Rumour Confirmed: Vodafone to charge prepay customer $1 per call to help desk for assisted services

Forums › One NZ (including Farmside) › Rumour Confirmed: Vodafone to charge prepay customer $1 per call to help desk for assisted services

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#146449 10-Jul-2008 23:10

next we will be paying for 111 calls (they probably would "back charge" us if they could).

CookieMonster

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#146458 10-Jul-2008 23:21

rphenix: next we will be paying for 111 calls (they probably would "back charge" us if they could).

If that's what it takes for cops to turn up straight away, I will gladly pay that

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#146471 10-Jul-2008 23:44

rphenix: next we will be paying for 111 calls (they probably would "back charge" us if they could).

You already do if its a prank call from memory??

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#146475 10-Jul-2008 23:47

cokemaster:
rphenix: next we will be paying for 111 calls (they probably would "back charge" us if they could).

You already do if its a prank call from memory??

My drunk mates that were calling asking for taxis back when that was the in joke never got billed for it.

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#146492 11-Jul-2008 00:07

richms:
cokemaster:
rphenix: next we will be paying for 111 calls (they probably would "back charge" us if they could).

You already do if its a prank call from memory??

My drunk mates that were calling asking for taxis back when that was the in joke never got billed for it.

The telecom website states:

False 111 call charges $6 per false 111 call
How is the $6 charge applied? The charge applies to Telecom residential and business landline customers and applies after the first false call in a month.
Why is there a charge? The charge has been introduced to discourage false 111 calls, which put unnecessary pressure on 111 operators and, potentially, lives at risk.

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kasidis

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#146504 11-Jul-2008 00:26

Did everyone ever wonder how much it actually cost vodafone when customers call the 777 line or the 0800 line
just to ask what there balance is or what the time is etc?

I dont see what the big problem is? Why cant we all use the self service options? and majority of people have the internet now days so we always have there website? If people dont have the internet the Im sure you can use the automated service??

if my mother can use it n e 1 can!!

I say good on vodafone for charging, people need to learn some how!! If not now!! they'll never learn !!

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JoeBloggs

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Ultimate Geek

#146513 11-Jul-2008 00:52

Read the thread before you reply next time. It's already been established that Vodafone often makes mistakes, so why should the consumer pay for this?

VNZ

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Wannabe Geek

#146812 11-Jul-2008 14:59

Hi

Belated, I know, but wanted to confirm that there will be a $1 charge for PrePay customers who choose to speak to a customer service representative. About 95% of service transactions are currently self-service via the website and mobile, and the most frequently needed services are available in a way that doesn't incur a cost.

People calling in will be given options and a warning prior to being transferred to a service person.

Realise this is a new thing from a Vodafone point of view in NZ, but personal live service at banks, booking airline travel through service representatives are just a couple of examples of where we have to pay for live help. TradeMe charges $1.99 per minute to speak to customer care.

Alison Sykora
Company Communications
Vodafone New Zealand

Torque

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#146815 11-Jul-2008 15:07

Having previously worked for a bank, you got 5 free calls to the automated service per month. This could be to either to phone banking, a CSR, or a combination of both.

After the 5th call it was $0.50 to phone banking, or $1 to a CSR.

And all banks have something similar iirc.

JoeBloggs

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Ultimate Geek

#146817 11-Jul-2008 15:09

Thank you for the reply Alison. The issue, as has been clearly pointed out, is that customers feel they should not pay if it's a Vodafone fault.

Can you guarantee to us that, should a fault of some sort occur on Vodafones end, and a customer needs to call customer support to have it resolved, they will have this $1 credited back?

robbypreb

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Master Geek

#146823 11-Jul-2008 15:19

VNZ: Hi

Belated, I know, but wanted to confirm that there will be a $1 charge for PrePay customers who choose to speak to a customer service representative. About 95% of service transactions are currently self-service via the website and mobile, and the most frequently needed services are available in a way that doesn't incur a cost.

People calling in will be given options and a warning prior to being transferred to a service person.

Realise this is a new thing from a Vodafone point of view in NZ, but personal live service at banks, booking airline travel through service representatives are just a couple of examples of where we have to pay for live help. TradeMe charges $1.99 per minute to speak to customer care.

Alison Sykora
Company Communications
Vodafone New Zealand

Alison, will this charge also apply to vodafone billing errors? I have had a billing issue with being charged for the misleading 'Freecall 440' txt message you sent me, which if that happened after the 1st August you would have billed me for.

Is there an alternative way to contact vodafone, such as email or snail mail? Will emails be replied to in a timely manner. Yes trademe does charge $1.99, however this is becuase their preferred method of communication is email, and they reply to emails within a day. Will Vodafone?

Trademe is also purely on online trading company, however vodafone is a 'communications company', providing a phone service, so it is like comparing apples with oranges.

Also why are you charging prepay customers one fee, and not charging contract customers?

I have used vodafone for 8 years on prepaid, and have only needed to speak to your helpdesk on perhaps a total of 5 occasions in the past 8 years. My previous communication to the helpdesk prior to yesterday, was when your helpdesk was still in NZ.

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VNZ

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Wannabe Geek

#146826 11-Jul-2008 15:20

Our CSRs will be able to do this at their discretion.

robbypreb

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Master Geek

#146828 11-Jul-2008 15:22

Torque: Having previously worked for a bank, you got 5 free calls to the automated service per month. This could be to either to phone banking, a CSR, or a combination of both.

After the 5th call it was $0.50 to phone banking, or $1 to a CSR.

And all banks have something similar iirc.

None of the banks I use do that. I use TSB and Rabobank. Perhaps Vodafone could give 3 free calls a month, and then charge after that, as I am sure they wouldn't make 3 billing errors in a month, although I could be wrong.

Torque

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Ultimate Geek
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#146829 11-Jul-2008 15:22

I've made multiple calls within the last 24 hours to 777, and as far as I could tell, were all answered by Kiwis with english sounding christian names.

Torque

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#146830 11-Jul-2008 15:23

robbypreb:
Torque: Having previously worked for a bank, you got 5 free calls to the automated service per month. This could be to either to phone banking, a CSR, or a combination of both.

After the 5th call it was $0.50 to phone banking, or $1 to a CSR.

And all banks have something similar iirc.

None of the banks I use do that. I use TSB and Rabobank. Perhaps Vodafone could give 3 free calls a month, and then charge after that, as I am sure they wouldn't make 3 billing errors in a month, although I could be wrong.

Really? All other major ones that I'm aware of do. But ups to them for not charging :)

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False 111 call charges	$6 per false 111 call
How is the $6 charge applied?	The charge applies to Telecom residential and business landline customers and applies after the first false call in a month.
Why is there a charge?	The charge has been introduced to discourage false 111 calls, which put unnecessary pressure on 111 operators and, potentially, lives at risk.