Vodafone customer service breakthrough

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mdf

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#175545 3-Jul-2015 09:53

I've spent a bit of time on the phone to Vodafone over the last couple of weeks. That included more time on hold than I'd really like, but I accept these things happen.

But they've made one important change that makes a significant amount of difference for me:

No Bic Runga on endless repeat!

Huzzah!

On a slightly more serious topic, the service I've had from the staff in the call centre has been excellent of late.

ajw

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#1336253 3-Jul-2015 10:08

Must second that am a cable customer in Wellington and every query I have had lately has been sorted out promptly.

nedkelly

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#1336260 3-Jul-2015 10:17

Wonder if they put the WXC people on the phone and thats why?

dylanp

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#1336268 3-Jul-2015 10:25

Great to hear, thank you. :)

ajw

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#1336270 3-Jul-2015 10:27

VodafoneDylan: Great to hear, thank you. :)

looking forward to some supported voip bundled offerings over cable.

johnr

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#1336275 3-Jul-2015 10:29

nedkelly: Wonder if they put the WXC people on the phone and thats why?

Nice try but no, Loads of work has been going on with service levels and training of new staff which are now on board located in Auckland and Chch

Batwing

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#1336295 3-Jul-2015 10:58

I've called this week. 25 minutes hold, explain issue with cable, get told I'm on fibre, put on hold for another twenty minutes then call drops. Haven't had inclination to put myself through that again yet.

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johnr

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#1336296 3-Jul-2015 10:59

Batwing: I've called this week. 25 minutes hold, explain issue with cable, get told I'm on fibre, put on hold for another twenty minutes then call drops. Haven't had inclination to put myself through that again yet.

Is the issue peak time congestion on Cable?

graemeh

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#1336301 3-Jul-2015 11:05

We have had a similar experience recently. Wife's cousin was having problem with two Vodafone prepaid phones where roaming had just stopped working.

After a brief twitter conversation where they suggested the usual removing battery and SIM along with manual network selection (which we had already tried) they said to email more details.

The email was dealt with quickly and some changes made at the Vodafone end that appear to have sorted the problem.

Great service from Hamish (I think) and all involved at Vodafone.

mclean

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#1336306 3-Jul-2015 11:08

ajw: Must second that am a cable customer in Wellington and every query I have had lately has been sorted out promptly.

Ditto, yes MUCH better now.

Dolts

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#1336321 3-Jul-2015 11:23

I had a funny call the other day:

Called up and selected the option for Moving House and when I got through the lady explained she was part of the billing team and would transfer me through to the correct team, gave her all my details and she said I wouldn't have to repeat them to the next team, eventually was transferred and had to repeat everything again. Little hiccups like these don't phase me, my Vodafone service has been pretty solid, really appreciate it.

Referring to the OP, the music definitely helps with the longer wait times!

Batwing

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#1336322 3-Jul-2015 11:25

Johnr,

No its the slow page resolution with a select few websites. We had a PM conversation about it a while back, ended up getting an email advising it was escalated on 01 June and haven't heard back since.

Sorry couldn't work out quoting via mobile.

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matisyahu

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#1336718 4-Jul-2015 02:46

Batwing: Johnr,

No its the slow page resolution with a select few websites. We had a PM conversation about it a while back, ended up getting an email advising it was escalated on 01 June and haven't heard back since.

Sorry couldn't work out quoting via mobile.

What websites are they? I'm currently at work but I'll check them at home (I'm on Spark) to see whether it occurs on my own internet connection - whether it is related to the website (and one of their upstream providers) or whether it is something related to Vodafone. I know in the case of my mum she does a lot of browsing on websites located in the UK and the speed is horrible but I don't think there is much one can do about that.

"When the people are being beaten with a stick, they are not much happier if it is called 'the People's Stick'"

johnr

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#1336742 4-Jul-2015 07:43

kawaii:
Batwing: Johnr,

No its the slow page resolution with a select few websites. We had a PM conversation about it a while back, ended up getting an email advising it was escalated on 01 June and haven't heard back since.

Sorry couldn't work out quoting via mobile.

What websites are they? I'm currently at work but I'll check them at home (I'm on Spark) to see whether it occurs on my own internet connection - whether it is related to the website (and one of their upstream providers) or whether it is something related to Vodafone. I know in the case of my mum she does a lot of browsing on websites located in the UK and the speed is horrible but I don't think there is much one can do about that.

Already looking into this and it seems to be a single connection issue testing on Spark will add zero value

robjg63

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#1336837 4-Jul-2015 10:29

The sad thing is vf let it get to the point where it was so bad in the first place.
They are not the only company that has problems like this, but it astonishes me when companies seem not to know (or care) how they get judged and how fast bad experiences are shared?

I know accountants rule everything, but those 'cheap' foreign call centres are always a turn-off as well.

Nothing is impossible for the man who doesn't have to do it himself - A. H. Weiler

Batwing

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#1336854 4-Jul-2015 10:55

johnr:
kawaii:
Batwing: Johnr,

No its the slow page resolution with a select few websites. We had a PM conversation about it a while back, ended up getting an email advising it was escalated on 01 June and haven't heard back since.

Sorry couldn't work out quoting via mobile.

What websites are they? I'm currently at work but I'll check them at home (I'm on Spark) to see whether it occurs on my own internet connection - whether it is related to the website (and one of their upstream providers) or whether it is something related to Vodafone. I know in the case of my mum she does a lot of browsing on websites located in the UK and the speed is horrible but I don't think there is much one can do about that.

Already looking into this and it seems to be a single connection issue testing on Spark will add zero value

Yes I have tested on numerous other connections myself, it's only at home I have problems. Thank you for the offer though kawaii.

Back on this topic though, a missed call followed by a customer satisfaction survey asking for feedback on it gave me a chuckle.