Geekzone: technology news, blogs, forums
Guest
Welcome Guest.
You haven't logged in yet. If you don't have an account you can register now.




490 posts

Ultimate Geek
+1 received by user: 68

Lifetime subscriber

# 175642 7-Jul-2015 08:10
Send private message

There is actually no snark at all in the subject of this post, it's a question based on my experience yesterday.
I agreed to buy my son a Vodafone Smart Prime. Since we were in the Courtenay Place area, we called into a Vodafone store to discover they were sold out. We were told they'd been exceptionally popular. I get that, since the price seems good given its specs.
We went to a couple of nearby stores that usually sell Vodafone products, with the same result.
I decided it would be more efficient to head home and call some of the Vodafone stores in Wellington.
On multiple occasions over several hours, I called the Lampton Quay, Porerua, and Queensgate stores, In every case, the call went to voicemail.
I called 777, who were unable to tell me which stores had product in stock, although they did attempt to call the same stores for me, with the same results.
I didn't want to order online from Vodafone, because past experience has been that their delivery times can be over a week and I wanted to see if there was a quicker way of getting the device.
I understand that some people may call their Vodafone store when they should be calling 777 for customer service, and that must be frustrating for staff who have legitimate customers in-store. But not answering the phone at all prevents customers from making legitimate inquiries about stock, and there seems no alternative means of getting that information.
In the end, we bought a different device from Mighty Ape. It'll be here today and my son will stay on Skinny. He would have ported to Vodafone if we had bought the Prime since it doesn't do WCDMA 850.
The loss of his 19 bucks a month will make no difference at all to Vodafone, but it was a pretty frustrating experience. There's something ironic about a company offering phone services who won't pick up their own phone.




Jonathan Mosen

 

Mosen Consulting, for advice on web and app accessibility

 

http://mosen.org

Filter this topic showing only the reply marked as answer View this topic in a long page with up to 500 replies per page Create new topic
 1 | 2
14759 posts

Uber Geek
+1 received by user: 2746

Trusted
Subscriber

  # 1338248 7-Jul-2015 08:17
One person supports this post
Send private message

To be fair, stores are busy and people who've made the effort to go in should get priority over someone who just picked up a phone - though if stores publish a phone number they should probably answer it.  I had the same experience with Spark when I wanted to buy my S4 a couple of years back.



490 posts

Ultimate Geek
+1 received by user: 68

Lifetime subscriber

  # 1338251 7-Jul-2015 08:26
9 people support this post
Send private message

I presume you drive a vehicle?
I have no issue at all being asked to hold. That's fine. However, as a totally blind person, getting to each Vodafone Store to ask about a phone that may or may not be there is a huge hassle. It involves either bus travel to somewhere unfamiliar, then navigating in an unfamiliar area, or expensive taxi travel, which may get someone closer to the destination, but is still in an area that may be unfamiliar. Vodafone have recently closed the store at our local shopping mall with which I am very familiar.
And when all of that's over, there's a strong possibility you've wasted a lot of money and energy without a device to show for it.
If there were a way to go online and check store stock, then fair enough, ignoring phone calls may be more justified.




Jonathan Mosen

 

Mosen Consulting, for advice on web and app accessibility

 

http://mosen.org

 
 
 
 


Mr Snotty
8600 posts

Uber Geek
+1 received by user: 4499

Moderator
Trusted
Lifetime subscriber

  # 1338261 7-Jul-2015 08:35
2 people support this post
Send private message

If you were a customer who had to wait in a line to get served and they all the sudden have to pick up the phone to a customer who is on it for 10mins as a customer who has just waited to get served how would you feel?

It is like this for all retail stores. Customers in the shop take priory over the phone hence why almost all retailers have voicemail too, if you can't get through then leave one then they'll call back during a quiet period when they physically can.

There isn't a need for somebody in these types of retail stores to just sit there answering the phone as trust me - people will call the store when 777 is more suited to help them. There is also an online store where you can buy most of what is in the store online or even MMR's like Noel Leeming who also sell Vodafone products.




