Vodafone voice survey.

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richms

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Topic # 12599 27-Mar-2007 01:35

Just had one come thru.. asking about satisfaction etc, one of the questions was how likely are you to change to another provider in the next 6 months... I put a 9...

Also asked about my experiences with their customer services. If I didn't _still_ have an outstanding ticket with them perhaps they wouldn't have gotten a 1 for that... heh..

Richard rich.ms

nix

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Reply # 65104 27-Mar-2007 07:24

I'm sick and tired of all of these surveys. I have probably participated in half a dozen or so recently.

I'd rather the money was spent on giving on account customers a better deal. Which I have told them, on numerous occasions.

richms

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Reply # 65143 27-Mar-2007 12:58

At least it shows that they are worried.

And, still no answer to my now one week old query about prepay balance.

Richard rich.ms

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Reply # 65147 27-Mar-2007 13:21

I did that survey yesterday.

I noted on mulitple occasions about my dissatisfaction with prepay only offers.

Maybe they'll listen to us now?

I put 8 out of 10 for leaving to a different provider within the next 6 months and rated their customer service very low because wait times are unacceptable.

bender

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Reply # 65227 27-Mar-2007 21:49

I got this a few weeks ago and told them exactly what I think of their poor coverage. We (a few companies with ~100 users) moved from Telecom 6 months ago and have not been happy at all - Telecom may have been pillaging us for every last cent but their coverage is unbeaten.

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Reply # 65228 27-Mar-2007 21:58

I must say that I was quite negative in the survey. Particularly with the pricing (I'm now saving more on Telecom flexi which doesn't punish you for excessive usage).

I know that there are some really good people at VFNZ, however their management/marketing doesn't do them credit.

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bender

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Reply # 65230 27-Mar-2007 22:04

Their management has seriously degraded since the previous CEO got pinched. The billing system is also topsy-turvy, we attempt to make heavy use of the ability to manage all our phones via one handy website, however this frequently spits out server errors, fails to load and we are still unable to manage add-on's for our You Choose users. The whole point is to be able to manage the phones ourselves without needing to go through our account manager but it doesn't seem to work :(

Once our contracts run out we'll be shifting back to Telecom.

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Reply # 65232 27-Mar-2007 22:13

bender: Their management has seriously degraded since the previous CEO got pinched. The billing system is also topsy-turvy, we attempt to make heavy use of the ability to manage all our phones via one handy website, however this frequently spits out server errors, fails to load and we are still unable to manage add-on's for our You Choose users. The whole point is to be able to manage the phones ourselves without needing to go through our account manager but it doesn't seem to work :(

Once our contracts run out we'll be shifting back to Telecom.

issues like this should be logged with CS and then request the ticket number for tracking

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Reply # 65233 27-Mar-2007 22:16

Problems with MYA are often dismissed as 'server maintenance' things or 'try again later'... one just gives up.
I'll keep that in mind for future events for my vfnz on account handset.

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richms

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Reply # 65339 28-Mar-2007 20:07

Heres the response, clearly they did not read my query or understand it, or else they have a one click answer button that will send what I got.

I called again today and once I finally got someone on the phone they admitted to having little information on this other then a note that not all 021 numbers will be vodafone in the future.

The guy checked with his manager and they thought that portability was for on account only, and that I couldn't take a prepay number across. If that ends up being the case then this whole thing is pointless.

Whoever is going to move your 027 to vodafone, you are moving against the tide from the people I have spoken to and I wish you all the best when compared to telecom who answered their phone in about 2 mins, had all the answers without going to a manager.

Vodafone have become the most useless company I have had to deal with, surpassing telstra clear homeplan helpdesk.

Discussion Thread
Response (Kiri)	28/03/2007 02:09 AM
Dear Richard Thank you for your email and I apologise for the delay. The remaining credit on your prepay number will be taken away after the 18-03-08 by our system, if you have not topped up again before this date. If you would like to topup this phone then you are welcome to, as the balance is $12.70. If you have any further questions please reply to this email or call our Customer Contact Centre on 777 from your Vodafone mobile or 0800 800 021 from any other phone. From overseas you can contact us on +64 9 355 2007. Yours sincerely Kiri F Vodafone Customer Support
Customer (richard malcolm-smith)	25/03/2007 07:11 PM
Any answer to this? Just wondering if I should top up my phone since I have almost nothing left on it.
Customer (richard malcolm-smith)	20/03/2007 09:01 PM
Hi, since you guys are not able to move my prepay number to an on account, I will be changing to telecom next month when number portability will allow for this and going onto a plan with them. However your guys on the phone were not able to answer my query about what will happen to any remaining credit I have with vodafone upon moving the number to telecom. Can you please advise what the case will be?

Richard rich.ms

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Reply # 65350 28-Mar-2007 20:28

The above is why I get horribly frustrated with Vodafone. That said after my post yesterday I did get some help which was a nice change. I guess if anything there is a disconnect in communication between customer service and the tech team and management.

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Reply # 65357 28-Mar-2007 21:01

richms: Heres the response, clearly they did not read my query or understand it, or else they have a one click answer button that will send what I got.

I called again today and once I finally got someone on the phone they admitted to having little information on this other then a note that not all 021 numbers will be vodafone in the future.

