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333 posts

Ultimate Geek
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# 176895 15-Jul-2015 13:17
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Well, I have to say that Vodafone provide an adequate ISP service in terms of their product, uncapped broadband cable, but their customer support is the worst I have ever encountered with an ISP. It was better when their call centre was based in NZ, but now that they are based offshore, their customer support staff seem to be unreliable (don't call back when they say they will), either deliberately lie, or are just plainly confused (say they will amend your account and do not do it). They also don't seem to keep accurate logs of calls, and keep you on hold for ever. A logical train of thought seems to be too difficult for some of them.

NZ-based ISP support is so much better. At least you get to talk with someone who has had a reasonable education and understands basic concepts of computing.

Perhaps this incompetence is a deliberate strategy of Vodafone, so that customers will get so frustrated trying to get errors fixed on their accounts, that they just eventually give up and pay Vodafone for an erroneous invoice. This is quite dishonest if this incompetence is by design.

My story is this: I manage my elderly aunt’s Vodafone account and back in May implemented a few changes.

On 23 May I rang Vodafone and asked them to disable their Yak Pak service (Monthly charge $20.39).

On 26 May, I rang Vodafone and asked them to upgrade the internet service from LightSpeed 60G to Unlimited Ultrafast Cable 50 and disconnect digital TV (Sky via Vodafone).

The Vodafone technician said that the service would take effect from midnight on the day that I called, and she also said that a new modem/router would be supplied within a couple of weeks, but the existing modem/router would continue to work with the uncapped service, but at a lower speed. A couple of weeks turned out to be one month, as the new modem/router did not get installed until 26 June.

At the time that I requested this service I was told that our account would be entitled to use the BestMates service, where you get to nominate up to 5 long distance or mobile numbers that can be used at no cost if the call duration is less than a certain timespan (from memory, I think this is 1 hour of free calling). I logged into my Vodafone account but could see that the BestMates service was not enabled on the website. Was the technician wrong or was this an administrative bungle on the website?. Whichever it was, we had to proceed without a service that had been promised.

Our Vodafone statement of 11 June arrived, and I was shocked to see that we were being charged for 64134 MB (64 GB)of extra data over top of the LightSpeed 60G datacap. This amounted to $94.39. We did not exceed the 60GB datacap of the old service until after midnight 26 May, so there should not have been any charge.

I rang Vodafone support about 14 June and was told that the lack of Bestmates service and the erroneous data charge was an error on their part. The technican said that due to some administrative reason she would have to look into the case and call me back within 48 hours. That call never came. I rang them back a week later and told them that our June account was in error, that our modem/router had not been installed, and that we still had no BestMates service. Much apologies were given and I was told that the BestMates Service had not been enabled because there was an outstanding “ticket” on our account. I said that this “ticket” in Vodafones administrative system is not my error but Vodafones, and suggested that they fix it and provide the services that I had been told would be effective from midnight 26 May. The technician said the ticket related to the fact that there was hardware waiting to be installed and I responded that, again, this is Vodafone’s issue, not mine.

I asked the Vodafone support person to tell me what I owed them, excluding the erroneously charged items. I was told $58.43. I thought this was too low, and asked her to double check the amount, but she insisted it was correct. So I paid it, thinking that all issues would now be resolved.

The modem/router was finally installed on 26 June. On 27 June I was finally able to set up the BestMates service, over one month after it had been promised. The outstanding ticket was now resolved

On about 10 July we get a statement from Vodafone dated 7 July. Like the previous statement, this one is full of errors:

1: we are are still being charged for a Yak Pak that we asked to be disabled on 23 May ($20.39)

 

2: We are being charged internet traffic usage from 07/06/15 to 06/07/2015 of 18097 MB ($26.54)

 

3: We were not able to use BestMates service for regularly called mobile numbers because of the outstanding “ticket” issue, even though we had been promised it from 26/05/2015 ($32.06)

 

This is a total overcharge of $78.99. I have given up calling Vodafone support as they don’t seem to be able to perform any logical synthesis when it comes to problem solving.

