Horrendous Vodafone Customer service

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#2306392 26-Aug-2019 18:37

pipja:

gregmcc:

Why don't you just tell VF to fix it, if they don't you will consider them in breech of contract (unable to supply an accurate bill). You should then be able to switch to another provide without any termination fees

Where do I go for this breech of contract? Take it to small-claims tribunal or something?

Very interested, cuz I'm beyond fed up with VF.

go to the TDR and make a complaint, as part of the resolution ask for termination of the contract without any break fees

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#2306396 26-Aug-2019 18:40

@pipja Email Jason Paris the CEO of VodafoneNZ he is very helpful here on geekzone and gets things sorted

jason (dot) paris (at) vodafone (dot) com

pipja

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#2306444 26-Aug-2019 20:21

@gregmcc Thank you I checked TDR website, looks very straight forward.

Linux: @pipja Email Jason Paris the CEO of VodafoneNZ he is very helpful here on geekzone and gets things sorted

jason (dot) paris (at) vodafone (dot) com

Thank you for the suggestion, I've seen his messages in this thread, however, I do not wish to resolve the issue this way. I'd rather terminate the contract without termination fees because I've had enough.

JasonParis

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#2306670 27-Aug-2019 11:23

quickymart:

@JasonParis

Thanks for the connection Quickysmart and happy to help get this back on track. What a nightmare and apologies. Please drop me a quick email if you can to Jason.paris@vodafone.com and I'll personally ensure that this gets sorted.

Jason Paris

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#2306671 27-Aug-2019 11:24

pipja:

@gregmcc Thank you I checked TDR website, looks very straight forward.

Linux: @pipja Email Jason Paris the CEO of VodafoneNZ he is very helpful here on geekzone and gets things sorted

jason (dot) paris (at) vodafone (dot) com

Thank you for the suggestion, I've seen his messages in this thread, however, I do not wish to resolve the issue this way. I'd rather terminate the contract without termination fees because I've had enough.

Hi Pipja. I can completely understand your decision. Drop me an email - and I won't give you any hard sell to stay with us after what we have put you through (sorry again) - but will ensure that you can leave without any fees at all if that's what you are after.

Cheers

Jason Paris

SteveC

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#2306681 27-Aug-2019 11:54

Jason
Trust you enjoyed your school holidays!

You've flagged that your people are trying to bring together four disprite billing systems. I totally appreciate this - I think our four digit account number and interesting customer service portal date back to Saturn days! Do you have a timeframe for this workstream? I'd love to know whether a promised $42 credit is going to be on my August account, but won't know until it turns up in my inbox. Some time in the future this situation will be righted.

Used an ssh tunnel to access a home web server from work yesterday. Very smooth and fast Internet in both directions. (20 Mbs is fine when it works properly!) :-)
Seems to me that most issues in this particular thread and on Fair Go, are billing related - "We can switch it, but can you bill it?"
Steve

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#2306707 27-Aug-2019 12:47

SteveC: Jason
Trust you enjoyed your school holidays!

You've flagged that your people are trying to bring together four disprite billing systems. I totally appreciate this - I think our four digit account number and interesting customer service portal date back to Saturn days! Do you have a timeframe for this workstream? I'd love to know whether a promised $42 credit is going to be on my August account, but won't know until it turns up in my inbox. Some time in the future this situation will be righted.

Used an ssh tunnel to access a home web server from work yesterday. Very smooth and fast Internet in both directions. (20 Mbs is fine when it works properly!) :-)
Seems to me that most issues in this particular thread and on Fair Go, are billing related - "We can switch it, but can you bill it?"
Steve

Hi Steve. My holiday is long forgotten - but looking forward to the next one at xmas. Good to hear from you. Very happy to sort our your credit - can you drop me an email with your details and I'll look into it for you.

Yes - our tech complexity remains and will take some time to work through. 4 billing systems is certainly challenging - but the key is to shield our customers from this with outstanding service. We should have that plan nailed in the next few days and then be on the way to execution quickly after.

Hear from you soon.

