Vodafone - great service !!?

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JonnyCam

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Topic # 206059 8-Dec-2016 10:56

I am currently on naked VDSL, and want to shift to FibreX cable.

I put the headset on, prepared myself for the long haul and gave them a call. Apart from their IVR insiting I need to enter a phone number to talk about my naked install, everything went great.

Answered within 3 or 4 rings, they sorted out moving to cable, advised I can keep the Sky TV on the VF invoice, and keep the $15 mysky discount per month. (I thought I had to take VF TV or lose that discount)

3 working day install guarantee, or $100 credit. 24 month term so half price broadband for 6 months. My VDSL was $104 / month (30 Mbps) and my new 700-900 Mbps will be $110

Pleasantly surprised. Makes a change from the usual wait time complaint posts :)

xpd

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Reply # 1684511 8-Dec-2016 11:13

No offense to V/fone and others, but when it comes to sales/accounts vs tech help for any company, the sales/accounts teams will always pick up faster :)

XPD / Gavin / DemiseNZ

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JonnyCam

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Reply # 1684513 8-Dec-2016 11:16

xpd:

No offense to V/fone and others, but when it comes to sales/accounts vs tech help for any company, the sales/accounts teams will always pick up faster :)

Understand that, but I've had issues with VF in the past just getting to someone to upgrade a service, or buy a new one.

Bananabob

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Reply # 1684517 8-Dec-2016 11:26

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Wait till your first bill rolls in - Then check it. My experience says you will then have to spend several phone calls and months correcting it.

Jaxar

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Reply # 1684578 8-Dec-2016 12:41

xpd:

No offense to V/fone and others, but when it comes to sales/accounts vs tech help for any company, the sales/accounts teams will always pick up faster :)

Heh. You tried calling when there is a new iphone release? But in general yeah fair call.

Please note: I have a professional bias towards Vodafone.

SepticSceptic

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Reply # 1684643 8-Dec-2016 13:48

Pretty good service for me recently. Moved house, to a new house with an ONT.

Got shipped their HG659, but while I was awaiting delivery, I'd thought I'd try a TP-Link TD-W8960N as an interim router.

Only then did I discover that the ONT was minus a power pack ( who would nick off with one of those, it's got a weird power connector ...)

Another quick call to VF, who dispatched a Chorus tech who dripped the PSU in the letter box the next day.

Had the modem arrive the same day as the PSU, plugged it all in, changed the Wifi SSID's and router passwords.

All up and going rather seamlessly within 4 days, only delays were mine for not getting A into G and contacting VF prior to the move.

My thoughts are no longer my own and is probably representative of our media-controlled government

quickymart

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Reply # 1684980 8-Dec-2016 23:10

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I'd wait and see the install get completed and everything up and running first before calling it a great success. But that's just me.

JonnyCam

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Reply # 1687047 13-Dec-2016 12:43

VF / Downer sent me a txt and arranged a time, called me 30 mins before. Whole install was about 1 hour - most of this was the tech waiting in hold (could hear the recorded message)

Speedtests show about 550 Mbps / 100 Mbps so might have to ask them about the lower DL speed, but not really worried right now.

Bananabob

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Reply # 1687050 13-Dec-2016 12:50

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Here is an example of what I said earlier about the billing process.

I pay by direct debit so I am never late in payment. This morning I get a phone call from Vodafone's machine telling me my account is overdue.

I ring the call center and they say I do not owe them any money. I ask why the machine rang me, they answer they don't know. I escalate the call to the supervisor, they are busy on a phone call and will ring me back. 90 minutes after that call I am still waiting for the supervisor to ring me back.

Vodafone wouldn't now "great service" if it slapped them around the face with a wet trout!

JonnyCam

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Reply # 1687640 14-Dec-2016 12:09

Bananabob:

Here is an example of what I said earlier about the billing process.

I pay by direct debit so I am never late in payment. This morning I get a phone call from Vodafone's machine telling me my account is overdue.

I ring the call center and they say I do not owe them any money. I ask why the machine rang me, they answer they don't know. I escalate the call to the supervisor, they are busy on a phone call and will ring me back. 90 minutes after that call I am still waiting for the supervisor to ring me back.

Vodafone wouldn't now "great service" if it slapped them around the face with a wet trout!

I was expressing surprise at the ease in which my call was answered & handled, and how the whole move was quite seamless.

You got called by a machine, in error, then asked to have it escalated to a supervisor / manager for some reason (after they had confirmed it was in error) so not sure how that reflects on the changeover and the customer service I experienced?

Yeah, the supervisor should call you back if they say they will, but once they confirmed no money owed, I'd leave it at that.

I'm sure for every bad thing people say about Voda / Spark / Noel Leeming, etc there are people who are quite happy & get good service but don't then post about these positive experiences.

Bananabob

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Reply # 1687664 14-Dec-2016 12:29

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JonnyCam:

Bananabob:

Here is an example of what I said earlier about the billing process.

I pay by direct debit so I am never late in payment. This morning I get a phone call from Vodafone's machine telling me my account is overdue.

I ring the call center and they say I do not owe them any money. I ask why the machine rang me, they answer they don't know. I escalate the call to the supervisor, they are busy on a phone call and will ring me back. 90 minutes after that call I am still waiting for the supervisor to ring me back.

Vodafone wouldn't now "great service" if it slapped them around the face with a wet trout!

I was expressing surprise at the ease in which my call was answered & handled, and how the whole move was quite seamless.

You got called by a machine, in error, then asked to have it escalated to a supervisor / manager for some reason (after they had confirmed it was in error) so not sure how that reflects on the changeover and the customer service I experienced?

Yeah, the supervisor should call you back if they say they will, but once they confirmed no money owed, I'd leave it at that.

I'm sure for every bad thing people say about Voda / Spark / Noel Leeming, etc there are people who are quite happy & get good service but don't then post about these positive experiences.

This not an isolated incident but a chapter in an ongoing saga that is so long that this forum is the wrong place to repeat it.

I am not concerned that the account is not in error. I am concerned that a machine can ring me and tell me I owe money when I didn't.

First off it is very bad customer service to get a machine to ring customers - yes have a machine to take calls and direct the caller to the correct department. But do not use one to tell a customer they are in arrears, if you used a human to do this my problem with VF would not be so bad.

Secondly my concern is that I wanted to know why this machine decided I was in arrears when I wasn't - That is why I escalated the call because no one could tell me why.

Thirdly - It is now Wednesday and I still have not had a phone call from the supervisor.

And as I have stated before just wait till you get a bill.

I have had no problems with installations, but as they are handled by a contractor there should be no suprise.

MikeHales

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Reply # 1687675 14-Dec-2016 12:57

If you'd like to direct message me, I'll take this up for you.

Channel Manager, Help & Support @ Vodafone NZ

MadEngineer

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Reply # 1687732 14-Dec-2016 14:29

Bananabob: I escalate the call to the supervisor, they are busy on a phone call and will ring me back. 90 minutes after that call I am still waiting for the supervisor to ring me back.

this old chestnut. If Vodafone ever say they will call you back laugh at them.