383 posts

Ultimate Geek
+1 received by user: 132


  # 1338262 7-Jul-2015 08:36
5 people support this post
Send private message

While I can understand your perspective. I've walked out of stores that answer their phone instead of serving me at the counter. I've always considered it rather rude.




Please note: I have a professional bias towards Vodafone.

4517 posts

Uber Geek
+1 received by user: 878

Trusted
Lifetime subscriber

  # 1338263 7-Jul-2015 08:38
Send private message

OP is blind.

He raised a good point.
 





14759 posts

Uber Geek
+1 received by user: 2746

Trusted
Subscriber

  # 1338276 7-Jul-2015 08:41
Send private message

Why can't Vodafone call center sell a phone and ship it out to the OP? What about using their online store?

4133 posts

Uber Geek
+1 received by user: 1394


  # 1338278 7-Jul-2015 08:42
One person supports this post
Send private message

timmmay: Why can't Vodafone call center sell a phone and ship it out to the OP? What about using their online store?


The op said why.

Shipping delay.

4517 posts

Uber Geek
+1 received by user: 878

Trusted
Lifetime subscriber

  # 1338280 7-Jul-2015 08:43
Send private message

Jaxar: While I can understand your perspective. I've walked out of stores that answer their phone instead of serving me at the counter. I've always considered it rather rude.


I have been to only a handful of Vodafone stores.

One store was extremely busy - all I want is just to buy a phone. That takes a long time and they seem to be pretty happy answering phone calls while dealing with the customers. I personally don't mind this and will not consider this as rude.









3279 posts

Uber Geek
+1 received by user: 980

Trusted

  # 1338281 7-Jul-2015 08:44
2 people support this post
Send private message

In my experience the issue is more that their stores are understaffed. I suppose it depends which store and what time you try though. School holidays probably make it worse.



490 posts

Ultimate Geek
+1 received by user: 68

Lifetime subscriber

  # 1338285 7-Jul-2015 08:49
Send private message

Actually Michael, you're simply incorrect. it is not like this for all retail stores, and I can tell you this because as a blind person, I call a lot of retail stores.
If I call one and get no answer, I'm very happy to accept that all staff are busy with customers, and I'll hang up and call again in 15/20 minutes. Almost always, someone will then pick up.
If that person asks me to hold, I will gladly hold.
Not until yesterday have I had an experience over a four hour period where I called three different stores belonging to the same company, and had no one pick up once. It has never happened before.
Let me reiterate that if this information were available online, I would gladly have sought it online. It was not.




Jonathan Mosen

 

Mosen Consulting, for advice on web and app accessibility

 

http://mosen.org

19282 posts

Uber Geek
+1 received by user: 2600
Inactive user


  # 1338287 7-Jul-2015 08:51
Send private message

surfisup1000:
timmmay: Why can't Vodafone call center sell a phone and ship it out to the OP? What about using their online store?


The op said why.

Shipping delay.


Yes the OP is blind which does make it difficult but staff can't leave customers in the store they are dealing with and say I need to answer the phone as the caller could may have a disability

I help out the Jonathan from time to time and go above and beyond because I personally know he is blind and is dam nice person

John

4123 posts

Uber Geek
+1 received by user: 842
Inactive user


  # 1338292 7-Jul-2015 08:58
Send private message

I have struck the same thing, eventually I left a message and they did call back.



490 posts

Ultimate Geek
+1 received by user: 68

Lifetime subscriber

  # 1338293 7-Jul-2015 09:01
Send private message

I think the point here though is that this comes down to the need to provide good-quality customer service. There may be a variety of reasons why visiting each Vodafone store on the off-chance that a highly sought-after device might be there isn't practical. In my case, blindness plays a major factor, but disability isn't the only reason.
Let's be clear, these numbers are published. If the numbers are publicly available, that's an invitation for the public to call them.
If staff will never pick up, then don't set expectations that they will, by publishing the numbers.
And inquiries like mine could be minimised by developing a system such as Dick Smith and other retailers have, where customers can query stock levels for specific items at specific stores.




