Horrendous Vodafone Customer service

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Networkn
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#2310679 4-Sep-2019 15:27

pipja:

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.

Yes, broken isn't in dispute. I've been there and done that. One of my issues took nearly 18 months to resolve! Thankfully, eventually it was sorted with a nice fat credit of apology, but like a lot of people I'd rather have had the issue resolved quicker without the credit.

In my opinion, the biggest issue is digital mobile for business Vodafone dealings. They are seriously incompetent in my experience.

richms

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#2310702 4-Sep-2019 16:15

pipja:

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.

Make a complaint, rather than asking them to fix it. Keep a record of making the complaint, then take it to the TDR when they dont follow thru with it.

Richard rich.ms

pipja

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#2327141 30-Sep-2019 15:12

richms:

Make a complaint, rather than asking them to fix it. Keep a record of making the complaint, then take it to the TDR when they dont follow thru with it.

Yep went to TDR after getting this month's bill incorrect again.

quickymart

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#2327212 30-Sep-2019 17:09

What did the TDR say? I thought they didn't handle billing (or they didn't used to, anyway)?

pipja

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#2327443 1-Oct-2019 09:27

quickymart:

What did the TDR say? I thought they didn't handle billing (or they didn't used to, anyway)?

They said they would give VF 5 days to come back with a resolution, if I am still not happy with it they'll move it forward.

quickymart

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#2328086 1-Oct-2019 21:28

Had a pretty poor experience myself tonight. I thought I'd call up and ask about the Suresignal (yes, I know it's gone/going but wanted to see if they could assist anyway). First of all the guy answers promptly, I told him what I was asking about and he asks me to hold the line. No hold music but silence. After about a minute, he comes back to me and says I need to speak to the Billing (yes, Billing) department. I stop him and said hang on, it's not about a bill, I just want to ask about the Suresignal. He asks me to hold again and after about 4 minutes of hold music and him obviously not coming back to me (I had another call come in) I had to hang up.

So while it's great the phone was answered promptly, that means very little if the person on the other end doesn't even know what they're talking about.

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Linux

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#2328134 1-Oct-2019 21:44

@quickymart So what did you ask about Sure Signal?

This could be interesting!

quickymart

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#2328187 1-Oct-2019 22:04

All I got as far was saying was I wanted to know more about the Suresignal. He seemed awfully eager to either put me on hold or transfer me. I didn't get much further, sadly.

Linux

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#2328230 2-Oct-2019 06:28

quickymart:
All I got as far was saying was I wanted to know more about the Suresignal. He seemed awfully eager to either put me on hold or transfer me. I didn't get much further, sadly.

@quickymart what?? No wonder they were confused did you ask that to troll them?

You know about the Sure Signal unit and how it works!

nzbsgfan

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#2328273 2-Oct-2019 08:55

Linux:
quickymart:

All I got as far was saying was I wanted to know more about the Suresignal. He seemed awfully eager to either put me on hold or transfer me. I didn't get much further, sadly.

@quickymart what?? No wonder they were confused did you ask that to troll them?

You know about the Sure Signal unit and how it works!

What do you want to know about SureSignal - perhaps I can help?

ringbearer

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#2328324 2-Oct-2019 10:30

networkn:

pipja:

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.

Yes, broken isn't in dispute. I've been there and done that. One of my issues took nearly 18 months to resolve! Thankfully, eventually it was sorted with a nice fat credit of apology, but like a lot of people I'd rather have had the issue resolved quicker without the credit.

In my opinion, the biggest issue is digital mobile for business Vodafone dealings. They are seriously incompetent in my experience.

It seems the digital mobile side of things might be having a shake up now as well. Our account manager has been MIA for a week now. Apparently there was some internal changes taking place, and we were supposed to be assigned a new account manager yesterday, but it's been radio silence so far. I tried calling the business 0800 number, spent 20 minutes establishing who I was, only to be told that they couldn't help me, and that I had to go through my account manager. But they couldn't tell me who that was.

Meanwhile I need new connections and new hardware, and can't seem to make anything happen. Frustrating.

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quickymart

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#2328590 2-Oct-2019 17:08

Linux:
quickymart:

All I got as far was saying was I wanted to know more about the Suresignal. He seemed awfully eager to either put me on hold or transfer me. I didn't get much further, sadly.

@quickymart what?? No wonder they were confused did you ask that to troll them?

You know about the Sure Signal unit and how it works!

Oh you heard the conversation? That's amazing! Why do you think they couldn't help me?

For all he knew I could have been asking if they had any unsold stock or wanting help with a (theoretical) one - but I didn't even get that far.

Sorry John, next time I'll make sure I ask them about a product that is still being sold.

Linux

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#2328598 2-Oct-2019 17:41

You know Sure Signal is EOL and getting decommissioned, We have spoken about Sure Signal for many years on Geekzone and I know you know about it

Front line staff will not know about stock levels! VodafoneNZ have stopped selling the Sure Signal unit so they must have zero stock

pipja

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#2328608 2-Oct-2019 18:02

ringbearer:

It seems the digital mobile side of things might be having a shake up now as well. Our account manager has been MIA for a week now. Apparently there was some internal changes taking place, and we were supposed to be assigned a new account manager yesterday, but it's been radio silence so far. I tried calling the business 0800 number, spent 20 minutes establishing who I was, only to be told that they couldn't help me, and that I had to go through my account manager. But they couldn't tell me who that was.

Meanwhile I need new connections and new hardware, and can't seem to make anything happen. Frustrating.

Your time is probably better spent with a different provider if you need things to be done right and fast. VF is in a rough spot right now unfortunately.

SteveC

stevec
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#2328612 2-Oct-2019 18:16

Linux: You know Sure Signal is EOL and getting decommissioned, We have spoken about Sure Signal for many years on Geekzone and I know you know about it

Front line staff will not know about stock levels! VodafoneNZ have stopped selling the Sure Signal unit so they must have zero stock

Similar issue to the problem I had - faulty remote on my T-Box. The CSR didn't know what a T-Box is! Tried to move me to VTV (which some people would have gone with, but I luf our T-Box!). Couldn't supply a replacement remote. Vodafone must have hundreds of them somewhere, but it is EOL, so no parts available! Intervention through this thread got a satisfactory solution.
Given the T-Box is not mine - it is leased - things are arguable, but with VTV sales, the Consumer Guarantees Act will apply, which requires spare parts (such as a replacement remote) are available for a reasonable time.
Steve

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