observations about VF's service levels/inability to honour promises to call back etc are well-known complaints (as evident from your company's Facebook page and the scores of complaints about not hearing back when people make contact and long wait times to speak with CSRs). These things also align with my own and others' experiences.

Op never phoned us, he made a facebook complaint and didn't follow the complaints process on our website. CSR's never have been contacted in relation to this issue. The account doesnt have any interactions from a CSR. His original messages imply that he had spoken to us several times to resolve the issue which is simply not the case.

Well, the account not having any interactions is something quite possible - many times people complained of contacting Vodafone, talking to some one and on a subsequent call finding out no record of previous contacts exist...

We log every time a CSR looks at the account.
It has never been pulled up. Thats the issue.

Received this e-mail reply from you guys now you can't deny i was in contact with yous

Your email reference: 140505-001078
We appreciate that you have taken the time to write and you can be assured that we will be in touch as soon as possible.
If your request is of an urgent nature, you may wish to call us on one of the following numbers:

Mobile
777 (from a Vodafone mobile)
0800 800 021 (from a landline)
24 hrs, 7 days

Fixed-line & Broadband
0800 438 448
Tech Support - 24 hrs, 7 days

Business
888 (from a Vodafone mobile)
0800 400 888 (from a landline)
24 hrs, 7 days

Kind Regards,
Vodafone Customer Service

That was supposedly when some one from the customer retention team was to give me a call back.

Chrisbexsta

85 posts

Master Geek

#1042512 12-May-2014 17:35

freitasm:
TimA:
dejadeadnz:
TimA:
Geekzone is a tech community that is here to help. not to be a shoulder to cry on or air your dirty laundry on. Please let us help or leave this thread and take your concerns where they should be.

Whilst I also have my own reservations about aspects of the OP's various posts, some of his observations about VF's service levels/inability to honour promises to call back etc are well-known complaints (as evident from your company's Facebook page and the scores of complaints about not hearing back when people make contact and long wait times to speak with CSRs). These things also align with my own and others' experiences.

Op never phoned us, he made a facebook complaint and didn't follow the complaints process on our website. CSR's never have been contacted in relation to this issue. The account doesnt have any interactions from a CSR. His original messages imply that he had spoken to us several times to resolve the issue which is simply not the case.

Well, the account not having any interactions is something quite possible - many times people complained of contacting Vodafone, talking to some one and on a subsequent call finding out no record of previous contacts exist...

Exactly i Had given up trying to get through on the phone after ages on hold so i decided to contact them through Facebook

Coil

6614 posts

Uber Geek
Inactive user

#1042517 12-May-2014 17:38

Lon was looking into that email. Problem still exists that no one looked into that account at all.
That will be sorted out in terms of what happened.
"I have contacted Vodafone numerous times who have said this should not be happening and have not given me any resolution"

Quoted sentence left us with the impression you have called multiple times but if emails went missing or got ignored that woould account for that. Still doesnt change the fact no one has down troubleshooting or investigated into the service.
Line test will be done at 6:30ish

Cheers

Chrisbexsta

85 posts

Master Geek

#1042525 12-May-2014 17:49

As other users have mentioned I am disgusted by your lack of customer service and the piece you put at the bottom dosnt excuse your behaviour because you are on here doing work for vodafone so therefore you are representing vodafone

Chrisbexsta

85 posts

Master Geek

#1042528 12-May-2014 17:51

TimA: Lon was looking into that email. Problem still exists that no one looked into that account at all.
That will be sorted out in terms of what happened.
"I have contacted Vodafone numerous times who have said this should not be happening and have not given me any resolution"

Quoted sentence left us with the impression you have called multiple times but if emails went missing or got ignored that woould account for that. Still doesnt change the fact no one has down troubleshooting or investigated into the service.
Line test will be done at 6:30ish

Cheers

Vodfafone people don't get the fact you call them wait on hold for ages with no reply so you just give up. And now stating that electronic communication is not a form of contacting them. Ummm Vodafone does internet right or is it a book rental service lol

MikeB4

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#1042530 12-May-2014 17:53

Chrisbexsta: As other users have mentioned I am disgusted by your lack of customer service and the piece you put at the bottom dosnt excuse your behaviour because you are on here doing work for vodafone so therefore you are representing vodafone

I don't believe that it is appropriate to attack members that happen to be VF staffers that volunteer their time here to help.

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