Geekzone: technology news, blogs, forums
Guest
Welcome Guest.
You haven't logged in yet. If you don't have an account you can register now.




181 posts

Master Geek


# 21747 5-May-2008 22:42
Send private message

On Sat my wife took a journey into the twilight world of the new VFNZ Egypt call centre...

Call was to inquire about some bestmate charges that should not have been applied - looked like a simple stuff-up with her starting on a new plan, nothing too complicated.

So she called 777, and spoke to somebody who seemed to be in the new VFNZ Egypt call centre (An earlier call in the day to do a change of address confirmed that it was the Egypt call centre). They asked her for a bill number, which she didn't have since she was checking the charges online for an as-yet unbilled month. The CSR didn't seem to understand this and continued to insist on a bill number, even after she gave him the dates concerned, should have been a simple matter of looking at the account for that period.

Eventually the CSR got flustered and insisted that he couldn't help her. He told her to try calling back on 777, maybe the next person who answered could help. But when she pressed him he then insisted that nobody could help with her inquiry.

So she asked to speak to his supervisor. His reaction - 'We don't have supervisors' (!!!!). She then asked for his name - he supplied his first name. She asked for his surname or an employee number that could be used to lodge a complaint - he refused. At that point she gave up and finished the call with a 'thank-you'.

She then called 777 again - this time she asked immediately to talk to a supervisor to make a complaint. Suddenly it seemed that supervisors do actually exist, after taking some details this CSR put her on hold while he talked to the supervisor. But then he came back on the line and said 'I've talked to my supervisor and he is not available, he'll call you back within 1 hr'. Better response, but odd that the previously non-existent supervisor is now 'busy', especially after the CSR has apparently just talked to him.

2 hours pass and no response, I arrived home and call on 777 her behalf to try to sort this out. This time I get through to a supervisor who is very helpful, notes that the original problem has been sent to the accounts department for resolution and offers to investigate the original CSR. And to call when progress has been made. Finally, a proper response.

So we were both a bit stunned by the whole thing - surely the CSRs know that their calls are logged and recorded. Trying to cover up their own incompetence by telling straight-out lies on the phone is just silly! Not a good look.

Neither of us hold any particular opinion about where VFNZ want to site their call centres, however the attitude she got from them very much left the impression that this overseas site really didn't care about VF or their customers, the CSR just wanted to end the call as soon as possible.

Create new topic
172 posts

Master Geek


  # 128693 5-May-2008 22:54
Send private message

You are not alone! I had nearly an identical situation to yours, posted in a previous thread. Paul will most likely leave a comment asking for some details and he should be able to help you out.

1200 posts

Uber Geek

Trusted

  # 128699 6-May-2008 01:12
Send private message


I can't remember where I heard it, but their current support/billing helpdesk has only a 30% satisfaction rating.

I'm suprised there isn't more stories like yours, I now do all my billing changes and follow up on incorrect bills by postal mail as the people responsible for responding to postal mail seem to have a clue, and if not everyone has written documentation of changes requested and dates so there is no disagreement.





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

 
 
 
 


1786 posts

Uber Geek

Trusted

  # 128701 6-May-2008 05:41
Send private message

To be honest, I have not had such experience, I have always been billed correctly, CSRs that I have struck has always had a clue, and business support team had always been good when I had my Blackberry, and only the one time that I kept on getting dropped from the RIM server, was the only time that I had to make calls to them and they had credited me the charges for the month. So far for me (four years and counting), Vodafone has been great. I am yet to test their call centre with serious issues I guess.

At work we outsource our after hours call centre to Hawkes Bay and we get a lot of complaints about that, and we had to re train them accordingly and demand more from the money we pay over.

However I do understand where you are coming from, and I am sure that Vodafone is doing something about it.

3363 posts

Uber Geek

Trusted
Lifetime subscriber

  # 128827 6-May-2008 15:21
Send private message

I don't call 777 anymore as its just a pain in the butt to deal with them, I now call the vodafone NZ internet helpdesk (the guys that deal with data plan problems etc) they are based in auckland, when they ask why i did not call 777 I tell them that they told me to ring this number to get help as there systems are playing up.

