One-minute Vodafone wait times?

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Topic # 183916 3-Nov-2015 13:42

Today I received an addressed brochure from Vodafone - very nicely formatted as a red gift box containing the VF pig mascot.

extracts:

We're working hard to deliver to you. ...

If you've called us recently you may have noticed big improvements in our wait times.

On average, we're now answering calls within 1 minute, with 65% in 30 seconds.
Our customer care team is now 1,000 strong.
Last month, we answered 500,000 calls and emails.

Have any Geekzoners been answered within 60 seconds recently?

(Sales don't count - they've always been faster)

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Reply # 1419827 3-Nov-2015 13:53

i guess they need to define what answer means

is that from when it starts ringing once you dial the number to when you speak to a CSR or something else

clever wording can make most things sound good

Handsomedan

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Reply # 1419828 3-Nov-2015 13:53

3 people support this post

Yup.

They were so surprisingly quick I nearly hung up! Thought I had the wrong number.

Not only that, they were really helpful!!!

Handsome Dan Has Spoken.

Scotty1986

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Reply # 1419999 3-Nov-2015 16:29

I called the other night and the wait time was 30mins, I hung up. I called the next day and they picked up straight away. So must depend of time of day and day of the week maybe.

quickymart

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Reply # 1420099 3-Nov-2015 18:18

One person supports this post

Quick answer times are all well and good, but if the person who answers just wants to transfer you as quick as possible to the next person, well...

Batman

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Reply # 1420110 3-Nov-2015 18:27

Something's got to give ...

ludez

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Reply # 1420111 3-Nov-2015 18:30

Ive been with vodafone so long now and cant remember ever having to wait longer then 10 minutes to get through.1 minute is amazngly quick shall i ever need to call them it will be fast

Scotty1986

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Reply # 1420152 3-Nov-2015 19:51

ludez: Ive been with vodafone so long now and cant remember ever having to wait longer then 10 minutes to get through.1 minute is amazngly quick shall i ever need to call them it will be fast

You must have a stable connection then. I don't think I am the only one who has waited over 2 hours, only then to get transferred, then disconnected from the call.

dacraka

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Reply # 1420215 3-Nov-2015 21:32

True, few seconds and it was answered!

Boeingflyer

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Reply # 1420970 4-Nov-2015 16:53

Less than 30 seconds the other day but the person on the phone couldn't speak much english so i just said 'iPhone' and got put through to a real helpful guy that i assumed was from NZ.

ludez

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Reply # 1420982 4-Nov-2015 17:01

Scotty1986:
ludez: Ive been with vodafone so long now and cant remember ever having to wait longer then 10 minutes to get through.1 minute is amazngly quick shall i ever need to call them it will be fast

You must have a stable connection then. I don't think I am the only one who has waited over 2 hours, only then to get transferred, then disconnected from the call.

Yeah i guess ive got a stable line in the last 6 years or so havent really had any issues at all

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Reply # 1420985 4-Nov-2015 17:03

ludez:
Scotty1986:
ludez: Ive been with vodafone so long now and cant remember ever having to wait longer then 10 minutes to get through.1 minute is amazngly quick shall i ever need to call them it will be fast

You must have a stable connection then. I don't think I am the only one who has waited over 2 hours, only then to get transferred, then disconnected from the call.

Yeah i guess ive got a stable line in the last 6 years or so havent really had any issues at all

Lucky you!

You're obviously not on cable

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gregmcc

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Reply # 1421028 4-Nov-2015 17:26

I love VF's inventive way they deal with problems they can't sort out.....they simply marked the problem as solved and walk away, Had this twice recently....

afe66

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Reply # 1421039 4-Nov-2015 17:39

Yes.

Last week rang them 3 times within an hour and they answers all 3 times within 15s.

Previously I rang from work because I could leave my phone on speaker while I worked. Last time I did that (?6 months ag) I spent 90 minutes on hold.

A.

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Reply # 1421042 4-Nov-2015 17:41

gregmcc: I love VF's inventive way they deal with problems they can't sort out.....they simply marked the problem as solved and walk away, Had this twice recently....

@gregmcc Please provide more detail and ticket numbers to me via DM

John

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Reply # 1421147 4-Nov-2015 20:55

I've recently had several good experiences calling Vodafone on behalf of customers I support for their IT requirements. I didn't even need to wait 30 seconds, a CSR answered the call almost immediately, I was quite surprised and they were even NZ based. Sadly though i've had completely the opposite experience with Spark customer support.

I recently had a customer with a DSL302G or similar modem and complaining of slow internet speeds and they were with Spark. The first thing I did was look up their address on the Chorus website and yes fibre was available. I told them to contact Vodafone for fibre as the wait times for Spark were ridiculous, plus all the recent threads on GZ regarding Sparks poor service. I am too a Spark fiber customer for my Auckland residential address, and in light of all the complaints about them on GZ i'm now considering a change to Vodafone.

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