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Topic # 216690 8-Jul-2017 13:19
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Thank you Vodafone for privilege of being charged an additional $17.25 late payment fee on my broadband account.

 

I did actually pay on time, but, as we have two Vodafone broadband accounts, I made the unfortunate error of paying the wrong Vodafone account.

 

Due to your antiquated systems, and your company's inability to recognise me as a single customer with two broadband accounts, I faced the daunting prospect of trying to deal with two separate support teams to get the payment transferred from one Vodafone account number to the other.

 

So I took the much easier option of signing up to Spark's kind offer of three months free broadband and switched. It took me less than 5 minutes.

 

Bye ... spend my final $17.25 wisely.

 

 

 

 

 

 


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  Reply # 1815870 8-Jul-2017 13:36
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It was actually your error. Did you give them a chance to sort it for you or did you bail out before that because of the 'daunting propect'?


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  Reply # 1815880 8-Jul-2017 14:35
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Having done this in the past, it is a real pain to have them resolve and probably wasted more than $17 of my time trying to sort it out, reexplaining it to them because their CRM processes are stuffed and it certainly would have cost them more than $17 of time.

 

When I last enquired there was _still_ no way to merge accounts so it was easier to close one of them so I didnt have to manage 2 payments each month.





Richard rich.ms

 
 
 
 




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  Reply # 1815885 8-Jul-2017 15:06
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eracode:

 

It was actually your error. Did you give them a chance to sort it for you or did you bail out before that because of the 'daunting propect'?

 

 

Yep, hand up, my error, but an honest one, I was trying to pay on time.

 

I didn't even try to have it sorted this time. I have dealt with them in the past and they literally have two separate teams and two separate systems and it's just a nightmare, believe me.

 

As per richms's reply, I have simply decided it is easier to drop one of the broadband accounts to make my life easier.


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  Reply # 1815887 8-Jul-2017 15:09
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In that case I feel it's a bit rich to start a thread with a somewhat sarky title and content which implies fault by Vodafone.


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  Reply # 1815964 8-Jul-2017 17:50
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Was it an ex-Clear/ex-Saturn type situation? They were on two different billing systems when I worked there.


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  Reply # 1815986 8-Jul-2017 19:01
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Vodafone customer service is run out of the Philippines.

 

Business here is run in ways totally foreign to what we are used to in New Zealand (and the West).

 

Saving face (and pointless nationalism) is a big deal while quality control is lax and operational systems are incredibly inefficient and customer unfriendly. Excluding people you know well - trust is pretty much non existent here. If you are willing to "pay people off" to do their job, you can get things done, otherwise wait in line and hope for the best.


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  Reply # 1815992 8-Jul-2017 19:13
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Personally I try to avoid any business that passes on it's debt collection costs to all customers as 'late fees', it's their business model that causes such high recovery costs. Maybe they now block the phones given away once people default but I really doubt it..

 

 


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  Reply # 1816009 8-Jul-2017 19:44
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@MichaelNZ not totally correct many calls are still answered in New Zealand by VodafoneNZ staff located in a number of sites located in Auckland and Christchurch

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  Reply # 1816035 8-Jul-2017 21:26
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They have always given me good service and no I don't work for them. And no issues with FibreX since it was installed over three months ago.


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  Reply # 1816038 8-Jul-2017 21:43
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Same problem here switched home phone, broadband and mobile over to Vodafone and ended up with two separate Billings. Kind of defeats the purpose of using the same provider. Two separate bill payments to setup.

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  Reply # 1816043 8-Jul-2017 21:52
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Last year 2degrees had the best service. Now they are the worst. I have no love for Telecom (and they are the most expensive) but I have switched to them because their product is the best commercial choice for my business right now. I arranged the whole thing online through chat, which considering I am presently in the Philippines (calls to New Zealand cost and VoIP is often unusable), was a great help. Even better, I chatted again yesterday to ask when it would be transferred and they offered to bring it forward for me and effect the transfer "within 4 hours", which they came good on.

 

Additionally, normally living in a rural area in New Zealand, only Vodafone and Telecom are good options. 2degrees is supposed to in theory have the same 2/3G coverage as Vodafone but I could swear their roaming signals are poorer. Has anyone else noticed this or am I mistaken?


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  Reply # 1816046 8-Jul-2017 22:00
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National roaming is getting locked down the more 2Degrees build out the network

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  Reply # 1816047 8-Jul-2017 22:06
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Linux: National roaming is getting locked down the more 2Degrees build out the network

 

Not in any way questioning your above quoted statement, however, in our rural area there is only 2 cell sites - Spark and Vodafone. Unless there is something I am not aware of, 2degrees customers roam onto Vodafone.

 

While 4G data coverage could be explained by Vodafone's and Spark's use of the 700Mhz band, I also noticed a difference in signal strength and coverage for 2/3G services.


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  Reply # 1816049 8-Jul-2017 22:13
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You don't understand how national roaming works then but when 2D put coverage into an area they then ask VodafoneNZ NZ to lock out a LAC so it's customers can't roam onto the VodafoneNZ network

Linux

Edit: The coverage does not need to match VodafoneNZ before roaming gets locked down

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  Reply # 1816050 8-Jul-2017 22:15
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Linux: You don't understand how national roaming works then but when 2D put coverage into an area they then ask VodafoneNZ NZ to lock out a LAC so it's customers can't roam onto the VodafoneNZ network

 

I hear you, however, I am not aware 2degrees has any cell site in the area so clients would be roaming onto Vodafone.


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