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'That VDSL Cat'
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  #1149340 7-Oct-2014 17:54
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zaptor: One of the things that irks me most is that level 1 will tend to make things up. What's wrong with simply stating "actually, I don't know what the real answer to your problem is", instead of pretending they have a deep technical understanding of how certain things work.

The level 2 level guys I've spoken to are much more, shall we say honest.

Seriously, if you just admit you've reached the limit of your technical expertise, and you really don't know what the problem is, then the next step (surely) is to either pass it onto someone else (level 2), or raise a ticket to keep track of the problem.

I hadn't called the VF service centre - for any technical problems, for some time, until just recently. I'd "forgotten" how bad they can be.


Ild love if callcenters were like this too.

Unfortunately it simply doesnt work like that.


I dont deal with Vodafone anymore, but unfortunately may be again soon.. 


I was recently at another callcenter, and shocked to see that their queue was so low after what friends at Vodafone experience, but Vodafone are simply so big it is somewhat expected in this day.


Snaps csrs are generally pretty good with me, they dont know the answer, they tend to find someone who does or go find out the answer. I also wont stand around and listen to obvious bullsh!t though, ill point it out, and push comes to shove.. Look towards speaking to a second person.




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Any comments made are personal opinion and do not reflect directly on the position my current or past employers may have.

 


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  #1149358 7-Oct-2014 18:16
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In the last few weeks I have rung their Contact Center several time to either update/change services, fix a problem, get some info etc. My experiences have been very good and without any hassles and would give them 10/10 for each time I have contacted them.




Mike

 

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The views stated in my posts are my personal views and not that of any other organisation.

 

He waka eke noa


 
 
 
 




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  #1149428 7-Oct-2014 19:34
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KiwiNZ: In the last few weeks I have rung their Contact Center several time to either update/change services, fix a problem, get some info etc. My experiences have been very good and without any hassles and would give them 10/10 for each time I have contacted them.


Will you are the exception. I have been with them for a long time, and have never had what you just described. I'm not saying I don't believe you, I think you may have got lucky. It takes multiple calls to get things done for me. I never got through last night and ended up sending them a message, am still without a TV service. I had to sell my wife Vodafone TV, she now wants sky back. I think it may be time to split my services. 2degrees, sky and not sure on Internet.

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  #1149433 7-Oct-2014 19:44
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waikariboy: Im over there customer support, moved from slingshot and we have our internet working, but the phone has not be ported over, have waited over 7 weeks, and still nothing called up 3 times and the 4 time we get a person that speaks half English and tells us that we didn't ordered the phone. So in the mean time we are getting billed from slingshot and vodafone!


@waikariboy still no DM from your with requested details,

Thanks

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  #1149437 7-Oct-2014 19:52
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I think the service one receives is a reflection of how one deals with the folks at the call center.




Mike

 

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He waka eke noa


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  #1149461 7-Oct-2014 20:11
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LOL, memories. It was just as bad as when I started at the new shiny TCL back in 2002 - integrating all the ex-Telstra Saturn services with the Clear services. By the time I (finally) left in 2005 it was barely even started. Here we are again, another merger 11 years later, and all the problems just keep happening. They never had enough people back then (I think I remember once in three years where no one was on a call) and it's just the same today.

Disclaimer: ex TCL employee (and glad about that). I have no issue with Vodafone's mobile arm - all good there. But anything ex-TCL is just ridiculous.

Someone earlier in this thread said "you're lucky they're open at 11:30 at night as not many are". That's very true. But all that's not much good if you have to spend 25+ minutes on hold trying to get to speak to someone, is it?

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  #1149477 7-Oct-2014 20:42
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KiwiNZ: I think the service one receives is a reflection of how one deals with the folks at the call center.


That's a pretty condescending view of the widespread complaints about VF's call centre wait times and the quality of the "support" provided. Your sentence can be read as nothing more (or less) than a blanket assertion that those who receive bad service from VF necessarily contributed to it.

