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  # 1430530 18-Nov-2015 17:13
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@Batwing are you calling the number shown on the invoice or calling another number?

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  # 1430533 18-Nov-2015 17:19
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In my experience it didn't matter what number you called. Even on 0508 888 800 I was sent to another queue. Very frustrating to say the least.

 
 
 
 


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  # 1430535 18-Nov-2015 17:22
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Haven't been on the website for a while, but that's where I went to find a support number.

Yes it says TCL on my invoice but why would I look there first when i'm already online? When I signed up with Vodafone I thought Vodafone would support Vodafone customers not relegate me to a second class by some unlucky stroke of geography.




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  # 1430538 18-Nov-2015 17:30
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Batwing: Haven't been on the website for a while, but that's where I went to find a support number.

Yes it says TCL on my invoice but why would I look there first when i'm already online? When I signed up with Vodafone I thought Vodafone would support Vodafone customers not relegate me to a second class by some unlucky stroke of geography.


I expect it'd be helpful if the flowchart or whatever the service people go through could be amended to tell telstraclear customers they have the wrong number, since this seems like a not uncommon mistake.


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  # 1430578 18-Nov-2015 18:57
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Perhaps even not making us call another number and helpfully passing us to the correct person. As I said I signed up with Vodafone, I wasn't aware I was apparently a TCL customer until I was refused help and told my customer number didn't exist, further digging was required to work out why. Don't phrase this as a customer mistake when it's a broken process.

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  # 1430614 18-Nov-2015 20:00
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rmt38:
I expect it'd be helpful if the flowchart or whatever the service people go through could be amended to tell telstraclear customers they have the wrong number, since this seems like a not uncommon mistake.


Not really, telling customers that they have the wrong number is terrible customer service.

If someone is a vodafone customer, and calls a phone number for vodafone on the vodafone website that says to call it for problems with broadband and the person cannot help them then it is a vodafone failure. They have not called the wrong number, the website has given them incorrect information or the call handling process is stuffed.




Richard rich.ms

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  # 1430766 18-Nov-2015 23:11
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richms:
rmt38:
I expect it'd be helpful if the flowchart or whatever the service people go through could be amended to tell telstraclear customers they have the wrong number, since this seems like a not uncommon mistake.


Not really, telling customers that they have the wrong number is terrible customer service.

If someone is a vodafone customer, and calls a phone number for vodafone on the vodafone website that says to call it for problems with broadband and the person cannot help them then it is a vodafone failure. They have not called the wrong number, the website has given them incorrect information or the call handling process is stuffed.


Agreed. 

It seems bizarre that customers acquired by VF taking over another business which it then killed off brand-wise are anything but VF customers, regardless of where they came from.





 
 
 
 




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  # 1430808 19-Nov-2015 06:25
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Geektastic: It seems bizarre that customers acquired by VF taking over another business which it then killed off brand-wise are anything but VF customers, regardless of where they came from.


It seems bizarre that customers who need help are made to wait on the telephone line while music chosen for being from New Zealand, rather than listenable, is played at them.  And played with a bad connection so it fades in and out and crackles.  They have to keep listening to this music up to two hours, continually paying attention so that they don't miss the person who eventually picks up and will hang up if they don't.

I guess in context, it's just another small piece of the picture.

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  # 1430810 19-Nov-2015 07:05
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@rmt38 2 hours hold time! When did you last call?

Hold times have dropped dramatically in the last few months

Vodafone has invested a lot of money getting hold times down by employing a load of new staff in Christchurch

Work is in progress to get all fixed line customers onto one CRM platform



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  # 1430822 19-Nov-2015 07:34
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johnr: @rmt38 2 hours hold time! When did you last call?

Hold times have dropped dramatically in the last few months

I was just putting the phone number confusion in context of my dissatisfaction with my worst case past experience.  I haven't called recently, not have I heard of any recent complaints about long wait times.

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  # 1430835 19-Nov-2015 07:43
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rmt38:
johnr: @rmt38 2 hours hold time! When did you last call?

Hold times have dropped dramatically in the last few months

I was just putting the phone number confusion in context of my dissatisfaction with my worst case past experience.  I haven't called recently, not have I heard of any recent complaints about long wait times.


This thread has some INFO

http://www.geekzone.co.nz/forums.asp?forumid=40&topicid=183916

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# 1430850 19-Nov-2015 08:03
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@rmt39 Lets get back on topic was the plan change completd for your Father?

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  # 1430945 19-Nov-2015 09:43
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rmt38:
Geektastic: It seems bizarre that customers acquired by VF taking over another business which it then killed off brand-wise are anything but VF customers, regardless of where they came from.


It seems bizarre that customers who need help are made to wait on the telephone line while music chosen for being from New Zealand, rather than listenable, is played at them.  And played with a bad connection so it fades in and out and crackles.  They have to keep listening to this music up to two hours, continually paying attention so that they don't miss the person who eventually picks up and will hang up if they don't.

I guess in context, it's just another small piece of the picture.


So true about the perpetual music and the irrationality of choosing it based on the passport of the musician rather than their skill level!







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  # 1431009 19-Nov-2015 11:01
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johnr: @rmt39 Lets get back on topic was the plan change completd for your Father?

Yes, thank you, he got it through.



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  # 1431011 19-Nov-2015 11:03
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Geektastic: So true about the perpetual music and the irrationality of choosing it based on the passport of the musician rather than their skill level!

I wouldn't mind waiting in the queue (any queue, not just vodafone) as much, if it just made non-intrusive sounds to indicate you were still on the line, and then did an alarm sound before getting answered.  That way I could put it on speaker and go about my day.

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