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# 214160 30-Apr-2017 18:25
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Being Ex Vodafone staff, it really pains me to write this however all up, service via social media has become a joke. They still use the same platforms like FB or twitter to respond, but it's the response that let's them down.

 

We all know the flack they have received of late, pretty much like all telco's really. Happy to take your money but you open your mouth to 'dare I say it' complain then bam! No chance in hell of a decent response or any response actually, for that matter.

 

The whole promotional, major launches have become a joke. The left hand's no longer talk to the right hand's. No one communicates with customers or staff. You ask a question which is usually met with a verbal shrug. Pretty bad really.

 

The experience I have had over the weekend with SM saying they would help, even asking for information then not even bothering to respond is just typical of the service these days. If I were CEO, I would be looking at this platform and recognising how important it really is. Bad or negative responses can cause major damage to any brand. Remember the old saying a happy customer will tell 3 people, unhappy will tell 20? Realistically do Vodafone or any telco actually care anymore? It's a slippery road down now for Vodafone. We need better competition and smart competition. I'm really considering ditching Vodafone, loyalty aside, but where do I go?


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  # 1772979 30-Apr-2017 18:48
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Social media when it first started was either someone in marketing doing it or some random person that was doing it normally by themselves.  The more people started to talk to companies this way the more it changed to a "customer service" team.  Now a number of companies run their social media from their CS departments and have no more power than someone you talk to on the phone.


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  # 1772984 30-Apr-2017 19:02
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I don't use so-called "social media" so I don't have any experience with dealing with CSRs through it but I do peruse the nature of the complaints of people that do as part of deciding if a product or service is going to suit me.


 
 
 
 


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  # 1772988 30-Apr-2017 19:18
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I've been dealing with Spark's social media team on a couple of things of late and I can't fault them.

 

Their usual response will be to DM or Message them with what you need and will come back with a good answer after an hour or so, or if you need an account action done they will get it sorted.


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  # 1772991 30-Apr-2017 19:32
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I blame NikT





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All comments are my own opinion, and not that of my employer unless explicitly stated.




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  # 1772994 30-Apr-2017 19:38
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lokhor:

 

I blame NikT

 

 

Lol So many good uns have now left :-(


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  # 1773073 30-Apr-2017 21:03
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Mirrors my recent experience with them through Facebook. Took three working days to reply to me, then a further three working days to reply to me again.

Contacted Spark through Facebook, all questions answered in the space of one afternoon.

I signed up with Spark.




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# 1773159 1-May-2017 08:17
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I will admit im in the same boat, ... only thing that is keeping me with big red at the moment is some of the service I have had in the past from the likes of JohnR and a few on the business team.... but its something im mulling over making the move as i also deal with spark and the responses from them are a lot faster via social and also being able to make account changes online and not have to ring is a big plus .


 
 
 
 


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  # 1776923 6-May-2017 18:13
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I've noticed the same thing – pretty annoying.  I use to actually find it pretty easy to deal with VF over Twitter instead of calling up, but now it's a very long lengthy process full of delays. 




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  # 1777326 7-May-2017 19:18
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Finally resolved. Took Gareth Sutton from the escalations team to sort it out. The issue was atleast 5 people all asked me the same question and what did I want to do with my account. Not one person seemed to have noted the information needed for the release of my new phone.

 

Was incredibly frustrating to say the least but Gareth was a bloody legend, as I knew he would be. He couldn't have apologised more and take action. I had confirmation less than half an hour after speaking to him that my phone was on it's way. Not only that, he followed up several times by phone and email. Damn well wish Vodafone had atleast 200 staff members like him!


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  # 1777341 7-May-2017 19:36
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Gareth and Simon are both fantastic people in VodafoneNZ

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  # 1777349 7-May-2017 19:56
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While we're talking about Social Media...I asked if I could make a payment on my phone (not the whole amount, just partial) and got the impression it should be fine. The guy wrote back asking me to confirm and I said yes.
Got a response today telling me this is not possible - I can only pay the full amount off (which I can't afford to do). Left me thinking...what the hell?


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  # 1777375 7-May-2017 20:30
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Of couse you can make part payments this is so obovious from in the App

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  # 1777954 8-May-2017 17:16
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Can you please direct me to where? I'm using the Android version.
So that social media person was wrong? I questioned it and they came back and said they were 100% sure it couldn't be done.

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  # 1777960 8-May-2017 17:36
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Click on topup then Pay another account

 

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  # 1778171 9-May-2017 04:01
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All I can see is Auto Top Up. Going into that doesn't have the option to pay another account.

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