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Topic # 175258 23-Jun-2015 10:10
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22mins on hold to speak to someone about buying UFB. Is this their normal help desk wait? Gonna give it another 10mins and then off to Spark. Sign from the Gods maybe?

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  Reply # 1329758 23-Jun-2015 10:21
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This is something you can do on the main Vodafone NZ site, Did you want to confirm something?

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  Reply # 1329759 23-Jun-2015 10:23
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Just sign up from the website....





 
 
 
 




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  Reply # 1329770 23-Jun-2015 10:27
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I just had some questions about the plan. Finally got to talk to someone but am pretty worried about the help service at this stage. Still undecided which isp to go with.

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  Reply # 1329789 23-Jun-2015 10:31
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vodafone's helpdesk is notorious for long wait times.
It's well documented on geekzone and their facebook page that wait times of an hour or more are common.

If you don't like that, choose a different ISP.  Depending on where you live there are anything between 5-10 ISPs that sell UFB.  

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  Reply # 1329793 23-Jun-2015 10:36
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Poor service is one reason I left Vodafone when I moved to UFB. It's an ongoing problem, like routing, which is another reason I left.

Call each of the ISPs and ask them a couple of questions about UFB. Suggest you try Spark and Snap at least. I'd have said Bigpipe but you can't call them at all, they only do email.




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  Reply # 1329794 23-Jun-2015 10:36
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NonprayingMantis: vodafone's helpdesk is notorious for long wait times.
It's well documented on geekzone and their facebook page that wait times of an hour or more are common.

If you don't like that, choose a different ISP.  Depending on where you live there are anything between 5-10 ISPs that sell UFB.  


Wait times are dropping all the time now, New staff are coming onboard all the time even new staff in Chch, This is top of the list to sort out from the service side

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  Reply # 1329797 23-Jun-2015 10:37
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stone2: I just had some questions about the plan. Finally got to talk to someone but am pretty worried about the help service at this stage. Still undecided which isp to go with.


What question would that be about the plan? We could confirm something right here

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  Reply # 1329802 23-Jun-2015 10:46
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johnr:
stone2: I just had some questions about the plan. Finally got to talk to someone but am pretty worried about the help service at this stage. Still undecided which isp to go with.

What question would that be about the plan? We could confirm something right here

I guess that's probably not the point any more.

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  Reply # 1329810 23-Jun-2015 11:01
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bazzer:
johnr:
stone2: I just had some questions about the plan. Finally got to talk to someone but am pretty worried about the help service at this stage. Still undecided which isp to go with.

What question would that be about the plan? We could confirm something right here

I guess that's probably not the point any more.


They got to ask the question as posted above but they were not sure about the answer, So yes it is the point as we can cover what was asked

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  Reply # 1329817 23-Jun-2015 11:10
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johnr:
bazzer:
johnr:
stone2: I just had some questions about the plan. Finally got to talk to someone but am pretty worried about the help service at this stage. Still undecided which isp to go with.

What question would that be about the plan? We could confirm something right here

I guess that's probably not the point any more.

They got to ask the question as posted above but they were not sure about the answer, So yes it is the point as we can cover what was asked

I interpret his response as, he got his questions answered but now, based on the length of wait, he's worried about what the helpdesk service will be like if he does sign up.

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Reply # 1329823 23-Jun-2015 11:21
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bazzer:
johnr:
bazzer:
johnr:
stone2: I just had some questions about the plan. Finally got to talk to someone but am pretty worried about the help service at this stage. Still undecided which isp to go with.

What question would that be about the plan? We could confirm something right here

I guess that's probably not the point any more.

They got to ask the question as posted above but they were not sure about the answer, So yes it is the point as we can cover what was asked

I interpret his response as, he got his questions answered but now, based on the length of wait, he's worried about what the helpdesk service will be like if he does sign up.


Fair point

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Reply # 1329824 23-Jun-2015 11:24
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johnr:
bazzer:
johnr:
bazzer:
johnr:
stone2: I just had some questions about the plan. Finally got to talk to someone but am pretty worried about the help service at this stage. Still undecided which isp to go with.

What question would that be about the plan? We could confirm something right here

I guess that's probably not the point any more.

They got to ask the question as posted above but they were not sure about the answer, So yes it is the point as we can cover what was asked

I interpret his response as, he got his questions answered but now, based on the length of wait, he's worried about what the helpdesk service will be like if he does sign up.

Fair point

I would say to him that he shouldn't worry, because he can always come here and get johnr to sort his problems! wink

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  Reply # 1329826 23-Jun-2015 11:30
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johnr:
NonprayingMantis: vodafone's helpdesk is notorious for long wait times.
It's well documented on geekzone and their facebook page that wait times of an hour or more are common.

If you don't like that, choose a different ISP.  Depending on where you live there are anything between 5-10 ISPs that sell UFB.  


Wait times are dropping all the time now, New staff are coming onboard all the time even new staff in Chch, This is top of the list to sort out from the service side

Interesting. I always assumed the wait times would only reduce once Vodafone began hemorrhaging customers and received less calls.




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  Reply # 1329840 23-Jun-2015 12:43
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IIRC a recent survey actually had VF as one of the better ISP's for customer service?  I think Spark came out worst.  I can't place my mouse on it right now.  

Anyhow... contrary to the OP's experience, we are just in the process of upgrading to UFB from VDSL, both VF services.  Had no problems at all getting hold of the help-desk/sales people as I worked through the details, each time answered within a minute or two max.  Very professional and thorough, quickly followed up by confirmation emails, and equally efficient hand-over to UFF for the install, who again thus far seem very efficient and professional, with a focus on customer service.  

I appreciate there is a wait, and a process to follow, and I am comfortable patiently working through that and taking things step by step.  

This was the same as when we changed to VF about 2 years ago from Spark (Telecom), and the upgrade to VDSL.  Couldn't recommend VF highly enough based on our experience.  







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  Reply # 1329854 23-Jun-2015 13:00
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I feel like there should be a sub-forum created for 'Waiting Time Complaints' so these threads can be discussed in great detail by those concerned somewhere else. These threads are popping up everywhere.

Then they are out of the way so I only see the more relevant tech/geek threads, after all it is geekzone.

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