The guy checked with his manager and they thought that portability was for on account only, and that I couldn't take a prepay number across. If that ends up being the case then this whole thing is pointless.

Whoever is going to move your 027 to vodafone, you are moving against the tide from the people I have spoken to and I wish you all the best when compared to telecom who answered their phone in about 2 mins, had all the answers without going to a manager.

Vodafone have become the most useless company I have had to deal with, surpassing telstra clear homeplan helpdesk.

Discussion Thread
Response (Kiri)
28/03/2007 02:09 AM
Dear Richard

Thank you for your email and I apologise for the delay.

The remaining credit on your prepay number will be taken away after the 18-03-08 by our system, if you have not topped up again before this date.

If you would like to topup this phone then you are welcome to, as the balance is $12.70.

If you have any further questions please reply to this email or call our Customer Contact Centre on 777 from your Vodafone mobile or 0800 800 021 from any other phone. From overseas you can contact us on +64 9 355 2007.

Yours sincerely

Kiri F
Vodafone Customer Support
Customer (richard malcolm-smith)
25/03/2007 07:11 PM
Any answer to this? Just wondering if I should top up my phone since I have almost nothing left on it.
Customer (richard malcolm-smith)
20/03/2007 09:01 PM
Hi, since you guys are not able to move my prepay number to an on account, I will be changing to telecom next month when number portability will allow for this and going onto a plan with them.

However your guys on the phone were not able to answer my query about what will happen to any remaining credit I have with vodafone upon moving the number to telecom. Can you please advise what the case will be?

All Vodafone numbers can be ported off net. END OF STORY this is goverment regulation

Richard when you port your number off net you will forfit any remaining credit this is covered in T&Cs that credit is not transfurable on prepay.

richms

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Reply # 65382 29-Mar-2007 00:06

There is nothing in the current T&C about portability.

The closest relevent things I can see is this one...

section 8 (o) All monetary credit on your Prepay Account is specific to your SIMcard and is nontransferable
to any other Prepay Account or SIMcard.

Ok, so I am removing the number - can I get a new number on the prepay connection and use up the credit?

What will vodafone do when the number is ported. Theres nothing in the T&C to allow them to take the credit as it says right there that its the simcard that its specific to.

Infact in part 14 it says this...

(b) We may be required by law, under contracts with other Network Operators or for
other reasons to change your phone number(s). We will do our best to give you
notice of any change required. We will give notice by leaving a voice message
and/or by text. We will not be liable for any costs which you, or anyone else, may
incur as a result of such change.

So there it is in the contract. They will give me a new number.

more of a worry is this one in there - havent ever really read these fully before other then when I was lookign for mention of the expiration of a prepay pack......

section 8 - part n - If you lose or damage your SIMcard you will need to purchase a new SIMcard or a
new Connection Pack. In this event your new SIMcard comes with no monetary
credit and you will lose any unused monetary credits in your Prepay Account. A
new Connection Pack will have a new number.

- I have replaced the simcard soooo many times on this one and not once lost any credit.

So, if they are not sticking with their own T&C on simcard replacement, what relevance do they have? Based on part (n) - whats the point on leaving the credit on your phone if its that losable.

Richard rich.ms

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Reply # 65390 29-Mar-2007 06:22

Vodafone don't have to transfer credit but obviously choose to do this if you purchase a new SIM card. Accusing them of breaking their own T&C's by doing this is just stupid!

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Reply # 65393 29-Mar-2007 07:45

Most companies have T&Cs with a small print at the bottom to the lines of "of course if we waive any of these conditions, you have to consider it a one off, and not a change to the rules".

It's up to them to move the credit/number from one SIM to another. If they do, you feel lucky. If they don't, it's in the T&Cs.

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Reply # 65396 29-Mar-2007 08:02

richms: There is nothing in the current T&C about portability.

The closest relevent things I can see is this one...

section 8 (o) All monetary credit on your Prepay Account is specific to your SIMcard and is nontransferable
to any other Prepay Account or SIMcard.

Ok, so I am removing the number - can I get a new number on the prepay connection and use up the credit?

What will vodafone do when the number is ported. Theres nothing in the T&C to allow them to take the credit as it says right there that its the simcard that its specific to.

Infact in part 14 it says this...

(b) We may be required by law, under contracts with other Network Operators or for
other reasons to change your phone number(s). We will do our best to give you
notice of any change required. We will give notice by leaving a voice message
and/or by text. We will not be liable for any costs which you, or anyone else, may
incur as a result of such change.

So there it is in the contract. They will give me a new number.

more of a worry is this one in there - havent ever really read these fully before other then when I was lookign for mention of the expiration of a prepay pack......

section 8 - part n - If you lose or damage your SIMcard you will need to purchase a new SIMcard or a
new Connection Pack. In this event your new SIMcard comes with no monetary
credit and you will lose any unused monetary credits in your Prepay Account. A
new Connection Pack will have a new number.

- I have replaced the simcard soooo many times on this one and not once lost any credit.

So, if they are not sticking with their own T&C on simcard replacement, what relevance do they have? Based on part (n) - whats the point on leaving the credit on your phone if its that losable.

No you can't get a new number on that prepay SIM cause if you get a new prepay number it would require a new SIM so its a new prepay account and credit can not be moved!