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632 posts

Ultimate Geek
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Topic # 183982 5-Nov-2015 11:50
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Before I get into the rant I want to make it clear that I have been a Vodafone customer for a long time and I have no plans to leave them. I have always supported them and will continue to do if they don't make things difficult as they have done on this occasion.

Anyways I re-signed my contract on the 19th Oct 2015 after they called me to let me know that the 6s plus is in stock. A week before they offered me the new phone every year free to re-sign which I accepted. All done contract signed and all good to go. I get my first invoice and that component is missing. I look at my contract and it is there. Call up the call centre this morning who asked me to send a copy of the contract which is do only to put me on hold and come and tell me there is nothing they can do I need to go back to queen street store to get it fixed. 

I send a tweet to Vodafone who are always proactive and ask me to send a copy of the contract and they will look into it ASAP. I do that only to be told since it was done at queen street store I need to go back there. To their credit they added a one off credit if $20 to fix this problem. I send them a DM back saying why is the onus on me to sort out these issues when its a Vodafone error. I am advised it needs to go back to point of sale which I understand however I would assume that someone at Vodafone needs to do that.

I then go to queen street store who sort out half the problem and then say the person who re-signed needs to fix it she can't do it. I mean how hard it is for someone at Vodafone to take ownership of something when clearly I have a copy of the contract which clearly mentions what needs to be there but isn't.

All I have heard from Vodafone this morning is its not my problem.

Anyways rant over but still waiting for the issue to be resolved and I hope the experience with Vodafone gets better.






Sid

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708 posts

Ultimate Geek
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  Reply # 1421596 5-Nov-2015 12:27
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Hi Sid

Sorry to hear this hasn't gone smoothly. I checked in with our social media advisors and understand Steve is looking to get that sorted for you. He has a background in sales and knows his stuff so you're in good hands there.

Cheers

Dylan

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Ultimate Geek
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  Reply # 1421605 5-Nov-2015 12:42
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I hear what you are saying and all I can add is that it appears to be the Vodafone processes that make it near impossible for some of the call centre staff to assist customers.

I am in the middle of what I would have assumed to be a simple request, but 3 calls later (and a lot of time on the phone to their offshore call centre) I am nowhere closer to getting the problem sorted. All I want is to for someone to take responsibility and pass a $19.49 credit from one account that was closed at Vodafone's insistence and transferred to another account that was opened (again at Vodafone's insistence - all because we had to change to a wireless homephone for my Mother in Law, who suffered a stroke and had to go into a rest home.

Different department and process I guess. But the reality is, it was Vodafone who insisted on a new account being opened and the old one closed. Now their process want allow them to make simple request and now want a copy of the enduring power of attorney, even though she gave Vodafone the authority for me to make those changes during an earlier call.

Got better things to do with my time for what is less than $20 and might just leave them to keep on sending out a monthly statement for the next 10 years lol.

Anyhow, rant over. It is not the call centre employee's fault. It is the horrible way Vodafone's processes work around the various divisions from what I can see.

 
 
 
 


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  Reply # 1421606 5-Nov-2015 12:43
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I have had the same problem with my fixed line contract. The problem has occured every month since July. I have given up trying to get it corrected as the $10 per month is now not worth the hours on the phone explaining things....

To my surprise I got a phone call yesterday out of the blue from Vodafone saying that the amount was (yet again) incorrect and they are going to correct it. 

It seems that the ability to alter contracts is above most CSR's pay grade.




My views (except when I am looking out their windows) are not those of my employer.

708 posts

Ultimate Geek
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  Reply # 1421658 5-Nov-2015 13:12
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DaveB: ... $19.49 credit from one account that was closed...transferred to another account that was opened... because we had to change to a wireless homephone for my Mother in Law.


Hi DaveB

Please send me a private message with details and I'll look into it. Home Phone Wireless is served from our mobile database whereas the old phone service would have been from another database. It could be complicated further if the accounts are in different names. Anyway, those are our problems to work around, not yours.

Cheers

Dylan



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Ultimate Geek
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  Reply # 1421968 5-Nov-2015 20:26
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All sorted now. Thanks for getting this sorted Dylan however I do feel that things should be sorted without having to use a forum. It wasn't until I came here that Steve looked at helping me. He had directed me to the store too however he took ownership of it eventually and got it sorted in the end. Great work Steve and great work Vodafone. 




Sid

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  Reply # 1422622 6-Nov-2015 21:29
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VodafoneDylan:
DaveB: ... $19.49 credit from one account that was closed...transferred to another account that was opened... because we had to change to a wireless homephone for my Mother in Law.


Hi DaveB

Please send me a private message with details and I'll look into it. Home Phone Wireless is served from our mobile database whereas the old phone service would have been from another database. It could be complicated further if the accounts are in different names. Anyway, those are our problems to work around, not yours.

Cheers

Dylan


Hi Dylan .... PM sent and thanks for the offer. I suspected your explanation is the root cause of the problem. I am sure the Call Center people do the best that they can albeit with limited tools and discretion.

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Ultimate Geek
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  Reply # 1423935 9-Nov-2015 18:49
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VodafoneDylan:
DaveB: ... $19.49 credit from one account that was closed...transferred to another account that was opened... because we had to change to a wireless homephone for my Mother in Law.


Hi DaveB

Please send me a private message with details and I'll look into it. Home Phone Wireless is served from our mobile database whereas the old phone service would have been from another database. It could be complicated further if the accounts are in different names. Anyway, those are our problems to work around, not yours.

Cheers

Dylan


Dylan,

Many thanks for your assistance and quick resolution. So often we jump onto a forum and blindly bitch and moan, but rarely do we jump on a forum and say thanks for your help. So thank you. Much appreciated.

Cheers Dave B

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