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Topic # 180664 17-Sep-2015 10:48
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I came from the UK and arrived to NZ early August and moved into my new home in Wellington on the 17th so as with everyone else I required a new connection to be installed into my home to connect me to the rest of the world, here is my experience...

I called up Vodafone and had a very helpful sales advisor that asked me all the necessary questions to sign up. I opted for the Naked Unlimited 100/10M Ultra Fast Cable service which was provide in my area. The advisor said he required a copy of my passport and NZ work Visa (since I dont have a drivers licence) for which I emailed through while we were on the call. He checked everything over and confirmed everything was fine and would process the order. He advised that my connection should be installed by the 22nd August.

Later that day I received an email from the advisor saying he was unable to use my land line phone number as a contact number for the order (I was staying at a family members house and had used their home phone number). He insisted that a mobile number was required so we gave him my partners mobile number since I did no have a mobile number. Once received he confirmed again everything was fine and order was being processed and to expect service install by the 22nd.

I had heard nothing so on the 21st I called Vodafone to ask for an update. The call lasted 11 minutes and I was told the order did not have an install date assigned to it yet. 10 minutes after that call I then received an email from the original sales advisor telling me he was unable to progress the order since my current  NZ Work Visa expired in less than 12 months which was required for the contact length. I explained to him I would be staying here for longer and this would extended however he said the credit review team would not pass it - I would have to restart the application with an open plan and pay the additional install fee costs. I agreed to this but was then advised (which I must commend since he was helping me out) the following:

"Ok so I have discussed with my team leader the best option for your situation. This would mean setting you up on our 40 gb broad band and home phone open term package as we cover the installation costs with this plan and then upgrading you to unlimited and removing the home phone in a months’ time. With this plan we provide a modem however it is not wireless so you would have to connect via Ethernet cable or look at purchasing your own wireless router in the future. This is the best way we can provide you with a plan that won’t be locked into a contract and you won’t have to face large installation fee’s."

I had him confirm the costs etc. and agreed we could go down this route and I would purchase my own wireless router for which I went ahead and did that day so I would be ready for my install the following Thu/Fri as per his response:

"Ok cool I can run the order for that now, I have all your details so there is no need for more information. Placing the order today you will have a technician in contact with you by Thursday/Friday next week with an installation date and time. As I mentioned the modem we provide isn’t wireless so you will have to connect via Ethernet or perches your own wireless modem that is compatible on a cable connection."

So, to keep you on the right timeline..

17/08 : Original Order - Expect install by the 22/08
21/08 : Original Order Cancelled and New Order Placed - Expect install by the 27/08 or 28/08

So I waited in the house but the 27th passed and the 28th arrived and still no contact. I called Vodafone up and after a 14 minute call was told that there was no engineer due that day and the engineer date an not yet been assigned however I should expect it by the following Friday (04/09).

Another week passed and it was now the 4th September and still no contact and still no connection. I called Vodafone again asking what was happening. This time it was a 43 minute call before they told me no engineer would be out today however there was an engineer booked to arrive tomorrow (05/09) between 9:30-12:30. It took long enough but party time, we have movement and tomorrow I join the digital world again..

Unfortunately party time was short lived. 12pm had arrive and no sign of the engineer so I called Vodafone to have them confirm his arrival but I was then told "Sorry, the engineer will not be arriving today. He tried to call you on your mobile however the number was invalid and would not work". I asked her to confirm he number and it was correct so she agreed it may have just been user error when dialling the number (I dont quite buy this but ok, mistakes happen).. so can you call him and tell him I am still waiting for his arrival and will he be here this afternoon? "No, he cant make it today however he will reschedule and call you with a confirmed time". Can you give me any idea when, tomorrow? "Sorry, I cant advise however he will definitely call you.

So time line update..

17/08 : Original Order - Expect install by the 22/08
21/08 : Original Order Cancelled and New Order Placed - Expect install by the 27/08 or 28/08
27/08 : No Engineer
28/08 : No Engineer
28/08 : Called and advised engineer would not be arriving but was due by 04/09
04/09 : No Engineer
04/09 : Called and advised engineer would not be arriving but was due tomorrow 05/09
05/09 : No Engineer
05/09 : Called and advised engineer could not work a phone properly (my take on it) but will learn and call you to rearrange


So I waited patiently.. 5 days passed and I had heard nothing again, today was the 10/09. I called up and asked for another update. This time I was told the engineer had been scheduled for 12/09 between 12:30 - 4:30pm. Why did I not receive any calls or confirmation on this? They couldn't advise but promised me engineer will definitely be there this time.

