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Topic # 183916 3-Nov-2015 13:42
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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
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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

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  Reply # 1419828 3-Nov-2015 13:53
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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.

 
 
 
 


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  Reply # 1419999 3-Nov-2015 16:29
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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.

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  Reply # 1420099 3-Nov-2015 18:18
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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...

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  Reply # 1420110 3-Nov-2015 18:27
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Something's got to give ...

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  Reply # 1420111 3-Nov-2015 18:30
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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 cool

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  Reply # 1420152 3-Nov-2015 19:51
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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 cool


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.

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  Reply # 1420215 3-Nov-2015 21:32
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True, few seconds and it was answered!

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  Reply # 1420970 4-Nov-2015 16:53
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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.

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  Reply # 1420982 4-Nov-2015 17:01
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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 cool


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
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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 cool


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  smile




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  Reply # 1421028 4-Nov-2015 17:26
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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....

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  Reply # 1421039 4-Nov-2015 17:39
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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.

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  Reply # 1421042 4-Nov-2015 17:41
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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
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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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