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# 19381 14-Feb-2008 14:36
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When my January Vodafone bill arrived (late) a windy Wellington day unfortunately took it from me and gave it to a stormwater drain on my way home from the PO Box (Much to my partners amusement).

Wanting another copy, I rang 777 straight away and requested them send another, that was fine the CSR said after me waiting on hold over 10 mins, but it will cost you $5 for a reprint. I wanted the copy so I accepted and waited for the bill to arrive. Close to 2 weeks later after recieving nothing I phoned Vodafone again, and after a 7 minute wait I was informed that yes I had been charged the $5 for the reprint, but it seems the CSR never actually bothered to action the reprint and get another bill my way. She assured me she would print a copy off herself right now and put it in that nights post. 8 days later (yesterday) still neither copy had arrived so I called again. I was advised there were long wait times however my call was answered in less that a minute by what I can assume is one of their new CSR's based in Egypt (The pervious 2 ladies I had spoken to were either in NZ, or did a very very very stunning job of sounding like a Kiwi).

The guy I spoke to was really great, and immediately offered to send me a PDF copy by email, it arrived before I had hung up the phone even! I immediately (again, have queried this in the past) queried if I could have this happen automatically every month, but he informed me the billing system isnt capable (Which I know is a lie, as Mauricio has said he gets his by PDF every month). Anyway, i'm sure thats what the CSR has been told so no blame his way.

Anyway, my gripe is, why did it take me 3 phone calls, and $5.00 for a reprint when they could have emailed it to me the first time and saved a whooooooooole lot of hastle for me?!

C'mon vodafone. Step it up

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BDFL - Memuneh
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  # 110618 14-Feb-2008 14:47
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adamj: I immediately (again, have queried this in the past) queried if I could have this happen automatically every month, but he informed me the billing system isnt capable (Which I know is a lie, as Mauricio has said he gets his by PDF every month). Anyway, i'm sure thats what the CSR has been told so no blame his way.


And I still receive it every month in PDF via e-mail.

adamj:
C'mon vodafone. Step it up


True.




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  # 110620 14-Feb-2008 14:52
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freitasm:
And I still receive it every month in PDF via e-mail.


How? Should we raise a special request or something?




Regards,
Chaks

Desktop : Intel Quad Core Q9400 2.66GHz - 8GB RAM - 500 GB + 500 GB HDD - NVidia GeForce 9800GT - LG246WH Flatron Display - Windows Server 2008 R2 Enterprise with Hyper-V
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BDFL - Memuneh
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# 110623 14-Feb-2008 14:57
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A couple of years ago it was an option on My Vodafone (or whatever it is called).

Then they removed the option but the system continues to work.

It seems they removed the option completely from their user interface because not even CSRs can action this anymore.

When call Vodafone and ask for the bill to be sent via e-mail they confuse the request with "eBill", a now defunct on-line bill payment service managed by NZ Post.

The services are completely different, but they have no idea.

I asked Paul Brislen about this and never got a final position.

It seems it is another one of the good things Vodafone "forgot" while doing their "upgrades" and changes.






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  # 110638 14-Feb-2008 16:12
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Just been to the post office, ironically this was in the box:



The bill sent out manually.....9 days ago.....9 days. Could be NZ Posts fault, but I had had lots of other mail from sooner than this one over the last 9 days.

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  # 110661 14-Feb-2008 19:21
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a4 envelope! Just how big is this bill?? :D  




Richard rich.ms

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  # 110670 14-Feb-2008 19:35
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richms: a4 envelope! Just how big is this bill?? :D


hahaha, maybe thats why its taking ages to have it sent, too many pages to print??Wink

Apparently you can call an 0800 NZ Post number and they can do some sort of mail tracking thingy??

But in this case its hard to tell who is at fault? Vodafone, NZ Post or both??



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  # 110704 14-Feb-2008 21:25
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It was 16 pages, but printed single side so twice as thick as usual. I get the odd VFNZ double-sided bill in an a4 envelope... I don't like opening those ones.

 
 
 
 


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  # 110868 15-Feb-2008 21:32
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I have had NUMEROUS problems with the CS at vodafone.

I have repeatedly asked to be called back by a manager due to not recieving credits for unexplained ETC's
After nearly 2 months - no callback

With the new complaints code in effect for most major telco's now this is pathetic - I could take it to the TDRS

But on the bright side, the last rep I was speaking to said she would credit my account and get a manager to call me back.
I got a credit - not for the amount I asked though, the CSR credited my whole bill for that month.

I was stoked but don't know if it was a mistake or not.
If it was, it's VF faults for not getting a manager to call me back, who would have realised the problem.



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