If Vodafone does not fix this issue by the end of this week I will close this account and used an NZ based ISP with an NZ-based support team.

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756 posts

Ultimate Geek
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  # 1344672 15-Jul-2015 13:27
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Please send me a private message with your account and contact details. I'll ask for this to be looked into.

563 posts

Ultimate Geek
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  # 1344778 15-Jul-2015 14:23
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KiwiTim:NZ-based ISP support is so much better. At least you get to talk with someone who has had a reasonable education and understands basic concepts of computing.


Whilst I agree that support is currently hit and miss (more miss than hit unfortunately), I don't think its fair to make wide sweeping statements like this.

a) Who is to say that the person you are speaking to doesn't have reasonable education and understands the basics - they do have an education system in the Phillipines
b) Who is to say that the NZ based support person has those things. I've dealt with plenty who I'd argue don't have either.

Whilst I understand that you are upset about the service, I don't think there's any call for the xenophobic-style remarks.

 
 
 
 




333 posts

Ultimate Geek
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  # 1344800 15-Jul-2015 14:49
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Dear r2b2,

You will notice that I did not mention a country or specific cultural group, and if I had that would have been xenophobic.

I prefer to talk to a support person who is well trained, speaks English well, and is also well linked to what their firm is doing on the ground in NZ.

In my experience, NZ-based ISP support is on average better than offshore support. Companies go off shore to save money.

I also prefer the support team to be based in NZ as then my cash is helping to provide NZ jobs, rather than jobs off shore.

I really don't care what racial group or ethnic background the support team comes from, that is totally irrelevant to me.

Your comment about my post being xenophobic is reading more into my comments than what I said, and you are wrong.



I

563 posts

Ultimate Geek
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  # 1344806 15-Jul-2015 14:56
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KiwiTim:

You will notice that I did not mention a country or specific cultural group, and if I had that would have been xenophobic.
...
Your comment about my post being xenophobic is reading more into my comments than what I said, and you are wrong.


You were talking about non-NZ based call centres - just because you not targetting a specific country or cultural group doesn't really matter. Definition of xenophobia from Google: dislike of or prejudice against people from other countries

You are welcome to your opinions of course but I just don't think its fair to make wide sweeping statements about groups of people that you don't know the background of.



4238 posts

Uber Geek
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  # 1344810 15-Jul-2015 15:07
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r2b2:
You were talking about non-NZ based call centres - just because you not targetting a specific country or cultural group doesn't really matter. Definition of xenophobia from Google: dislike of or prejudice against people from other countries

You are welcome to your opinions of course but I just don't think its fair to make wide sweeping statements about groups of people that you don't know the background of.




You break the FUG by calling the OP xenophobic . 

I really doubt that is the case, you mistake xenophobia for frustration. 

To the OP, it is really annoying as i've been on the end of this kind of thing before too.  Vodafone are supposed to be getting better though ,maybe you've been unlucky a few times .




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  # 1344813 15-Jul-2015 15:11
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There are good and bad Customer Service Representatives in every country, placing all the contact centers in NZ will not change that.




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.

 

 


563 posts

Ultimate Geek
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  # 1344814 15-Jul-2015 15:11
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surfisup1000:
r2b2:
You were talking about non-NZ based call centres - just because you not targetting a specific country or cultural group doesn't really matter. Definition of xenophobia from Google: dislike of or prejudice against people from other countries

You are welcome to your opinions of course but I just don't think its fair to make wide sweeping statements about groups of people that you don't know the background of.


You break the FUG by calling the OP xenophobic . 

I really doubt that is the case, you mistake xenophobia for frustration. 


Ok I'll shut up in this thread now but bear in mind I was talking about xenophobic-style remarks not meaning that he was xenophobic as a person. I apologise if it was seen as an attack on the person and not the content.

 
 
 
 




333 posts

Ultimate Geek
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  # 1344816 15-Jul-2015 15:16
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Definition of xenophobia from Google: dislike of or prejudice against people from other countries

I dislike the service that Vodafone Support is supplying from overseas, not the people. There is a huge distinction between the two.

