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ckc

ckc

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#154628 3-Nov-2014 09:50
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In the queue for 25 minutes on a Monday morning. Already had one failed call because the guy on the other end of the phone couldn't hear me because of "a loud noise" on my end of the line, although to be fair to me I had to ask him to repeat himself several times because he kept cutting out, so I don't think the issue was on my end.

So if Spark was bad, this is taking the piss. It underlines why I wanted to avoid both of these companies, but I end up having to do something with Vodafone. We signed up last week, so it's been seven days. I'm pretty much out of mobile data and have to buy more (conveniently with Vodafone), and I check the installation order today and find out that without me even saying anything the CSR had put 7th November as an install date. Which is awesome, because I'm probably not going to be available on that day to wait in for a VF tech.

Got through and the guy on the other end of the line (in NZ this time) couldn't find the order number, because it wasn't in the system. Had to ring someone else to find out about the order because it either wasn't in the system or hadn't been updated. Then there was another 5 minutes on hold before he finally told me that it's going to be another week before anyone gets around to installing things - 10th November. So great, because I'm not going to be here, but fourteen days to get it installed? That's a damn joke. I was supposed to get a text telling me when this was sorted out, but that didn't happen either.

So we have an initial sales call that took twice as long as it should have taken because of the poor quality of the line (we won't go into the CSR having trouble with the street names in Te Reo, because she did her best). Then there's no updates. If I hadn't called today, I wouldn't have had an update. The order number isn't in the system. The outsourced call centre workers are on the worst quality line, and we can't hear each other. Even when we can hear each other, they have trouble understanding the place names.

And then there's a two week wait for someone to come and spend half an hour to come and plug in a damn cable modem.
No one has sorted out billing yet. I don't know when I have to pay, or how I'm paying. The customer portal the sales CSR was so keen for me to get signed up to contains no information at all - because I have to plug in an account number and I don't have that.

I'm not given any information, there's no updates, no one is coordinated, it takes half an hour to get any information from people, if those people can hear each other. Hey, I think I know why Vodafone is haemorrhaging money!

I'm seriously thinking of cancelling this and moving our cellphones away, because this is ridiculous. I'm prepared to wait, but I don't think I should be treated with contempt and then be locked into a 12 month contract. If they can't get this stuff right at the outset, and if I'm in the dark from the word go, if communication is awful even on the sales side, then what's it going to be like if it doesn't work and it's $199 to cancel?

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nakedmolerat
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  #1167344 3-Nov-2014 09:56
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You do have a choice.

Do whatever pleases you.





ckc

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  #1167348 3-Nov-2014 10:03
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The choice is put up with this from Vodafone or wait for the convoluted, lengthy UFB install process. Which is also a bit of a shambles. Or find out the status of the copper line, which I don't think is installed here, and then pay someone to do the same as Vodafone, which involves a wait for that process to complete.

These aren't active, competitive, free market choices. These are take it or leave it choices.

First world technology, third world processes.

 
 
 
 


MikeB4
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  #1167349 3-Nov-2014 10:06
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Third world.... No

ckc

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  #1167352 3-Nov-2014 10:14
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KiwiNZ: Third world.... No


Yeah, you're right. In the third world I could bribe someone and get it done today.

MikeB4
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  #1167355 3-Nov-2014 10:19
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ckc:
KiwiNZ: Third world.... No


Yeah, you're right. In the third world I could bribe someone and get it done today.


No you would be more concerned where your next meal was coming from or how to get shelter that night and be alive in the morning

ckc

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  #1167360 3-Nov-2014 10:23
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Leaving aside your sense of humour bypass, if you've been to the developing world, you'll know what an insult that is to hardworking people in urban areas who, contrary to your expectations, actually enjoy things like jobs and internet connectivity. Your impression that the third world is full of people in tents with flies on their faces, garnered from news clips, is fundamentally wrong.

But this isn't about you being sheltered or your inability to detect hyperbole. It's about Vodafone sucking.

MikeB4
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  #1167364 3-Nov-2014 10:31
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Monday morning from my experience is never a good time to ring Call Centers especially Tech support and alike. It is traditionally a high volume a time, some of the support teams I have managed would receive more calls during a Monday morning than they would receive for the remaining week. I would only ring that time if it were mission critical.


As for your ideas of my view of third world is so wrong as to be laughable. But that is for you.

