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# 22190 19-May-2008 20:59
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I called the 777 number asking to speak to a service rep about two issues one that was resolved and the other was not.

After receiving the worse customer service experience ever, i have sent vodafone this email, my quick question is has anyone else experienced such bad service from vodafone or was i just unlucky to have receievd this type of service from a guy who obvisously does not like his job or the people who use his company services?

I am a customer of Vodafone and have been for a very long time. I was previously an on-account client, but swapped over to pre-pay.

 

I’m writing to you to let you know about my experience I received on Sunday the 18th of May 2008 at around 7pm.

I called the 777 line and asked to speak to a service representative, where I was greeted by a very heavy accented Egyptian guy named Hiaam?

 

I was refused by Hiaam to make a complaint about him or the service (or lack thereof) he provided me, calls to your call centre again proved useless and emails to your feedback website have been left unanswered.

 

I posted various threads on popular message boards in New Zealand, describing my experience I have just received and a kind person gave me your email address and gave me your title as a communications manager.

 

My original call was to find out why my credit card top up was not working as I have never had any problems before.

Hiaam didn't know but said he would do the top up for me, which was great.

 

On enquiring about my account balance I was surprised to find I was short of $5 small change I know but none the less it’s still $5. On the night that my best mate was to reoccur I receive a txt message confirming it had been renewed and $6 was debited from my account.

 

My txt2000 had not been renewed due to insufficient credit $0.20 cents short, and this failure to receive a txt message telling me it had not been renewed put me into a false sense of security where during the weekend I texted like mad and spent $5 of my own credit before I could top up and re activate the txt200.

 

After 30 minutes of speaking to your rep, I was left not only angry but disillusioned at the way he treated me and how he was projecting Vodafone as a company.

 

Through his heavy accent he kept on saying he can't refund any fees, he can't do anything for me. After explaining how Vodafone was only providing me with half a service he asked me if I would like only half of my fees back and then saying he can't do that.

 

The whole call went around in circles until I requested to speak to his team leader or supervisor where again I was greeted by his I can't do that attitude. His refusal to put me through to his team leader was just another insult to me and the company he is representing.

 

I asked how could I talk to his team leader and he said I would need to make a complaint to a team leader, which was fine but when I said I wanted to make a complaint he again said he can't take my details down, pass me on to someone who could and kept simply saying what he can't do.

 

I never experienced such stone walling from any one in a contact centre in my life, I used to think calling telecom or the IRD was bad, but sadly he has brought in a new level of unhelpfulness.

 

Thank you for your time in reading this email and I look forward to receiving your reply.

 


 


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BDFL - Memuneh
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# 131916 19-May-2008 21:24
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Playing Devil's Advocate here, but... Are you absolutely sure that your account was $5 short? I suppose you are on prepay, so do you check with Vodafone after every voice call to make sure your balance is what you think? Absolutely sure you didn't miss counting a longer call?

If the CSR looks at the screen and the balance is short, his only option is to say the balance is short. Unless you had exactly details of calls that were wrongly charged, I can't see how he could find anything.

I can see frustation escalating when talking to someone who is bound to say "sorry I can't help" - but "not always "can't help" means bad service.

I do agree though that Vodafone has a communications (no pun intendend) problem. Many times I contacted them via e-mail and never received replies. And many people complain about things not happening.

It is a shame, but in general I tend to believe help desks are destined to provide bad services - and you'd be surprised to find out how good the Telecom service is actually.









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  # 131920 19-May-2008 21:33
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I do actually remember what my balance was as i checked my balance a few days before and it said $15.80, i still have that text message.

Come 15th of May Vodafone Debited $6 for my best mate leaving me with $9.80. Txt2000 costs $10.00 so yes i was short of 20 cents. My point was that i was never advised by Vodafone that my Txt2000 had expired due to insuffient funds, if i had received that text i would of topped up and reactivated.

so in effect during the Friday, Saturday and Sunday Period of texting i was actually spending money i thought i was being used for the $10 text.

So i would say as a gesture of good will and partly because i received one txt but not the other i think $4.80 - $5 is nothing but small change to refund if it keeps the customer happy.

The only call centre that i've ever had any good experiences is The National Banks 0800 18 18 18 number, when i have a problem i give them a call and i ask them what they can do for me. I have had times where their rep has said its out of there power but they have referred me on to someone who could and did help me.

Comparing service i have received from the National Bank to Vodafone, its a no brainer.

Thank you for your post
Andy

 
 
 
 


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# 131924 19-May-2008 21:39
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Ah, so not $5 short, but $.20 short of $5.

I guess this is the problem with prepay accounts that use those "packs". People have to remember to keep the funds there - like a bank. In effect making sure there's always money for the telcos to play with.







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  # 131926 19-May-2008 21:43
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Yes i agree with you to a point there, that you have to keep a certain amount in your account at the end of the month for bank fees etc and if not the bank will pounce on you with there unarranged overdraft fee.

The $5 i was referring to was the amount i had spent without knowing that i was not covered by the txt2000 promo.
If i had received the text saying txt2000 did not recharge because of lack of funds i would of topped up and wouldn't be in this problem.

In saying that also.. banks are more easier to ask for money back than this guy.. (providing you don't make a habbit) of continiously asking for refunds.

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  # 131929 19-May-2008 21:52
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On the day your new cycle rolled over did you get your BAL sent to you from 777?

The other thing is you are prepay, think about how many other prepay customers had made the same mistake as you?
IF VF start paying out one customer there going to have to start paying all out.
Its sad but true reality, in terms of keeping customers 'happy' its about how much $$$ your giving them.

