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.




20 posts

Geek


#232235 5-Apr-2018 23:09
Send private message

I'll try to keep this brief as possible as I really am over dealing with this situation and as the contracts just about up we've decided to give up and move to another provider - 

 

 

 

- More than 6 Months ago, the home broadband account holder passed away.  

 

- Wife of the deceased asked me to switch the account over to her instead, as I was also authorized on the account because I set it up for them.

 

- I call support, they take all the details and say they will change the account name over for me.

 

- Next months bill arrives, still in the old name.

 

- I call support, they say they are not sure why it didn't go through, will definitely do it this time.

 

- Next months bill arrives, still in the old name.

 

- I call support, they say they will put another request through, I ask to be called back when its done as this is the 3rd time I've called to do this.

 

- No call back

 

- Next months bill arrives, still in the old name.

 

- I call support, tell them I've been trying to change the name on the account for 4 months, the wife of the deceased is getting very annoyed she is still getting bills sent to his name.  I ask to be put on hold until they can find out whats going on, which they do, turns out they can't actually change the account name over the phone, I will need to fill out some forms to change the account over, and they will probably have to mail them out to me, took my mobile number and said someone from the appropriate department would definitely call me back regarding all this.

 

- No call back

 

- A few weeks later a letter arrives saying 'we tried to reach you on your mobile #021 ---  but were unable to' (This is a blatant lie, no missed calls from them).  Letter also included some forms to fill out to change the account over, we fill them all out with the new account details and mail them back to Vodafone.

 

- Next months bill arrives, still in the old name.

 

- Next months bill arrives, still in the old name.

 

 

 

Well done Vodafone, with your inability to complete a pretty simple request in 6 months you have managed to annoy a longtime customer so much that she is now going to change provider - something she really really didn't want to go through the hassle of doing.

 

 


View this topic in a long page with up to 500 replies per page Create new topic
 1 | 2 | 3
6690 posts

Uber Geek

Trusted
Lifetime subscriber

  #1989138 5-Apr-2018 23:28
Send private message

Something @mikehales could maybe pick up and follow-up on 

 

Linux


615 posts

Ultimate Geek

Trusted

  #1989162 6-Apr-2018 05:19
Send private message

@jnc77
I'm really sorry to hear about that. If it's not too late, I'm happy to take this on and ensure name change etc.
It is a simple process and my apologies to your mother that we've not done this and removed an unnecessary stress at what must have been a tough time anyhow.
Again, sorry.
m

 
 
 
 


5408 posts

Uber Geek


  #1989796 6-Apr-2018 22:30
Send private message

I guess I'm curious to know how the call centre could screw it up so many times, repeatedly? Once, yes - we all make mistakes - but over and over?


4684 posts

Uber Geek

Trusted
Subscriber

  #1989833 7-Apr-2018 06:01
Send private message

quickymart:

 

I guess I'm curious to know how the call centre could screw it up so many times, repeatedly? Once, yes - we all make mistakes - but over and over?

 

 

As a Vodafone customer I am getting very nervous about the increasing prevalence of stories like this. I know that poor customer service is something that is problematic across the industry, but I don't like the idea of sticking with a provider who cannot resolve problems despite repeated interactions over a long period of time. 


64 posts

Master Geek


  #1989856 7-Apr-2018 07:50
Send private message

I've found that I get better resonse and fixes if I communicate by email. 


351 posts

Ultimate Geek

Lifetime subscriber

  #1989881 7-Apr-2018 08:30
Send private message

quickymart:

 

I guess I'm curious to know how the call centre could screw it up so many times, repeatedly? Once, yes - we all make mistakes - but over and over?

 

 

While I've had similar problems when dealing with the Call Centre - nothing like as bad as the original post - I dread having to contact Vodafone with their touch-tone system to be directed to the right department and then a ten to fifteen minute waiting to speak to an operator. Having to explain to this first operator your enquiry before being put back on hold and then repeating the exercise again with the second operator.

 

Why can't they provide a text message service see this article https://www.forbes.com/sites/micahsolomon/2017/01/18/heres-how-texting-is-transforming-customer-service-and-customer-support/#4f701a373681 

 

much simpler - you compose your enquiry, its handled by a machine before being presented to an operator you and ask for any additional information to resolve your request. Finally, you get an email of the whole conversation.


200 posts

Master Geek

Subscriber

  #1991040 7-Apr-2018 13:48
Send private message

This is nothing unusual. I'm associated with three different accounts including my own and they've all been stuffed up, including one which was a new customer. I had to invest tens of hours to get everything into a tolerable state. We're taking all three of them away at the earliest opportunity, despite giving Vodafone multiple opportunities to make it right. It's no wonder that they have a customer satisfaction rating that is the worst by far.


 
 
 
 


2681 posts

Uber Geek


  #1991074 7-Apr-2018 15:03
Send private message

I had a similar run-around with TelstraClear, back before it was folded into Vodafone.

 

Really poor call center. I was also trying to close the account of a deceased person. I kept getting sent round and round in circles, with repreated (and distressing) requests to put the account holder on the phone, otherwise they couldn't do anything, clearly from an inflexible script they were following. This was after explaining that the account holder was dead to at least five different people on at least five different occasions.

 

I finally got someone who knew what they were doing, was able to supply a copy of the death certificate (which they should have asked me for in my earlier calls) and got it closed.

 

Frustrating experience and poorly trained staff. Vowed never to become a customer myself.


