Bad Service at Vodafone

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LukasSvo

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#18962 31-Jan-2008 11:07

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

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BDFL - Memuneh
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#107736 31-Jan-2008 11:10

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.

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LukasSvo

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#107739 31-Jan-2008 11:26

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.

heavenlywild

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#107741 31-Jan-2008 11:38

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.

chiefie

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#107750 31-Jan-2008 12:01

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.

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DonkeyKong

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#107876 31-Jan-2008 22:39

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.

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Seriuously...........huh?

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LukasSvo

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#107895 1-Feb-2008 07:00

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?!

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heavenlywild

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#107914 1-Feb-2008 09:05

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).

SpiderNZ

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#107950 1-Feb-2008 11:42

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"

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?

freitasm

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#107951 1-Feb-2008 11:56

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?

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johnr

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#107959 1-Feb-2008 13:07

SpiderNZ

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

John

SpiderNZ

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#107968 1-Feb-2008 13:21

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

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#107973 1-Feb-2008 13:36

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

SpiderNZ

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#107978 1-Feb-2008 14:09

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?

johnr

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#107979 1-Feb-2008 14:18

Only worry about the handset.

amiga500

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#108367 3-Feb-2008 22:28

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.

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