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456 posts

Ultimate Geek


# 147014 5-Jun-2014 19:32
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I thought I'd share my very odd experience that I recently had with Vodafone so hopefully they can get things fixed and running better again. Also curious to see if anyone else has had similar experiences with VF.

Here's where the story starts...
A few weeks ago a Vodafone salesman appeared on my doorstep asking if I "was aware that there was fibre available in my neighbourhood". I replied "well actually there isn't, the coverage ends 5 houses that way". He then asked if I was a Vodafone fixed line customer (thought this was odd, surely he would know this already?). To which I replied yes, he then got our his phone and asked for my address so he could check on his phone if I was infact correct (again, pretty odd surely he knows which addresses he's going to, he just walked past the mailbox). To his surprise it said that coverage wasn't in fact at my address and that there was no planned upgrades for it anytime soon.

He then claimed that he could take down my contact information and see if he can get a manual installation scheduled through chorus and have fibre installed anyway as I was so close to existing functional fibre coverage. I knew that this was highly unlikely to be possible as I've asked in the past however I figured there's no harm in agreeing.

After taking down my phone number, name and address he was on his way.

Three weeks later I hadn't heard, so I thought to humour myself I'd email VF and see if they had a follow up on this event. The response two days later was exactly as I expected. That chorus can't and don't overrule their existing coverage and plans and that I'd simply have to wait. However they concluded the email in saying; "However it looks like you can get VDSL services for now until fibre gets to your door.". Again, I knew this was incorrect, however to humour myself I said that I'd be interested in getting VDSL if possible.

A few hours later the CSR said they had put a call back request in for me to speak to someone about getting VDSL.

Three days later I check my phone to see 2 missed calls from a private number. No messages left or any way for me to know who it is or how to contact them back. Luckily I managed to catch the third call. It was a CSR from VF getting back to me on my VDSL request. He started off saying how he's aware I'd like to get VDSL, he then asks if I'm a customer already, and then follows asking for my address. Before I start giving my address he cuts me off and realises that he's already got my address he then checks the address for VDSL, realises I can't get it (there we go) mentions to me and the conversation awkwardly ends just as it started.

All in all, quite a weird experience from Vodafone. The first guy didn't know the availability of the product he was selling, nor who he was selling to. The second person via email was unable to run a quick check and instead had to schedule an awkward call back. And the third person on the phone didn't leave any messages and called from a Private Number.

Seems to be a lot of miscommunication going on at Vodafone, which leads me into my following question; has anyone had similar experiences with VF?

Other than this, I have no issue with them and will continue to use them as my ADSL provider into the foreseeable future.

[Apologies for the possibly soapy box thread - just thought this odd experience was worth the share and laugh]

-A.

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709 posts

Ultimate Geek

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Vodafone NZ

  # 1060032 5-Jun-2014 19:40
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Hi AidanS - thanks for taking the time to bring this to our attention. It definitely sounds like there were a few things that could have gone better in those interactions. It's always disappointing to hear stuff like this on the forum, and we'd like to make sure the correct teams receive feedback. If you could please PM me your customer info that'll be awesome.

I really sorry for the hassle - and the time you spent chasing this up.






456 posts

Ultimate Geek


  # 1060034 5-Jun-2014 19:44
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Demeter: Hi AidanS - thanks for taking the time to bring this to our attention. It definitely sounds like there were a few things that could have gone better in those interactions. It's always disappointing to hear stuff like this on the forum, and we'd like to make sure the correct teams receive feedback. If you could please PM me your customer info that'll be awesome.

I really sorry for the hassle - and the time you spent chasing this up.


Honestly wasn't a hassle, gave me good laugh after all ;).

I figured any feedback is good.

PMed.

Cheers!
Aidan.

 
 
 
 


38 posts

Geek


  # 1063626 11-Jun-2014 20:25
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 ...

Three days later I check my phone to see 2 missed calls from a private number. No messages left or any way for me to know who it is or how to contact them back. Luckily I managed to catch the third call. It was a CSR from VF getting ... 

... And the third person on the phone didn't leave any messages and called from a Private Number.

-A.


That's something that really riles me up about Vodafone (and other companies too) because private/blocked numbers so often mean bad news – hospital, etc trying to get in touch.

While I can understand not wanting to display the direct dial number for a particular CSR, surely as a telco Vodafone could:

 

  • implement an in-house rule that CSRs always leave a brief message even just along the lines of "Vodafone here, we'll call you back later" 
  • link all it's CSR's phones to display "Vodafone" as the caller ID (I'm sure most people will have 777 in their address book).
Slightly off-topic, apologies if it's a hijack.

Cheers, Gobit

6615 posts

Uber Geek
Inactive user


  # 1063645 11-Jun-2014 21:33
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Gobit:
 ...

Three days later I check my phone to see 2 missed calls from a private number. No messages left or any way for me to know who it is or how to contact them back. Luckily I managed to catch the third call. It was a CSR from VF getting ... 

... And the third person on the phone didn't leave any messages and called from a Private Number.

-A.


That's something that really riles me up about Vodafone (and other companies too) because private/blocked numbers so often mean bad news – hospital, etc trying to get in touch.

While I can understand not wanting to display the direct dial number for a particular CSR, surely as a telco Vodafone could:

 

  • implement an in-house rule that CSRs always leave a brief message even just along the lines of "Vodafone here, we'll call you back later" 
  • link all it's CSR's phones to display "Vodafone" as the caller ID (I'm sure most people will have 777 in their address book).
Slightly off-topic, apologies if it's a hijack.

Cheers, Gobit


You should always see 0800 800021 when Vodafone calls. If someone calls of their handset phone then it will be blocked. All desk and soft phones are the 0800.



456 posts

Ultimate Geek


  # 1063654 11-Jun-2014 21:55
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TimA: 

You should always see 0800 800021 when Vodafone calls. If someone calls of their handset phone then it will be blocked. All desk and soft phones are the 0800.


Well all 3 of my calls were Private numbers with no message left. Luckily I got the third call otherwise I would have mistaken the caller for somebody else whom in which I was expecting a call from.

-A.

6615 posts

Uber Geek
Inactive user


  # 1063669 11-Jun-2014 21:56
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AidanS:
TimA: 

You should always see 0800 800021 when Vodafone calls. If someone calls of their handset phone then it will be blocked. All desk and soft phones are the 0800.


Well all 3 of my calls were Private numbers with no message left. Luckily I got the third call otherwise I would have mistaken the caller for somebody else whom in which I was expecting a call from.

-A.


CSR must have dialed you from their cell.

38 posts

Geek


  # 1063681 11-Jun-2014 21:59
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G'day Tim

Hmmm, curious ... 

Had a spate of calls from Vodafone last year "Are you happy with your current plan ..." which were all from Private/BlockedNumbers, also this year CSRs returning my calls, and the Retention Team too.


Cheers, Gobit

 
 
 
 


383 posts

Ultimate Geek


  # 1064041 12-Jun-2014 13:22
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TimA:
You should always see 0800 800021 when Vodafone calls. If someone calls of their handset phone then it will be blocked. All desk and soft phones are the 0800.


Hey Tim,

I think some of the sales calls come from blocked numbers. The ones described here sound like sales calls follow ups.

Tim C




Please note: I have a professional bias towards Vodafone.

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