The data helpdesk guys get a little pissed off but normally with the 777 people rather than me, but saves me getting pissed off with talking to Egypt and getting no where.

Oh little hint, if you are going to ring the nz guys, dial 777 first and go over the menus and then just put your phone down, someone will answer in egypt, and then hang up, that way when the nz guys look they can see you just had a call to 777 :)


Phil Gale
1108 posts

Uber Geek

Trusted
Red Jungle
Subscriber

  # 128839 6-May-2008 15:51
Send private message

I gave up attempting to deal with 777, these days I go through a First Mobile business account manager and let them deal directly with Vodafone. They still get it wrong most of the time, but at least it's not my time they're wasting on hold any more.




Red Jungle: we make fantastic software

RSS  Twitter  Facebook  Skype

189 posts

Master Geek

Trusted

  # 128911 6-May-2008 20:05
Send private message

I had the same experience on Saturday - called 777 and spoke with a rude and arrogant Customer Service officer who definitely sounded like she was in Egypt.

I told her that I was being charged for calls to 021700700 which should have been covered within my bundle - she said I must have run out of minutes

I said that of course I would have checked this before ringing - she said she would have to check as I must be incorrect

She then verified my information about the fact that I had both Anytime and Offpeak minutes remaining.

I thus asked her why I had been charged for the call in question - she said that the call was chargeable and wouldn't be covered by bundle minutes

I then pointed out to her that I hadn't been charged for these calls before - for example a similar call to the same number (021700700) on 12th April had been counted as a 'free' call - she said that I had obviously been undercharged!!! and although I asked whether it was because I had recently changed from a Get Plan to a You Choose Plan she said that this had nothing to do with it and the call on 12th April and many others in the past should have been charged - she almost gave the impression that she would edit my account to ensure that this occured.

I asked to speak to her supervisor - the response was 'there isn't one on the floor' - she arrogantly replied that one would call me within 48hours but 3 days later no one has called!

I checked the VFNZ help system and found the question/answer below which suggests that with available minutes I hadn't been incorrectly undercharged before and so once again I am left rather disappointed with the Customer Service I experienced from VFNZ.


Question
 

How much does voiceMail cost?

 Answer
 

How does Vodafone charge for calls to voiceMail?
Each call to voiceMail only costs 20c. Depending on your Pricing Plan, if you have any included free minutes available at the time you make the call, then any chargeable voiceMail minutes will use these up first. Please refer to your Pricing Plan for details of these charges.


Monthly charge

nil

Usage charge

Pay no more than 20c to listen to your voiceMail no matter how long it takes.

Sending messages

To another Vodafone voice mailbox is 20c incl. GST. Sending to other numbers is at your normal airtime call rate.


675 posts

Ultimate Geek

Trusted

  # 128912 6-May-2008 20:11

I believe if you are on You Choose then you will pay 20c/call to Voicemail (I always do) whereas the old Get/Mobilise plans it would deduct 1 minute from your offpeak bundle (as it used to do for me), this is why the Help section you quoted says "depending on your pricing plan" as the older plans worked on the 1 minute system and newer works on the 20c.

 
 
 
 


189 posts

Master Geek

Trusted

  # 128923 6-May-2008 20:30
Send private message

Thanks for that cranz - I thought that might be the case due to the wording of the extract I quoted from the VFNZ site (given the number of You-Choose customers with bundles you would think they would make it clearer!!)

I even suggested as much to the CSR but she couldn't/didn't resolve that this was the case - it was however more her attitude which annoyed me and fancy suggesting that I should be charged for calls which were obviously not chargeable when I was under the Get Plan. Also the sheer arrogance of suggesting that I probably didn't have minutes available when I had already told her that bundle minutes were still available.

