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.




12 posts

Geek


# 18962 31-Jan-2008 11:07
Send private message

I'm a long time Vodafone customer and supporter and also having developed many solutions around the vodafone network in the past.

This is a post on my blog regarding some bad customer service recently. Anyone else had similar experiences? A year ago they were falling over themselves to help me and sign up my two connections. A year down the track it's a very different story:

http://blog.svoboda.co.nz/2008/01/29/Vodafone+Poor+Customer+Service.aspx

View this topic in a long page with up to 500 replies per page Create new topic
 1 | 2 | 3
BDFL - Memuneh
63595 posts

Uber Geek
+1 received by user: 14074

Administrator
Trusted
Geekzone
Lifetime subscriber

# 107736 31-Jan-2008 11:10
Send private message

I read your blog post from my RSS feeds. When I sent a note to Paul at Vodafone he replied saying that he had already read it too.

But I guess this is how things go after a while. People get complacent after reaching a comfortable position, so you might say some of the sales people are not keen on doing more.

Not necessarily what the entire company is doing, but a bad experience nonetheless.






12 posts

Geek


  # 107739 31-Jan-2008 11:26
Send private message

Quick reply Mauricio :)

It's really sad as I had always enjoyed being a Vodafone customer as the customer service was always very good as well as the technology. I've been loyal for a long time, but I'm really suprised at the treatment.

Yesterday my significant other was also treated quite badly in store and had a sales person turn their back after an inquiry about getting a plan changed on the other account. It was met with with quite a snarly "that'll be $160 to disconnect your plan early".

Really really suprised.



 
 
 
 


3628 posts

Uber Geek
+1 received by user: 174

Trusted

  # 107741 31-Jan-2008 11:38
Send private message

Personally I have given up on visiting actual Vodafone stores.  The people they tend to hire are either:
*Just out of high school
*Have no manners
*Care more about their own business (sending texts, etc)
*Incompetent in terms of understanding the products and services they are selling
and/or
*Give you looks like you owe them a million bucks

Quite sad since I am a Vodafone supporter too.

I iz your trusted friend
5833 posts

Uber Geek
+1 received by user: 147

Mod Emeritus
Trusted
Lifetime subscriber

  # 107750 31-Jan-2008 12:01
Send private message

My experience with Vodafone Stores largely depend on which store I actually visited... IF you go to the REAL Vodafone Stores (a.k.a. not First Mobile etc), then they're pretty professional!

It's hard to tell which store is operate by whom, but if you see the store pretty grand and clean and well display with real phones for touch and feel experience... chances are they're the REAL Vodafone Store. While First Mobile etc will have their franchise sign displays inside (with Vodafone logo out on public display)... I think this was made clear that Franchise stores must distinguish themselves from the actual Vodafone Stores.




Internet is my backyard...

 

«Geekzone blog: Tech 'n Chips Takeaway» «Personal blog: And then...»

 

Please read the Geekzone's FUG

 


115 posts

Master Geek


  # 107876 31-Jan-2008 22:39
Send private message

I'm still waiting on a credit they promised me nearly 4-5 months ago.

Also waiting on a callback from a manager they promised me 2 weeks ago.




12 posts

Geek


  # 107895 1-Feb-2008 07:00
Send private message

chiefie: My experience with Vodafone Stores largely depend on which store I actually visited... IF you go to the REAL Vodafone Stores (a.k.a. not First Mobile etc), then they're pretty professional!

It's hard to tell which store is operate by whom, but if you see the store pretty grand and clean and well display with real phones for touch and feel experience... chances are they're the REAL Vodafone Store. While First Mobile etc will have their franchise sign displays inside (with Vodafone logo out on public display)... I think this was made clear that Franchise stores must distinguish themselves from the actual Vodafone Stores.


This was in Ellersie, it actually looked like a Vodafone store as I don't remember any other branding but it could have been.

DonkeyKong: I'm still waiting on a credit they promised me nearly 4-5 months ago.

Also waiting on a callback from a manager they promised me 2 weeks ago.



Seriously? That's not too hot. Whats with Vodafone?!

3628 posts

Uber Geek
+1 received by user: 174

Trusted

  # 107914 1-Feb-2008 09:05
Send private message

Yes, sometimes First Mobile and Digital Mobile stores do look like Vodafone-run stores.

I must say Vodafone-run stores are still better than First Mobile or Digital Mobile stores in terms of the staff they have.

First Mobile and Digital Mobile tend to hire high school kids (especially the ones in the malls). 

 
 
 
 


18 posts

Geek


  # 107950 1-Feb-2008 11:42
Send private message

Oh well, I guess it's time to add my recent experience with Vodafone.............

Last December I purchased a Nokia 6288 - as soon as I got it I immediately subscribed to Vodafone Mobile TV. This worked great up until last week when for some strange reason I could no longer view any of the Mobile TV 'channels'.

Every time I try to view any of the Moble Tv channels I first get a "temporary network problem" followed by a long wait and then "Loading...." and then something about an error while loading the page. Other times I get the " ! Ooops, Sorry, but we are unable to recognise your mobile number. If you are a Vodafone NZ customer we may need to add the VodafoneLive service to your account" Frown

The first thing I did was to reset the phone back to factory defaults and then re-attempt to connect to the Mobile TV channels. But no joy, everything else on the VodafoneLive site appears to work OK.

Yesterday afternoon, I went down the Vodafone shop on the ground floor of the Vodafone building on Lambton Quay. After describing the problem to the people there, I was first told that it may be related to the lack of 3G coverage in my area. After explaining that it was working fine up until last week in areas that I know have 3G coverage (ie Wellington CBD, Paraparaumu, Raumati, Johnsonville, Newlands etc etc) she then called the Vodafone Helpdesk. After passing on all the details to the person on the other side of the phone, she was then told that there was a problem with the Vodafone Live site/service and that they had 'just recieved an e-mail' telling them about a problem with the Mobiel TV service. And Vodafone would also refund me the $2.50 for the week of non-use.

