Geekzone: technology news, blogs, forums
Guest
Welcome Guest.
You haven't logged in yet. If you don't have an account you can register now.


218 posts

Master Geek
+1 received by user: 35


Topic # 119041 18-May-2013 08:59
Send private message

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".

View this topic in a long page with up to 500 replies per page Create new topic
 1 | 2
19282 posts

Uber Geek
+1 received by user: 2600
Inactive user


  Reply # 821474 18-May-2013 09:32
Send private message

DM me your account details and I can get someone to take a look Monday

John

Mad Scientist
19108 posts

Uber Geek
+1 received by user: 2484

Trusted
Lifetime subscriber

  Reply # 821475 18-May-2013 09:32
Send private message

what number did you ring?




Swype on iOS is detrimental to accurate typing. Apologies in advance.




218 posts

Master Geek
+1 received by user: 35


  Reply # 821644 18-May-2013 15:21
Send private message

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.

1495 posts

Uber Geek
+1 received by user: 344


  Reply # 821762 18-May-2013 21:43
Send private message

Are you referring to Vodafone or 'My God' wanting no customers?

Please put a relevant title on topic.

1923 posts

Uber Geek
+1 received by user: 139


  Reply # 821771 18-May-2013 22:16
Send private message

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. .......

What does this tag do
976 posts

Ultimate Geek
+1 received by user: 203

Subscriber

  Reply # 821785 18-May-2013 22:30
Send private message

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

601 posts

Ultimate Geek
+1 received by user: 26


  Reply # 821819 19-May-2013 08:18
5 people support this post
Send private message

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.

57 posts

Master Geek
+1 received by user: 15


  Reply # 821859 19-May-2013 10:37
5 people support this post
Send private message

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.

5 posts

Wannabe Geek
+1 received by user: 1

Trusted

  Reply # 821866 19-May-2013 11:20
Send private message

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.

What does this tag do
976 posts

Ultimate Geek
+1 received by user: 203

Subscriber

  Reply # 821918 19-May-2013 12:58
Send private message

Thanks Steph unfortunately in this instance the proposal has already been submitted

14408 posts

Uber Geek
+1 received by user: 1885


  Reply # 821925 19-May-2013 13:10
Send private message

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.

5 posts

Wannabe Geek
+1 received by user: 1

Trusted

  Reply # 821944 19-May-2013 13:46
Send private message

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?

4038 posts

Uber Geek
+1 received by user: 867


  Reply # 821989 19-May-2013 16:10
One person supports this post
Send private message

I see the Telstra Clear way of doing things hasn't quite gone yet.

4025 posts

Uber Geek
+1 received by user: 1076

Trusted

  Reply # 822184 20-May-2013 01:10
One person supports this post
Send private message

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.

BDFL - Memuneh
61506 posts

Uber Geek
+1 received by user: 12222

Administrator
Trusted
Geekzone
Lifetime subscriber

  Reply # 822231 20-May-2013 09:07
One person supports this post
Send private message

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.








 1 | 2
View this topic in a long page with up to 500 replies per page Create new topic

Twitter »

Follow us to receive Twitter updates when new discussions are posted in our forums:



Follow us to receive Twitter updates when news items and blogs are posted in our frontpage:



Follow us to receive Twitter updates when tech item prices are listed in our price comparison site:



Geekzone Live »

Try automatic live updates from Geekzone directly in your browser, without refreshing the page, with Geekzone Live now.



Are you subscribed to our RSS feed? You can download the latest headlines and summaries from our stories directly to your computer or smartphone by using a feed reader.

Alternatively, you can receive a daily email with Geekzone updates.