VFNZ doesn't do itself any service but employing rude and arrogant CSRs who basically annoy longstanding customers both through their ignorance and their attitude - what is worse is that the promised Supervisor Callback almost always never occurs either.

22524 posts

Uber Geek

Trusted
Subscriber

  # 129007 7-May-2008 02:51
Send private message

I guess its that confusion again ;)

My experience has being similar, except they were quite polite and couldnt do anything, then they promised a call back from someone that knows what they are doing. Still has not happened, and I still have no voice call bar on the phone (Just checked) - at least the bill finally arrived - about 7 weeks after joining, and of course its for 2 monthly periods.

Seriously, WTF do you think your doing vodafone sending calls to people that cant do the most basic of things?




Richard rich.ms

283 posts

Ultimate Geek


# 129075 7-May-2008 11:31
Send private message

i rang 777 , to ask about when Contract to prepay number porting will start working, and the CSR said he had to check this out, 10min later after listening to the same song over and over again (dandy warhols song.... used on vodafone ads) He told me that its not possible. I told him i knew it wasen't possible at the moment, and was wondering if there was a release date, and he told me its never going to be possible and recommend i cancel my account and get a new prepay number....



1287 posts

Uber Geek


  # 129270 8-May-2008 01:05
Send private message

Like anything, the more people involved, the more possibility of striking a clueless one, amongst the few good.

I had occasion to call 777 today, not to sound naieve or anything but I'm assuming from the accent I got routed to Egypt. 

The rep was helpful and resolved the problem, apologised, and asked the usual niceties.  Only thing I noticed unusual was that he specifically repeated everything I had described, fair enough as obviously english wasn't his first language and he wanted to be sure understood, good practice in fact.

Actually, I've consistently found Vodafone's 777 support reps to be better than most, admittedly I usually end up talking to a nice (sounding) kiwi girl in Auckland rather than an accented guy in Egypt, so perhaps that blurs my recollection.






---
James Sleeman
I sell lots of stuff for electronic enthusiasts...


Awesome
4859 posts

Uber Geek

Trusted
Subscriber

  # 129286 8-May-2008 08:22
Send private message

sleemanj: Like anything, the more people involved, the more possibility of striking a clueless one, amongst the few good.

I had occasion to call 777 today, not to sound naieve or anything but I'm assuming from the accent I got routed to Egypt. 

The rep was helpful and resolved the problem, apologised, and asked the usual niceties.  Only thing I noticed unusual was that he specifically repeated everything I had described, fair enough as obviously english wasn't his first language and he wanted to be sure understood, good practice in fact.

Actually, I've consistently found Vodafone's 777 support reps to be better than most, admittedly I usually end up talking to a nice (sounding) kiwi girl in Auckland rather than an accented guy in Egypt, so perhaps that blurs my recollection.




Have to say that on most occasions I have found the same. I had major issues getting a copy of my bill after the Wellington wind stole mine on the way home from the post office and gifted it to a storm water drain. 2 calls to CSRs based in NZ got me a bill several weeks later, however it was the guy in Egypt who had the inititive to sent it to me by email as a PDF. Nice work Ashish from Cairo.

17 posts

Geek


  # 130331 12-May-2008 19:12
Send private message

mrtoken: I don't call 777 anymore as its just a pain in the butt to deal with them, I now call the vodafone NZ internet helpdesk (the guys that deal with data plan problems etc) they are based in auckland, when they ask why i did not call 777 I tell them that they told me to ring this number to get help as there systems are playing up.

The data helpdesk guys get a little pissed off but normally with the 777 people rather than me, but saves me getting pissed off with talking to Egypt and getting no where.

Oh little hint, if you are going to ring the nz guys, dial 777 first and go over the menus and then just put your phone down, someone will answer in egypt, and then hang up, that way when the nz guys look they can see you just had a call to 777 :)



Dude - so not cool!



181 posts

Master Geek


  # 134293 29-May-2008 23:03
Send private message

Postscript to all of this...

Received the paper bill detailing the BestMate charges - nothing changed, and the promised supervisor follow up never happened.