6690 posts

Uber Geek

Trusted
Lifetime subscriber

  #1991079 7-Apr-2018 15:17
Send private message

We were trained back in 2000 what to do in the above situation and this was to request a copy of the death certificate

I won a all expenses paid trip overseas from Vodafone NZ back in 2001 for the way I handled a mother that lost a daughter in a road accident. The mother personally took time to write a letter to the CEO Tim Miles thanking him for what I did. I put the daughters voicemail greeting onto a CD and posted it to her

I also got to take a friend on that trip to New Caledonia

Linux

5408 posts

Uber Geek


  #1991186 7-Apr-2018 17:48
Send private message

sbowness:

 

This is nothing unusual. I'm associated with three different accounts including my own and they've all been stuffed up, including one which was a new customer. I had to invest tens of hours to get everything into a tolerable state. We're taking all three of them away at the earliest opportunity, despite giving Vodafone multiple opportunities to make it right. It's no wonder that they have a customer satisfaction rating that is the worst by far.

 

 

It might not be unusual, but that doesn't make it right, does it?
Like I said in another thread, Vodafone need to get rid of that stupid (and clearly useless) Philippines call they insist on using and bring it back to NZ. They obviously don't know what they are doing over there - long waits, endless transfers to "the department that can help you" when it turns out they can't, explain your story over again...it goes on and on.


4684 posts

Uber Geek

Trusted
Subscriber

  #1991191 7-Apr-2018 18:21
Send private message

I assume the Phillipines call centre is outsourced to a third party, in which case you have to wonder what KPIs are in place and whether they are being enforced. 


1099 posts

Uber Geek

Trusted

  #1991228 7-Apr-2018 18:56
Send private message

Back when I was working in the VF call center it was clearly explained to us (Get copy of death certificate and either process the disconnection or submit the ownership transfer request), Typically I would do this while the caller was still on the phone (if they could take a photo or scan & email the certificate). 

 

I imagine the cause of repeated non action is KPIs, Once the customer is off the phone there is little incentive for the csr to to any follow up as they're pushed to answer the next call.


2681 posts

Uber Geek


  #1991233 7-Apr-2018 19:16
Send private message

Linux:

I won a all expenses paid trip overseas from Vodafone NZ back in 2001 for the way I handled a mother that lost a daughter in a road accident. The mother personally took time to write a letter to the CEO Tim Miles thanking him for what I did. I put the daughters voicemail greeting onto a CD and posted it to her

 

That was a very nice thing to do. Above and beyond. Kudos to you.


200 posts

Master Geek

Subscriber

  #1991881 9-Apr-2018 10:26
Send private message

quickymart:

 

sbowness:

 

This is nothing unusual. I'm associated with three different accounts including my own and they've all been stuffed up, including one which was a new customer. I had to invest tens of hours to get everything into a tolerable state. We're taking all three of them away at the earliest opportunity, despite giving Vodafone multiple opportunities to make it right. It's no wonder that they have a customer satisfaction rating that is the worst by far.

 

 

It might not be unusual, but that doesn't make it right, does it?
Like I said in another thread, Vodafone need to get rid of that stupid (and clearly useless) Philippines call they insist on using and bring it back to NZ. They obviously don't know what they are doing over there - long waits, endless transfers to "the department that can help you" when it turns out they can't, explain your story over again...it goes on and on.

 

 

Totally agree. That's why we're leaving. In the end, that's the only sanction we have when all else has failed. Vodafone clearly don't care what their customers think otherwise changes would have been made by now.


7093 posts

Uber Geek

Trusted

  #1991893 9-Apr-2018 10:39
Send private message

Yep, I've found the same thing.  We had discounts applied that would drop off periodically.  Same type of interactions, around can you please apply this in a way that won't require manual intervention etc.

 

Next month, same deal.

 

 

 

Like anything, if you find the right person it all works, but this just encourages going outside the normal process of the service desk.

 

 

 

You can switch power companies, even insurance companies pretty easy, but guaranteed any change in the telecommunications world will be a hassle, and often leave you without your service for 4 days or so.  

 

 

 

Must say a big thanks to the Vodafone reps here who have helped me over the years, but I do wish I didn't need to lean on them in the first place.


 1 | 2 | 3
View this topic in a long page with up to 500 replies per page Create new topic




News »

Freeview On Demand app launches on Sony Android TVs
Posted 6-Aug-2020 13:35


UFB hits more than one million connections
Posted 6-Aug-2020 09:42


D-Link A/NZ extends COVR Wi-Fi EasyMesh System series with new three-pack
Posted 4-Aug-2020 15:01


New Zealand software Rfider tracks coffee from Colombia all the way to New Zealand businesses
Posted 3-Aug-2020 10:35


Logitech G launches Pro X Wireless gaming headset
Posted 3-Aug-2020 10:21


Sony Alpha 7S III provides supreme imaging performance
Posted 3-Aug-2020 10:11


Sony introduces first CFexpress Type A memory card
Posted 3-Aug-2020 10:05


Marsello acquires Goody consolidating online and in-store marketing position
Posted 30-Jul-2020 16:26


Fonterra first major customer for Microsoft's New Zealand datacentre
Posted 30-Jul-2020 08:07


Everything we learnt at the IBM Cloud Forum 2020
Posted 29-Jul-2020 14:45


Dropbox launches native HelloSign workflow and data residency in Australia
Posted 29-Jul-2020 12:48


Spark launches 5G in Palmerston North
Posted 29-Jul-2020 09:50


Lenovo brings speed and smarter features to new 5G mobile gaming phone
Posted 28-Jul-2020 22:00


Withings raises $60 million to enable bridge between patients and healthcare
Posted 28-Jul-2020 21:51


QNAP integrates Catalyst Cloud Object Storage into Hybrid Backup solution
Posted 28-Jul-2020 21:40



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.