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727 posts

Ultimate Geek
+1 received by user: 6


  Reply # 1188141 3-Dec-2014 18:06
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Crazy waiting times and still waiting lets see how long this will take




               The Biggest and the Best.

'That VDSL Cat'
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Spark
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  Reply # 1188190 3-Dec-2014 18:45
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cws82us:

Crazy waiting times and still waiting lets see how long this will take


Is this not what the callback feature is for....




#include <std_disclaimer>

 

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


727 posts

Ultimate Geek
+1 received by user: 6


  Reply # 1188192 3-Dec-2014 18:48
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hio77:
cws82us:

Crazy waiting times and still waiting lets see how long this will take


Is this not what the callback feature is for....


I been on hold with no callback feature nothing Gee coming up to 2 hrs now




               The Biggest and the Best.

470 posts

Ultimate Geek
+1 received by user: 85


  Reply # 1188220 3-Dec-2014 19:41
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Have a look at https://www.facebook.com/vodafoneNZ the comments section says it all i been scrolling for ages now and im still only 8hrs ago. Straight out terrible service.

3712 posts

Uber Geek
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  Reply # 1188276 3-Dec-2014 21:20
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That's what I said before...lots of angry, hateful comments on there from people who have spent hours on hold, in some cases to ask for something as simple as a plan change. It doesn't get done/gets screwed up, and this necessitates yet another call to try and sort it, with yet more wait time.
A pity, as Vodafone (mobile, anyway) used to have excellent customer service, whereas I always felt TCL was rather mediocre.

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  Reply # 1188291 3-Dec-2014 21:57
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Its easy to get a skewed view, after the numbers reporting poor service experiences here would amount to a tiny percentage of VF's customer base. Similar to FB responses.

After all customers with nothing to complain about seldom post positive stuff.




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

 

 It's our only home, lets clean it up then...

 

Take My Advice, Pull Down Your Pants And Slide On The Ice!

 

 


ckc

321 posts

Ultimate Geek
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Inactive user


  Reply # 1188294 3-Dec-2014 22:00
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Maybe if they spent less money on crap gimmicks like the sailing stuff, music awards and the rest of it, they'd be able to marginally improve customer service. You know, trying to be a telco first and a brand second might work.

This is totally the way Virgin Media went.

That Facebook page is shocking. There's a negative comment from a different person literally every 10 to 15 minutes.

3712 posts

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  Reply # 1188296 3-Dec-2014 22:13
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KiwiNZ: Its easy to get a skewed view, after the numbers reporting poor service experiences here would amount to a tiny percentage of VF's customer base. Similar to FB responses.

After all customers with nothing to complain about seldom post positive stuff.

Maybe, but (as ckc points out) when the comments keep coming, and coming, and coming...from different people, all the time...it sure makes you wonder.

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  Reply # 1188306 3-Dec-2014 22:40
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shrub: Have a look at https://www.facebook.com/vodafoneNZ the comments section says it all i been scrolling for ages now and im still only 8hrs ago. Straight out terrible service.


Just had a look through the complaints - holy crap; sure, our Facebook page for the organisation I work for have whiners but it is never something approaching what I've seen on Vodafone's page! Worst part, I thought the call centre for NZ located in NZ so how on earth do you get staff who have such appalling English skills? How about hiring people who can do the job rather than people willing to put up being used and abused by the organisation then happy that they have a pay check each week - it is the only reason why such an employment decision would be made that I can think of besides obvious bias.




Laptop: MacBook Pro (15-inch, 2017)
Desktop: iMac (27-inch, 2017)
Smartphone: iPhone X 256GB 'Space Grey'
Additional devices: Unifi Security Gateway, Unifi Switch, Unifi AP AC HD, Unifi Cloud Key, Apple TV 4K 64GB
Services: iCloud, YouTube Premium, Apple Music, Wordpress, Skinny

 




242 posts

Master Geek
+1 received by user: 29


  Reply # 1188311 3-Dec-2014 22:54
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kawaii:
shrub: Have a look at https://www.facebook.com/vodafoneNZ the comments section says it all i been scrolling for ages now and im still only 8hrs ago. Straight out terrible service.


Just had a look through the complaints - holy crap; sure, our Facebook page for the organisation I work for have whiners but it is never something approaching what I've seen on Vodafone's page! Worst part, I thought the call centre for NZ located in NZ so how on earth do you get staff who have such appalling English skills? How about hiring people who can do the job rather than people willing to put up being used and abused by the organisation then happy that they have a pay check each week - it is the only reason why such an employment decision would be made that I can think of besides obvious bias.


Only some of the service desk is in NZ. Times I've spoken to them I usually get a Philippino accent and when I ask they're in Manila. I like and respect Philippinos, they're generally nice people but here they're still outsourced call centre workers with a physical and logistical disconnect from VF in NZ. It simply doesn't work.




