Rumour Confirmed: Vodafone to charge prepay customer $1 per call to help desk for assisted services

Forums › One New Zealand (including Vodafone, WxC, Farmside) › Rumour Confirmed: Vodafone to charge prepay customer $1 per call to help desk for assisted services

freitasm

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#23763 8-Jul-2008 17:19

Add this to the "We are so happy with Vodafone today" basket... I was told by someone that Vodafone is planning to introduce a $1 charge per call to their prepay customers when they call the Vodafone help desk number (777) for agent-assisted service.

Apparently they want to increase the usage of self service options such as credit card topup, Hot Link and My Vodafone.

If the user select any of these self service options there will be no charge.

Good luck users!

[Edit (KY): Updated the title to Rumour Confirmed]

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#144795 8-Jul-2008 17:21

Looks like customers are paying the call cost to forward the call to Egypt

cisconz

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#144796 8-Jul-2008 17:21

Does this include barring due to a stolen handset?

Hmmmm

davide

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#144798 8-Jul-2008 17:24

That's interesting... I wonder if that is actually true. Was your source someone you would consider "reliable"?

There's sure been a lot of bad press about Vodafone lately.
If I were on Vodafone prepay, this would have me moving to another provider. Maybe not because of this particular issue, but because of the general attitude they seem to be forming towards prepay users.

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sbiddle

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#144801 8-Jul-2008 17:25

How will they charge this if you ring the 0800 for support?

s.joseph

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#144802 8-Jul-2008 17:29

sbiddle: How will they charge this if you ring the 0800 for support?

uhm... by deducting $1 of your prepay account.....

manhinli

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#144806 8-Jul-2008 17:32

Will this go towards improving customer services in the first place? They're support helpdesk is very poor.

sbiddle: How will they charge this if you ring the 0800 for support?

I'm guessing that they're going to have a short warning message before a beep, stating that $1 has been charged.

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ahmad

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#144833 8-Jul-2008 18:05

Since ditching Telecom over 10 years ago, I've never considered going back.

Vodafone:
Excellent customer service on 777
Exclusivity of GSM network
Affordable contract plans which include usable data caps

and now ~~Free calling to customer service~~

Quic Broadband

Move to New Zealand's best fibre broadband service (affiliate link). Free setup code: R587125ERQ6VE. Note that to use Quic Broadband you must be comfortable with configuring your own router.

chakkaradeep

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#144834 8-Jul-2008 18:08

freitasm: Add this to the "We are so happy with Vodafone today" basket... I was told by someone that Vodafone is planning to introduce a $1 charge per call to their prepay customers when they call the Vodafone help desk number (777) for agent-assisted service.

WTF!! Is Vodafone thinking we users could afford anything for Vodafone here in NZ???!!! This is insane!

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richms

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#144855 8-Jul-2008 18:44

What about when their self service is down?

No where on the website is there a "where the hell has my last $20 top up gone" section, nor a "can you please explain to me why my best mate addon did not renew and I have now spend $15 in calls to someone that should have being free"

its almost like vodafone are trying to become the #2 operator again. Perhaps they enjoy being the underdog?

Richard rich.ms

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#145060 8-Jul-2008 21:46

/facepalm

davide

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#145276 9-Jul-2008 10:07

S.joseph: uhm... by deducting $1 of your prepay account.....

And how are they going to know what your number is, when you call an 0800 number, which does not present caller ID of your cellphone?

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ahmad

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#145282 9-Jul-2008 10:17

davide:
S.joseph: uhm... by deducting $1 of your prepay account.....

And how are they going to know what your number is, when you call an 0800 number, which does not present caller ID of your cellphone?

You sure they can't CID on an 0800?? No way...

davide

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#145284 9-Jul-2008 10:22

Point taken, I meant if you call from a phone that is not your cellphone (payphone, work phone, home phone...)

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David Elsbury
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aw

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#145288 9-Jul-2008 10:38

At some stage during the call, if you are calling them about support for anything to do with your phone, they're going to need to know your phone number, and they'll ask you for it.

I'd guess that the $1 will be charged once they access your details to make any queries/changes on your account/prepay account.

bobmeister

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#145290 9-Jul-2008 10:59

While I am not a prepay customer, I must say my experience with the various self help features of Vodafone has been less than overwhelming.

In fact probably the worst i have struck.

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