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1690 posts

Uber Geek


# 17626 4-Dec-2007 20:23
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Well i have officially undergone the most harrowing experince from vodafone ever!

Well i have officially undergone the most harrowing experience from Vodafone ever! I successfully ported my 027 number from telecom to vodafone. After doing so I tried to change my girlfriends free bestmate deal (6 month deal) to my 027 number now on the vodafone network!

Seems easy enough, and so I told her to ring 777 and talk to a customer rep (as it was a free deal it cant be changed via the prompt menu). The lady told her it was not possible and the system hadn’t been upgraded to do this to an 027 number. RIDICULOUS, I thought so I rang 777 myself and spoke to a customer rep who said it is possible and to ring back when my gf got home so I could change it.

So tonight I rang back and spoke to another customer rep who said it wasn’t possible. I told her I have been told it was possible and she went and got the manager. He went on to tell me it cant be done and that maybe next year some time the system would be updated! Ridiculous I told him, and we both read the TOS of which he admitted it indicated any number on the vodafone network should be able to be added as a bestmate! I asked him to try it, he told me no as she would (my gf) be charge 89c a minute to call my mobile…

So off I went again annoyed and wanting to pull vodafone up on their false advertising, stating in the benefits of porting a number i found this -
Here are all the Vodafone plans that feature great rates to other mobiles on the Vodafone network.

AND THEN, I came across this FAQ

Can my Vodafone BestMate have a 027 or 029 mobile number?
Yes, as long as your mate has switched their 027 or 029 mobile number to a Vodafone On Account plan, they can now be your friend and your Vodafone BestMate. If they have not switched to Vodafone then you will not be able to nominate them as your Vodafone BestMate.

WHAT THE HELL? Is it possible or not. A supervisor had told me no, in fact I was discussing with him the stupidity of not metioning this in any web pages on vodafone.. SO back I called to point this little FAQ out, and this new customer service agent spoke to me and said it can be done, she had done it before and would try do it for me. Succesfully changed she told me. So I tested it on her phone and YES it WORKS, no charge when calling m 027!
How can so many customer services agent not know this, but more importantly, how can a customer service supervisor be so sure it cant be done when it can!?

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173 posts

Master Geek

# 98259 4-Dec-2007 20:35
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I'm off the opinion that customer service reps (and their managers) are an entirely different life form that move around from service provider to service provider, with the sole purpose of FRUSTRATING THE HELL out of normal people!!

172 posts

Master Geek

  # 98271 4-Dec-2007 22:03
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Did they sound Egyptian?


3000 posts

Uber Geek


  # 98283 5-Dec-2007 00:02
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I gave up very quickly after speaking to egypt on what sounded like a crank-handle phone system with carbon microphones over a multi access radio link in some distant village and asking a very simple question about bestmate plans which the reps seemed to have no idea about....

Atrocious service still... Account disconnected the minute I figured out how to tell the local callcentre messages from the wops based ones.... shame their online tools are also still rubbish.

but..... no technical problems whatsoever! perfect service seems like they finally got that fixed somewhat.

93 posts

Master Geek

  # 98566 6-Dec-2007 15:22
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I sympathise with you guys fully. There is so much inconsistency in the customer service department around this.

Just a tip for future changes for your bestmate for on-account.

Try texting "CHG MATE" to 756. You will probably get a faster response through this way.

19 posts


  # 98850 8-Dec-2007 08:54
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What a debarkle! Luckily I've never experienced the Egyptain contact centre - does anyone no what type of calls they handle eg. is it just PP low value calls?

22532 posts

Uber Geek


  # 98980 8-Dec-2007 23:30
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I have had so much misinformation from their call center that I have given up calling ;)


3000 posts

Uber Geek


  # 99018 9-Dec-2007 11:04
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That's what I initially thought but it looks like they got egypt to do all the overflowsm nothing agaist the egyptians, it's just the pitiful training they provide to them. "enter the customers question into the portal and it will give you a pre formatted answer"

The on-account system has no realtime transacting now viza SMS or WEB access.
The SMS service is gone, the web service is just a submit form which is later actioned manually.

With prepay it's all instant and automatic and it's great! I just change my bestmate number in a whim. (I utilize it to call clients for support and no longer need to spend $80+ a month)

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