Why we are leaving Vodafone after 10+ years (home broadband)

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jnc77

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Topic # 232235 5-Apr-2018 23:09

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.

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.

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Reply # 1989138 5-Apr-2018 23:28

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

Linux

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MikeHales

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Reply # 1989162 6-Apr-2018 05:19

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@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

Channel Manager, Help & Support @ Vodafone NZ

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quickymart

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Reply # 1989796 6-Apr-2018 22:30

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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?

alasta

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Reply # 1989833 7-Apr-2018 06:01

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.

clod

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Reply # 1989856 7-Apr-2018 07:50

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

rogercruse

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Reply # 1989881 7-Apr-2018 08:30

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.

sbowness

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Reply # 1991040 7-Apr-2018 13:48

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.

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Reply # 1991074 7-Apr-2018 15:03

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.

Linux

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Reply # 1991079 7-Apr-2018 15:17

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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

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quickymart

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Reply # 1991186 7-Apr-2018 17:48

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.

alasta

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Reply # 1991191 7-Apr-2018 18:21

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.

Andib

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Reply # 1991228 7-Apr-2018 18:56

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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.

JimmyH

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Reply # 1991233 7-Apr-2018 19:16

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.

sbowness

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Reply # 1991881 9-Apr-2018 10:26

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.

Jaxson

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Reply # 1991893 9-Apr-2018 10:39

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.

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