Great customer service with VF

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langers1972

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#167394 12-Mar-2015 11:34

Just wanted to add a little balance to the debate over VF customer service. I recently downgraded my TV package to ditch Sky and upped the broadband to the unlimited 100/10 cable service as we use far more internet delivered stuff now using Unotelly.

Changes were made as expected but the line speed was stuck on 50/2 so I called today to follow up. Call answered in minutes and Kevin the CSR was awesome. Troubleshooting was done and all fixed, even called me back to make sure I was happy. Brilliant stuff and worth a mention because it was SO good.

MikeB4

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#1256980 12-Mar-2015 11:45

excellent, good to hear

Here is a crazy notion, lets give peace a chance.

mattbush

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#1257193 12-Mar-2015 14:11

I also called today as cable seemed to be down in Kapiti around 9am...after 50minutes on hold I gave up....internet came up again shortly after.

surfisup1000

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#1257206 12-Mar-2015 14:23

Kevin the CSR was awesome.

I wonder if they use their real names?

xpd

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#1257247 12-Mar-2015 14:59

langers1972: Just wanted to add a little balance to the debate over VF customer service. I recently downgraded my TV package to ditch Sky and upped the broadband to the unlimited 100/10 cable service as we use far more internet delivered stuff now using Unotelly.

Changes were made as expected but the line speed was stuck on 50/2 so I called today to follow up. Call answered in minutes and Kevin the CSR was awesome. Troubleshooting was done and all fixed, even called me back to make sure I was happy. Brilliant stuff and worth a mention because it was SO good.

You didnt select the helpdesk though did you.... thats where the delays are :)

Good to hear that once you do get them, theyre doing the job properly :)

XPD / Gavin

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xpd

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#1257248 12-Mar-2015 15:00

surfisup1000:
Kevin the CSR was awesome.

I wonder if they use their real names?

IHUG days we generally did.... unless it was a customer we didnt like ;)

I still have an ex-IHUG customer that stalks me even though I left there in 2001/2002. (Waves to KJ ;) )

XPD / Gavin

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MikeHales

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#1257256 12-Mar-2015 15:15

Nice to hear a good story

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raytaylor

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#1257361 12-Mar-2015 18:07

langers1972: J Call answered in minutes and Kevin the CSR was awesome. Troubleshooting was done and all fixed, even called me back to make sure I was happy.

You sir, found a unicorn.
If you find one again, please capture it - we want to study it.

Edit: it is always good to hear the positive things from a company.

Ray Taylor

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StarBlazer

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#1257382 12-Mar-2015 19:07

I did the same, downgraded to remove Sky Basic HD for my plan. It too was quite painless... That was until I got my next bill and they still charged me for a month of use after cancelling, couldn't get through on the phone, sent an email got a call back about 3 days later, very apologetic and promised a refund.

Next bill I got charged again, although to be fair, it did include the refund for February. After another 45 minutes on the phone I gave up and replied to the email they sent to confirm the first matter is being looked in to. Again call back in 3 days. They've promised again that it has been removed and another refund applied to my account, which should be in time for when the take the money out on the 19th. I'll let you know...

Moral or the story, don't count your dollars until you get a bill.

UFB being laid at the moment, in a months time I will have an alternative to cable and will probably jump ship.

Procrastination eventually pays off.