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Topic # 228546 11-Jan-2018 09:25
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Unimpressed with Vodafone support - called on monday to log a fault with a clients hosted email, needs to be passed through to another team and can't be given a reference. Assured I will be called back.

 

No contact by tuesday, email the domain team directly and get an email reference with a reply stating I will be contacted with 24 hours.

 

Still no contact by this morning and now the 0800400888 number and the 099629888 number are not being answered.

 

 

 

Hopefully a Vodafone person on here will see this and can contact me to make some progress!

 

Cheers

 

Matt.


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  Reply # 1936007 11-Jan-2018 09:33
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Every fault logged is allocated an incident number and can / should be given to the customer straight away when on that phone call, Customers should not hang up until they have the fault ticket number written down do not accept NO as an answer

 

@mikehales is best to follow-up on this from VodafoneNZ

 

Linux





Ex JohnR VodafoneNZ 17 years 4 days

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  Reply # 1937442 12-Jan-2018 00:11
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I think their phones went down for a time this morning.


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  Reply # 1937490 12-Jan-2018 08:14
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quickymart:

 

I think their phones went down for a time this morning.

 

 

How is that related to this thread? If you read the first post it actually advises they got thru but were not given a fault ticket number

 

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Ex JohnR VodafoneNZ 17 years 4 days



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  Reply # 1937499 12-Jan-2018 08:32
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If you read the first post I couldn't get thru yesterday morning to follow up.

 

Finally the phones were answered at about 10am, again had difficulty getting a reference number and was advised to use the account number. 

 

My issue was resolved though which I guess was the main thing.

 

 

 

Matt


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  Reply # 1937904 12-Jan-2018 23:40
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I was referring to the part about the "phones not being answered" (as well as the thread title), and thought it was related to that outage. I read the first post thanks, and that's how I interpreted it. Glad you got your issue resolved.


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  Reply # 1937905 12-Jan-2018 23:49
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Linux:

 

Every fault logged is allocated an incident number and can / should be given to the customer straight away when on that phone call, Customers should not hang up until they have the fault ticket number written down do not accept NO as an answer

 

 

in an ideal world, this would not be required as the rep would own the situation....





#include <std_disclaimer>

 

Any comments made are personal opinion and do not reflect directly on the position my current or past employers may have.


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Reply # 1937938 13-Jan-2018 10:04
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quickymart:

 

I was referring to the part about the "phones not being answered" (as well as the thread title), and thought it was related to that outage. I read the first post thanks, and that's how I interpreted it. Glad you got your issue resolved.

 

 

Yes you are correct, 

 

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Ex JohnR VodafoneNZ 17 years 4 days

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  Reply # 1938077 13-Jan-2018 13:11
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Hi,

 

Try Twitter.  I get much better response to query's using social media @VodafoneNZ

 

 

 

S


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