Jonathan Mosen

 

Mosen Consulting, for advice on web and app accessibility

 

http://mosen.org

13911 posts

Uber Geek
+1 received by user: 6653

Trusted
Subscriber

  # 1338294 7-Jul-2015 09:02
Send private message

I am also disabled, I would not expect the bricks and motor stores to place priority on the phone that is what the contact centers are for. However there could be a point in between that could help the disabled with out be unhelpful to the rest of the customers.
A recent example for me was buying a new phone, it is difficult to get to the local store and even more difficult to really test the phones to see if it is appropriate for me, a "loan system" would be helpful.
As for store stock, if Harvey Norman and Noel Leeming can show store stock levels why can't the Telco? just a thought. For me to go to the local stores to see if they have them is a major expedition.




Mike
Retired IT Manager. 
The views stated in my posts are my personal views and not that of any other organisation.

 

Using empathy takes no energy and can gain so much. Try it.

 

 




490 posts

Ultimate Geek
+1 received by user: 68

Lifetime subscriber

  # 1338297 7-Jul-2015 09:08
3 people support this post
Send private message

It saddens me that people contribute to these threads without properly reading the original post.
As I wrote there, all the contact centre could do to answer my question was to call the stores, who did not pick up for her either.




Jonathan Mosen

 

Mosen Consulting, for advice on web and app accessibility

 

http://mosen.org

 1 | 2
Filter this topic showing only the reply marked as answer View this topic in a long page with up to 500 replies per page Create new topic



Twitter »

Follow us to receive Twitter updates when new discussions are posted in our forums:



Follow us to receive Twitter updates when news items and blogs are posted in our frontpage:



Follow us to receive Twitter updates when tech item prices are listed in our price comparison site:





News »

Video game market in New Zealand passes half billion dollar mark
Posted 24-May-2019 16:15


WLG-X festival to celebrate creativity and innovation
Posted 22-May-2019 17:53


HPE to acquire supercomputing leader Cray
Posted 20-May-2019 11:07


Techweek starting around NZ today
Posted 20-May-2019 09:52


Porirua City Council first to adopt new council software solution Datascape
Posted 15-May-2019 12:00


New survey provides insight into schools' technology challenges and plans
Posted 15-May-2019 09:30


Apple Music now available on Alexa devices in Australia and New Zealand
Posted 15-May-2019 09:11


Make a stand against cyberbullying this Pink Shirt Day
Posted 14-May-2019 20:23


Samsung first TV manufacturer to launch the Apple TV App and Airplay 2
Posted 14-May-2019 20:11


Vodafone New Zealand sold
Posted 14-May-2019 07:25


Kordia boosts cloud performance with locally-hosted Microsoft Azure ExpressRoute
Posted 8-May-2019 10:25


Microsoft Azure ExpressRoute in New Zealand opens up faster, more secure internet for Kiwi businesses
Posted 8-May-2019 09:39


Vocus Communications to deliver Microsoft Azure Cloud Solutions through Azure ExpressRoute
Posted 8-May-2019 09:25


Independent NZ feature film #statusPending to premiere during WLG-X
Posted 6-May-2019 22:13


The ultimate dog photoshoot with Nokia 9 PureView #ForgottenDogsofInstagram
Posted 6-May-2019 09:41



Geekzone Live »

Try automatic live updates from Geekzone directly in your browser, without refreshing the page, with Geekzone Live now.


Support Geekzone »

Our community of supporters help make Geekzone possible. Click the button below to join them.

Support Geezone on PressPatron



Are you subscribed to our RSS feed? You can download the latest headlines and summaries from our stories directly to your computer or smartphone by using a feed reader.

Alternatively, you can receive a daily email with Geekzone updates.