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383 posts

Ultimate Geek


  # 1250145 3-Mar-2015 11:36
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Good to hear the issue was resolved.
Maybe my bias towards VF is speaking here but VF following up to make sure the issue was resolved is considered a bad thing?

Is it the fact that the social media guys are not there like the call centre that is an issue?
I can certainly understand and respect being upset at the call centre wait time but a tweet where a character limit precludes any sort of careful wording in tone that I cannot relate too.




Please note: I have a professional bias towards Vodafone.



15 posts

Geek


  # 1250148 3-Mar-2015 11:40
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Jaxar: Good to hear the issue was resolved.
Maybe my bias towards VF is speaking here but VF following up to make sure the issue was resolved is considered a bad thing?

Is it the fact that the social media guys are not there like the call centre that is an issue?
I can certainly understand and respect being upset at the call centre wait time but a tweet where a character limit precludes any sort of careful wording in tone that I cannot relate too.


And it's probably my bias against them that makes me rage at that tweet.

Since Xmas I've spent more than five hours on hold. On hold!!!

I don't really mean to be disrespectful to the folks from Voda who make an effort (like John who posts on here), but really it's a shame that their stirling work is undermined by their company.

Anyway. Issue is fixed, and mods have already told me off once for sharing my thoughts, so I'm going to call time on this one and go back to shouting at the clouds.
 

 
 
 
 


150 posts

Master Geek


  # 1250309 3-Mar-2015 14:42
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I feel your pain GSMITHNZ having been through very similar just last week with VF when I moved house.  One call lasted 1hr 28 mins before it dropped out surprised

I finally got some satisfaction by posting on their FB page and harrassing someone on the VF Community Forum pages.  

I worked at VF myself a few years ago and the Call Centre was reasonable, but in the last year it seems to have become totally useless.  I guess dumping a large number of staff will have affected that.  Sadly after being a VF customer for almost 17 years I am now contemplating moving elsewhere.

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  # 1250430 3-Mar-2015 17:46
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I still think it's great *rolls eyes* how they can charge so much, have confusing plans and then feel its fine to keep customers who pay each and every month on hold for an hour before even getting a person to speak too.

It would be interesting to see what the wait time would be if you had to pay a bill via their collections department, bet those get answered in less than 5 minutes.  Hell wait long enough and they would even ring you.


Last time I was in St Lukes mall there was a line out of the door for the vodafone store (only in there as a friend had to get a new sim card) and over heard a couple of people talking in the line saying they are only there as they can't get to talk to anyone on the phone.  
Took 35 minutes for our turn, then it only took 2 minutes to do the sim swap.
I don't find it acceptable at all to treat customers like this, they know they have a problem and that problem flows down to the shops as well.
Rather than saying they have the best/fastest/biggest 4g network and other things they should really be spending the money on improving after sales service, vodafone has lost their way when it comes to that.




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  # 1250436 3-Mar-2015 17:52
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Would have been quicker to walk over to the spark store and port off voda.




Richard rich.ms

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  # 1250439 3-Mar-2015 17:54
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richms: Would have been quicker to walk over to the spark store and port off voda.


That's the funny thing, the spark store did have customers but wait times were not that long.  After 20 minutes I asked my mate why we should not just port the number to spark but he is from the UK and sounds like vodafone have some special for calls there that spark could not match.  He was almost won over by the free spotify however.



 
 
 
 


411 posts

Ultimate Geek


  # 1250519 3-Mar-2015 20:00
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gsmithnz:
Jaxar: Good to hear the issue was resolved.
Maybe my bias towards VF is speaking here but VF following up to make sure the issue was resolved is considered a bad thing?

Is it the fact that the social media guys are not there like the call centre that is an issue?
I can certainly understand and respect being upset at the call centre wait time but a tweet where a character limit precludes any sort of careful wording in tone that I cannot relate too.


And it's probably my bias against them that makes me rage at that tweet.

Since Xmas I've spent more than five hours on hold. On hold!!!

I don't really mean to be disrespectful to the folks from Voda who make an effort (like John who posts on here), but really it's a shame that their stirling work is undermined by their company.

Anyway. Issue is fixed, and mods have already told me off once for sharing my thoughts, so I'm going to call time on this one and go back to shouting at the clouds.
 


Smith - why don't you just move somewhere else? I've followed your facebook/Twitter rants in the past and seen your pain. All it would cost you is a few $100 upfront for a new modem to sign up without a term. It might be worth the (lack of) hassle. I'm with spark (although my mobile is on a business plan on Vodafone) and I've never had an issue with either. I say, vote with your wallet and find someone who you feel treats you like a valued customer.

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