I do have prejudice for supporting employment in NZ as I prefer jobs being created here rather than overseas. What is wrong with that?

This is getting off topic: if you have something useful to comment here on Vodafone support then please post it.



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Uber Geek
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  # 1344830 15-Jul-2015 15:51
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If it's some consolation, I've been mired in pit of dispair for weeks dealing with problems sorting my parents' Vodafone account. (I shudder to think how older/less tech-savy people get on without others like us to assist.) I've experienced the same issues - the classics of waiting for ages, being given contradictory information and advice, multiple promised call-backs not happening, being sent from one department to another due to not understanding the nature of the problem (which appeared to relate to a lack of decent notes on file)... In reality, I think I had to deal with just as many problems from NZ-based staff as those based off-shore.

It wasn't until I contacted John R via Geekzone that the problems started getting resolved; he and a guy called Jaz (in complaints) have been really good in sorting stuff out (or having it sorted out), and finally today I think all the problems have been resolved. And this is after what I conservatively estimate to be 10 hours on the phone.



333 posts

Ultimate Geek
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  # 1344847 15-Jul-2015 16:15
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jonathan18: If it's some consolation, I've been mired in pit of dispair for weeks dealing with problems sorting my parents' Vodafone account. (I shudder to think how older/less tech-savy people get on without others like us to assist.) I've experienced the same issues - the classics of waiting for ages, being given contradictory information and advice, multiple promised call-backs not happening, being sent from one department to another due to not understanding the nature of the problem (which appeared to relate to a lack of decent notes on file)... In reality, I think I had to deal with just as many problems from NZ-based staff as those based off-shore.

It wasn't until I contacted John R via Geekzone that the problems started getting resolved; he and a guy called Jaz (in complaints) have been really good in sorting stuff out (or having it sorted out), and finally today I think all the problems have been resolved. And this is after what I conservatively estimate to be 10 hours on the phone.


I hear what you are saying. More poor old Aunt, who is the sweetest little old lady you could meet, just cannot deal with this. Her husband has recently had to go into a secure dementia ward, and she just does not have the emotional energy to deal with this, so I said I'd take care of it.

ISP customer service should not be this difficult. 

537 posts

Ultimate Geek
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  # 1344904 15-Jul-2015 17:03
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My recent favourite is calling back from a missed call with no message left. Giving my account number and being told I've called the wrong number, getting through to supposedly right person who repeatedly assured me it was my fault I called the wrong number.

Being told I have fibre when I clearly have cable.

Being told I am a Telstra customer, though i signed up only a couple of months ago.

Getting told my incident number doesn't exist, though it was emailed to me.

Thankfully I did get the requested call back from L2 though earlier this week.

Got a text message asking for 'capture', to whcih I replied over a day ago and still don't have a response to explaining what a capture is (wireshark?), or where to send the capture. A phone call resulted in not being able to find any record or explain further. Back to square one I guess!



333 posts

Ultimate Geek
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  # 1344907 15-Jul-2015 17:10
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Congratulations Vodafone NZ! The problem is solved because of this forum. Where would we be without Geekzone?

Vodafone NZ staff solved all of this in a few hours, vs. many weeks via the overseas call centre.

I am sure happy that the problems are finally fixed. 

646 posts

Ultimate Geek
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  # 1344910 15-Jul-2015 17:14
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Heres the trick.


When calling support (and somehow you manage to get through before you turn eighty...) ask them to forward you to NZ support.

Works like a charm.
No grief.


#callcenter playa  tongue-out




NZ / AU Battlefield 4 Gaming Community
http://www.sonsofvalour.net/forums/forum.php

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Uber Geek
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  # 1344917 15-Jul-2015 17:24
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VF have been harping on for a while that they are fixing their customer support, it seems like there is still a problem and as usual it takes posting here or over on VF community for someone a bit further up the ladder to take action, it shouldn't be like that!

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Uber Geek
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  # 1344922 15-Jul-2015 17:36
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I agree it shouldn't be like that but nothing in the world will make it 100% perfect, So complaints will happen and processes will change and this is why staff volunteer time on Geekzone and other social media sites,

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