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netspanner

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#119041 18-May-2013 08:59
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So I am a Telstra Clear customer who has been bought up by Vodafone and I wanted to change my TV/Broadband bundle.

I chose the package from the website and rang them on their website number, no operator wait in a queue, then I submitted a request for them to ring me, twice on two separate days, to two phones. Nothing no call.

Now this morning I rang them again, on their 24 hour line. Nothing, "There are no operators available please ring back later" automated message and they hung up!!

It enough to drive you into the arms of Telecom. You don't want my custom,?then fine, I'll walk".

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johnr
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  #821474 18-May-2013 09:32
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DM me your account details and I can get someone to take a look Monday

John

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  #821475 18-May-2013 09:32
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what number did you ring?




Involuntary autocorrect in operation on mobile device. Apologies in advance.


 
 
 
 


netspanner

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  #821644 18-May-2013 15:21
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Well I got through.

I rang both their 24 hour number, which hung up on me, and the one on the website.

If VF is not going to respond to their own "we will ring you back in 2 working days" system, then how about discontinuing it? As it is it will only drive people away.

1eStar
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  #821762 18-May-2013 21:43
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Are you referring to Vodafone or 'My God' wanting no customers?

Please put a relevant title on topic.

oxnsox
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  #821771 18-May-2013 22:16
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I recently waited a week for them to get back to me on a billing issue, after being promised a reply within 48 hours. Eventually I called them back to get the answer.

In my case it seems customer service means I provide it to them. .......

jnimmo
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  #821785 18-May-2013 22:30
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Yes know the feeling, I called up business sales two weeks ago to find out about getting a dedicated fiber connection for a new business in town

Sales - 'No we don't do that'
Me - 'Well I know TelstraClear did, is there someone who would know about that?'
Sales - 'Ahh ok please hold I'll put you through'
Me - *Waits on hold for 9 minutes*
Sales2 - 'How can I help ...'
Me - 'Looking for a business fibre internet connection, and interested in finding out about your health network product - well, what was TelstraClear's health product
Sales2 - 'Sorry you've called the wrong number, you need to speak to business sales'
Me - 'Business sales just put me through to you'
Sales2 - 'Well this is residential mobile sales.. you need to speak to business sales I'll just get you their number it is.. 0800 ......'
Me - *Not paying attention because the business sales number is still showing on my phone as the active call.*

I then thought maybe I could get through to the TCL Wholesale divison but couldn't find any phone numbers for them.

So I called back business sales, spoke to someone different who was yes indeed able to sell me business fiber. I eventually managed to explain that I needed a highly available connection with diverse fibers from different wholesalers or at very least a copper VDSL backup.
She was going to get back to me within a few days because it would take some time to get fesabilities done; I explained I already knew there was TCL, Enable & Chorus fiber available at the building and just needed some information about what Vodafone could offer us, particularly around TCLs Health Network product. I explained I needed it as soon as possible for a proposal I had due, but never heard anything back.

Sorry for the rant but I'm sharing it because I was surprised not to hear anything back at all, she just passed up what could have been a valuable sales lead

StevieT
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  #821819 19-May-2013 08:18
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1eStar: Are you referring to Vodafone or 'My God' wanting no customers?

Please put a relevant title on topic.


No need for idiotic statements. Clearly the OP is referring to Vodafone.

 
 
 
 


teamyoyo
57 posts

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  #821859 19-May-2013 10:37
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StevieT:
1eStar: Are you referring to Vodafone or 'My God' wanting no customers?

Please put a relevant title on topic.


No need for idiotic statements. Clearly the OP is referring to Vodafone.


Obviously - God is always on the lookout for more customers. He/She/It keeps sending door-to-door sales people my way every couple of months.

vfsteph
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  #821866 19-May-2013 11:20
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jnimmo: Yes know the feeling, I called up business sales two weeks ago to find out about getting a dedicated fiber connection for a new business in town

Sales - 'No we don't do that'
Me - 'Well I know TelstraClear did, is there someone who would know about that?'
Sales - 'Ahh ok please hold I'll put you through'
Me - *Waits on hold for 9 minutes*
Sales2 - 'How can I help ...'
Me - 'Looking for a business fibre internet connection, and interested in finding out about your health network product - well, what was TelstraClear's health product
Sales2 - 'Sorry you've called the wrong number, you need to speak to business sales'
Me - 'Business sales just put me through to you'
Sales2 - 'Well this is residential mobile sales.. you need to speak to business sales I'll just get you their number it is.. 0800 ......'
Me - *Not paying attention because the business sales number is still showing on my phone as the active call.*

I then thought maybe I could get through to the TCL Wholesale divison but couldn't find any phone numbers for them.

