Well done Vodafone

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MikeB4

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#161989 26-Jan-2015 11:56

We see a lot of negative threads regarding Vodafone here is a well done thread.

I accidentally when paying my VF account per internet banking I picked up an old VF entry and paid against my old Telstraclear reference. I came aware of this when I had a courtesy call from VF to advise that my account was unpaid.
I rang VF this morning it took 7.5minutes to get answered and the CSR sorted what had happened and transferred to money from my ex Telstra account to my current VF account. It all took about 10 minutes.A couple of hors later I had a call back from VF to confirm
all action was completed and I asked that the ticket now be closed.

This was excellent customer service to fix up a mess I had made, well done to the guys at VF.

jeffnz

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#1222334 26-Jan-2015 11:59

good to see positive feedback for a change.

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Coil

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#1222342 26-Jan-2015 12:17

Nice to hear some good feedback.
Every day there is excellent interactions. When i worked there almost every one of my interactions with customers would come back as greatly positive.
Its only the case we hear bad due to people going out of their way to advise people etc. People generally dont go out of their way for neutral - positive interactions.
I suggest you PM VF Dylan with the CSR name etc and he can pass on the good verbatim.

Dratsab

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#1222356 26-Jan-2015 12:53

TimA: Nice to hear some good feedback.
Every day there is excellent interactions. When i worked there almost every one of my interactions with customers would come back as greatly positive.
Its only the case we hear bad due to people going out of their way to advise people etc. People generally dont go out of their way for neutral - positive interactions.
I suggest you PM VF Dylan with the CSR name etc and he can pass on the good verbatim.

Off topic: It's same in my line of work, except greatly exaggerated!

Back on topic: Good to see a positive thread for a change. With the amount of wretched hand-wringing that's been going on lately, I was starting to wonder if I was Vodafone's only customer who doesn't have issues.

Dratsab

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#1222357 26-Jan-2015 12:54

KiwiNZ: A couple of hors later...

Not sure that we really needed this insight though...

MikeB4

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#1222399 26-Jan-2015 13:37

Dratsab:
KiwiNZ: A couple of hors later...

Not sure that we really needed this insight though...

hahaha, the curse of one handed typing :)

MikeB4

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#1222400 26-Jan-2015 13:38

TimA: Nice to hear some good feedback.
Every day there is excellent interactions. When i worked there almost every one of my interactions with customers would come back as greatly positive.
Its only the case we hear bad due to people going out of their way to advise people etc. People generally dont go out of their way for neutral - positive interactions.
I suggest you PM VF Dylan with the CSR name etc and he can pass on the good verbatim.

Will do

dylanp

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#1223012 27-Jan-2015 10:06

Good to hear - cheers for the feedback. :)

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jen1001

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#1223256 27-Jan-2015 13:58

Might as well post my accolades too

Big thank you to Amish at Vodafone Broadband Support for helping me when I experienced frequent disconnects a couple of weeks ago.

The initial person I spoke to couldn't help so transferred me to Amish (maybe 2nd level support?), who was patient and very helpful with diagnosing the issue. I'm not sure whether the problem is 100% sorted (might be a Chorus thing) but I feel more confident now that if the issue occurs again I'll get someone from his team or at the same level of support who will know what to do. The hold time was a bit lengthy but definitely worth the wait.

Thumbs up for that team

hio77

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#1223311 27-Jan-2015 14:27

Having been away from having to deal with a Vodafone connection, I have recently had to make a few calls

Once, peak hour time, after 40 mins on hold had to give up as there was food awaiting.

The rest of the times, i have been answered within 10 mins.

Unfortunately it seems sales staff aren't consistent with what is allowed and in not when your not the 'main account holder' as speaking to different CSRs you get a totally different handle on things.

Support of recent from vodafone i have found to be acceptable, which is a damn sight better than my usual walk away complaining of primates..

Only niggle i could bring up would be (only pointing this out so dylan can take it on board, i'm genuinely impressed in the improvement.)
-> some CSRs still promise to call back at a set time, and days later when you call to find out what happens with that there is no record of this, nor did they do what they were meant to.
-> tech support really should know what interleaving is, and not have to spend 10 mins reading up on it. To me this is a pretty trivial thing..

It is certainly good to see an improve in the quality of support :)

#include <std_disclaimer>

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

Sideface

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#1223877 28-Jan-2015 11:02

Hope this is not too off-topic:

https://www.truenet.co.nz/articles/december-2014-urban-broadband-report

Vodafone Tops International Speed Test

"ISPs are increasingly raising their performance across many of the regular TrueNet test measurements. The exceptions include, ADSL & VDSL File Download speeds from the USA (Dallas) where Vodafone is well ahead of the rest, and the range of Latency results in this report."

"The Quarterly Latency report shows Vodafone and Spark are best in Fibre, Snap and Vodafone in VDSL; while in ADSL the smaller ISPs of Flip, Bigpipe and Snap are all best by a large margin. Domain Name Server response times (DNS) continue to be dominated by Snap, first in every region."

"Australian ISPs have consistently poor performances in the webpage download categories, as well as in latency tests, even from sites in Australia."

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