The next morning, the 11/09, I got a knock at the door. It was Downer, "We are here to lay the cable from the post to the house". Suprised since I had not expected anyone today and more surprised wondering how had they planned on completing the install on the previous 3 appointments when there was no cable going to the house yet? I didn't make a song n dance about it since tomorrow the Vodafone engineer was due to do his bit and so I would eventually be online, only 3 weeks later than originally advised!

Wake up all excited on 12/09, today is the day. 12:30 arrives.. when is he going to get here? I have lunch, potter around the front garden waiting.. 4pm now, I have a bad feeling, I better call.. "Sorry sir, your engineer wont be out with you today. He took sick and was unable to come into work". What!?! So you only have 1 engineer? Why did no one call me to advise? "I am very sorry sir, I can't tell you anything but I will put you on hold and schedule another appointment".. "how does Tuesday 15th work? morning ok for you?".. I'll have to take time off work again but let do it, please dont let me down. "sorry sir, I will monitor this order personally myself and make sure it is done, the engineer will call you 30 mins before arriving". Ok, we will see..

Today is the day (again!), its 15/09.. I am up early eagerly waiting.. today I decide I will pre-empt any excuses or problems and call at 9am to confirm the engineer arrival. 25 minutes on the call I am then told yes, he will be there today and will call you 30 mins before arrival. He is due between 12:30 - 4:30pm.. eh? its changed? ok.. I'm off the whole day so I will wait.

It is 3pm now, no call from engineer and no sign of him yet. I call Vodafone yet again, this time I am told that they are unable to give me any update since the team is out in the field and they dont know their schedule but if I want an update I can call Chorus on 0800 600 100. Of course I want an update! ok, I will call them.. so 3:30pm I am on the phone to Chorus and despite being as helpful as she can but after 25 minutes she is telling me "we have no active orders on the system, Vodafone have access to this same system so they should have been able to tell you. I'm sorry but all I can see is your Downer visit on the 11/09 and this is it. Sorry sir, you will need to go back to Vodafone". What!?!? I have a lot of patience (as you can probably see) but now I have had enough. It's 4pm, no calls from engineer, no sign of engineer and now I am being told there are no orders in the system.. I call Vodafone again, "I'm sorry sir, I will look into it, I need to put you on hold..  ..hello sir, an engineer will be with you within 30 minutes"

Eventually.. 5pm on 15/09 an engineer turns up, very friendly guy who actually tells me many people have complaints about installs now and was not surprised that I had so many issues. It ook 3hrs for engineer to complete his work and at 8pm he finished up and yipeeeee! I now have internet... THANK YOU!!


So a quick run down to tie this all up..

Place initial oder on the 17th August and have service turned up on the 15th September.

Final Time Line:
17/08 : Original Order - Expect install by the 22/08
21/08 : Original Order Cancelled and New Order Placed - Expect install by the 27/08 or 28/08
27/08 : No Engineer
28/08 : No Engineer
28/08 : Called and advised engineer would not be arriving but was due by 04/09
04/09 : No Engineer
04/09 : Called and advised engineer would not be arriving but was due tomorrow 05/09
05/09 : No Engineer
05/09 : Called and advised engineer could not work a phone properly (my take on it) but will learn and call you to rearrange
10/09 : Called and advised engineer was due on 12/08
11/09 : Downer arrived and laid cable from post to house
12/09 : No Engineer
12/09 : Called @ 4pm and told engineer cant make it since he had taken ill but a new appointment has been made for 15/09
15/09 : Engineer Due @ 12:30pm - 4:30pm
15/09 : Called @ 9am and told appointment is definitely confirmed
15/09 : Called @ 3pm and told unable to provide update but to call Chorus
15/09 : Called Chorus @ 3:30pm, told "no active order in system"
15/09 : Called @ 4pm, told engineer is due in 30 mins
15/09 : 5pm - Engineer arrives
15/09 : 8pm - Service is activated and engineer leaves


Total Time from Order to Provision: 29
Number of calls made to Vodafone : 12
Call backs received from Vodafone: 0
Total Time waiting on Phone : 182 minutes
Days wasted waiting an engineer: 5




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383 posts

Ultimate Geek
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  Reply # 1388897 17-Sep-2015 10:52
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did you add the time it took to write that post ?






