Why wont Complaints/comments to Vodafone work?

Forums › One New Zealand (including Vodafone, WxC, Farmside) › Why wont Complaints/comments to Vodafone work?

rbentley

14 posts

Geek

#24037 13-Jul-2008 19:45

Honest, all I wanted to do was ask when Vodafone was going to upgrade voice coverage where I live, close to Hamilton. So I logged on to the Vodafone site, wrote the email, and when I tried to send it I was faced with another form to fill in to "create a profile" so that my query could be tracked (even though I had already logged in). The new form already had my email address filled in, so I filled in the rest, some of which they already had through my site registration, and then tried to send the email again. But no, it couldn't go because my email address ALREADY EXISTED IN THEIR DATABASE!! I tried phoning them, put in my cellphone number and PIN as requested, then was asked twice whether I wanted to speak to a customer service person, and finally got through only to be asked my phone number and PIN again. Of course, the person didn't know the answer to my question and told me to send a complaint through their website!!!

Does anyone know how to get an answer from Vodafone (short of writing to the general manager)?

johnr

19282 posts

Uber Geek
Inactive user

#147521 13-Jul-2008 19:57

Well I will see if I can help you! But you must understand network planning and rollout can be coverered by NDA

I can advise UMTS900 has been deployed in some areas near Hamilton.

Can you provide anymore INFO township you actually live! Even street name if you are happy to provide that

Network planning is done months in advance and a Email will not see a new cellsite built.

John

itxtme

2102 posts

Uber Geek

#147522 13-Jul-2008 19:58

http://vodafonenz.custhelp.com/cgi-bin/vodafonenz.cfg/php/enduser/ask.php

rbentley

14 posts

Geek

#147523 13-Jul-2008 20:01

That's the page I was talking about - it doesn't work when used as I described.

johnr

19282 posts

Uber Geek
Inactive user

#147524 13-Jul-2008 20:04

rbentley: That's the page I was talking about - it doesn't work when used as I described.

Call Customer service and log a black spot if you live in low coverage and INFO is used for future planning only!

Blackspot logged does not mean new coverage will be built in a few weeks.

You may already have improved coverage but on 3G only 900mhz UMTS

rbentley

14 posts

Geek

#147527 13-Jul-2008 20:09

Thanks for your reply johnr. Sorry, but calling customer service is a waste of time. They simply do not know what to do. I live near Eureka, a few km east of Hamilton city, where voice coverage is marginal. This is known by Vodafone and is indicated on their rather inaccrate web coverage map of the area. What I want to know is whether there is any likelihood of improved coverage in the near future. They already know it is poor.

johnr

19282 posts

Uber Geek
Inactive user

#147535 13-Jul-2008 20:29

rbentley: Thanks for your reply johnr. Sorry, but calling customer service is a waste of time. They simply do not know what to do. I live near Eureka, a few km east of Hamilton city, where voice coverage is marginal. This is known by Vodafone and is indicated on their rather inaccrate web coverage map of the area. What I want to know is whether there is any likelihood of improved coverage in the near future. They already know it is poor.

PM sent

exportgoldman

1202 posts

Uber Geek

Trusted

#147602 13-Jul-2008 22:35

Logging blackspots with Vodafone is a complete waste of time.

I was told my our account manager to log blackspots, which I did religiously for around 4 months. I was logging up to 5 blackspots a day with the helpdesk, every time I was cut off I logged a blackspot.

Didn't make a lick of difference, and the helpdesk staff don't care, and sometimes lie that they are logging it for you when they don't.

There was a thread about this sometime ago, and some Vodafone rep said they did listen, customers were important blah blah blah, but when presented with a long list of blackspots around Auckland, and offers from other forum members to forward blackspot information for him to fix, he shrunk back into the forums and was never seen again.

I long for the day I can drive on the following little known roads in Auckland and not drop calls. I have a sneaking suspiction that I will have to switch networks for my dreams to come true.

State Highway 1 - Mt Wellington
State Highway 1 - Harbour Bridge
Waterfront, before mission bay.

If a Vodafone rep is listening, I can forward you that big list of faults with your network if you care about fixing them instead of simply price gorging?

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johnr

19282 posts

Uber Geek
Inactive user

#147609 13-Jul-2008 22:45

exportgoldman:
Logging blackspots with Vodafone is a complete waste of time.

I was told my our account manager to log blackspots, which I did religiously for around 4 months. I was logging up to 5 blackspots a day with the helpdesk, every time I was cut off I logged a blackspot.

Didn't make a lick of difference, and the helpdesk staff don't care, and sometimes lie that they are logging it for you when they don't.

There was a thread about this sometime ago, and some Vodafone rep said they did listen, customers were important blah blah blah, but when presented with a long list of blackspots around Auckland, and offers from other forum members to forward blackspot information for him to fix, he shrunk back into the forums and was never seen again.

I long for the day I can drive on the following little known roads in Auckland and not drop calls. I have a sneaking suspiction that I will have to switch networks for my dreams to come true.

State Highway 1 - Mt Wellington
State Highway 1 - Harbour Bridge
Waterfront, before mission bay.

If a Vodafone rep is listening, I can forward you that big list of faults with your network if you care about fixing them instead of simply price gorging?

Blackspots are used for planning! could be 2 months or 2 years+ depends where the budget goes.

Lets clear up a few things up first

1)Places with water around is one of the hardest places to tune. IE Auckland harbour bridge and Mission Bay as signals travel across water from other areas this causes issues. The Harbour Bridge does have a serving cell now which has helped but its not perfect.

2) No mobile network around the world has a %0 call drop rate some places just can't be fixed as hardware for coverage can not be put in.

Drive testing is done on a daily basis for areas

DjShadow

4092 posts

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#147610 13-Jul-2008 22:45

just a side question since hamilton is the topic for coverage, will the newstead GSM site get UMTS900 or 2100 eventually? I can get 3g coverage but so weak it does normally switch back to full strength GSM.

johnr

19282 posts

Uber Geek
Inactive user

#147613 13-Jul-2008 22:49

DjShadow: just a side question since hamilton is the topic for coverage, will the newstead GSM site get UMTS900 or 2100 eventually? I can get 3g coverage but so weak it does normally switch back to full strength GSM.

Yes there was a media release from Vodafone advising that all 2G sites will go 3G in the next 18 months

richms

28199 posts

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Lifetime subscriber

#147634 14-Jul-2008 01:50

When calling 0800 800021 and entering the phone number and then the pin and then having to tell it to the CSR is really inexcusable IMO, no point asking for it if your not going to screenpop the account to the CSR that answers.

As for the call dropping issue, I find that between market rd and greenlane even 3g data sessions stall long enough for googlemaps to throw up its timeout screen, and that was going at about 60k so no excuse for it not handing over in time.

If a data session can die totally and need restarting then what hope does a voice call have?

edit: and hows that GSM upgrade of the site in hobsonville going? Still cant pocket a phone here since they did whatever to westharbor back whenever and have it get signal.

Richard rich.ms