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.


View this topic in a long page with up to 500 replies per page Create new topic
1 | 2 
3204 posts

Uber Geek
+1 received by user: 601


  Reply # 1390759 20-Sep-2015 20:59
One person supports this post
Send private message

It's a pity there aren't more people like you answering the phones there still John :(

19290 posts

Uber Geek
+1 received by user: 2600
Inactive user


  Reply # 1390770 20-Sep-2015 21:09
Send private message

quickymart: It's a pity there aren't more people like you answering the phones there still John :(


There are

 
 
 
 


3204 posts

Uber Geek
+1 received by user: 601


  Reply # 1390774 20-Sep-2015 21:23
Send private message

It doesn't seem like it, looking at the FB page frown they need more people like you!

19290 posts

Uber Geek
+1 received by user: 2600
Inactive user


  Reply # 1390776 20-Sep-2015 21:28
Send private message

quickymart: It doesn't seem like it, looking at the FB page frown they need more people like you!


Yes Facebook rants like the customer I helped last week that was complaining about Vodafone / Sky billing and when all checked out Vodafone was under charging the customer, Now the customer is paying more per-month by about $7

They had a discount they were not entitled to

987 posts

Ultimate Geek
+1 received by user: 651

Subscriber

  Reply # 1390822 20-Sep-2015 23:02
Send private message

Yep sure, all the Facebook posters are all crazy ranters who have no point whatsoever. Just like how all the people describing poor customer service experience in this thread are.

*rolls eyes*



19290 posts

Uber Geek
+1 received by user: 2600
Inactive user


  Reply # 1390873 21-Sep-2015 07:50
Send private message

dejadeadnz: Yep sure, all the Facebook posters are all crazy ranters who have no point whatsoever. Just like how all the people describing poor customer service experience in this thread are.

*rolls eyes*




Did I say " all " ? No I did not was pointing out " one " I looked into last week

Some are very valid and they just don't appear on the VodafoneNZ page

20 posts

Geek
+1 received by user: 9


  Reply # 1392426 23-Sep-2015 07:53
One person supports this post
Send private message

People rarely seek out a company's Facebook page to compliment. 99.9% of the time people only post their grievances publicly. When was the last time any of us praised a company on their FB page?

1347 posts

Uber Geek
+1 received by user: 320


  Reply # 1393051 23-Sep-2015 20:26
Send private message

This is true, but take a look at the competitions' facebook pages.  Noticeably void of complaints and instead full of the usual marketing material.

I've said this before but they could learn a lot from a basic ITIL handbook.  Calling a customer back and following up to ensure that they're happy is such a basic thing it's ridiculous.  If a customer lodges a fault and a CSR promises to call back, their ticketing system should show up a scheduled red flag that the whole team can see should anyone peruse the open tickets and should be on the front screen of that CSR's ticketing system home page every time they open their browser.

It should NOT be exclusively in that CSR's Outlook calendar ready to be missed should they have a sick day, then delete the task cause too much time has passed where the CSR just fobs the customer off as is currently the case.

I deal with Vodafone's "Select" support line regularly (and FTR, that instant answer with no ringing gets me everytime ...) and they don't ever call back to check that a customer is happy before closing off a job.  If Chorus close a job, as far as Vodafone are concerned the customer must be happy, too.  This is completely different to how Spark operate.

19290 posts

Uber Geek
+1 received by user: 2600
Inactive user


  Reply # 1393071 23-Sep-2015 20:53
Send private message

MadEngineer:This is completely different to how Spark operate.


You reckon? I don't think so I had to walk into Spark head office a few weeks back and request to speak to someone cause 4 weeks warning of a move to a house with a ONT already installed was not connected and no one would help on the phone after 2 hours on hold and just had to escalate a change plan request on our home connection from 80GB to unlimited that took many phone calls as it did not work online, Finally got move to the unlimited plan just today

Thanks to Peter here on Geekzone that works for Spark or I would still be waiting for the Fibre ONT to be connected up

1347 posts

Uber Geek
+1 received by user: 320


  Reply # 1393075 23-Sep-2015 20:58
Send private message

I was comparing Vodafone "Select" vs Spark's managed data service, not domestic.  The point was, even Vodafone's top service level doesn't adhere to ITIL.

19290 posts

Uber Geek
+1 received by user: 2600
Inactive user


  Reply # 1393077 23-Sep-2015 20:59
Send private message

MadEngineer: I was comparing Vodafone "Select" vs Spark's managed data service, not domestic.  The point was, even Vodafone's top service level doesn't adhere to ITIL.


We adhere to ITIL as much as possible on the IT side

1347 posts

Uber Geek
+1 received by user: 320


  Reply # 1393079 23-Sep-2015 21:04
Send private message

Maybe start including your customers and especially your helpdesk in the ITSM/ITIL loops?

3204 posts

Uber Geek
+1 received by user: 601


  Reply # 1393146 23-Sep-2015 22:20
Send private message

Heh, Select Support. I remember that team.

1 | 2 
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 »

Nothing nebulous about Microsoft’s cloud-transition
Posted 21-Jul-2017 15:34


We’re spending more on tech, but not as much as Australians
Posted 21-Jul-2017 11:43


Endace announces EndaceFabric for network-wide packet recording
Posted 20-Jul-2017 20:49


Acorn 6: MacOS image editing for the rest of us
Posted 20-Jul-2017 17:04


HTC faces backlash over keyboard pop-up ads
Posted 19-Jul-2017 15:53


BNZ adds Visa credit cards to Android Pay wallet
Posted 18-Jul-2017 19:44


Still living in a Notification hell – Om Malik
Posted 18-Jul-2017 13:00


Duet Display uses iPad to extend Mac, PC
Posted 18-Jul-2017 10:58


PC sales could be worse
Posted 17-Jul-2017 07:34


Crypto-currencies, tulips, market bubbles
Posted 17-Jul-2017 06:38


NZ Tech Podcast: Big batteries, solar cars, cold war, IoT
Posted 16-Jul-2017 16:53


Vodafone Australia mulls Wisp alliance, NZ implications
Posted 13-Jul-2017 16:49


Rural health professionals see fibre pay-off
Posted 13-Jul-2017 11:52


Vodafone announces expansion of $5 Daily Roaming
Posted 13-Jul-2017 10:20


Intel unveils powerful Intel Xeon Scalable processors
Posted 12-Jul-2017 20:41



Geekzone Live »

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



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.