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1020 posts

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  Reply # 793911 5-Apr-2013 15:07
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Great news, a nice guy in the Phillipines just put me onto a new 60GB plan with no contract.

It was pretty hard to hear him though the line was quite scratchy, maybe they should look at their phone line provider. Oh wait.

Jon

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  Reply # 793913 5-Apr-2013 15:11
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jonherries: Great news, a nice guy in the Phillipines just put me onto a new 60GB plan with no contract.

It was pretty hard to hear him though the line was quite scratchy, maybe they should look at their phone line provider. Oh wait.

Jon


I thought VF only had kiwi contact centres? Or does VF treat TC customers are second rate citizens? Most probably they have a cheap VoIP connection over to there and do a lot of compression to save money and bits.

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  Reply # 793927 5-Apr-2013 15:29
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Just to share my observations: the CSRs I spoke to on Tuesday clearly did not sound like locals, that plus the line quality let me assume that the call was terminated overseas. Furthermore the person who rang me today (even though he said he is calling from Christchurch) was most likely also no a native of NZ.

Having said this I myself am a migrant from Europe. And my own accent will sooner or later become obvious to most people I speak to. So please do not assume that the above statement is in any form a criticism of anyone.

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  Reply # 793929 5-Apr-2013 15:31
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karit:
jonherries: Great news, a nice guy in the Phillipines just put me onto a new 60GB plan with no contract.

It was pretty hard to hear him though the line was quite scratchy, maybe they should look at their phone line provider. Oh wait.

Jon


I thought VF only had kiwi contact centres? Or does VF treat TC customers are second rate citizens? Most probably they have a cheap VoIP connection over to there and do a lot of compression to save money and bits.


Interesting I am not sure they were saving bits, they seemed to be losing bits as was I (of the conversation)... ;)

Jon

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  Reply # 793932 5-Apr-2013 15:39
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jonherries:

Interesting I am not sure they were saving bits, they seemed to be losing bits as was I (of the conversation)... ;)

Jon


If they drop bits on the floor they don't need to send them done the wire so can use a smaller cheaper pipe. Personally think a lot of overseas call centre problems could be sorted by lowering the compression and increasing the fidelity of the circuit. If you have a clearer line there is less noise to compound with the accent.

Was saying saving bits as if you compress something it will use less bits hence saving them.

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  Reply # 793943 5-Apr-2013 16:07
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karit:
jonherries: Great news, a nice guy in the Phillipines just put me onto a new 60GB plan with no contract.

It was pretty hard to hear him though the line was quite scratchy, maybe they should look at their phone line provider. Oh wait.

Jon


I thought VF only had kiwi contact centres? Or does VF treat TC customers are second rate citizens? Most probably they have a cheap VoIP connection over to there and do a lot of compression to save money and bits.


No one is getting treated as a second class citizen Vodafone NZ has made it clear the TCL call centre will come back to NZ but this will take some time, There are a few hundred staff overseas after Vodafone acquired TCL so will take some time

Further to this Vodafone has also made it very clear on a number of times to the media that the process is going to take about 18 - 24 months

John

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  Reply # 793944 5-Apr-2013 16:08
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maro: I noticed the new Naked Broadband plans on Tuesday afternoon and as I'm currently on a LightSpeed 20G plan it is obvious that the new 60G plan looks rather attractive. I'm on my current plan since the GST change in October 2010 and from memory the upgrade from the previous 10G plan happened automatically, for a price increase of $1.

So reading the respective comments in this and the other threads I called the old 0508 number that same afternoon. The first CSR had to transfer me to another one, who tried to transfer me further (presumably to the sales and retention team) but failed in her attempts.
She offered to put me on the list to be called back in less then 48h. At that point I declined as I planned to try again later. My second attempt (at around 7pm) got me no further. Multiple transfers between CSRs, but at least this time I was told that the team I needed to talk to had gone home (at about 5pm, so much for the new 24/7 support). This time I reluctantly accepted to be called back.

It did not come as a big surprise that I did not get contacted within the promised 48h period. When I was finally called earlier today I was told that I would have to accept a 12 month contract period with a $199 early termination fee. From memory I thought to recall that a 12 month contract was settled with a $99 fee and only a 24 month contract with the higher penalty. With the help of 'archive.org' I found the old page (i.e. www.telstraclear.co.nz/residential/inhome/packages/early-termination-charges.cfm) that was valid until only a few weeks ago (i.e. the last capture was from 2013-02-08). This shows that a Naked Broadband product on a 12 month minimum sign up period would attract only a $50 early termination fee.

