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Topic # 16295 3-Oct-2007 12:50
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I have not been this annoyed at a customer service rep in a long time.

We completed a Partial Number Transfer Form to transfer our mobiles out of a huge company account to our own account. We logged the form on the 23/8/2007 and had two datacard and mobiles on the account (it was a sub account of the master company.)

They transfered the account on the 21/9/2007 and backdated the transfer to the 21/8/2007 and then charged us our normal $50/1Gb for sept and oct and 1 days worth of the plan on the 21st of September ($1.72) and then they charged us for 140MB of data usage for this day of $38.93c

So, even though we have paid a months worth of 1GB usage every month, this one day they choose to transfer our account made us pay a extra $38 worth of usage even though at no point we went over 1Gb of usage per month, and THEY choose to make the transfer on this day (to their advantage)

The rep Aroha didn't want to understand our point of view and kept insisting the charges were right.

We spend 10K with Vodafone a year and simple things like this really annoy me. Telecom are much better in this regard.




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

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172 posts

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  Reply # 89242 3-Oct-2007 12:59
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Alot of their customer service reps seem lazy, every time there is an option I can go to a store they will try and brush me off and tell me just to go into a store.

They should implement "Rate My Service" feature right after a customer service call.
I remember ringing Microsoft obviously the call centre was in India but I didn't mind rating his service because it was top notch and all I did was spend 2 mins pressing buttons 1-9 on how i rated his service.



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  Reply # 89243 3-Oct-2007 12:59
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Further to this, our last bill includes the 1Gb plan (already paid) up until and including the period they have charged us for again (up to the 28th September 2007)




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

 
 
 
 


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  Reply # 89245 3-Oct-2007 13:29
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What gets me with this is the length of time it is taking to transfer the mobiles across - a month is a long time to wait for a simple billing change! We filed a request mid september, and there is no record of it arriving - the best the transfer team could tell the person in store was to check the notes daily to see when it would be done!



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  Reply # 89270 3-Oct-2007 15:35
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It took a over a month to make the transfer (standard timeframe) but then they backdated it to BEFORE we submitted the request, and because of this they charged us extra because they didn't align the billing cycles.




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

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  Reply # 89299 3-Oct-2007 16:49
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I needed to get a new sim card as my mobile was stolen asked for the person at the vodafone store to put me on a text 2000 with two best mate.They wrote down my details and everything and told me that it will be done within half an hour as their system were having problems. ((...not surpising system problems again))

I waited for 1 hour and had lunch I called up customer service and still wasn't done so i did it by phone thru the customer service

This is not giving me a very good impression of new zealand.

Vodafone customer service is quite bad.

If I was over in hong kong it would have been done within 5 mintues and not 1 hour and still not complete

There is no competition in new zealand if that woman was this slack overseas like the unitedstates she'll probably end up sleeping in the sewers for being so slack

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Reply # 89312 3-Oct-2007 17:27
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Sorry, gotta keep rubbing it in. Vodafone cannot get anything right and it's starting to really show all over.

Other companies do make screwups but at least admit it and at least try to fix the problems, something Vodafone never do, there is always an excuse that;s it's not their problem.



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  Reply # 89357 3-Oct-2007 20:59
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The second CSR rep I spoke to e-mailed me a newer bill the first CSR claimed didn't exist which had some credits on it, the third CSR I spoke to said it was a known billing problem, their billing system was 'behind' and was catching up and I *should* get a credit but couldn't promise it, even though they knew they billed me incorrectly.

So, 2.5 hours of Vodafone and my time wasted, completely different stories from different CSR reps within hours, known billing problems, no guarentees of resolution for a $38 odd dollar credit.

No wonder people just give up and pay the bill even though it's incorrect (in vodafones favour.)





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

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Reply # 89360 3-Oct-2007 21:42
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paradoxsm: Sorry, gotta keep rubbing it in. Vodafone cannot get anything right and it's starting to really show all over.

Other companies do make screwups but at least admit it and at least try to fix the problems, something Vodafone never do, there is always an excuse that;s it's not their problem.


I admit that Vodafone are not a perfect company, there isn't one that is perfect & it is unlikely there will be one, for every single customer they may have, especially when they have large customer bases.

However, having said that, using the words "cannot get anything right" & "something Vodafone never do" is a total exageration & not true for every customer, I am sure.

I know they get things wrong from time to time, but come on Paradoxsm, you know that they aren't "that bad" surely. I would also like to say, that I am not trying to defend them, I'm just saying I think your choice of words is an exaggeration.

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  Reply # 89361 3-Oct-2007 21:46
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ZIMsar10:
paradoxsm: Sorry, gotta keep rubbing it in. Vodafone cannot get anything right and it's starting to really show all over.

Other companies do make screwups but at least admit it and at least try to fix the problems, something Vodafone never do, there is always an excuse that;s it's not their problem.




I admit that Vodafone are not a perfect company, there isn't one that is perfect & it is unlikely there will be one, for every single customer they may have, especially when they have large customer bases.



However, having said that, using the words "cannot get anything right" & "something Vodafone never do" is a total exageration & not true for every customer, I am sure.



I know they get things wrong from time to time, but come on Paradoxsm, you know that they aren't "that bad" surely. I would also like to say, that I am not trying to defend them, I'm just saying I think your choice of words is an exaggeration.


The problem is they are getting everything wrong and they arent that bad but they are totally bad

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  Reply # 89362 3-Oct-2007 21:47
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Not exageration at all.They have alot of problems and they aren't even listening to customer's problem



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  Reply # 89377 3-Oct-2007 23:21
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ZIMsar10:
paradoxsm: Sorry, gotta keep rubbing it in. Vodafone cannot get anything right and it's starting to really show all over.

Other companies do make screwups but at least admit it and at least try to fix the problems, something Vodafone never do, there is always an excuse that;s it's not their problem.




I admit that Vodafone are not a perfect company, there isn't one that is perfect & it is unlikely there will be one, for every single customer they may have, especially when they have large customer bases.



However, having said that, using the words "cannot get anything right" & "something Vodafone never do" is a total exageration & not true for every customer, I am sure.



I know they get things wrong from time to time, but come on Paradoxsm, you know that they aren't "that bad" surely. I would also like to say, that I am not trying to defend them, I'm just saying I think your choice of words is an exaggeration.


I don't think they do everything wrong, their network is OK, mostly billing is OK, unless you have problems, but they have loaded too many people onto their network and now it is starting to show with capacity and dropout issues. A lot of the sites spec'ed for 1 megawatts have been amped up to 4 and they still have not got their disaster recovery site designed or built, which was meant to have happened 10 years ago, and they are down to 4 racks free out of 200 out in Albany.

Those of us old enough do sometimes pine for the good old days of BellSouth...




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

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