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Geek
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  Reply # 1388898 17-Sep-2015 10:58
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smile lol, totally..

Well, I took notes every time I called them or had a missed appointment so most of that was copy & pasting from my notes.

Unfortunately I believe if I wrote a complaint to Vodafone about it nothing much will come of it.. so though it best just to make my experience public instead.

 
 
 
 


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  Reply # 1388901 17-Sep-2015 11:00
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Can you DM me some contact details please so we can take a look

Thanks

383 posts

Ultimate Geek
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  Reply # 1388903 17-Sep-2015 11:02
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moschops: smile lol, totally..

Well, I took notes every time I called them or had a missed appointment so most of that was copy & pasting from my notes.

Unfortunately I believe if I wrote a complaint to Vodafone about it nothing much will come of it.. so though it best just to make my experience public instead.



Johnr maybe able to sort this for you






Nexus 5X
Magic TV 3600
Sony EX700

 

Unblocking service
Amazon Fire TV x 2  = Netflix USA + Hulu Plus + Showtime + HBO Now
Lightbox
Tivo



Baby Get Shaky!
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  Reply # 1388912 17-Sep-2015 11:12
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Curious that Vodafone told you to call Chorus when a cable install should have nothing to do with them.

646 posts

Ultimate Geek
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  Reply # 1388952 17-Sep-2015 11:51
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Oh god. I don't know about anyone else, but I took one look at the massive wall of text.... and was like "nope".


OP for the future, please just summarise into a short list of bullet points or numbered list.
Post should not be longer than 1/3 of my screen.


E.g

1) Signed up for cable.
2) Issue #1 - not setup etc
3) No customer response 2 weeks on.
4) Issue #2 - more grief due to blah..


^ Easy.


Want to come to the forums to read short statements, not a novel.  (just being honest, not bagging you man)



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  Reply # 1388969 17-Sep-2015 12:06
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But the longer post reflects his frustration better...

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Master Geek
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  Reply # 1388971 17-Sep-2015 12:07
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Shame on you Vodafone

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Uber Geek
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  Reply # 1388972 17-Sep-2015 12:07
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NZCrusader: Oh god. I don't know about anyone else, but I took one look at the massive wall of text.... and was like "nope".


OP for the future, please just summarise into a short list of bullet points or numbered list.
Post should not be longer than 1/3 of my screen.


E.g

1) Signed up for cable.
2) Issue #1 - not setup etc
3) No customer response 2 weeks on.
4) Issue #2 - more grief due to blah..


^ Easy.


Want to come to the forums to read short statements, not a novel.  (just being honest, not bagging you man)




The problem with your comment is that dealing with Vodafone seems to evolve into situations that take a wall of text to cover; with so many problems and reschedules it wouldn't all fit in a few lines!  But do think a TL;DR would have helped the OP's message a lot.

697 posts

Ultimate Geek
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  Reply # 1388977 17-Sep-2015 12:15
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Sorry to hear this was such a bad experience.

John has passed the account details on to me and I'm looking into it with a colleague. We have a request in to switch it to naked broadband overnight, and after that's done will get in touch to confirm a couple of details.



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  Reply # 1389380 17-Sep-2015 23:33
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What a horrible first impression for a new customer.

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Ultimate Geek
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  Reply # 1390526 20-Sep-2015 08:59
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Sadly, it's a pretty common occurrence with Vodafone. My parents and their neighbour went through something very similar recently. In my own dealings with VF, I would say only 1/4 of all promises to call back or follow up were ever honoured.

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  Reply # 1390730 20-Sep-2015 19:23
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Ditto. Seems be be a recurring theme with Vodafone I'm afraid. I endeavoured to switch my mother's grandfathered postpay mobile to prepaid. Could not be done without the retention team calling, who incidentally, never called. It was easier to switch provider.

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  Reply # 1390754 20-Sep-2015 20:45
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If Vodafone ever actually call you back when promised, buy a lotto ticket and I guarantee you'll win.


(it's a safe bet because Vodafone will never call you back) 

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  Reply # 1390757 20-Sep-2015 20:51
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MadEngineer: If Vodafone ever actually call you back when promised, buy a lotto ticket and I guarantee you'll win.


(it's a safe bet because Vodafone will never call you back) 


I worked in customer service for a while and always called customers back and followed up on things and still help out where possible today and speak direct to customers at times and this is not part of my official job roll I also personally know other staff that work in front line today and do an amazing job

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