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#22791 8-Jun-2008 17:12
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Vodafone Family is great!!

But did you know that if you're in a family group, you can't belong to another family group?

I experienced this today when my mate tried adding me to his family package but it wouldn't let him as i'm already the owner of my family package.

That was kind of annoying but oh well...

It's also a bit annoying that the family sign up isn't instant like bestmate, it actually takes 3 business days to get setup!

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  #136505 8-Jun-2008 18:59
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yep, guess they have budgeted out for people belonging to one family. you can imagine the number of small business's taking advantage of this.



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  #136509 8-Jun-2008 19:15
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Conversation with Vodafone CSR from Egypt:

 

Egypt: “Can I please have your name, mobile number and PIN?”

 

Me: “BLAH BLAH BLAH”

 

Egypt: “How can I Help you?”

 

Me: “I would like to remove my Vodafone Family and add 2 of my current Family members to BestMate”

 

Egypt: “Sure, what are the BestMate numbers you wish to add?”

 

Me: “ XXX and XXX”

 

Egypt: “This has been processed, now I will remove your Vodafone Family”

 

Me: “When does this come into affect?”

 

Egypt: “On the start of your next billing cycle”

 

Me: When do the BestMate changes come into affect?”

 

Egypt: “Straight away.”

 

Me: “That means I’m paying for my BestMates who are currently already on my Family package until the 24th June?”

 

Egypt: “That is current, however you still have the advantage of Family as these members can still call you”

 

Me: “ But there is no point of paying for BestMate if they are still part of my Family”

 

PAUSE FOR 10 SECONDS

 

Egypt: “I can remove the changes to your BestMate if you want?”

 

Me: “Will I be charged for this?”

 

Egypt: “Usually not”

 

Me: “Well will I be charged or not?”

 

Egypt: “What do you want me to do here?”

 

Me: “Could you apply the credit of the BestMates or the cost of the cancellation fee until the end of my billing cycle?”

 

Egypt: “I cannot do this, but you may be able to call up after your bill has been invoiced”

 

Me: “OK, thanks, bye”

 

Egypt: “have a good evening”


 
 
 
 


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  #136513 8-Jun-2008 19:35
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Yeah, the situation with CSRs at many companies is just insane. They give these people no authority to do meaningful things the would make happy customers.

If its not on the script, you can't have it!







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  #136514 8-Jun-2008 19:42

simon14:
Me: “Could you apply the credit of the BestMates or the cost of the cancellation fee until the end of my billing cycle?”
Egypt: “I cannot do this, but you may be able to call up after your bill has been invoiced


CSR's are only able to raise credits against open invoices, where as managers can raise credits at any time.

And they most certainly could have made the changes straight away instead of at the end of billing cycle.
If they did add the BM's and then removed them straight away you would be automatically credited and not charged for the change


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  #136523 8-Jun-2008 20:35
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tonyhughes: Yeah, the situation with CSRs at many companies is just insane. They give these people no authority to do meaningful things the would make happy customers.

If its not on the script, you can't have it!


Your on the money there Tony



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  #136597 9-Jun-2008 08:37
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cranz:
simon14:
Me: “Could you apply the credit of the BestMates or the cost of the cancellation fee until the end of my billing cycle?”
Egypt: “I cannot do this, but you may be able to call up after your bill has been invoiced


CSR's are only able to raise credits against open invoices, where as managers can raise credits at any time.

And they most certainly could have made the changes straight away instead of at the end of billing cycle.
If they did add the BM's and then removed them straight away you would be automatically credited and not charged for the change



I was concerned about the charge for changing a best mate half way through the month. This costs $3 per best mate so i would have been charged an extra $6 for them to change it back to how it was - thatw as what i wanted to be credited for or waived.

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