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Topic # 23127 19-Jun-2008 09:34
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I've been in contact with Vodafone customer support many times, but still no result.

I'm now in London, UK, arrived here on June 7.


Here's a brief history:

- Before leaving NZ I had a Get70 plan, and a Free2call 0800 number, with the 75 minute plan (19.50+gst per month)

- Approx 2 months before I flow out of NZ (March), I talked to Vodafone, and they said I could easily keep get70 plan (so I keep my number), and I can change free2call number to a casual plan (so i can keep number), and most importantly they could block all incoming calls to 0800 number.


Now, the week before we fly out of Auckland (19-23 May), I called Vodafone THREE times, talking to THREE different customer support people.
- first person said no problem, switch to free2call casual, and will put block
- day later, calls were not being blocked. So called again, second person said they will look into it.
... still no luck, calls were not being blocked.


Then, while at Auckland Airport (waiting for international flight), I called AGAIN.
This time they said it will be done, and they would call me back at 12pm (I had to board my flight at 1pm).


Guess what, I received no call... and before going to board, I tried calling my 0800 number from a payphone...
It still worked!!! :(


So I left it for now, as we were going to Thailand for 2 weeks, with vodafone roaming.


While in Thailand, I received some 0800 calls (as I'm roaming).
Thus, costing me money!!!! That I shouldn't have even be charged, as I wanted them blocked.


While in Thailand at an internet cafe, I sent an email support request to Vodafone, on May 28.
I gave all my details, and asked for the calls to blocked finally.


...
2 weeks later, I had yet to hear from Vodafone.

I was now in London, so on June 11 I went on the internet again, logged into the Vodafone MyHelp system (to my original request on May 28), and put in another update asking for a solution.


Well another week has passed since June 11, and still no response from Vodafone.


I have just logged into My Vodafone, and checked my call usage for the 0800 number.
Just since June 4, I have received 6 calls to the 0800 number, each time COSTING ME 39cents +GST per minute (for free2call charges), and no doubt roaming charges.


I am now on a monthly O2 sim plan over in the UK, so I only check my NZ Vodafone SIM once per week for any TXT messages received.


If only Vodafone were as half decent as O2 over here. I only pay 15quid per month, and get 200 anytime minutes to ANY number, plus 400 TXT messages, and unlimited anytime O2 to O2 calls. Plus unlimited web browsing on my phone (HTC TyTN II) for only 1quid per day.
Not to mention they answer customer calls within seconds.


Anyway, if anyone reading this can help me, or works for Vodafone, can you please PM me and get this sorted for me.
All I wanted was to have all calls blocked to my 0800 number, solely because I'm away, and I wanted to keep my number.

Is Vodafone going to refund me for all the calls that have rung my phone (going to voicemail) over the past 2-3 weeks?
AS THIS SHOULD HAVE BEEN FIXED 3 WEEKS AGO.

Sorry, rant over...


Nice weather over here by way, the co-pilot live works great on the TyTN II, and been rather handy.


Mike


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Hawkes Bay
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  Reply # 139124 19-Jun-2008 09:42
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You may indeed recieve some help, but my suggestion is to escalate your problem through Vodafones advertised support channels (check their website). This forum will not guarantee a response for you, as its simply a chat area that some Vodafone employees visit sometimes.




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  Reply # 139125 19-Jun-2008 09:46
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tonyhughes: You may indeed recieve some help, but my suggestion is to escalate your problem through Vodafones advertised support channels (check their website). This forum will not guarantee a response for you, as its simply a chat area that some Vodafone employees visit sometimes.


Hi Tony,
When I was in NZ I did contact Vodafone on 777.

And when in Thailand and here in London, I visited the Vodafone website help/support page, and contacted them.
I sent 2 requests via their "My Help" system, which is part of the Vodafone website.


The only other way I can get in touch with them from London is to call...
And I don't think I should have to fork out to pay for an international call to Vodafone, when the problem should have been fixed by now, and I have also followed their suggestion of emailing them.

... unless of course Vodafone will accept an international collect call??

 
 
 
 


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Reply # 139127 19-Jun-2008 09:59
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I know it won't help much but...

There's a reason why people I talk to in general agree Vodafone provides a poor customer experience. It's not all about the funky handsets these days.

As Tony says someone may contact you from here, but it's not an "official" thing. It may take time.

Keep calling them. Ask for a case number and call again later with the case number.




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  Reply # 139134 19-Jun-2008 10:40
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Please pm me the details the free2call number and account pin if you are happy to do this and i will sort it out for you later today or first thing tomorrow morning nz time. The 0800 needs to be blocked on IN. I cant do this today as i am on a 4 day course that finishes today. Thanks john



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  Reply # 139282 20-Jun-2008 00:42
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Thanks John, but its now fixed :)

Maybe its just coincidence, but within 6 hours of posting this topic, a Vodafone Customer Services have replied to my email support enquiry from over a week ago, and have now fixed the problem, and will look at reversing the roaming charges.

Finally its now fixed, and I'll stop receiving these 0800 calls while overseas...
Thanks to anyone at Vodafone who may have seen this topic and helped resolve the problem.

:)

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Geek


  Reply # 139358 20-Jun-2008 11:57

Thats good to hear that your problem is now fixed......however I suspect that it may have just been a coincidence...as on this post there is no account details or mob. number so anyone from Voda who would have seen this wouldn't know how to look up your info....I think.
On the topic of Vodafone customer service, I 'mystery shopped' them the other day on the phone regarding possible porting my number to them from Telecom. The rep told me that I would have to 'contact Telecom and get them to release my number' (which implies disconnecting it) and then to ring them back and they could go from there! This is hopeless, as a) you have to have an active number to port and b) you never have to contact your service provider if you dont want to.

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Wannabe Geek


  Reply # 140155 24-Jun-2008 12:46
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Continuing the topic of Vodafone customer service: it's a black hole. We've been with IHUG for over a decade, but noticed a marked deterioration in support quality and turnaround since Vodafone came along. And for six months I've been trying repeatedly by email (my preferred medium) to arrange a business line transfer from another provider. I even gave them a phone number to call if they preferred to do it that way.

Zip response. Apparently, their support staff can no longer read.

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