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348 posts

Ultimate Geek

#21123 16-Apr-2008 12:37
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I recently convinced the in laws to move to Vodafone home phone and internet (Still Ihug then) for the 12 months free internet. This should save then $480 a year (were paying $50 a month for xtra internet) now paying $10 for the 5GB plan, so $40 a month saving for a year. Can't argue with that. Or can you, this $480 is being wittled away quite quickly.

Current situtation 2 Phone lines
When signing up we decided to get a Central splitter installed as 2 phone lines phones were all going onto the same line, the tech came out and took the jack from the second phone line and reassigned it to the adsl line ( We now no longer have any jacks for the second line in the house)

At the time of signup, they said the activation would be done on the 25th Feb fair enough, So we called up before this on the 22nd i think to make sure all was going well. This was quite a complex switch over you see, there were 2 lines (one with home phone line and the other with a fax on it and also the broadband), the idea was to get the faxline and keep the old second line number for this. After explaining this issue thoroughly the rep seemed to understand and said that the fax could take that number and they would port it off telecom.

Just to make sure we phoned again on the 26th to check the faxline number was going through. They said they had no record of this so we asked them to do it again, he said ok and he would get it done, After a month still no faxline or feature pack on the account. We never noticed this as the feature pack was still working on the phone line (and still is) must be telecom still providing it. Recently we noticed we got a bill from telecom for broadband and the second home line ???? This should have been ported to vodafone and they should have cancelled the broadband. We phoned up the customer services man, (Robin) he said they had no reference to the other phone line and faxline had never even been attempted to be activated with the ported number. ??????????
It is quite clear on the internet sign up page
Home Phone details: Account number etc etc
Broadband Details : Account number , ISP, etc etc (This information will be used to notify your ISP you have moved to vodafone)
Apparantly this is not the case this information will infact be discarded and we will assume everything is on one line and we will do nothing.

So 2 months of $86.15 in telecom account charges for services we do not recieve and couldn't even if we wanted to as the Technician removed the phone line from the house then billed vodafone for his services who in turned billed us.

Even if vodafone wasn't going to fulfill its commitment to cancel the old broadband, They should have told us they were not going to do it . Especially when we phone up twice to get the number of the other line ported to vodafone faxline, This was also completely ignored obviously and we were not told about this.

You would think after all this and a 2 hour arguement with the customer service rep yesterday they would accpet their mistakes and just refund the $160 in telecom fees. They did not, in fact they repeatedly came up with nonsensical and irrelevant issues that meant they won't pay. Such as: We never recieved any information on the other phone line (Blatent lie, its there in black and white on the sign up page) We couldnt port the faxline number because there is a smart pack on that account (Blatent lie, the smart pack was on the other phone line and they never even attempted to port the number and didnt tell us it went wrong if they did attempt it)

Probably going to send this of to the Telecomunications Dispute Resolution service as Vodafone are refusing to listen to the problem of let us talk to anyone other than the customer service reps.

Sorry for the long speil but this is just how infuriating the whole situation is.

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BDFL - Memuneh
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#124013 16-Apr-2008 12:43
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These days I trust no one in call centres. They always come back with "we have no records of this request" to bury their bad performance. And they shield customers from people who can actually do something.

As I said before, customers services in New Zealand is a disgrace.



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  #124017 16-Apr-2008 12:59
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When I ring a call centre I take the name on the other person down on paper, and ensure that the customer service person understood what I wanted. Porting etc is a big move, I had to do the same exercise when I moved from TCNZ to TCL.



348 posts

Ultimate Geek

  #124019 16-Apr-2008 13:02
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I have the names of all the customer service reps i have talked to as vodafone have an amusing system of emailing you to ask for your feedback about the reps you talked to. This serves as evidence of the phone calls time date and name of the rep, this could prove useful for a possible dispute with TDR.

307 posts

Ultimate Geek

  #124026 16-Apr-2008 13:09
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I try to get the customer service rep's Team Leader's name, too, in case there is more than one 'Joe Bloggs'.

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Ultimate Geek

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#124149 16-Apr-2008 19:18
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It used to be that "the custoemr is always right". Now that such a philosophy doesn't apply in a number of businesses, the only redress we have is to record the calls. You can find good call recorders for Symbian and Windows Mobile. that way, next time they call you a liar, you can prove them wrong.

Many businesses advise that your call may be recorded, so I see nothing wrong in recording the interaction at the other end.


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  #124171 16-Apr-2008 20:39
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With Vodafone I can guarentee that the first and possibly second call to the call centre is a waste of time as they simply don't follow your instructions for service requests.

I make a note of times/dates and names of account reps.

If I then have a dispute, I call them, lay out my complaint and if it's not resolved, ask them how I can put this in writing to them, they seem to have a different (better) team responding to postal mail.

Everytime I write a complaint letter, I get a call from someone which can actually sort problems out, and give credits. They still stuff this up sometimes as well, last time the person phoning me gave me a $150 credit for their error, they put it through twice!!! Idiots.

With the long hold times and low success rates on calling the helpdesk, I've been thinking of posting in all my service requests as I then have a written request of all corrospondance and seem to be dealing with more competent staff. This way there are no disputes when or what was requested.

It's a sad day when you have to go to this extent with a company to get correctly processed service requests.

Tyler - Parnell Geek - iPhone 3G - Lenovo X301 - Kaseya - Great Western Steak House, these are some of my favourite things.

4649 posts

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  #124264 17-Apr-2008 08:12
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These days I trust no one in call centres. They always come back with "we have no records of this request" to bury their bad performance. And they shield customers from people who can actually do something.

As I said before, customers services in New Zealand is a disgrace.

Quoted for general truthery.

As with others here I have learnt to take the name (and location) of the person I speak with, although I also like the idea of taking the Team Leaders name. Actually, to heck with it, I'm going to start requesting they email me before I hang up.

Twitter: @nztechfreak

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