I reject your reality and substitute my own!
- Adam Savage, Mythbuster

ckc

321 posts

Ultimate Geek
+1 received by user: 107
Inactive user


  Reply # 1188352 3-Dec-2014 23:28
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Well, my partner was supposed to get a $19 free credit for moving over her number and signing up to the whatever plan it was that costs $19 a month, and she called the call centre today. Apparently the woman on the other end of the phone couldn't quite grasp the concept.

"I got sent a text that said if I moved my number to Vodafone, I'd get a $19 credit."
"No, you have to top up."
"No, I got a text that said I'd get a free $19 credit if I moved my number to Vodafone."
"No, you have to top up. In order to make calls or sign up to a regular plan, you have to have credit."
"But the text..."

Etc.

I would say it's just the outsourced guys, so we'd be better off with someone else, but 1) it's prepay, who cares as long as it works, and 2) Spark outsource their faults too (although they sneakily have their sales team in NZ), and 3) 2degrees have NZ call centres, and they're entirely staffed by morons. Geography can't account for people who don't listen or don't care.

1362 posts

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  Reply # 1188357 3-Dec-2014 23:42
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Jonski:
kawaii:
shrub: Have a look at https://www.facebook.com/vodafoneNZ the comments section says it all i been scrolling for ages now and im still only 8hrs ago. Straight out terrible service.


Just had a look through the complaints - holy crap; sure, our Facebook page for the organisation I work for have whiners but it is never something approaching what I've seen on Vodafone's page! Worst part, I thought the call centre for NZ located in NZ so how on earth do you get staff who have such appalling English skills? How about hiring people who can do the job rather than people willing to put up being used and abused by the organisation then happy that they have a pay check each week - it is the only reason why such an employment decision would be made that I can think of besides obvious bias.


Only some of the service desk is in NZ. Times I've spoken to them I usually get a Philippino accent and when I ask they're in Manila. I like and respect Philippinos, they're generally nice people but here they're still outsourced call centre workers with a physical and logistical disconnect from VF in NZ. It simply doesn't work.


Oh, I've never had a problem with calling Manila - it's when I'm getting an Indian accent or someone who sounds like English is their 4th language and that they kind of know the language rather than speaking it fluently. I don't blame them though because at the end of the day the buck does stop with Vodafone - it has been 2 1/2 years and they still haven't come up with a strategy to merge all their systems into a single one (which would make life easier for all concerned) then I have to ask what on earth is going on.




Laptop: MacBook Pro (15-inch, 2017)
Desktop: iMac (27-inch, 2017)
Smartphone: iPhone X 256GB 'Space Grey'
Additional devices: Unifi Security Gateway, Unifi Switch, Unifi AP AC HD, Unifi Cloud Key, Apple TV 4K 64GB
Services: iCloud, YouTube Premium, Apple Music, Wordpress, Skinny

 


12601 posts

Uber Geek
+1 received by user: 5913

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  Reply # 1188413 4-Dec-2014 07:44
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Jonski:
kawaii:
shrub: Have a look at https://www.facebook.com/vodafoneNZ the comments section says it all i been scrolling for ages now and im still only 8hrs ago. Straight out terrible service.


Just had a look through the complaints - holy crap; sure, our Facebook page for the organisation I work for have whiners but it is never something approaching what I've seen on Vodafone's page! Worst part, I thought the call centre for NZ located in NZ so how on earth do you get staff who have such appalling English skills? How about hiring people who can do the job rather than people willing to put up being used and abused by the organisation then happy that they have a pay check each week - it is the only reason why such an employment decision would be made that I can think of besides obvious bias.


Only some of the service desk is in NZ. Times I've spoken to them I usually get a Philippino accent and when I ask they're in Manila. I like and respect Philippinos, they're generally nice people but here they're still outsourced call centre workers with a physical and logistical disconnect from VF in NZ. It simply doesn't work.


Its a contact center, makes no difference where thery are. They are not reaching down and physically touching your devices. They would use the same skills and tools a NZ domiciled contact center would.




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

 

 It's our only home, lets clean it up then...

 

Take My Advice, Pull Down Your Pants And Slide On The Ice!

 

 


703 posts

Ultimate Geek
+1 received by user: 17


  Reply # 1188580 4-Dec-2014 12:08
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Given up on Vodafone, Made the call to spark to change over home phone, broadband, sky and mobile. Can't come soon enough.

No customer service from Vodafone, I have been a customer since the beginning with Bellsouth, Ihug. Enough is enough.

Spark answered the phone immediately....

470 posts

Ultimate Geek
+1 received by user: 85


  Reply # 1188771 4-Dec-2014 16:19
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Wills1: Given up on Vodafone, Made the call to spark to change over home phone, broadband, sky and mobile. Can't come soon enough.

No customer service from Vodafone, I have been a customer since the beginning with Bellsouth, Ihug. Enough is enough.

Spark answered the phone immediately....


I wish i could but spark/snap just can not offer me anything more that ADSL2+ that syncs at 11mbps and 1mbps up. VDSL is not an option according to chorus maps too far from exchange. Also Enable are doing the east of Christchurch last.... FML stuck with a company that just does not care.
On a side note the cache server is packing a sad again. 

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