[WXC/VFX] not so great customer support experience

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thoreau

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#15596 30-Aug-2007 15:44

Like most people in this forum I think the customer service of Xnet/VFX is generally remarkable but recently my experience has become nearly telstraesque. I might be the only one with such an experience but thought I share this anyway.

I have been using VFX for five months and for every one of these 5 months I have been overcharged often around 100% of the actual costs. This came from being charged mobile rates to two or three numbers in Europe I call regularly. So far having to deal with customer support every month has been just a nuisance rather than a problem since it was dealt with quickly. However, after each month I have been told the problem will be fixed and while I appreciate it might be complicated to sort out some of these things, I feel 5 months should be plenty of time to correct this especially since these are numbers none of the providers in New Zealand I have used before had problems with (including telecom, telstra, various phone cards etc).

This month I have called and emailed customer support several times and also contacted operations and still do not know what my credit is, nor has it been acknowledged that the issue itself is being looked at.

Maybe VFX is growing too fast to keep up the customer support they have had so far but five months to fix this seems like a long time to me.

exportgoldman

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#84468 30-Aug-2007 15:58

I have a similar problem, but in my favour. I have a work and home DSL account. I get charged the GB usage for both as seperate line items correctly, but only one of the lines is being charged for, for the base DSL charge.

I've told them this a few times, but well, why chase a company that already knows they are giving me stuff for free, and keeps doing it!

Tyler - Parnell Geek - iPhone 3G - Lenovo X301 - Kaseya - Great Western Steak House, these are some of my favourite things.

Glazza

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#84472 30-Aug-2007 16:12

I totally agree. I have never had a correct bill from WxC, an although each time they ensure me they have fixed the issue, it occurs the next month.

Last month I got the local call billing, which they said they would credit me back, however they were also billing local calls as tolls (ie when I called a local Napier number I was been billed for calling a Palmerton North Number) - I was advised that the operations team would need to look at this, and some one would get back to me... two weeks later, no one has got back to me.

Little bit disappointing, considering the service is generally pretty good.

maverick

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WorldxChange

#84636 31-Aug-2007 10:51

Okay Guys as we said we appreciate the feedback good and the bad and this is your time to express the bad, first let me say billing is hardest part of our business we try to get it right...damn hard as my billing guys tell me but there can be issues, yours Mario is the trickiest I'm afraid and I won't go into specifics as to why, but this is what we will do for the 3 items listed here.

Mario- Please PM your account details and the numbers that you believe are Swiss Land Lines and not mobiles I am passing this directly to my sales Guys who are going to check your account each month before it goes out for this issue untill we can get it resolved, we know what it is and it's not a fix we can apply due to the nature of the billing process, changes are coming to address this and other but they are not here yet sorry.
Tyler, thanks for the heads up just had my billing guy eyeball your account and we will be catching up with you real soon
David, the number I believe you are talking about is an anomaly the number 06650xxxx is not in our register and we have not received any notification of who this number belongs to and what region, so what is happening it is falling back to the next Logical Number Block that matches 06 - Palmerston North, we have now found that this number range belongs to a new company called Airnet and will be adding them into our billing, the problem here is that we actually without notification of this number range being live we could block calls , as you would have seen early on with other carriers not opening up our number ranges, we don't do that and allow the 06 xxx xxxx number range to be passed however not having been informed this 06650xxxx number range is now live and assigned to Airnet in the Napier region makes it awfully hard to guess what area a number should be in.

So basically what I get back to is billing is pretty hard most things work pretty well but sometimes things don't go as well, but we do listen and try to fix them, they can be complicated and hard to explain to customers there is a lot of backend processes that go into to billing not that it should something you worry about as it's our responsibility, all you want is a correct bill and all we want to do is to bill correctly.

So finally working hard everyday to make things right and keep our customers happy.

Regards
Phil Moore
Operations Manager
WorldxChange Communications

Yes I am a employee of WxC (My Profile) ... but I do have my own opinions as well

https://www.facebook.com/wxccommunications

exportgoldman

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#84682 31-Aug-2007 16:03

I don't know if I should thank you or not Phil :-) Should have keep my mouth shut hehe. Seriously though, good work.

Tyler - Parnell Geek - iPhone 3G - Lenovo X301 - Kaseya - Great Western Steak House, these are some of my favourite things.