Strange Vodafone call...

Forums › One New Zealand (including Vodafone, WxC, Farmside) › Strange Vodafone call...

MaxLV

656 posts

Ultimate Geek

#132218 13-Oct-2013 17:52

Had a missed call on my windows mobile today. Callers number was 0800800021.

Being an 0800 number I called the number back to find out who was and what they wanted.

It was Vodafone, and the helpful (kiwi) person at Vodafone tried to find out what the call was about, but couldn't see any thing on my account that would warrant a call from Vodafone. (note; this was not the Vodafone/TCL) team, so she transferred me to something called the 'clarification' team. Ended up at the Philipines Contact centre and the person there immediately checked my account to see if I was overdue, owed Vodafone money, etc... (I wasn't and dont, always pay my bill in full within 48 hours of it being received by email, or being available online)

After 10 minutes of looking at my account and trying to work out if the 0800 number was Vodafone, she admitted defeat and said she had no idea why I had been called.

I also told her that the caller had left a voicemail message and my phone tells me I can call 6400000000 to listen to the voicemail, but every time I call that number on my mobile it says no such number exists. She decided I needed to talk to the mobile phone team as it sounds like an error. She told me she would transfer me to them. after 10 minutes of listening to the hold music, I gave up...

Two things:

It seems like the Vodafone NZ call centre is simply a 'front end' operator service who transfer the calls to the Philippines call centre to deal with.

Any one know the correct number to call on a mobile phone to listen to your voice mails?

Goosey

2829 posts

Uber Geek

Subscriber

#914376 13-Oct-2013 17:54

707 to call voicemail from your mobile if your on vodafone.

sorry but I find it hard to believe you wouldnt know the number to call voicemail.
Its pre programed in your sim usually, can be found on the website, has been the same number since sliced packets.

tardtasticx

3075 posts

Uber Geek

#914401 13-Oct-2013 18:59

Goosey: 707 to call voicemail from your mobile if your on vodafone.

sorry but I find it hard to believe you wouldnt know the number to call voicemail.
Its pre programed in your sim usually, can be found on the website, has been the same number since sliced packets.

Why would it be hard to believe? I've been with telecom years on my mobile and the house phone has been on telecom since before I was born, and I dont remember the number. I just click the number at the bottom of the text message telling me I have a voice message, and it takes me right to it without waiting through prompts.

Theres also the voicemail shortcut in the phone app.

ZollyMonsta

3009 posts

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Trusted

#914402 13-Oct-2013 19:00

Only just today I called the 0800 number to query my residential account. After that query was resolved it was followed up to with a transfer to the business department for a business account query. On both occasions I spoke to a Kiwi operator.

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johnr

19282 posts

Uber Geek
Inactive user

#914407 13-Oct-2013 19:10

MaxLV: It seems like the Vodafone NZ call centre is simply a 'front end' operator service who transfer the calls to the Philippines call centre to deal with.

Any one know the correct number to call on a mobile phone to listen to your voice mails?

100% of mobile support staff are NZ based over 3 sites in Auckland employed by Vodafone NZ

The only staff that are based in the ' Philippines ' are what came with the Telstraclear purchase before this purchase 100% of fixed line staff were Auckland based over 3 sites, Now 90% of fixed line staff are based in Auckland over the 3 sites

If you have a Voice mail message then you will have a SMS from Vodafone advising ' Call 707 to listen to X number of new voice mail messages ' Also the number 1 button has a picture of a tape on it, This is for Voice mail hold it down for 2 seconds and Voice mail will be called,

MaxLV does that clear things up?

johnr

19282 posts

Uber Geek
Inactive user

#914408 13-Oct-2013 19:14

Sorry it's 4 sites now across Auckland since the purchase of Telstraclear

1) Lambie Drive
2) Great South Road
3) Head office Auckland CBD
4) Smales Farm North Shore (ex Telstraclear building)

chevrolux

4962 posts

Uber Geek
Inactive user

#914453 13-Oct-2013 21:02

I thought it was against the NAD to present toll free numbers as a CID. Would be surprised if Vodafone violated that.

I guess fraudulent call center trying to scam customer details.

cisconz

cisconz
1341 posts

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Lifetime subscriber

#914456 13-Oct-2013 21:09

chevrolux: I thought it was against the NAD to present toll free numbers as a CID. Would be surprised if Vodafone violated that.

I guess fraudulent call center trying to scam customer details.

Frowned apon, but not against the rules as far as I am aware.

Hmmmm

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MaxLV

656 posts

Ultimate Geek

#914483 13-Oct-2013 22:12

johnr:
MaxLV: It seems like the Vodafone NZ call centre is simply a 'front end' operator service who transfer the calls to the Philippines call centre to deal with.

Any one know the correct number to call on a mobile phone to listen to your voice mails?

100% of mobile support staff are NZ based over 3 sites in Auckland employed by Vodafone NZ

The only staff that are based in the ' Philippines ' are what came with the Telstraclear purchase before this purchase 100% of fixed line staff were Auckland based over 3 sites, Now 90% of fixed line staff are based in Auckland over the 3 sites

If you have a Voice mail message then you will have a SMS from Vodafone advising ' Call 707 to listen to X number of new voice mail messages ' Also the number 1 button has a picture of a tape on it, This is for Voice mail hold it down for 2 seconds and Voice mail will be called,

MaxLV does that clear things up?

I listened to the VoiceMail and it was the retention team, wanting to talk to someone called Rob about his call to Vodafone. Apparently his contract is up for renewal, and he wants to discuss it. The message was from someone with an indian accent, and it also sounded like it was an international line.

As to the transfer of my call to the 'clarification' team, the second person I spoke to had an asian accent, and the line quality indicates it was an international line.

Zeon

3916 posts

Uber Geek

Trusted

#914514 14-Oct-2013 00:56

Why do people care where hte support staff are? I would imagine its the quality of service that you should care about?

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kiwitrc

4123 posts

Uber Geek
Inactive user

#914519 14-Oct-2013 06:17

MaxLV:

I listened to the VoiceMail and it was the retention team, wanting to talk to someone called Rob about his call to Vodafone. Apparently his contract is up for renewal, and he wants to discuss it. The message was from someone with an indian accent, and it also sounded like it was an international line.

As to the transfer of my call to the 'clarification' team, the second person I spoke to had an asian accent, and the line quality indicates it was an international line.

Assuming its not a scam, Rob is lucky, when our contracts roll over the first we know of it is that whoever's contract has expired bill goes through the roof because the extras we get such as additional data just drop off and someone blows their allocation.

NikT

1710 posts

Uber Geek

Trusted

#914549 14-Oct-2013 08:57

MaxLV:

I listened to the VoiceMail and it was the retention team, wanting to talk to someone called Rob about his call to Vodafone. Apparently his contract is up for renewal, and he wants to discuss it. The message was from someone with an indian accent, and it also sounded like it was an international line.

As to the transfer of my call to the 'clarification' team, the second person I spoke to had an asian accent, and the line quality indicates it was an international line.

Hi Max,

That will be the 'Clarify' team, which refers to one of the internal systems we use for customers who were formerly with TelstraClear.

It may be that your number has been incorrectly entered into one of the systems as a contact number for another customer (Always possible it belonged to them before it was allocated to you & records are out of date). I'm happy to take a look at that for you to make sure it's not listed on any accounts it shouldn't be on - Please send me a PM through GeekZone, or email onlinecare@vodafone.co.nz.

Cheers,

Product Manager @ PB Tech

Smartphones @ PB Tech | Headphones @ PB Tech