But yes 'Hiaam' could of taken a better approach to dealing with your query. 



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  # 131933 19-May-2008 21:59
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No i did not check my balance on the day of the roll over.
In hind sight this would of prevented me from being in this position.

Its not just about the $5 that has annoyed me, it was the overall way he kept saying he can't do this he can't do that, he sounded like he said he would refund the fees and then changed his mind after me confirming thats what he was going to do.

and to top it off, his refusal to pass me on to a team leader and to tell me how to make a complaint then when i said i wanted to make a complaint have him tell me he can't do that. It was almost like he set me up just so he could say he can't do anything i want again.

Surely a bit of empowerment of vodafone staff to say here guys use your discression of $10 to refund any fees a customer who feels unhappy with there service in an attempt to make the customer feel better and not let them rage on like i am lol.. on here.

edit: have found another bad service thread about vodafone customer service, who also spoke to someone in Eygpt, made we had the same person lol...

Makes me feel a tab bit better that its not just me and that other people are expericing bad service

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  # 131997 20-May-2008 10:46
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Ouch.

I'm starting to wonder if their call centre staff are Vodafone staff, or outsourced.  I tend to have better call center experiences if the staff are actually in-house.  Outsourced call centres have very limited ability to maneuver, and no real desire to keep a customer happy.  They aren't incentivised on it.  Dell is a classic example of this.  The most cheerful, pleasant and unhelpful people I have ever had  the opportunity to work with.

With my engineering hat on, it would be nice if there was an option to deny service if the plan wasn't
paid for.  That way it becomes very, very obvious that the system hasn't renewed the special rate package!

As carriers move into prepaid packages, we're going to see this problem more and more often.  SMS is _not_ a reliable
message delivery mechanism.  It isn't even as reliable as email (and that's saying something!).




 
 
 
 


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  # 132012 20-May-2008 11:39
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jpollock: Ouch.

I'm starting to wonder if their call centre staff are Vodafone staff, or outsourced. I tend to have better call center experiences if the staff are actually in-house. Outsourced call centres have very limited ability to maneuver, and no real desire to keep a customer happy. They aren't incentivised on it. Dell is a classic example of this. The most cheerful, pleasant and unhelpful people I have ever had the opportunity to work with.
Their call centres are outsourced to Cairo, Egypt.

The number to call to speak to someone in NZ is 0800 777 021 - there are *some* helpful staff on that line, but unfortunately some very unhelpful staff as well.

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  # 132016 20-May-2008 11:55
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Xt1ncT:
Their call centres are outsourced to Cairo, Egypt.


I think I need to be a bit more clear. :)  They can be in Cairo and still be Vodafone staff.

So, is this outsourcing or offshoring?




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  # 132017 20-May-2008 11:55
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LoneStar: The only call centre that i've ever had any good experiences is The National Banks 0800 18 18 18 number, when i have a problem i give them a call and i ask them what they can do for me. I have had times where their rep has said its out of there power but they have referred me on to someone who could and did help me.
We do try our best! Laughing




Post-geek, opinionated mediaphile, and natural born cynic. Jack of all genres, master of none.

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  # 132018 20-May-2008 11:59

Not quite right - we have two call centres in Auckland, we outsource to a third party provider in New Zealand as well AND we have a call centre in Cairo that is run by Vodafone Egypt.

Only one of the four is outsourced and one of the four is offshored, but they're not the same one.

Cheers

Paul




Paul Brislen
Head of Corporate Communications
Vodafone

http://forum.vodafone.co.nz


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  # 132020 20-May-2008 12:05

This has been discussed before..

There are 2 main call centers in NZ - these handle the brunt of the calls
There is 1 call center in Cairo, run by VF Egypt and managed by VFNZ employees sent over there - deals with some calls but not all
There is 1 call center outsourced to another company in NZ - mainly promotional calls

0800 777 021 is a BUSINESS team which deals with BUSINESS accounts. This is why you probably get some unhelpful people if you call regarding prepay.. I would not recommend calling this number.

My opinions on Cairo are split 50/50, I've had both good and bad experiences with the call center, I remain positive on the idea but VF does have to pick up their game a little bit. I do however get great customer service everytime from NZ call center staff and can't fault them - I do seem to be lucky in the sense that 90% of my calls to VF always end up in NZ.

VF does need to have a nice hard look at its CS departments, and promptly, before they have to face strong competition.. this will be one of their weak points and quite a large one in customers eyes.

[edit]ah Paul bet me to it again

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  # 132027 20-May-2008 12:17
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Cool.  Vodafone staff.  I like that.  It means that Vodafone values the customer relationship (well, more than others).




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  # 132058 20-May-2008 15:20
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PaulBrislen: Not quite right - we have two call centres in Auckland, we outsource to a third party provider in New Zealand as well AND we have a call centre in Cairo that is run by Vodafone Egypt.

Only one of the four is outsourced and one of the four is offshored, but they're not the same one.

Cheers

Paul
Thanks for correcting me - I spoke to one of your staff today and he told me the same.

He was also extremely helpfull and could not have been more accomodating - he also said that my issue could and should have been sorted out on the first or second contact to which I agreed.

This is exactly the sort of service I expect, and it's the sort of service that makes me want to use the company once more - I have switched to Telecom and their Okta Touch product, however I do absolutely lovve my N95 and it will be a pleasure to use it once more. It's also handy as I have a couple of thousand business cards with my Vodafone number on as well.

So once again, thank you Paul for putting me onto a very efficient member of your team.

Regards



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  # 132176 20-May-2008 21:14
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Thank you also Paul for having a look into this for me

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