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437 posts

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#153851 9-Oct-2014 19:03
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I've had the need to phone Vodafone on several occasions over the past week, made some changes to change my consumer red plan to a business red plan with the additional of a local number on my mobile.

The plan change was actioned on Thursday 2nd Oct, approximate hold times on each of two calls, around 30 minutes, fortunately I took advantage of the call back function, call centre advised extremely busy due to the iPhone 6, could a new phone release really impact a call centre that much, do they not anticipate demand?

I advised the call centre rep who made my plan change, that I had business cards and other printing on hold awaiting a local number, and was advised it should take no longer than 5 days total.

Having not heard anything, I phoned Vodafone again today, very helpful gentleman advised that the request for a local number had only been placed today, a full 7 days later!
Was advised something along the lines of the request was coming from the sales team, and they are not known for being reliable.

He's advised that it should be done by tomorrow and to call back after 10:30am, I sense I will be furious if its not complete then.

No wonder Vodafone's call centre is busy, customers repeatedly calling to chase requests which aren't being actioned, I still can't believe that a team within Vodafone sat on my local number application for 7 days before submitting it!!



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  #1150900 9-Oct-2014 19:42
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When i was there they were trying very hard to reduce repeat call volume.
Didnt work too well.

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  #1150904 9-Oct-2014 19:49
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@gmball can you DM me your mobile number tomorrow so we can look into where things went wrong

Thanks

 
 
 
 


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  #1150916 9-Oct-2014 20:28
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I tend to get really hit or miss, usually it's great well spoken service but today after waiting for an hour on hold to work out my singing up for vdsl, the guy I got couldn't speak English very well or understand me so half the conversation was me saying pardon or him saying pardon. >.>

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  #1150985 9-Oct-2014 22:46
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TimA: When i was there they were trying very hard to reduce repeat call volume.

Me too (my comment refers to ex-TCL).

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  #1150997 9-Oct-2014 23:42
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quickymart:
TimA: When i was there they were trying very hard to reduce repeat call volume.

Me too (my comment refers to ex-TCL).


Well if they are still trying it didnt work well the first time.



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Ultimate Geek


#1151156 10-Oct-2014 10:44
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johnr: @gmball can you DM me your mobile number tomorrow so we can look into where things went wrong

Thanks


Johnr has waved his magic wand and my local number on mobile is now live! 

Thanks!

If only there were more Johnr's working at Vodafone :-) 

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  #1151165 10-Oct-2014 10:54
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gmball:
johnr: @gmball can you DM me your mobile number tomorrow so we can look into where things went wrong

Thanks


Johnr has waved his magic wand and my local number on mobile is now live! 

Thanks!

If only there were more Johnr's working at Vodafone :-) 


Can we not clone him?





 
 
 
 


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  #1151209 10-Oct-2014 11:26
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Geektastic: Can we not clone him?


Have you seen that movie Gremlins from the 80s? No reason...

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#1151215 10-Oct-2014 11:32
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VodafoneDylan:
Geektastic: Can we not clone him?


Have you seen that movie Gremlins from the 80s? No reason...


Thanks I think......

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  #1151470 10-Oct-2014 18:09
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VodafoneDylan:
Geektastic: Can we not clone him?


Have you seen that movie Gremlins from the 80s? No reason...
]

As long as we don't get him wet..

PS Seen it?! I was there when it came out!!





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  #1151499 10-Oct-2014 19:32
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johnr:
VodafoneDylan:
Geektastic: Can we not clone him?


Have you seen that movie Gremlins from the 80s? No reason...


Thanks I think......


Please don't feed John after midnight. :-)




Check out my LPFM Radio Station at www.thecheese.co.nz cool


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  #1151502 10-Oct-2014 19:50
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Geektastic:
VodafoneDylan:
Geektastic: Can we not clone him?


Have you seen that movie Gremlins from the 80s? No reason...
]

As long as we don't get him wet..

PS Seen it?! I was there when it came out!!


Not sure if this is a pun or my brain is broken.

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  #1151503 10-Oct-2014 19:52
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John is a good helpful man (as is Tim), but I maintain that they shouldn't need to get involved to fix problems like this - the person who answers the phone call should take ownership of the issue/request and fix/action it (or follow it to completion, if they can't process it themselves).

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  #1151506 10-Oct-2014 20:03
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quickymart: John is a good helpful man (as is Tim), but I maintain that they shouldn't need to get involved to fix problems like this - the person who answers the phone call should take ownership of the issue/request and fix/action it (or follow it to completion, if they can't process it themselves).


Exactly my views on it.

its a benefit that there are people like above, it pains me to see threads like "looking for TimALike support" "contact centre is failing to get this simple issue resolved" etc.


Given, these are probably the worst cases we hear, and due to call volumes it may not be a large proportion but it is still too many in my opinion. 


I say well done to any employee who tries to do this, its not like they are doing it while on a call, it is their own time generally! that is going the extra mile and then some and should be commended!




#include <std_disclaimer>

 

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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  #1151529 10-Oct-2014 20:37
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I would like to congratulate Vodafone on their service.
I recently moved house and the new sky dish was installed within 3 days of my request and the phone and internet were connected on the day of the move.

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