In my experience, most of the VF staff answering phone calls are fantastic, in the sense that they are good at empathising, being polite, and I honestly never felt more than one or two of them read from scripts. As for the widespread complaints about the accents of some of the staff and them being hard to understand, truth be told it's time some NZers get used to accepting that most people (other than those who speak the Queen's English) speak with some kind of accent and the typical NZ, Pakeha accent isn't that pleasant on the ear either.

However, some staff members at VF do have serious integrity-related issues and will make promises that are never, ever fulfilled. The lowest point in my customer relationship was when I was subject to proven, personal abuse by a staff member (not on here but on their own forums) and had to be transferred 4 times before I could reach their complaints team and the complaints team member that took my complaint never reverted back and basically took no action. I had to insist on things to be escalated to their then head of complaints, who was pretty good.

Most of the time the only way to get quick, reliable action was to make a firm but polite post on the VF wall on Facebook and usually the response were fairly quick and efficient. What was always so frustrating is that the same issues constantly arose over and over, e.g. difficulties in getting rid of/changing credit cards used to make direct debit, My Account app/web interface not working, stupid/wrong charges appearing on my bills, change of plans that go disastrously wrong, and automated reminders that don't reflect the real situation which were spammed to me by text at stupid hours like 10pm.

I've said this before on here and elsewhere: in terms of giving me a good connection and good technical performance, I'd rate VF 9/10 for both mobile and fixed line stuff (I no longer use them to my personal mobile). In terms of the (personal) quality of most of their front line staff? I'll give them 7 to 8 out of 10. In terms of the ability to take on feedback, remedy constant recurring issues, and so forth, 2/10 is the most I'd give and 1 of those points is pure charity.



 
 
 
 


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  #1149487 7-Oct-2014 20:48
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dejadeadnz:
KiwiNZ: I think the service one receives is a reflection of how one deals with the folks at the call center.


That's a pretty condescending view of the widespread complaints about VF's call centre wait times and the quality of the "support" provided. Your sentence can be read as nothing more (or less) than a blanket assertion that those who receive bad service from VF necessarily contributed to it.

In my experience, most of the VF staff answering phone calls are fantastic, in the sense that they are good at empathising, being polite, and I honestly never felt more than one or two of them read from scripts. As for the widespread complaints about the accents of some of the staff and them being hard to understand, truth be told it's time some NZers get used to accepting that most people (other than those who speak the Queen's English) speak with some kind of accent and the typical NZ, Pakeha accent isn't that pleasant on the ear either.

However, some staff members at VF do have serious integrity-related issues and will make promises that are never, ever fulfilled. The lowest point in my customer relationship was when I was subject to proven, personal abuse by a staff member (not on here but on their own forums) and had to be transferred 4 times before I could reach their complaints team and the complaints team member that took my complaint never reverted back and basically took no action. I had to insist on things to be escalated to their then head of complaints, who was pretty good.

Most of the time the only way to get quick, reliable action was to make a firm but polite post on the VF wall on Facebook and usually the response were fairly quick and efficient. What was always so frustrating is that the same issues constantly arose over and over, e.g. difficulties in getting rid of/changing credit cards used to make direct debit, My Account app/web interface not working, stupid/wrong charges appearing on my bills, change of plans that go disastrously wrong, and automated reminders that don't reflect the real situation which were spammed to me by text at stupid hours like 10pm.

I've said this before on here and elsewhere: in terms of giving me a good connection and good technical performance, I'd rate VF 9/10 for both mobile and fixed line stuff (I no longer use them to my personal mobile). In terms of the (personal) quality of most of their front line staff? I'll give them 7 to 8 out of 10. In terms of the ability to take on feedback, remedy constant recurring issues, and so forth, 2/10 is the most I'd give and 1 of those points is pure charity.




Condescending? Not my intention, my ascertain was based on professional experience.




Mike

 

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The views stated in my posts are my personal views and not that of any other organisation.