So my wife called 777 again (during business hours this time) - this immediately asked where the person was based. When told Egypt, she asked to be transferred to an Auckland based operator. Was told this wasn't possible, so could they help. She explained the situation (yet again!) and was told that they couldn't figure it out. They basically tried to get her off the phone as soon as possible, she was told multiple times to try to call back later and maybe someone could help then...

She gave up in now total frustration - how to fix this problem when nobody she called could answer the question?!

Then had another idea - called one of the business dealers and asked for an Auckland contact number. She got an 09 number, called that and asked to speak to someone who could help. They couldn't gaurantee that she wouldn't end up talking to Egypt again, but tried to transfer her anyway.

Finally got thru to an Auckland based CSR who immediately identified the problem - she hadn't noticed that the calls made to the bestmate number were made while she was overseas. Very, very simple error - the CSR literally took seconds to spot it and explain what had happened. My wife then recounted the experience she had so far trying to get this sorted - the CSR could not understand why the Egypt call centre couldn't have identified this in the first place, it was that simple.

The CSR also mentioned that the NZ based call centre (the Penrose one at least) are now only used for business customers - all 'normal' (ie non-business customers) are transferred to the Egypt call centre.

So in the end it was our mistake - but it was a very simple one, the bill doesn't show that these were calls made while overseas.

Vodafone - please sort this out! Your Egypt call centres seem more interested in getting people off the phone (presumably to meet their KPIs), they don't seem at all interested in actually solving the problem and can't/won't escalate to those who can.

So we have both lost confidence in Vodafone's customer service - seems that residential customers are not important. I was thinking about moving to Vodafone/Ihug in the future due to shocking levels of service from TelstraClear, but this is far worse. Also helping several family members to get broadband soon - definitely won't be recommending Vodafone/Ihug.

Create new topic



Twitter and LinkedIn »



Follow us to receive Twitter updates when new discussions are posted in our forums:



Follow us to receive Twitter updates when news items and blogs are posted in our frontpage:



Follow us to receive Twitter updates when tech item prices are listed in our price comparison site:





News »

Arlo unveils its first video doorbell
Posted 21-Oct-2019 08:27


New Zealand students shortlisted for James Dyson Award
Posted 21-Oct-2019 08:18


Norton LifeLock Launches Norton 360
Posted 21-Oct-2019 08:11


Microsoft New Zealand Partner Awards results
Posted 18-Oct-2019 10:18


Logitech introduces new Made for Google keyboard and mouse devices
Posted 16-Oct-2019 13:36


MATTR launches to accelerate decentralised identity
Posted 16-Oct-2019 10:28


Vodafone X-Squad powers up for customers
Posted 16-Oct-2019 08:15


D Link ANZ launches EXO Smart Mesh Wi Fi Routers with McAfee protection
Posted 15-Oct-2019 11:31


Major Japanese retailer partners with smart New Zealand technology IMAGR
Posted 14-Oct-2019 10:29


Ola pioneers one-time passcode feature to fight rideshare fraud
Posted 14-Oct-2019 10:24


Spark Sport new home of NZC matches from 2020
Posted 10-Oct-2019 09:59


Meet Nola, Noel Leeming's new digital employee
Posted 4-Oct-2019 08:07


Registrations for Sprout Accelerator open for 2020 season
Posted 4-Oct-2019 08:02


Teletrac Navman welcomes AI tech leader Jens Meggers as new President
Posted 4-Oct-2019 07:41


Vodafone makes voice of 4G (VoLTE) official
Posted 4-Oct-2019 07:36



Geekzone Live »

Try automatic live updates from Geekzone directly in your browser, without refreshing the page, with Geekzone Live now.


Support Geekzone »

Our community of supporters help make Geekzone possible. Click the button below to join them.

Support Geezone on PressPatron



Are you subscribed to our RSS feed? You can download the latest headlines and summaries from our stories directly to your computer or smartphone by using a feed reader.

Alternatively, you can receive a daily email with Geekzone updates.