Slooowwww responses to email requests

Forums › One New Zealand (including Vodafone, WxC, Farmside) › Slooowwww responses to email requests

r2b2

586 posts

Ultimate Geek

#136731 7-Dec-2013 00:14

I'm starting to think I need to have the customer retention team's phone number on speed-dial to get any form of good service.

Lodged help request via customer zone on Wednesday night @ 8:13pm. *Still* waiting for a response after two full business days. Wouldn't mind so much but it was probably one of the easiest queries that the help desk could probably get!

It's no wonder that people resort to calling and then causing larger call queues for those that are in actual immediate need.

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6614 posts

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#946870 7-Dec-2013 00:48

Hey,

Not too good to hear,

I am guessing this is "Blue (ex TCL)" side of Vodafone given you said customer zone. If you can provide the details of your account ill see what i can do tomorrow and get someone to call you.

Cheers

johnr

19282 posts

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#946881 7-Dec-2013 05:31

For a email query I am sure standard response time is 3 to 5 business working days,

If it's a such a basic query is something that can be answered here on Geekzone?

John

gregmcc

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#946887 7-Dec-2013 06:59

I think the point here is when the form is filled in the web site says someone will get back to you within 2 days, in all honesty I don't think I have *ever* had a response with the 2 days no matter or how easy or simple it seems to be be.

r2b2

586 posts

Ultimate Geek

#946955 7-Dec-2013 10:27

Thanks for the replies guys. I actually got a response this morning but instead of just answering the question they have taken two whole days to say that they have passed my request onto the sales team who will call me back in 1-2 days?! Sigh, that'll learn me for trying to help by not tying up the phone lines!

@johnr : the query was regarding whether SkyWatch actually comes with the new Vodafone Red with Sky plans like the website implies. Figured it was kind of account related so thought I'd go through "official" channels. Like to keep my questions here to the more geeky ones ;)

johnr

19282 posts

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#946957 7-Dec-2013 10:31

I have no idea what SkyWatch is but if the Vodafone website advises this surely it must,

Got a link to the INFO?

timmmay

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#946960 7-Dec-2013 10:36

Why is email treated as second priority to calls? It should be put in a queue and answered in the same amount of time as a call is. Most places do that, it makes no sense.

r2b2

586 posts

Ultimate Geek

#946962 7-Dec-2013 10:38

It's the Sky magazine that has listings in etc.

Link is http://www.vodafone.co.nz/tv/vodafone-tv/

Sorry to say that I don't trust the website as it also indicates, for example, you can have MindGames on the Tbox which I believe is not possible as it only is available for the normal Sky decoder. (Although could be wrong and that's changed recently...)

Hence me wanting to officially confirm :)

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r2b2

586 posts

Ultimate Geek

#946963 7-Dec-2013 10:41

@timmmay to be fair, it does sometimes feel like you are on hold for 3-5 business days when you call :D

johnr

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#946964 7-Dec-2013 10:41

timmmay: Why is email treated as second priority to calls? It should be put in a queue and answered in the same amount of time as a call is. Most places do that, it makes no sense.

If you wanted to know something urgent / priority would you call or email?

Vodafone have a team dedicated to looking after emails that are not on the phones

Emails do go into a que and get looked at in order, You want to see some of the email queries they have to work thru, I would love to post some examples here it can be rather entertaining

johnr

19282 posts

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#946966 7-Dec-2013 10:43

You want a physical magazine sent out as in pages and bits of paper stuck together like a book?

r2b2

586 posts

Ultimate Geek

#946968 7-Dec-2013 10:46

Yeah. I know its a 'novel' concept

Basically it's the only way I don't miss stuff on some if the documentary channels due to me forgetting about upcoming things.