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62 posts

Master Geek


#153875 10-Oct-2014 20:21
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Hi,

Do Vodafone always put their potential customer on-hold for over 20 minutes? I phoned at 7.40pm today so it is near cut-off hour but at least if Vodafone don't want to take the call, at least say so instead of wasting my time. 

Paul

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2611 posts

Uber Geek


  #1151523 10-Oct-2014 20:25
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See the 'Wow VF customer service has taken a dive' currently trending :(

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  #1151524 10-Oct-2014 20:30
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Is that all? I've had to call four times in the last month and been on hold for about half an hour one night at around 9:30pm (dont know of any cut off hour), 45 mins another time, and twice used the call back service because the wait times were over an hour, though both took an hour and a half to call me back.

 
 
 
 




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Master Geek


  #1151525 10-Oct-2014 20:33
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I did hanged up after 20 minutes but i would have been on hold for a bit longer. Anyway I won't be using Vodafone for broadband as I hate customer service like this. 

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  #1151533 10-Oct-2014 20:44
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pseudogeek2009: Hi,

Do Vodafone always put their potential customer on-hold for over 20 minutes? ... 


If you are a "potential customer" rather than a customer, what does VF have that other ISPs don't?
If you want cable, you have no other option.
If you want anything else, you are spoiled for choice..




Sideface


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  #1151543 10-Oct-2014 21:01
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Telcos could quadruple their Contact Center staff levels, are you prepared to pay quadruple the price?




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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  #1151557 10-Oct-2014 21:20
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KiwiNZ: Telcos could quadruple their Contact Center staff levels, are you prepared to pay quadruple the price?


Yep if that was how cost allocation worked in the real world. Support costs are not 100% of the cost of the product so why would the cost quadruple? You are being obtuse.

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  #1151563 10-Oct-2014 21:27
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Handle9:
KiwiNZ: Telcos could quadruple their Contact Center staff levels, are you prepared to pay quadruple the price?


Yep if that was how cost allocation worked in the real world. Support costs are not 100% of the cost of the product so why would the cost quadruple? You are being obtuse.


No need to be insulting




Mike

 

Consultant

 


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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  #1151564 10-Oct-2014 21:28
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@kiwinz. what a waste of time comment. this shows you know nothing about running a business

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  #1151568 10-Oct-2014 21:29
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he wasnt being insulting. you're just embarrassed about what you said now, cos it was pretty dumb.

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  #1151570 10-Oct-2014 21:32
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KiwiNZ:
Handle9:
KiwiNZ: Telcos could quadruple their Contact Center staff levels, are you prepared to pay quadruple the price?


Yep if that was how cost allocation worked in the real world. Support costs are not 100% of the cost of the product so why would the cost quadruple? You are being obtuse.


No need to be insulting


I am sorry if you feel insulted. Can you please explain why the price would quadruple?



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Master Geek


  #1151573 10-Oct-2014 21:35
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KiwiNZ: Telcos could quadruple their Contact Center staff levels, are you prepared to pay quadruple the price?


Well, they could have added a callback service instead of putting people on-hold. Anyway by reading the forum, they seems to have issues with their call center. Anyway I always had a good customer service from Spark and rarely I waited for over 20 minutes. In the past, Spark service was a bit shoddy but has improved since then in my opinion. As for the reason why I was considering Vodafone was UFB and the free Sky offer for 6 months but my internet is also important so I don't want to experience the bad quality of service that I had with Orcon over two years ago.

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  #1151575 10-Oct-2014 21:38
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pseudogeek2009:
KiwiNZ: Telcos could quadruple their Contact Center staff levels, are you prepared to pay quadruple the price?


Well, they could have added a callback service instead of putting people on-hold. Anyway by reading the forum, they seems to have issues with their call center. Anyway I always had a good customer service from Spark and rarely I waited for over 20 minutes. In the past, Spark service was a bit shoddy but has improved since then in my opinion. As for the reason why I was considering Vodafone was UFB and the free Sky offer for 6 months but my internet is also important so I don't want to experience the bad quality of service that I had with Orcon over two years ago.


Vodafone do have a call back service but I think it's only on mobile. Johnr could say for sure.

All the telcos have problems, I had a billing problem when I left spark that took 6 months and a TDR complaint to resolve. It does appear from the outside that Vodafone are struggling with the Telstra Clear integration.

FYI I am a happy Vodafone customer but I haven't had to call support recently.

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  #1151577 10-Oct-2014 21:41
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Handle9:
KiwiNZ:
Handle9:
KiwiNZ: Telcos could quadruple their Contact Center staff levels, are you prepared to pay quadruple the price?


Yep if that was how cost allocation worked in the real world. Support costs are not 100% of the cost of the product so why would the cost quadruple? You are being obtuse.


No need to be insulting


I am sorry if you feel insulted. Can you please explain why the price would quadruple?


Dear god it was not supposed to be a literal calculation of the cost/price correlation. It was to example that cost would definitely increase if staff levels were set to meet peaks as opposed to average queue numbers and wait times. Those cost increases would have to be passed on, thus the question regarding preparedness to pay more




Mike

 

Consultant

 


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

 

He waka eke noa


'That VDSL Cat'
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  #1151578 10-Oct-2014 21:45
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Its slay the Vodafone week this week!

whos next to pick up the sledge hammer?


more to the point of your post, it does sound odd you were on hold for 20 mins.. maybe the csr was having a difficult time finding the correct answer for you, it was after 7 on a friday night afterall.





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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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  #1151580 10-Oct-2014 21:46
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When I worked at TCL Faults they doubled their staff (but not the price) however they still couldn't meet the demand. Telstra Saturn (from memory) used to aim to abandon 20% of their incoming calls.

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