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  Reply # 2087842 11-Sep-2018 22:25
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Thanks for the warm welcome AK, John .....and for the help Bartender and Mauricio. It's great to be back home in NZ. 

 

 

 

Hey Dejadeadnz - it's true we have more than our fair share of work ons in NZ, but all I have seen at Voda NZ this week is a really passionate group of people committed to doing what is right for New Zealanders. Agree that we are not showing up like that at the moment though - so plenty of work for all of us to get onto. Good insight into some of the opportunities re the comcom and transparency on service levels above, so thanks for that. I've included my email address in the first post so please flick me through any others as they come up.

 

Cheers

 

Jason





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  Reply # 2087848 11-Sep-2018 23:06
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Jason, congrats for fronting these issues in a respectful and dignified way. Coming from the perspective of someone who's led compliance and risk programs for large corporates, my first "challenge" to you would be to confront those (if they still remain at VFNZ) came up with the idea of deducting money out of customers' accounts if they no longer have services with you but have a remaining credit. Just ask yourself this: why does no one else do this? I don't expect you to come back with an answer but that's a good illustrative example of the profound tone-deafness of Vodafone that has been allowed to go on for nearly a decade. Fairminded people will actually start showing more than disgust and disdain towards VF when they see demonstrable changes away from that direction.

 

 

 

 


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  Reply # 2087854 11-Sep-2018 23:27
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Jason - as someone who worked at TCL (and I met you when I was at Spark) one of the first changes you could make to make VF a provider of choice is on-shoring your Customer Service call centre, as the current one in the Philippines is, frankly, terrible. Are there any plans to do this?
(Sorry for the thread hijack)

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  Reply # 2087878 12-Sep-2018 07:12
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quickymart: Jason - as someone who worked at TCL (and I met you when I was at Spark) one of the first changes you could make to make VF a provider of choice is on-shoring your Customer Service call centre, as the current one in the Philippines is, frankly, terrible. Are there any plans to do this?
(Sorry for the thread hijack)

 

 

 

</thread hijack on>

 

I have never quite understood why service providers in New Zealand offshore support centers rather than taking the obvious step of making use of second tier NZ cities. Places like Hawkes bay, Hamilton etc would be a much better solution than the Philippines. Working with the local polytechnic to customize courses and train suitable staff would not be a difficult task, I'm sure there would be significant support from the local entities to inject more stable and sustainable jobs into the area. I have suggested this path more than once when working at various Telco's and everyone seems to think this is a great idea, but then they promptly either offshore (with normally terrible customer service results) or onshore to the major cities (with the associated opex costs) as it requires less work. Regional NZ now has excellent connectivity and a ready supply of people who need jobs that don't need Auckland pay rates, it seems obvious to me!

 

</return to normal service>

 

 

 

 

 

 


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  Reply # 2087880 12-Sep-2018 07:22
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Yay @JasonParis is back :)  I have great respect for this guy, one email to him when he was at spark and my phone issue was sorted within an hour (after having issues for a couple of weeks with a new device).

 

 

 

Welcome back Jason :)


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  Reply # 2087980 12-Sep-2018 08:47
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Thanks so much for the reply @JasonParis, I will send you my details so you could look into it when you have a chance.



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  Reply # 2088145 12-Sep-2018 11:30
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Just to update I have emailed Jason and he replied that it's being looked into so I will update once it gets sorted.

Have always been happy with Vodafone with my home broadband and previously mobile before I switched to 2Degrees so this is the first problem I've ever had with them. I guess there's always teething problems when you change services so I'm sure it will be fine once up and running properly.



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  Reply # 2089418 12-Sep-2018 16:49
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Just to update, it now works. Number was switched from 2 Degrees at around 1pm, so put in the Vodafone SIM but unfortunately it still didn’t work. I then got an email from Gareth from Vodafone Customer Care who Jason had passed my details onto. After exchanging a few emails it seemed like this issue must be a faulty SIM, so I then had to go to the closest Vodafone store to get my number swapped onto a new one and it now works. Gareth later called me and offered to put enough credit on my account to cover the first couple of months too.
 
Fantastic result in the end. Thank you so much to Jason and Gareth for their help, and also Emma who had responded via the Vodafone Facebook page yesterday to chase it up. Still a bit in shock that the CEO actually replied to me, an individual customer with such a minor issue that shouldn’t usually go up to his level. Great stuff!

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  Reply # 2089419 12-Sep-2018 16:51
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Gareth is great guy know him well

John




Ex JohnR VodafoneNZ 17 years 4 days

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