Not satisfied with the answers I got, I called 777 and talked to some very nice lady. Again I described the problems I was having. After taking down the details I was put on hold (man, they need to do something about the music!). When she got back to me she explained that there seemed to be 'problem with my Sky subscription' and that it would take 3 to 5 working days to resolve(!)
I was then asked to provide some personal details, such as my name, the phone number (hmm....don't they have caller ID enabled?) and my home address (WTF?!?). When I queried why I had to give my address, she replied that it had to logged with the job and that the techs would not look at the issue if they didn't have an address!

So the questions I have are:

1) why can't I get a consistent answer?
2) what has my address have to be logged?
3) 3 to 5 workings days seems to be a long time to get was described to me (the second time) as a 'simple' issue
4) is there anyone at Vodafone who can actually tell me what is wrong and why?

BDFL - Memuneh
63595 posts

Uber Geek
+1 received by user: 14074

Administrator
Trusted
Geekzone
Lifetime subscriber

  # 107951 1-Feb-2008 11:56
Send private message

SpiderNZ: 2) what has my address have to be logged?


Because even thought it's a mobile service they can't even imagine you would actually use this on the move? Therefore they probably look for a reason to say "you are out of the service area"?

SpiderNZ:
4) is there anyone at Vodafone who can actually tell me what is wrong and why?


Is this a real question?




19282 posts

Uber Geek
+1 received by user: 2600
Inactive user


  # 107959 1-Feb-2008 13:07
Send private message

SpiderNZ

What happens if you try SIM in another 3G handset? This will help norrow down where the issue is

John

18 posts

Geek


  # 107968 1-Feb-2008 13:21
Send private message

John,

don't have another 3G handset on hand. Nor do I have a spare 3G SIM.

Before anyone asks, no, I did not dropped the phone before the problem started.

Seems a little odd that the only VodafoneLive service not working is Mobile TV

19282 posts

Uber Geek
+1 received by user: 2600
Inactive user


  # 107973 1-Feb-2008 13:36
Send private message

SpiderNZ: John,

don't have another 3G handset on hand. Nor do I have a spare 3G SIM.

Before anyone asks, no, I did not dropped the phone before the problem started.

Seems a little odd that the only VodafoneLive service not working is Mobile TV


Mobile TV uses a streaming profile!

I would try your SIM in another 3G handset before going further! issue could be handset related

18 posts

Geek


  # 107978 1-Feb-2008 14:09
Send private message

johnr:
SpiderNZ: John,

don't have another 3G handset on hand. Nor do I have a spare 3G SIM.

Before anyone asks, no, I did not dropped the phone before the problem started.

Seems a little odd that the only VodafoneLive service not working is Mobile TV


Mobile TV uses a streaming profile!

I would try your SIM in another 3G handset before going further! issue could be handset related


John, coould you elaborate on that? Not sure where the 'streaming profile' comes in. Is that part of the SIM or phone configuration?

19282 posts

Uber Geek
+1 received by user: 2600
Inactive user


  # 107979 1-Feb-2008 14:18
Send private message

Only worry about the handset.

1402 posts

Uber Geek
+1 received by user: 371


  # 108367 3-Feb-2008 22:28
Send private message

I have the identical problem with a Nokia 6234, and have had the identical experience with Vodaphone customer support as SpiderNZ had.   I have phoned five times and tell the same story over & over.    The CSR people are unable to tell me what is going on.   The other day I was browsing a recent Consumer magazine & Vodaphone & Xtra are right at the bottom for satisfaction ratings for their internet service.    I am beginning to understand why!   

Their 3-5 days resolution time is b.s.     They actually mean 3-5  business days so they can exclude weekends and public holidays.
Not that they contact you or tell you anything.     And why can't Vodaphone put something on their damn website apologising for this situation, & give their Sky Mobile TV customers some real information.


 1 | 2 | 3
View this topic in a long page with up to 500 replies per page Create new topic



Twitter and LinkedIn »



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 »

Air New Zealand uses drones to inspect aircraft
Posted 17-Jun-2019 15:39


TCL Electronics launches its first-ever 8K TV
Posted 17-Jun-2019 15:18


E-scooter share scheme launches in Wellington
Posted 17-Jun-2019 12:34


Anyone can broadcast with Kordia Pop Up TV
Posted 13-Jun-2019 10:51


Volvo and Uber present production vehicle ready for self-driving
Posted 13-Jun-2019 10:47


100,000 customers connected to fibre broadband network through Enable
Posted 13-Jun-2019 10:35


5G uptake even faster than expected
Posted 12-Jun-2019 10:01


Xbox showcases 60 anticipated games
Posted 10-Jun-2019 20:24


Trend Micro Turns Public Hotspots into Secure Networks with WiFi Protection for Mobile Devices
Posted 5-Jun-2019 13:24


Bold UK spinoff for beauty software company Flossie
Posted 2-Jun-2019 14:10


Amazon Introduces Echo Show 5
Posted 1-Jun-2019 15:32


Epson launches new 4K Pro-UHD projector technology
Posted 1-Jun-2019 15:26


Lenovo and Qualcomm unveil first 5G PC called Project Limitless
Posted 28-May-2019 20:23


Intel introduces new 10th Gen Intel Core Processors and Project Athena
Posted 28-May-2019 19:28


Orcon first to trial residential 10Gbps broadband
Posted 28-May-2019 11:20



Geekzone Live »

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


Support Geekzone »

Our community of supporters help make Geekzone possible. Click the button below to join them.

Support Geezone on PressPatron



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.