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Topic # 237670 12-Jun-2018 14:35
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We were puzzled when our Vodafone direct debit suddenly leapt by $10 so called them to be told our contract had expired. What a shame they couldn't have sent us a reminder. My wife spoke with someone called Matt who said because we had been with Vodafone so long (actually ever since Telstra Clear) they would give us an extra $10 discount if we signed up for new fixed-term period. Vodafone would also give us a new modem. Great, we thought, and agreed. The next month, guess what, same charge out of our account, no discount, heard nothing about the modem. My wife tried calling the cell phone number Matt had given us. It was no longer active. My wife called Vodafone and got through to the Philippines and was told she had to use the Vodafone Ninja service, but she couldn't make it work on her iPad, stuck to her guns and said she wanted to speak with a real person. After more inquiries and a lengthy delay, she was told there was no record of the previous phone call and the agreement having been passed on. She insisted to speak with someone and was promised we would receive a call from Matt at Vodafone within three working days. Guess what, nothing! What appalling customer service. We are thinking we should just go with another provider -- Spark happened to visit -- except this really was good deal. What should we do? Is there any other way of actually reaching Vodafone?

 

Thanks,

 

David


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  Reply # 2034454 12-Jun-2018 14:38
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Ring and ask to be put through to the retention team during business hours they are pretty good from past experiences

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  Reply # 2034466 12-Jun-2018 14:46
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The real question is. Are you now under contact?
Ring and ask. I have my suspicions!





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  Reply # 2034476 12-Jun-2018 14:47
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Thanks, will try to get through but not easy. I don't think Vodafone really wants to talk to customers. The rise of automated services makes it trickier than ever.


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  Reply # 2034516 12-Jun-2018 15:07
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@MikeHales this could be one for you to help with





Mike
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The views stated in my posts are my personal views and not that of any other organisation.

 

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  Reply # 2034517 12-Jun-2018 15:09
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Well, the next Vodafone guy was more helpful. Apparently, the contract is now active, starting yesterday. We still have to use the Ninjas to try to get the modem. We'll give it a go but they don't make it easy! And when they said someone would call us, no-one did. Not exactly reliable.


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Vodafone NZ

  Reply # 2034526 12-Jun-2018 15:29
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Message me if you get stuck, sorry for the hassle.





Channel Manager, Help & Support @ Vodafone NZ


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  Reply # 2034528 12-Jun-2018 15:41
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DJK01:

 

Well, the next Vodafone guy was more helpful. Apparently, the contract is now active, starting yesterday. We still have to use the Ninjas to try to get the modem. We'll give it a go but they don't make it easy! And when they said someone would call us, no-one did. Not exactly reliable.

 

 

 

 

So the contract is active, and you have to harass said Ninjas for said modem?
The hell is wrong with that place. Something along the lines of deceit come to mind. If you did not call up or do anything right now you'd be under contact without a single promised item for re signing. 

You have every right to cancel that contract as it stands.

 


I'd also be concerned as I see this popping up all the time. Are sales agents fraudulently resigning people and not honoring the agreements they make, blurring the lines by not leaving any notes, not writing down what was included in the resign or anything. It really begs the question. 

I smell fish. 





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  Reply # 2034536 12-Jun-2018 15:55
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Yeah, well, I would say definitely room for improvement. But like I said, it's still a good deal. And I don't blame the Ninjas, the guy who replied, wherever he was (India judging by his English) was very nice and helpful. He said Vodafone would send the modem within you days. Only after we got in touch of course. Thing is, when we asked whether someone would install it for us he said we would have to phone the 0800 number. Which we had just done, only to be told to contact Ninjas who would arrange it all! Round in circles. Ninja then said to contact them again once modem arrives to arrange a technician. It needs to be installed correctly. We have heard there can be problems.

 

I'm glad someone from Vodafone replied here, too. This forum was recommended for getting stuff sorted! 

 

 


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  Reply # 2034578 12-Jun-2018 18:57
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Use the complaints form on their website, works a treat

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  Reply # 2034617 12-Jun-2018 20:52
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Wonder how many of those are getting filled out every day.


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  Reply # 2034652 12-Jun-2018 21:30
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"The functions of the ninja included espionage, sabotage, infiltration, assassination and guerrilla warfare" (source). That does somewhat remind me of Vodafone customer service ;)





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  Reply # 2034773 13-Jun-2018 08:40
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These days I record phone calls like that on my phone - banks, insurance companies, utilities etc.

 

The message that says

 

"This call may be recorded ..."

 

Doesn't  specify who may record it, so IMO the organisation has consented.





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  Reply # 2034816 13-Jun-2018 09:07
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MikeAqua:

 

These days I record phone calls like that on my phone - banks, insurance companies, utilities etc.

 

The message that says

 

"This call may be recorded ..."

 

Doesn't  specify who may record it, so IMO the organisation has consented.

 

 

Nice interpretation. I record key calls as well, it's easy with an app.





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  Reply # 2034880 13-Jun-2018 10:44
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Before we leap down Vodafone's throat - "Never attribute to malice that which is adequately explained by stupidity"

 

They're working in a cramped barely 30cm wide 'desk' with (only just) practically enough room for a keyboard and mouse. They're not paid enough, or given enough training to give a hoot if they stuff up every now and again.

 

Don't blame Vodafone, blame the shareholder culture for demanding more dividends (cheap overseas workers) with minimal cost (no training). 

 

 


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  Reply # 2034881 13-Jun-2018 10:52
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tehgerbil:

 

Before we leap down Vodafone's throat - "Never attribute to malice that which is adequately explained by stupidity"

 

They're working in a cramped barely 30cm wide 'desk' with (only just) practically enough room for a keyboard and mouse. They're not paid enough, or given enough training to give a hoot if they stuff up every now and again.

 

Don't blame Vodafone, blame the shareholder culture for demanding more dividends (cheap overseas workers) with minimal cost (no training). 

 

 

 

 

It's entirely fair to blame Vodafone as an organisation and critique interactions with their staff.

 

Criticizing the workers are as being useless (for example) would be unfair, as the poor interactions can be a result of the circumstances in which they work (e.g. poor systems, culture, training, pay) rather than the competence of staff.


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