ProTip: Getting satisfaction from Vodafone

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nickb800

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#233797 3-May-2018 14:25

So I've had a pretty disastrous time with Vodafone lately. The usual customer service stuff for which they are renown for. Specific issue to be resolved was an incorrect bill.

Here's how I tried to resolve it:

Facebook Messenger: Some dialogue, but promised phone calls never came, even after one month

DM to official Vodafone rep on Geekzone: Some dialogue, but promised phone calls never came in the two week timeframe I was told to expect

Complaint on Vodafone website: Contact promised within two days, actual call back received (and issue resolved) within 40 minutes of clicking submit

So there you have it folks - go to https://www.vodafone.co.nz/contact/complaints/form/ for all your Vodafone issues, and standby for a call

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'That VDSL Cat'
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#2007155 3-May-2018 14:28

Complaint forms often have very key defined expected resolution times and monitored at a high level.

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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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xpd

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#2007221 3-May-2018 16:12

You didnt try on their forums ? Took me going ballistic at them (for me), but got an answer ;)

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Dolts

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#2007263 3-May-2018 16:28

When they sent me a survey via email, I rated them very low and got a call not long after that.

I had no issue with the Internet service, but dealing with any customer service rep was painful.

quickymart

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#2007854 4-May-2018 14:52

Their customer service needs a MAJOR overhaul - like I've said before, the first, top-priority thing they need to do is get rid of that useless overseas call centre and onshore everything again. Customers shouldn't need to go ballistic to get something done.

nickb800

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#2007927 4-May-2018 15:36

Completely agree @quickymart. The only reason I persevere with VF is because they basically have a monopoly on my house - HFC was free to install whereas copper was not, and they are the only cell company with a femtocell product (we have marginal reception).

That call center manages to butcher pre-sale and after sale service. I'd take Spark any day if I had the choice

Batwing

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#2008052 4-May-2018 18:45

Thanks for reminding me of the joy of fighting for months to be billed correctly and never having an honoured call back. Until we gave a poor satisfaction survey after closing out account, had a call back within the day

quickymart

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#2008252 4-May-2018 23:47

nickb800:

Completely agree @quickymart. The only reason I persevere with VF is because they basically have a monopoly on my house - HFC was free to install whereas copper was not, and they are the only cell company with a femtocell product (we have marginal reception).

That call center manages to butcher pre-sale and after sale service. I'd take Spark any day if I had the choice

No fibre where you are? Only cable?

hio77

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#2008254 4-May-2018 23:53

nickb800:

they are the only cell company with a femtocell product (we have marginal reception).

last i checked all providers do offer a product equivalent, however in the consumer space is where it's not as readily accessible.

Cel-fi is a great option for the other providers

#include <std_disclaimer>

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

Linux

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#2008284 5-May-2018 02:40

hio77:
nickb800:

they are the only cell company with a femtocell product (we have marginal reception).

last i checked all providers do offer a product equivalent, however in the consumer space is where it's not as readily accessible.

Cel-fi is a great option for the other providers

2degrees does Wi-Fi calling and Cel-fi costs far to much

VodafoneNZ Sure Signal is the easiest and cheapest of them all

John

nickb800

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#2008323 5-May-2018 09:17

Linux:
hio77:
nickb800:

they are the only cell company with a femtocell product (we have marginal reception).

last i checked all providers do offer a product equivalent, however in the consumer space is where it's not as readily accessible.

Cel-fi is a great option for the other providers

2degrees does Wi-Fi calling and Cel-fi costs far to much

VodafoneNZ Sure Signal is the easiest and cheapest of them all

John

Completely agree. 2degrees WiFi calling would have required 2 new smartphones so way more expensive than $200 for a sure signal. We'd struggle to get enough signal for cel-fi to repeat, and it's expensive.

Fibre is coming in a year or so, so will jump on that asap. Section was subdivided and chorus copper runs down the opposite side of the street so would have had to pay to cross the road

quickymart

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#2008533 5-May-2018 20:04

I remember reading a survey of providers in Consumer magazine sometime earlier this year, where Vodafone was the worst in just about every aspect - speed, sales, customer support, wait times...appalling really. What's sad is they never, ever used to be like that - my personal opinion is they bit off more than they could chew with their acquisition of Telstra Clear.

dejadeadnz

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#2008534 5-May-2018 20:10

I find my connection with VF to be wonderful and it works highly reliably most of the time. But when things go wrong, the only way to get things done is to complain angrily, make it very clear that I will not go away until I get a fair resolution, and shame them very, very openly on the likes of Facebook (the last bit is very important). All up, if things go wrong, expect to waste a hell of a lot of time before everything is resolved. In my experience, many VF staff are pathological liars who simply cannot keep to any promise and display precious little integrity. Their promises to call you back are as reliable as Donald Trump's word.

dafman

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#2008535 5-May-2018 20:11

I'm both a Spark and a Vodafone customer. Over the years I had issues with both with regards to customer service - sometimes a great outcome, other times totally lacking.

They are telcos, so toss a coin and cross your fingers every time you have an issue.

Goosey

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#2008615 6-May-2018 09:53

I get that there are multiple channels nowdays to contact your service providers, but wouldnt one rather get a 'ticket' by way of simply using the email 'contact us' function for said service providers? This way its in the system else you are just dealing with a hustler outside the offical system which drives their KPIs.

Linux

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#2008621 6-May-2018 10:27

Nope that's a bad idea a high percentage of emails are pointless and make zero sense and not related to the ISP

John

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