Horrendous Vodafone Customer service

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#2269707 4-Jul-2019 09:47

robjg63:

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?

Nope. Its management cutting costs . Thats their job : cut costs , increase profits .

rugrat

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#2269828 4-Jul-2019 12:24

1101:
robjg63:

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?

Nope. Its management cutting costs . Thats their job : cut costs , increase profits .

Doesn’t increase profits if they lose customers. Others are in same cut cost market and provide better service then Vodafone.

Hopefully when it’s not being run from the UK so they can do stuff to suit the NZ market can turn things around, though there’s years of damage to fix up.

Their adverts are top notch.

SteveC

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#2269829 4-Jul-2019 12:37

rugrat: Their adverts are top notch.

Yeah! So good that the ComCom successfully took them to court over their branding. Phone companies have been getting away with so many porkies for so many years ("Pay $60 a month to get this 'free' stuff ..."), that was significant.
Had a look at https://consumer.broadbandcompare.co.nz/ yesterday - published prices are coming down since I last looked. Lots of people offering unlimited data over fibre for little more than $70 per month. Perhaps it's time I rang the Vodafone Retention Team?
Steve

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#2269978 4-Jul-2019 15:59

What a great company they would be if they put as much effort into their customer service as they did into their adverts (and promotions), eh?

pristle

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#2274459 11-Jul-2019 09:55

DjShadow:

Ping @JasonParis , think you should be aware of this one

Jason appears to be MIA. School Holidays??

Stu1

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#2277531 16-Jul-2019 06:27

pristle:
DjShadow:

Ping @JasonParis , think you should be aware of this one

Jason appears to be MIA. School Holidays??

I hope he's back soon I am at Wits end , taken well over a month to get wireless broadband set up, so far sent 4 phones, 2 Sim cards, three weeks to finally get a modem, added mums service to my account instead of hers, disconnection notice on my own fibre as last agent couldn't work out she lives in a different address so decided to move me from fibre to wireless broadband. My mum can finally use Internet I can ring her she can't ring out, she can't ring landlines but can ring cell phones . I have rung everyday for last 2 weeks spoken to numerous agents in India and the Philippines, last call will be today otherwise will break contract

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quickymart

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#2283555 25-Jul-2019 15:58

Kind of sort of related:

https://www.stuff.co.nz/business/114435405/vodafones-new-owners-need-to-improve-shocking-service-says-cutoff-customer

Interesting how most of the comments disagree with their response of it being a "one-off" incident - anecdotally (it seems anyway) there are lots more customers having similar issues.

linw

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#2283847 26-Jul-2019 08:57

Similar story with an elderly friend. She was talked into changing from ADSL to wireless. She was sent two new phones and a router with instructions and an afternoon date for the change to take effect.

On the afternoon, the phone had dial tone which sounded good but found out later it could dial out but nothing would come in. The router would not accept the wifi key so that was a fail.

She called VF and waited for 90 min! Still nothing worked. After another long-wait call, a few days later, they sent out a technician from Noel Leeming!! So he was useless as it was a VF system fail and not a user problem.

And this for an elderly woman with urgent health problems....

How VF still have any customers I can't fathom.

SteveC

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#2283851 26-Jul-2019 09:06

linw:
How VF still have any customers I can't fathom.

We are still there because:
* We have few connection problems - just avoid changing anything!
* T-Box is generally reliable and very nice to use compared to any other Freeview boxes I've come across. (& better than the Vodafone TV streaming device from what I've heard.)
* They were relatively cheap - but I see there are a few unlimited data plans under $80 now.
:-)

floydbloke

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#2283866 26-Jul-2019 09:31

linw:

....

How VF still have any customers I can't fathom.

The only reason we're still with them is because we're on a (legacy) plan with Bestmates that allows Mrs Floyd to ring our daughter's and her sister's cellphones for free from the landline. This is for several hours a week and I have yet to find a competing telco that offers something similar.

As others have said: "while it's working, don't mess with it". I dread the day that I have to change something or if it breaks.

New Zealanders, on average, have one testicle.

floydbloke

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#2285653 30-Jul-2019 12:29

It seems their incompetence, and lack of sensitivity, knows no bounds. Story on TVNZ Fair Go (probably need an account to view) about a widow who wanted her deceased husband's account moved into her name, and how VF managed to completely and utterly mess it up.

I would have thought that VF would have had the kahunas to front up (they certainly used to in days gone by) but now all they do is send Fair Go a letter from the Media Team.

New Zealanders, on average, have one testicle.

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cyril7

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#2285662 30-Jul-2019 12:50

Yeah, not fronting is pretty offensive to all involved, ie all their customers.

Cyril

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#2285718 30-Jul-2019 13:19

linw:

How VF still have any customers I can't fathom.

Some of us are unfortunately unable to change (Vodafone only town). If nothing else they'll have the 3000 of us in my area 😑

mgeek

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#2285739 30-Jul-2019 13:56

sonyab:
I pressed redial - and the message said you have been banned... Good lord!

Wow. Surely frontline staff should not have the power to ban a number! That should require supervisor approval at least?

kornflake

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#2286060 30-Jul-2019 21:14

@jasonparis you may wish to watch (if not already) the recent fairgo episode, sums up the Vodafone customer service experience of late, well, a while to be fair.

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