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Topic # 216706 9-Jul-2017 14:20
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Significant other rang me at work on Thursday afternoon complaining that the internet wasn't working at home.  Some basic fault finding identified that the issue was outside her ability to fix and possibly an outage, so I grabbed some basic info off the modem from her and rang VF, not before making sure I was comfortable, had been to the bathroom and had sufficient supplies for the expected long wait ahead.  

 

Just about fell off my chair when my call was answered after the first ring.  A friendly and enthusiastic lass that seemed genuinely interested in my problem.  I thought I had the wrong number for a moment but no, she confirmed I was actually speaking to a VF 'ninja'.

 

Having confirmed it was not an outage, fault finding via 3rd person was never going to work and so the helpful lass said she would ring my wife at home and see what she could do (yeah right!).  I text my wife back and told her someone might ring her at some point in the future but don't hold your breath...but no, she responded that she was already on the phone with the lass from the help desk (what crazy world is this???).  A short while later it was concluded that the modem had imploded and a new one would be sent out.  Wifey's mobile was loaded with some extra data to keep the kids from having to detach themselves from You Tube which I thought was a nice touch. (I had visions of when Neo unplugged himself from hibernation and all the trouble that caused!)

 

Saturday morning and the new modem arrived and within 5 minutes was (mostly) up and running. Voip wasn't going and another call to the helpdesk needed, again promptly answered by a helpful and friendly young man. A couple of changes at their end and all was well with the universe again.    

 

I am not sure what has changed from my past experiences (which weren't all bad but a far cry from this!) but I was most impressed with the knowledge and genuine enthusiasm from both 'ninja's' and how efficiently they identified and fixed the problems.  

 

My hats off to you for great service.  I wouldn't mind giving some formal feedback to their supervisor/s if only I knew who they were and how.  

 

 





Always be yourself, unless you can be Batman, then always be the Batman



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  Reply # 1817273 9-Jul-2017 14:25
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That's really good.

 

Perhaps @MikeHales could pass something along.


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  Reply # 1817287 9-Jul-2017 15:07
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That's great to hear, message me with your account # and I can then acknowledge those who helped.

 

Thanks for posting, your experience is what we want for everyone if they run into issues.

 

Cheers

 

Mike





Channel Manager, Help & Support @ Vodafone NZ


 
 
 
 


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  Reply # 1817341 9-Jul-2017 15:42
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When we signed up to Vodafone's VDSL service last year, their customer service to get us up and running was excellent and, when there were delays in getting Chorus to do their thing, Vodafone upped our mobile data at no cost, plus gave us a free mobile router to tide us over. It was top service - timely, helpful and friendly, so happy to acknowledge this.

 

As the OP of the other 'Thank you Vodafone' thread, my frustration (that resulted in me terminating the VDSL account) is with Vodafone's billing and CRM experience when using more than one Vodafone broadband service across non-integrated systems and customer service teams.


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  Reply # 1817408 9-Jul-2017 17:33
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Vodafone for us have been faultless. Been with them for years and don't plan on leaving




Ludez

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  Reply # 1817410 9-Jul-2017 17:46
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Another +1 for Vodafone. I recently resigned for another year. The monthly fee wasn't right on my first bill but an email to VF was quickly followed by a phone call from VF to credit the account and change the monthly amount. Very good.




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  Reply # 1817440 9-Jul-2017 19:25
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ludez: Vodafone for us have been faultless. Been with them for years and don't plan on leaving

 

I'm more or less the same. I just recently discovered though that my broadband  bill is a lot more than current offerings so I fired off a to-the-point email to billing asking why I hadn't been advised of the cheaper rates and also asking how the the cheaper rates had been available. I've had an email back advising their retentions team will call me with an offer in the next few (working days) but nothing around my second question. Overall though, aside from broadband dropping out whenever it rains, I've had great service from Vodafone. That said, I'm quite tempted by Sparks free Lightbox offer which would save me $156pa.


Stu

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  Reply # 1819152 10-Jul-2017 20:15
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Unnecessary, unhelpful and off topic posts have been removed. Please keep posts on topic and without the aggression.

 

Thanks folks. As you were.





Keep calm, and carry on posting.

 

 

 

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  Reply # 1822114 13-Jul-2017 21:02
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Im the opposite sadly. Resigned in May 3rd (yes May). had to bring mobile over as the Sky offer (all I wanted was not an option). Since then 

 

- mobile bill wrong and not on plan email said would be, multiple calls, kept blaming my phone, takes about 6 weeks and may contacts to admit crap coverage in my area. Say can get Sure signal but must pay. Talk to resign again say will send me one. Notify person who was handling in mobile, Sure signal never arrives and waiting on new bill to see if finally on right billing as to date accounts still wrong.

 

- fibre and phone. Plan upped as said pretty much same day but bill $70 per month higher. Contact Retentions after long wait on phone who say will get fixed, but you guessed it nothing fixed. New wrong bill so  contact again twice by email nothing. Call get great finally guy in Escalations who trys to sort mess but has to send to Retentions. Yep you guessed it still no contact that was promised by Retentions So here I sit waiting on new bill to see if was fixed but no one communicated with me (yes sent 2 more messages back to the text number and no reply to either).

 

Now they have the Sky offer (which was all I wanted to roll over in May) and I have a useless cellphone at home (try H+ or 1 bar 2g) and my total bill each month anything up to $100 a month more than was when I just asked them to match what I had which was free Sky Sport.

 

Is 3 months patient?


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  Reply # 1822248 14-Jul-2017 08:57
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Please message me with your details and I'll get it looked into - sorry about the hassle.





Channel Manager, Help & Support @ Vodafone NZ


ajw

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  Reply # 1822281 14-Jul-2017 09:55
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ludez: Vodafone for us have been faultless. Been with them for years and don't plan on leaving

 

 

 

Ditto, have always received a prompt response from vfone in the rare occasions when I want help.


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  Reply # 1822337 14-Jul-2017 11:02
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I've also had good experience with Vodafone (setting up plan, installation and outage support). The only part that made me want to snap my phone in half was when it took 4 calls just to get help with Gigabit (I did sign up on the first day so maybe that's why). 





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