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27 posts

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# 140685 17-Feb-2014 17:40
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I signed up for a new plan mid January (ultrafast cable 80gb) and the sales person I spoke to said I would need a new modem and also receive a free wireless router as part of the package. I also got $10 off as there was a "special" on and I would also get an extra $10 off as I have an on account mobile with Voda. Someone would ring me and organize a time to install both the new modem and router. Good stuff so far... 

So the Downer guy turns up a couple of weeks later (29/01/14) for the install but no router: "Ring Vodafone we don't install routers."

Ring Voda: "We will send one out now".  I unpack it when it shows up but it turns out to be a home hub for ADSL not a router for Cable. 

Much waiting on hold and I find out that there are no routers in stock and no known date for delivery (isnt it illegal to sell something you dont have?). Meanwhile I am also waiting for a code to be sent to my mobile to receive the $10 discount.

I finally got a call (11/02/14) and the code was sent and sorted. I asked at the time when I would get the router and was told 2-3 working days.

Nothing turned up so today I call the helpdesk and ask for an update. No answer from the csr but I got a call back and I was told that a tech would be available to install it on 26/02/14. (what happened to no installs?)

Now, I don't know if this is normal but as far as I am concerned this service is not good enough. I signed up for a new plan as I needed more data and was about to buy my own router as I need to connect multiple devices quite urgently. I have had many phone calls with the helpdesk trying to sort it out and have had each one tell me something different. The best they can do is ask me to now go and buy my own and they will reimburse me $100. Well after a lot of calls I got them to tell me what model of router it was. Turns out that the Netcom N5 (the supplied router) costs about $145.

C'mon Vodafone get your act together! Long wait, much calls, so frustration!


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  # 989067 17-Feb-2014 17:49
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Doesnt sound like the best experience. Much confusion here by the looks of it.
Is there anything i can do to help?



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  # 989097 17-Feb-2014 18:35
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TimA: Doesnt sound like the best experience. Much confusion here by the looks of it.
Is there anything i can do to help?


Well if your the Tim from the Manilla helpdesk then your part of the problem. If not, then yes please! I need to get a router installed this week (actually four weeks ago). I would prefer not to have to go and buy my own and then fight through the useless helpdesk to get a refund.

 
 
 
 


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# 989099 17-Feb-2014 18:38
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@TimA you did not tell me you had moved from Auckland CBD to Manilla since lunch time? Your CBR250 must have some go

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  # 989102 17-Feb-2014 18:45

Hey Jonboy,

 Really sorry to hear you've been through all that. If you could flick me a PM with your account number, I'll take a look, see if there's anything we can do, & get some feedback passed along - as well as making sure you get the proper credit for the router.

Cheers,

 - Nik




Product Manager @ PB Tech

https://pbtech.co.nz/smartphones


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  # 989105 17-Feb-2014 18:48
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@NiKT and @TimA will be able to look after you and Tim slow down on that CBR250 mate



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  # 989478 18-Feb-2014 10:05
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NikT: Hey Jonboy,

 Really sorry to hear you've been through all that. If you could flick me a PM with your account number, I'll take a look, see if there's anything we can do, & get some feedback passed along - as well as making sure you get the proper credit for the router.

Cheers,

 - Nik


PM sent Nik

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  # 989538 18-Feb-2014 11:20
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Not unusual unfortunately, but once things are set up and working you shouldn't have any problems. Social media is the best way to resolve problems with Vodafone if you get bounced around, I found, their call center isn't great.

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