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698 posts

Ultimate Geek
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Topic # 143771 26-Apr-2014 15:03
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The reason I ask is that over the last couple of months I have had to make a number of calls through on the 0800 438 448 number. On every occasion the hold time has been enormous! my quickest call was 28mins on hold. Have tried calling at different times of the day to be off peak, but still the same. Two weeks ago on a Wednesday evening my dad was on hold for 1 hour 14mins...

When you do eventually get through the CSR always opens the conversation with "Hi there, sorry about the wait time" or something along those lines. I never remember it being this bad since the ihug days. 

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  Reply # 1031598 26-Apr-2014 15:06
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The wait times are known about and are getting worked on as fast as possible with new staff in training, Staff numbers have not dropped either before someone posts this

Use the call back service then you don't need to hold and you keep your place in the line, Call from a mobile to use this service

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Master Geek
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  Reply # 1031602 26-Apr-2014 15:18
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I was working last couple of nights on Prepay/On Account mobile queue and had the odd bit of idle time (on standby waiting for call) with average wait less than 2min at times. I did see the Fixed line/Broadband queue come down quite a bit too.

If anything I think there would have been an increase in staff over the last year. As johnr said, Vodafone has recognized the issue and implemented that callback feature and are doing another round of recruitment. Bigger challenge IMO is promoting the self-service tools like My Vodafone app and online My Vodafone login for mobile and for broadband, as well as online knowledgebase tools like help.vodafone.co.nz which could massively reduce number of calls. Wait times are always partly unpredictable.

If you need a hand with anything and would prefer not to call you can always try the callback, or contact form on our website or post here, or the recently updated community.vodafone.co.nz, we're generally pretty helpful.




 


 
 
 
 


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  Reply # 1031605 26-Apr-2014 15:25
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A major issue is with calls into the call centre for things staff do not support and just can't support and this impact all ISPs

Things like ' What is my trademe / hotmail password ' or ' My computer won't power up ' even calls like the ' FBI are watching everything I do online how do I hide my IP address ' and it goes on....

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  Reply # 1031612 26-Apr-2014 15:36
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johnr: Use the call back service then you don't need to hold and you keep your place in the line, Call from a mobile to use this service

Used the callback feature for the first time yesterday.  LOVED it.  Almost as good as a quick answer by a human.




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  Reply # 1031619 26-Apr-2014 15:47
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Called last night about my old ihug account, got answered quickly and the person was great.

Try calling at a different time, but I think for a public holiday the support speed and quality was excelent.




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  Reply # 1032105 27-Apr-2014 16:50
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Another note, the Vodafone SKY Team is awful. They can't differentiate between the different Decoders on their end when booking Pay-Per View. And it takes them 10 minutes to make a booking. 

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  Reply # 1032426 28-Apr-2014 10:37
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Vodafone support is awful, see my other post 'Why I'll never use Vodafone again', they really have no clue.

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  Reply # 1032687 28-Apr-2014 17:17
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leo0787sx: Vodafone support is awful, see my other post 'Why I'll never use Vodafone again', they really have no clue.


Agree. They're pretty useless. It took 5 people and over an hour for when I was moving houses and was trying to re-negotiate a deal. The Sales team couldn't even transfer me to SKY TV to discuss a problem, yet the Tech Support Team could haha.

Personally the best support I've had is from Telecom they're really good. Vodafone needs to step it up tbh.

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  Reply # 1032700 28-Apr-2014 17:26
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It's also useful to remember that there are many other ways of getting support than picking up the phone. If you have a tech support query, try http://community.vodafone.co.nz/ first before calling. We have Ninjas (including johnr) online most of the day to answer questions and offer advice. If you're after account balances or billing enquiries, check our self-help channel at  My Vodafone. We can also be contacted on Twitter and Facebook and even right here on Geekzone. :)

So many people call us when they really don't need to and inadvertently become part of the problem.




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  Reply # 1032701 28-Apr-2014 17:27
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johnr: A major issue is with calls into the call centre for things staff do not support and just can't support and this impact all ISPs

Things like ' What is my trademe / hotmail password ' or ' My computer won't power up ' even calls like the ' FBI are watching everything I do online how do I hide my IP address ' and it goes on....


LOL no more "my teacup holder is broken" huh

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  Reply # 1032709 28-Apr-2014 17:33
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21brandon21:
leo0787sx: Vodafone support is awful, see my other post 'Why I'll never use Vodafone again', they really have no clue.


Agree. They're pretty useless. It took 5 people and over an hour for when I was moving houses and was trying to re-negotiate a deal. The Sales team couldn't even transfer me to SKY TV to discuss a problem, yet the Tech Support Team could haha.

Personally the best support I've had is from Telecom they're really good. Vodafone needs to step it up tbh.


A company is not useless if it does not bend over to demands from customers, A business has a right to say ' No '

This is a very unfair comment as you have had plenty of support from staff over the years including myself

John

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  Reply # 1032728 28-Apr-2014 18:11
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leo0787sx: Vodafone support is awful, see my other post 'Why I'll never use Vodafone again', they really have no clue.


looking at your other thread it would seem you are the one at fault, maybe you should get all the info before jumping to conclusions. I think your post is unfair and ill informed to say the least. All ISP's have issues but generally they perform very well but have a few that blame everything including problems created by themselves on the ISP's.




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  Reply # 1032732 28-Apr-2014 18:20
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leo0787sx: Vodafone support is awful, see my other post 'Why I'll never use Vodafone again', they really have no clue.


I work for Vodafone and have a clue about many things,

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  Reply # 1032745 28-Apr-2014 18:37
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jeffnz:
leo0787sx: Vodafone support is awful, see my other post 'Why I'll never use Vodafone again', they really have no clue.


looking at your other thread it would seem you are the one at fault, maybe you should get all the info before jumping to conclusions. I think your post is unfair and ill informed to say the least. All ISP's have issues but generally they perform very well but have a few that blame everything including problems created by themselves on the ISP's.


It was the bank at fault. Not us, Not the customer directly.





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  Reply # 1032747 28-Apr-2014 18:42
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21brandon21:
leo0787sx: Vodafone support is awful, see my other post 'Why I'll never use Vodafone again', they really have no clue.


Agree. They're pretty useless. It took 5 people and over an hour for when I was moving houses and was trying to re-negotiate a deal. The Sales team couldn't even transfer me to SKY TV to discuss a problem, yet the Tech Support Team could haha.

Personally the best support I've had is from Telecom they're really good. Vodafone needs to step it up tbh.


I have about 25 customers with VF and we deal with all queries from them to the ISP and I have to say my experience is the opposite. Mainly I deal with business support and I find them fast, efficient and professional. I have my own stuff with them as well and if anything they over deliver and under promise most of the time. 

Any company will go through times where it's not at 100% but it's how it deals with that sets the standard. 

My experience is that VF is one of the very very few big companies I deal with that is still agile. Amazon is the other major one I can think of. 


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