Gave up after 90 minutes

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MikeB4
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#1190590 8-Dec-2014 13:40

They appear to be having some issues with their phones, I rang the right number and selections in order to change what I get on VF TV but ended up at VF Business support and they of course could not assist. They transferred me or attempted to do so as I was on hold for a bit then lost connection

Here is a crazy notion, lets give peace a chance.

MikeB4

MikeB4
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#1191609 8-Dec-2014 14:31

tried again and got through straight away all done in less than 5 minutes this time

Here is a crazy notion, lets give peace a chance.

antoniosk

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#1191662 8-Dec-2014 15:57

xlinknz: For what it is worth I'll add my TCL [now VFNZ] story

I joined them 2.5 years ago after a TCL snr exec appeared on fairgo [due to poor service] and publicly offered on TV his then TCL contact details!. I contacted him and after a personal written guarantee I joined TCL [DSL+POTS], cutover was flawless [outage of a couple of mins], at the time they even had a service flying squad on facebook for customers in response to the fairgo story no doubt.

The DSL performance has been excellent. I have had to call a few times mainly to sort of billing issues [usually as a result of late payment causing double billing] and I have always got a CSR within a timely period and typically have sorted out the issue or got back to me [yes actually called me back]. I agree of late the service does seemed to have dropped but I have never not been able to get hold of them and get my issues sorted. That said I do go out of my way to call at non peak times i.e not lunch time etc. I haven't had a bad experience yet that made me want to walk [& I certainly would]

All that said I am in the market for UFB and considering all my options as the market of late seems to be hotting up with many new entrants. Things have changed as one can now get ufb 100GB+phone for what I am paying for DSL 40GB+phone. In my view things are definitely getting a lot better for the consumer.

My advice - escalate find out who you can call beyond a CSR or walk [if you can]

That would be Steve Jackson; he's at VF now....

I have to admit though, it's amusing to hear a story of how good TCL were once upon a time.... a few years ago they were pilloried on Geekzone for their wait times and lack of support.... how time changes things....

________

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quickymart

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#1191745 8-Dec-2014 18:21

I never thought they were that good, even when I worked there. They had their moments, sure, but they were few and far between.

Jonski

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#1191805 8-Dec-2014 21:00

Jonski: Reconnection will probably be Monday, but I'm not holding my breath in the slightest. I will let y'all know how it goes (or, more probably, doesn't).

Jon

Hey guess what didn't happen?

Complaint laid. TDR complaint soon. I'll be cancelling by UFB order shortly.

Jon

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insourced

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#1192256 9-Dec-2014 14:53

kawaii:
KiwiNZ:
plambrechtsen:
KiwiNZ:
MichaelNZ:
KiwiNZ: My wife is on 2 Degrees, she would say her experience has been very poor.
Right now I dislike them the least.
A sad indictment of the industry in NZ.

I would say it's fairly typical.

It always amuses me how much people complain that they are being ripped off. Yet when compared to AU we have faster speeds, more nationwide coverage of more people in both the mobile and fixed broadband space.

However then I will see the complaints about why can country x offer unlimited mobile or broadband for $10. To which I say NZ is a country of 4 million or so. When compared to countries like the Netherlands with 16 million living in the size of Canterbury. Size does matter.

I agree that NZ Telcos and ISP's provide very good product sets and generally for the majority of their customers all goes smoothly without issues, in other words the silent majority. The only reason I left Spark is that UFB was not going to be in my area until circa 2019, VF offer high speed now via cable.
My experiences with both providers has been very good.

It'll be interesting to know what time many of the folks were ringing at though - whether there is this massive bulge all occurring at once or whether it is a consistent x hours of waiting whether it is 9am or 8pm.

30 Minutes Saturday daytme, before abandoning call. 30 minutes last night about 7PM before abandoning call. 60 minutes starting about 8:30 AM today, before call finally answered.

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Jonski

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#1192476 9-Dec-2014 22:56

Got a call from Chorus this afternoon. For some reason VF had sent them onsite to connect my DSL. Considering the DSL light is turned on on my modem, I just don't have a login, I wondered what he was doing there.

Turns out, he did too. He hadn't been told which unit my house was, and it also turns out he had been given the wrong phone number.

Incompetence continues to reign.

Still waiting for my DSL... But I'm a lot happier knowing which ISP I'll move to. I've commenced cancellation of my UFB order and will sign up to the new ISP asap. Tomorrow probably.

As for the UFB order, VF still reports after two months Chorus is still waiting for shared driveway consent form. Which they got two months ago. So actually not one slightest bit of progression on that front. Oh well. Let's see what the new ISP can manage to get Chorus to do.

I reject your reality and substitute my own!
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quickymart

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#1192540 10-Dec-2014 05:50

Sounds like a nightmare, TBH.

Jonski

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#1195318 10-Dec-2014 22:53

This is kafkaesque.

I returned my modem to VF today, luckily their head office is only a short walk away. That went without a hitch.

Got home, no DSL.

Called my intended new ISP, settled in for a long wait on hold. Less than a minute later the phone was answered.