So I called back business sales, spoke to someone different who was yes indeed able to sell me business fiber. I eventually managed to explain that I needed a highly available connection with diverse fibers from different wholesalers or at very least a copper VDSL backup.
She was going to get back to me within a few days because it would take some time to get fesabilities done; I explained I already knew there was TCL, Enable & Chorus fiber available at the building and just needed some information about what Vodafone could offer us, particularly around TCLs Health Network product. I explained I needed it as soon as possible for a proposal I had due, but never heard anything back.

Sorry for the rant but I'm sharing it because I was surprised not to hear anything back at all, she just passed up what could have been a valuable sales lead



Hi there - sorry about this. Can you please email me the details to onlinecare@vodafone.com? I can pass it on directly to the right people and get them to give you a call tomorrow. Cheers.

jnimmo
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  #821918 19-May-2013 12:58
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Thanks Steph unfortunately in this instance the proposal has already been submitted

mattwnz
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  #821925 19-May-2013 13:10
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oxnsox: I recently waited a week for them to get back to me on a billing issue, after being promised a reply within 48 hours. Eventually I called them back to get the answer.

In my case it seems customer service means I provide it to them. .......


Billing issues with most companies take a week to reply I have found. Probably because it is non urgent.

When it comes to customer service response time, I could name several terrible ones, but vodafone wouldn't be one of them. I have always found their support to be good, well apart from when they had their call centre in Egypt for a while, but they saw sense on that.

vfsteph
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  #821944 19-May-2013 13:46
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netspanner: Well I got through.

I rang both their 24 hour number, which hung up on me, and the one on the website.


This is a concern if our phone systems are disconnecting people randomly. What were the specific numbers you dialled?

quickymart
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  #821989 19-May-2013 16:10
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I see the Telstra Clear way of doing things hasn't quite gone yet.

eXDee
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  #822184 20-May-2013 01:10
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I have only briefly been with vodafone when they swallowed ihug. Their service was average back then, not bad, not good. Just typical.

Telstraclear on the other hand was shocking, i remember what a breath of fresh air it was to get someone on the TCL helpdesk to listen to you and not just blurt back a policy or generic troubleshooting step. And he got the issue fixed within a couple of days.

It's been a while since ive been with them now, but it seems Telstraclear hadn't changed much in the past few years, and vodafone sounds like it can sometimes be around in circles too. Though I haven't heard of the wait times being as long as TCL had.

I love social support from businesses especially when it bypasses being thrown around between departments and having to repeat things, but if i repeatedly can't get proper support in the normal fashion, i'll just give up on the company, as they clearly don't value my business.

freitasm
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  #822231 20-May-2013 09:07
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eXDee: I love social support from businesses especially when it bypasses being thrown around between departments and having to repeat things, but if i repeatedly can't get proper support in the normal fashion, i'll just give up on the company, as they clearly don't value my business.


A bit off topic, but I agree with this sentiment. And my comments below are not Vodafone specific.

A couple of years ago I had a few heated discussions with (then) Vodafone Communications person Paul Brislen.

My argument was that if people had to create accounts on Geekzone, Twitter or Facebook to get attention from any company to problems that are not being solved by their normal help desk process, it shows the process is broken and the company should take action (measure, analyse, train, hire, etc).

After repeatedly seeing people complaining about calling help desks and being told there is no record of previous calls, people being told someone will call back in a few minutes/hours and a call never comes, if someone is told there's no problem in the network when a lot of people are complaining around the same time and location then obviously the process is too focused on closing calls than solving problems.

Obviously the people doing their bit to help people on Geekzone, Twitter, Facebook, etc are very good folks (I know many of them personally and they are incredibly knowledgeable). But reality is that this don't just scale as well as a call centre with dedicated operators when you're talking about an ISP with 300,000 customers.

Again, this is not a Vodafone problem, but I see it happening in almost every ISP/telco in New Zealand.








 

 

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