 

He waka eke noa


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  #1149512 7-Oct-2014 21:02
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Scotty1986:
KiwiNZ: In the last few weeks I have rung their Contact Center several time to either update/change services, fix a problem, get some info etc. My experiences have been very good and without any hassles and would give them 10/10 for each time I have contacted them.


Will you are the exception. I have been with them for a long time, and have never had what you just described. I'm not saying I don't believe you, I think you may have got lucky. It takes multiple calls to get things done for me. I never got through last night and ended up sending them a message, am still without a TV service. I had to sell my wife Vodafone TV, she now wants sky back. I think it may be time to split my services. 2degrees, sky and not sure on Internet.


My more recent experience is the same as KiwiNZ so clearly there is more than one of what you call "the exception". I don't believe it is luck because the service has gradually got better for me. From an average forty minute wait a few years ago to average seven minute wait the last few times I called.

I'm a long time customer plus I've had to use phone support for Paradise (dial-up), Telstra Clear (cable) and Vodafone (cable). I've been very frustrated at times so I've been pleasantly surprised of late.

Having said that, I still find it incredible that a major ISP has difficulty improving the wait and resolution times. I would expect the accuracy of resource planning to improve with a larger customer base and more calls coming in. So why do other ISPs seem to do better? Or don't they?

[Edit: Corrected name of poster]

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  #1149516 7-Oct-2014 21:12
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The way I see it, if they couldn't sort wait times out in 2005, and here we are in 2014 with things still the same (yet the company is a lot bigger)...if they haven't improved in 9 years, well, what to expect?

My frustrations (when I worked there) included the same things getting broken over and over yet lessons are rarely learned. Rostering system driving the phone-answering staff insane (yes, it was that bad). Ineffective managers who weren't technical and often would say if you asked them a question something like "I don't know, I'm just your manager." Awesome, yet you got the job...how?
All of this was hard for me to sit by and watch being an ex-Paradise staff member - an awesome company who actually knew how to do things right.

I could go on, easily, but I won't, as I don't want to sound like I'm whining.

mdf

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  #1149521 7-Oct-2014 21:19
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I've had really mixed results with Vodafone's call center. I either speak to someone brilliant, who knows what they're talking about and really helpful, or the complete opposite - ill-informed, unhelpful and (especially) makes promises about calling back that are never fulfilled.

My 2 cents - the best development in call centers ever is IRD's "we can't take your call right now, but please leave your details and we'll call you back" - and then actually doing it - rather than forcing you to hold. My patience is all worn out after stewing on hold with nothing to keep me company but my particular problem (and Bic Runga) for 20 minutes. But phone me back the same 20 minutes later and I'm all smiles and happiness because it actually happened.

The VF guys on here are brilliant though.

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  #1149524 7-Oct-2014 21:21
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i must be a glutton for punishment... here i am looking to gain such a role.

maybe my opinions about it are a bit off centre, but only one way imma learn that one..... 




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  #1149534 7-Oct-2014 21:40
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KiwiNZ:
Condescending? Not my intention, my ascertain was based on professional experience.


If you are going to defend such a blanket and broad assertion, you need to do a lot better than a poorly written appeal to authority.



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  #1149544 7-Oct-2014 21:58
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dejadeadnz:
KiwiNZ:
Condescending? Not my intention, my ascertain was based on professional experience.


If you are going to defend such a blanket and broad assertion, you need to do a lot better than a poorly written appeal to authority.




Say what now??




Mike

 

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The views stated in my posts are my personal views and not that of any other organisation.

 

He waka eke noa


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  #1149546 7-Oct-2014 22:01
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KiwiNZ:
dejadeadnz:
KiwiNZ:
Condescending? Not my intention, my ascertain was based on professional experience.


If you are going to defend such a blanket and broad assertion, you need to do a lot better than a poorly written appeal to authority.




Say what now??


Please dont eat each other on this thread.
I myself have called up a few times even when staff. Usually a 5-10 minute wait. Thats fine by my terms, I would either get a decent CSR or average one. The odd one i would actually have to explain to them how to do something i want on the billing system.



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