 
 
 
 


ckc

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  #1167373 3-Nov-2014 10:37
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I used to TM in a fault centre. Peak times are late afternoon/early evening. People generally don't have time to call from work on Monday morning and wait on hold, but they have all the time in the world in the evening.

Half hour hold times at any time of the day aren't acceptable.

sbiddle
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  #1167374 3-Nov-2014 10:38
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If you'd read any of the numerous other threads complaining about Vodafone's customer service right now you'd know your problems aren't unique.

If you don't like the service then move - you're in a free market and have that option.





ckc

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  #1167378 3-Nov-2014 10:46
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sbiddle: If you'd read any of the numerous other threads complaining about Vodafone's customer service right now you'd know your problems aren't unique.

If you don't like the service then move - you're in a free market and have that option.






Yeah, but none on installs, I noticed. Or I missed. The principle that you get it right in the period the customer has the choice to not become a customer is bypassing them.

I'm kind of stuck with VF for now though. Free market choice of getting copper installed would cost a lot.

Batman
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  #1167386 3-Nov-2014 10:56
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third world, no. welcome to large organizations.

i was in australia and just about every service i tried to get had the same problems.

had a whole log book of my ref numbers everything. there are times where my ref numbers didn't work but 3 months later a letter comes requiring more information etc ...

we're lucky there's only 4 million people here - you are less of a statistic, but still are one nonetheless




Involuntary autocorrect in operation on mobile device. Apologies in advance.


dacraka
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  #1167420 3-Nov-2014 11:03
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sbiddle: If you'd read any of the numerous other threads complaining about Vodafone's customer service right now you'd know your problems aren't unique.

If you don't like the service then move - you're in a free market and have that option.



Unless you are stuck in a contract (just signed up for 12 months and they stuffed up my offer that they offered me for signing up for those 12 months), nearly two hours on the phone with them and it still hasn't been resolved - extra $45 on my bill which shouldn't be there! Talked to about four different CSR's about this too, but it just keeps getting passed around, re-explaining everything to nearly each one of them is very annoying as you can imagine.

Inphinity
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  #1167422 3-Nov-2014 11:03
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Vodafone have been struggling for a while, in my experience, when it comes to their call centres and support processes. There seems to be some huge internal issues around which systems are used for which customers on which products, and then which staff are able to help you. It's a far cry from the VF of a few years ago, imo.

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  #1167449 3-Nov-2014 11:10
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Inphinity: Vodafone have been struggling for a while, in my experience, when it comes to their call centres and support processes. There seems to be some huge internal issues around which systems are used for which customers on which products, and then which staff are able to help you. It's a far cry from the VF of a few years ago, imo.


have to agree. they must have gotten bigger than they can handle. I have to say though, once upon a time when Telecom monopolised everything they had the best customer service. not sure how they managed that.

i suppose life (tech) wasn't as complicated back then.

telephone not working? let me send someone out - oh the jack was pulled out. it's now plugged back in. anythnig else sir?




Involuntary autocorrect in operation on mobile device. Apologies in advance.


ckc

ckc

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  #1167451 3-Nov-2014 11:12
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joker97: third world, no. welcome to large organizations.

i was in australia and just about every service i tried to get had the same problems.

had a whole log book of my ref numbers everything. there are times where my ref numbers didn't work but 3 months later a letter comes requiring more information etc ...

we're lucky there's only 4 million people here - you are less of a statistic, but still are one nonetheless


Well, Sky, boom, and we have a selection of times over the next four days.

Similarly, the companies I've worked for have had rock solid sales processes and ringfenced teams with multiple areas of speciality for difficult installs. Never give a new customer a refurbed box, separate the install and repair duties so installs can take priority, create priority queues that can be accessed by TMs and ringfenced teams. These were much bigger than VF too. They also involved mergers from different systems, so it's not like VF can use the merger as an excuse. Also, it was never this bad under Telstra.

I went through several mergers, and it wasn't ever this bad, although they did start progressively treating staff and customers worse, intentionally, as the company got bigger. And I guess I expect the kind of service that we gave. But two weeks is a long time.

Edit: and actually, it's not even the time. It's the lack of communication and the lack of cohesion, and the idea that everything is outsourced, even sales. I know it's cynical to do what Spark do, keep sales in-country and outsource everything else, but it means that the sales process goes smoother. Then when you're locked into a contract you can deal with the crappy customer service. :P

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