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291 posts

Ultimate Geek
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Topic # 159892 16-Dec-2014 15:00
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Here is very strange story, indeed. We have Vodafone cable internet (formerly TelstraClear Cable). We used to use the LightSpeed 50 GB service, but upgraded to uncapped 50 mbps back in September. We got a statement 6 October saying we had a credit of $16.78. This was plainly wrong as it should have been a charge of $85. Me, being an honest sort of bloke, rang their Philippines call centre and told them that they had made a mistake on my statement. The support person said she would fix the error and send us out a new statement. I made this call on 10 October. I waited ... I waited over a month. No statement arrived. I called again on 13 November. Got a similar response from the support person ... much apologies ... "yes, we see what the problem is ... we will send you out a corrected statement". I wait. By 25 November, still no statement, so I figure that the Filipino Call Centre isn't all that competent, so I go 'Old School' and write a hard copy letter to Vodafone, explaining the situation in detail, telling them that I really want to pay them for the service that they are providing, but that I am not receiving any statements via email or post. Guess what? No response.

So on 10 December I call Vodafone support again. I explain that they are not billing me for my uncapped internet and that I had requested that they fix the problem on three separate occasions, and that each request had failed to solve the problem.  The support person was again very apologetic and said he would make sure the error would be fixed. I wait ... still no statement ... still no charges appearing on my account. Now most people would think this is a good thing, but what I anticipate is that I will be abruptly disconnected at some point and sent a massive bill. As we depend on naked broadband for phone, email and entertainment this would be quite a problem. Not to mention that we prefer to pay for broadband by the month, not by the year or by the decade.

Posting here is my very last attempt to fix this problem. If the issue remains unresolved I will accept that Vodafone has generously decided to give our household free uncapped naked broadband.

With this level of incompetence, I am mystified how they can turn a profit. 

Tim


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19282 posts

Uber Geek
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  Reply # 1198479 16-Dec-2014 15:51
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DM me the account number and I can get someone to take a look

John

54 posts

Master Geek
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  Reply # 1198865 17-Dec-2014 09:34
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Sounds like my experiences with Vodafone as of late (JohnR who replied to your message a big exception).

I can't believe the service, it is like a dark Kafkaesque comedy.  We had a similar situation with being unable to pay despite repeated assurances that the problem had been solved.  Then we got a termination notice.

The latest for me is my UFB provisioning.  Advised by a rep 2 weeks ago that it would be turned on in 10 to 15 working days, and I would receive a welcome pack in 3 days.  No welcome pack.  And I call today and... no record of any UFB request being actioned, and in the event that it is - provisioning will take 4 to 6 weeks.

These are not exceptions, but every time I contact them, they fail to do what they say they will.

UPDATE: I just asked to be moved to an unlimited data plan pending the UFB being actioned .  Vodafone cannot do that unless I sign up for another 12 months.  What maniac would sign up for 12 months with a company in this kind of state:

http://www.geekzone.co.nz/forums.asp?forumid=40&topicid=157674

So, I am now in the market for a new ISP.  Any susgestions?


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Reply # 1198872 17-Dec-2014 09:49
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@automaton You don't need a 12 month term to move to an unlimted plan if you don't need new hardware installed,

DM me your account number again and I will get this sorted

54 posts

Master Geek
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  Reply # 1198875 17-Dec-2014 09:58
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johnr: @automaton You don't need a 12 month term to move to an unlimted plan if you don't need new hardware installed,

DM me your account number again and I will get this sorted


Thank you John have PM'd.



291 posts

Ultimate Geek
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  Reply # 1199229 17-Dec-2014 15:12
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Well, I finally got a statement today. It was dated 11 Dec, so my previous call to Vodafone Support must have finally worked. One statement for $346.64 ... not the way I prefer to pay for my broadband, especially at Christmas. I much prefer monthly statements, but at least we are back in business.

I have no complaint about the Vodafone Naked Broadband product, as it works just fine for us, but Vodafone's customer support is appalling. Kiwis want to be able to speak to a support person who is reasonably well educated, competent and efficient. If Vodafone can't deliver decent levels of support from their overseas call centres, then they should relocate them back to NZ.

My brother's business has recently left Vodafone because of the long wait times on Vodafone support calls and because of the unreliable support. He has moved to an ISP that has support based in NZ.

Vodafone: You might actually make more money by having a competent and well educated New Zealand based support team!

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Master Geek
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  Reply # 1199266 17-Dec-2014 15:47
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Wow.  Just been looking at the last 20 hours of feedback on the Vodafone Facebook page.  The Vitriol is palpable.  People are posting every 20 minutes (it seems) with the same issues I have suffered - unacceptable wait times (often 1 hour plus), and multiple assurances given on multiple calls that action will be taken, which is not followed up.  Vodafone management should be holding a crisis meeting.  Their customer service is off the rails.  

(Again - the exception being JohnR on this board).

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Uber Geek
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  Reply # 1199489 17-Dec-2014 20:04
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I would ask for some sort of arrangement to pay that off - not your fault they couldn't sort out their billing in a timely manner.

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Uber Geek
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  Reply # 1199492 17-Dec-2014 20:08
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automaton: Wow.  Just been looking at the last 20 hours of feedback on the Vodafone Facebook page.  The Vitriol is palpable.  People are posting every 20 minutes (it seems) with the same issues I have suffered - unacceptable wait times (often 1 hour plus), and multiple assurances given on multiple calls that action will be taken, which is not followed up.  Vodafone management should be holding a crisis meeting.  Their customer service is off the rails.  

(Again - the exception being JohnR on this board).

What I find amazing is a good portion of people calling to do something simple like change their plan - even that doesn't go to, uh, plan.

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