Jason Paris

Quic Broadband

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surfisup1000

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#2306721 27-Aug-2019 13:12

gregmcc:

Why don't you just tell VF to fix it, if they don't you will consider them in breech of contract (unable to supply an accurate bill). You should then be able to switch to another provide without any termination fees

I'm curious about this. Given that Vodafone are definitely having problems with incorrect accounts, why do they not have a small team that scoops up these complaints and go into their billing systems and adjust them as necessary. Having worked with large telcos, we were able to assemble effective teams quite quickly to fix problems like this. There could be known system bugs that cause certain types of errors to occur frequently. There was always a temptation to adjust accounts before they hit the customer, but generally, accounting likes to see errors reversed by new book entries.

Unless, they just have too many billing errors.

HAF

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#2310032 3-Sep-2019 16:50

I tried to order a phone for my mobile business account for about a week. So after a long history of nobody at Vodafone knowing what was going on or happening I have moved to Spark. The main issue at Vodafone seems to be that any requests that are logged via phone, email or with a 'ninja' via the online chat just seem to disappear without a trace.

I logged a request with Spark, 60 min later someone rang me and I'm all sorted now. Easy and great service.

Sorry Vodafone, something is seriously broken and I just can't justify the amount of time on the phone quoting account numbers and DOB to people that don't seem to have the ability to help.

Quinny

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#2310395 4-Sep-2019 09:01

I'm curious about this. Given that Vodafone are definitely having problems with incorrect accounts, why do they not have a small team that scoops up these complaints and go into their billing systems and adjust them as necessary. Having worked with large telcos, we were able to assemble effective teams quite quickly to fix problems like this. There could be known system bugs that cause certain types of errors to occur frequently. There was always a temptation to adjust accounts before they hit the customer, but generally, accounting likes to see errors reversed by new book entries.

Unless, they just have too many billing errors.

This was the team mine ended up. It just took 4 months to get to speaking and email with them. By the sounds, it is exactly that. They have a huge number to try sort. Scary really as this should be a huge priority for VF.

SteveC

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#2310399 4-Sep-2019 09:16

Yeah - billing. Traditional thorn in the privates of any Telco. I think this is likely to be the key issue:

JasonParis:

- 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

I was adding them up in my head - Paradise (that's us - 4 digit account number!), Clear Communications & TelstraClear, IHUG, Vodafone mobile.

We have a very minor billing issue outstanding, but I'm sure it will get sorted one month. Our product performance has been great for the past year or so. Really feel sorry for those with big problems.

Edit - Full text of Jason Paris quote is on page 1 of this topic.

pipja

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#2310585 4-Sep-2019 13:07

HAF:

Sorry Vodafone, something is seriously broken and I just can't justify the amount of time on the phone quoting account numbers and DOB to people that don't seem to have the ability to help.

My same experience there, the indian guys try to make it sound like they could fix it, but they can't.

networkn

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#2310599 4-Sep-2019 13:32

The guys in India as far as I can tell, are triage. Their job is to obtain the information and funnel it to other people to deal with it. Somewhere in there, it's broken.

I haven't met Jason, but I have watched him at Spark and now at Vodafone. I have faith in what he is going to deliver, even if its taking longer than everyone (including him) would like.

It's hard to be patient when issues are pressing, and I have had my own share of nightmares I could share, but I remain pretty optimistic that Vodafone can get this turned around with the current leadership.

gregmcc

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#2310675 4-Sep-2019 15:22

Like a lot of people, I've been with VF (ihug) since 1998, lots of customer loyalty was built back then, but I have just had enough of the total lack of follow thru on every single request that has been made, so my broadband went to a small player (only because I know someone who works there and got a good deal) and our 3 mobile phones went to 2 Degrees - again a better deal.

Feels much better not have the dread of waiting on hold for a long time to speak to someone who can barely speak or understand English, who makes promises to deal with the issue that simply never happen.

Bye Bye Vodafone - So long and thanks for all the Internet.........

pipja

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#2310676 4-Sep-2019 15:22

networkn:

The guys in India as far as I can tell, are triage. Their job is to obtain the information and funnel it to other people to deal with it. Somewhere in there, it's broken.

I have called VF 6 times about the same story, I don't need to spend half an hour waiting for someone to pick up, then another half hour for someone to triage it. By now they should be able to direct me to someone who can fix it, or think of something, like putting in a monthly credit to offset the incorrect debit.

But no, they must insist on having me waiting on the line for another hour every time. That's broken.

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