This was 8:30 pm. Bugger. Peak time.

Jeff took my details and went away to check. Ah. I still have outstanding works orders on my line. They can't complete the transfer until those are resolved.

I have a choice- wait and hope that VF will do what they promise, and then place the new order, or cancel all outstanding orders and transfer, which has a five-day lead time. So close, yet so far.

I am still in VF's clutches. I have elected to see what tomorrow brings, and if no joy will cancel on Friday.

For Fornication's Sake.

Jon

I reject your reality and substitute my own!
- Adam Savage, Mythbuster

quickymart

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#1195365 11-Dec-2014 05:33

Pity they don't let you cancel in-store, sounds like it would save you a fair amount of time. Maybe they do? I dunno.

Have you tried posting on their FB page? Mind you...looking at all the other comments there it would probably get lost :(

Jonski

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#1195925 11-Dec-2014 22:40

Almost. Sorted.

I returned home today to find DSL had FINALLY been reprovisioned. To be honest, this brought little joy.

The KAM had had to apologise as the way he'd placed the order caused a delay of two more days as it was seen as a new connection, requiring a site check. Yet another misstep in the whole sorry saga.

Two hours later, I was on the phone to my preferred new ISP. They answered again in under a minute and in under 20 minutes I've been set up to transfer to their DSL, with a UFB order on top of that. Couldn't be simpler.

This time next week I will be free of Vodafone and will never again darken their doors. They have lost my broadband and landline for good, and soon will lose the mobiles my house runs as well. I am also a key influencer for business IT purchasing decisions. Our telephony and data requirements will be changing dramatically within 12 months and this experience will not be forgotten when it comes time to begin those negotiations.

Goodbye, Vodafone. For eight years it's been mostly fine, sometimes great. But nothing can recompense for this utter, utter mess, you couldn't pay me to be a customer any more.

Jon

I reject your reality and substitute my own!
- Adam Savage, Mythbuster

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mattbush

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#1196043 12-Dec-2014 09:10

Jonski: Almost. Sorted.

I returned home today to find DSL had FINALLY been reprovisioned. To be honest, this brought little joy.

The KAM had had to apologise as the way he'd placed the order caused a delay of two more days as it was seen as a new connection, requiring a site check. Yet another misstep in the whole sorry saga.

Two hours later, I was on the phone to my preferred new ISP. They answered again in under a minute and in under 20 minutes I've been set up to transfer to their DSL, with a UFB order on top of that. Couldn't be simpler.

This time next week I will be free of Vodafone and will never again darken their doors. They have lost my broadband and landline for good, and soon will lose the mobiles my house runs as well. I am also a key influencer for business IT purchasing decisions. Our telephony and data requirements will be changing dramatically within 12 months and this experience will not be forgotten when it comes time to begin those negotiations.

Goodbye, Vodafone. For eight years it's been mostly fine, sometimes great. But nothing can recompense for this utter, utter mess, you couldn't pay me to be a customer any more.

Jon

Until more disgruntled Vodafone customers make the switch VF will not improve their customer services. Sadly, I am not due to get UFB anytime soon and have to continue with a reasonable cable service.

freitasm

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#1223846 28-Jan-2015 10:39

Saw this Twitter thread just now. Guy says "Bye Vodafone", Vodafone replies "Sorry to see you go, what could we do to help?" Reply below:

@vodafoneNZ Answer your phone in under 2 hours? pic.twitter.com/AGPcx3gZQk

— George Slavchev™ (@GeorgeSlavchev) January 25, 2015

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MikeB4

MikeB4
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#1223878 28-Jan-2015 11:02

freitasm: Saw this Twitter thread just now. Guy says "Bye Vodafone", Vodafone replies "Sorry to see you go, what could we do to help?" Reply below:

@vodafoneNZ Answer your phone in under 2 hours? pic.twitter.com/AGPcx3gZQk

— George Slavchev™ (@GeorgeSlavchev) January 25, 2015

There is a space a twilight zone that exists with in phone systems it is a nowhere place a dark void. A few years back one of the teams I managed was our Helpdesk, I received a complaint of a call that had not been answered after 90 minutes, I thought this was odd as it would have shown on the daily reports I received and I would have investigated it.
I asked our engineers to investigate it and they found that the call had terminated from the queue after 5 minutes but had some how remained connected at the callers end. We had further complaints that showed up this issue but never really got a definitive answer on it. We though it was a bug with in the Call routing. It seemed to go away or we didn't get further complaints
when we implemented skills based routing. Maybe VF are having similar issues.

Here is a crazy notion, lets give peace a chance.

tripp

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#1224083 28-Jan-2015 14:32

I don't really care what anyone says, that time frame is not acceptable to anyone paying money for a service.

Sure it could be an IVR issue however with the amount of people saying they are waiting 90+ minutes I tend to think this has nothing to do with the IVR.

Management must just be at the point when they see the reports of wait times etc and they just don't care. After all you can't leave the company unless you talk to a real person and that would seem like a 2 hour wait on hold :P

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