Geekzone: technology news, blogs, forums
Guest
Welcome Guest.
You haven't logged in yet. If you don't have an account you can register now.




435 posts

Ultimate Geek
+1 received by user: 135


Topic # 147014 5-Jun-2014 19:32
Send private message

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.

Filter this topic showing only the reply marked as answer Create new topic
698 posts

Ultimate Geek
+1 received by user: 399

Trusted

  Reply # 1060032 5-Jun-2014 19:40
3 people support this post
Send private message

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.






435 posts

Ultimate Geek
+1 received by user: 135


  Reply # 1060034 5-Jun-2014 19:44
Send private message

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
+1 received by user: 4


  Reply # 1063626 11-Jun-2014 20:25
One person supports this post
Send private message

 ...

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

5245 posts

Uber Geek
+1 received by user: 1484

Trusted

  Reply # 1063645 11-Jun-2014 21:33
Send private message

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.



435 posts

Ultimate Geek
+1 received by user: 135


  Reply # 1063654 11-Jun-2014 21:55
Send private message

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.

5245 posts

Uber Geek
+1 received by user: 1484

Trusted

  Reply # 1063669 11-Jun-2014 21:56
One person supports this post
Send private message

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
+1 received by user: 4


  Reply # 1063681 11-Jun-2014 21:59
Send private message

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

371 posts

Ultimate Geek
+1 received by user: 124


  Reply # 1064041 12-Jun-2014 13:22
Send private message

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.

Filter this topic showing only the reply marked as answer Create new topic



Twitter »

Follow us to receive Twitter updates when new discussions are posted in our forums:



Follow us to receive Twitter updates when news items and blogs are posted in our frontpage:



Follow us to receive Twitter updates when tech item prices are listed in our price comparison site:





News »

Air New Zealand experiments with blockchain technology
Posted 23-Nov-2017 15:39


Symantec selects Amazon Web Services to deliver cloud security
Posted 23-Nov-2017 10:40


New Zealand Ministry of Education chooses Unisys for cloud-based education resourcing management system
Posted 22-Nov-2017 22:00


Business analytics software powers profits for NZ wine producers
Posted 22-Nov-2017 21:52


Pyrios strikes up alliance with Microsoft integrator UC Logiq
Posted 22-Nov-2017 21:51


The New Zealand IT services ecosystem - it's all digital down here
Posted 22-Nov-2017 21:49


Volvo to supply tens of thousands of autonomous drive compatible cars to Uber
Posted 22-Nov-2017 21:46


From small to medium and beyond: Navigating the ERP battlefield
Posted 21-Nov-2017 21:12


Business owners: ERP software selection starts (and finishes) with you
Posted 21-Nov-2017 21:11


Why I'm not an early adopter
Posted 21-Nov-2017 10:39


Netatmo launches smart home products in New Zealand
Posted 20-Nov-2017 20:06


Huawei Mate 10: Punchy, long battery life, artificial intelligence
Posted 20-Nov-2017 16:30


Propel launch Disney Star Wars Laser Battle Drones
Posted 19-Nov-2017 21:26


UFB killer app: Speed
Posted 17-Nov-2017 17:01


The case for RSS — MacSparky
Posted 13-Nov-2017 14:35



Geekzone Live »

Try automatic live updates from Geekzone directly in your browser, without refreshing the page, with Geekzone Live now.



Are you subscribed to our RSS feed? You can download the latest headlines and summaries from our stories directly to your computer or smartphone by using a feed reader.

Alternatively, you can receive a daily email with Geekzone updates.