I'm not impressed how things have turned out: It is rather unfortunate that I as a long time TelstraClear customer (13+ years, ever since I moved to this country) should get "threatened" with such a  steep termination fee. On the other hand we've now seen in this and the other threads reports from several "lucky" punters who are not getting "punished". I ponder whether I should have tried to "jump the queue" (e.g. by contacting JohnR or Gary directly) instead of patiently waiting for my time.


Hi Maro. I've asked the team to have a look at this again for you and get in touch.

Cheers, Gary

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  Reply # 793984 5-Apr-2013 17:12
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johnr:
karit:
jonherries: Great news, a nice guy in the Phillipines just put me onto a new 60GB plan with no contract.

It was pretty hard to hear him though the line was quite scratchy, maybe they should look at their phone line provider. Oh wait.

Jon


I thought VF only had kiwi contact centres? Or does VF treat TC customers are second rate citizens? Most probably they have a cheap VoIP connection over to there and do a lot of compression to save money and bits.


No one is getting treated as a second class citizen Vodafone NZ has made it clear the TCL call centre will come back to NZ but this will take some time, There are a few hundred staff overseas after Vodafone acquired TCL so will take some time

Further to this Vodafone has also made it very clear on a number of times to the media that the process is going to take about 18 - 24 months

John


That would be a lot of bits to move...

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  Reply # 794070 5-Apr-2013 20:45
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Bowering: 

Hi Maro. I've asked the team to have a look at this again for you and get in touch.

Cheers, Gary


Thanks Garry. That worked a treat, I got a call and it's all sorted now.

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  Reply # 794094 5-Apr-2013 21:27
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So, I called up today to discuss my triple play plan, TV, Phone, Broadband (InHome). Now on the 12 month contract for $35 cheaper. I'm pretty happy with that. Didn't get any free upgrades like some of you have.

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  Reply # 794318 6-Apr-2013 14:46
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Out of interest, any idea why mobile phone plans are not included as an option in the Home Cable triple service pans? be good to consolidate accounts.



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  Reply # 794669 7-Apr-2013 18:10
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D1023319: Out of interest, any idea why mobile phone plans are not included as an option in the Home Cable triple service pans? be good to consolidate accounts.


All in good time I guess. A lot goes on behind the scenes to bring out new deals, so 6 months may have been a push to get that kind of thing sorted. 

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  Reply # 794804 8-Apr-2013 06:45
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No one has answered this:

TinyTim: Have the old Cable+phone (no TV) bundles gone now?



So I assume the answer is they have gone.

Telecom's been knocking on doors on our street, and their nearest standard plan to what we have now (phone+internet) would cost $11 per month less for a 50% higher data cap. Or for $1 less, 5x the data.

Looks very tempting!




 

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  Reply # 794924 8-Apr-2013 11:54
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TinyTim: No one has answered this:

TinyTim: Have the old Cable+phone (no TV) bundles gone now?



So I assume the answer is they have gone.

Telecom's been knocking on doors on our street, and their nearest standard plan to what we have now (phone+internet) would cost $11 per month less for a 50% higher data cap. Or for $1 less, 5x the data.

Looks very tempting!


Hi TinyTim. They're here: http://www.vodafone.co.nz/internet/high-speed-cable-network/broadband-tv-bundles/

Cheers, Gary

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  Reply # 794952 8-Apr-2013 12:46
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Bowering:
TinyTim: No one has answered this:

TinyTim: Have the old Cable+phone (no TV) bundles gone now?



So I assume the answer is they have gone.

Telecom's been knocking on doors on our street, and their nearest standard plan to what we have now (phone+internet) would cost $11 per month less for a 50% higher data cap. Or for $1 less, 5x the data.

Looks very tempting!


Hi TinyTim. They're here: http://www.vodafone.co.nz/internet/high-speed-cable-network/broadband-tv-bundles/

Cheers, Gary


Am I missing something? This link only has with TV packages, what we are looking for is the Cable internet and home phone package only?

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