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  Reply # 2097002 26-Sep-2018 17:27
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A single stack billing platform is coming so watch this space (Yes it's taking time but 100's of millions is getting spent)

 

John





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  Reply # 2097005 26-Sep-2018 17:35
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Finally. That's a good thing, but just a pity it's taken so long (yes I know there are lots of different legacy systems involved). Good it's finally happening.


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  Reply # 2097006 26-Sep-2018 17:37
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Linux:

 

A single stack billing platform is coming so watch this space (Yes it's taking time but 100's of millions is getting spent)

 

John

 

 

 

 

That has got to be the understatement of the century, over 10 years ago when VF brought ihug the promise was made to combine the 2 billing platforms......


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  Reply # 2097008 26-Sep-2018 17:41
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gregmcc:

 

Linux:

 

A single stack billing platform is coming so watch this space (Yes it's taking time but 100's of millions is getting spent)

 

John

 

 

That has got to be the understatement of the century, over 10 years ago when VF brought ihug the promise was made to combine the 2 billing platforms......

 

 

Correct that was advised but when I left in April 2017 things were well under way on the single stack so I am sure in the next 12 months things will come together, I know people working on the project now

 

John





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  Reply # 2097010 26-Sep-2018 17:46
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Linux:

 

A single stack billing platform is coming so watch this space (Yes it's taking time but 100's of millions is getting spent)

 

John

 

 

It's not April fools day john!





#include <std_disclaimer>

 

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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  Reply # 2097428 27-Sep-2018 12:27
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With their helpdesk support they really wants me out and @Lias I'll think twice to coming back


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  Reply # 2098490 29-Sep-2018 12:26
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hio77:

 

Linux:

 

A single stack billing platform is coming so watch this space (Yes it's taking time but 100's of millions is getting spent)

 

John

 

 

It's not April fools day john!

 

 

They brought ihug back in 2006 so taken them 12 years so far...


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  Reply # 2098506 29-Sep-2018 13:26
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DjShadow:

 

hio77:

 

Linux:

 

A single stack billing platform is coming so watch this space (Yes it's taking time but 100's of millions is getting spent)

 

John

 

 

It's not April fools day john!

 

 

They brought ihug back in 2006 so taken them 12 years so far...

 

 

@DjShadow Correct I am well aware of this not sure why you are telling me what I know! The single stack project kicked off about 6 - 8 months before I left

 

If you want to know about spending $$$ then ask someone in the know at VodafoneNZ about Project SAM

 

John





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  Reply # 2098507 29-Sep-2018 13:40
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Hammerer:

JasonParis:

Thanks for the suggestion. Our customer care model moving forward is definitely something that we will be discussing as a team. Why do you think it would be helpful for us to have less people working offshore?


Earlier this year, I went to TDR after several months trying to get what I was promised. The overseas call centre staff were reluctant to do anything that would be perceived as negative against their bosses in NZ. I guess that probably relates to Asian honour cultures where you don't question a superior's decisions, and if you do the expectation is that they will not trust you anymore.


 


P.S. I should have added that the overseas staff are generally just as positive and helpful as New Zealand staff but they are more constrained in what they can do to solve service issues.



I think that is a fair observation. The NZ based crew do tend to be a little more confident to bend the guidelines to help customers, whereas the off shore teams stick to them. It’s something that we are discussing as guidelines only a guide to help the agent, but not stop them doing the right thing by our customers. It will take time - but we will get there.




Jason Paris


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  Reply # 2098508 29-Sep-2018 13:44
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biggal:

talking a about call centres


why does some plans ringing the call centre for help is free


and other plans there is a charge to talk to someone at a call centre ??


no other companies do this


if your internet is not working how can you chat to someone online ?


 



I wasn’t aware that we do this - I’ll take a look into it. The only thing I will say is that when we have created a brilliant digital process for customers via our app/web/kiosk for something that they used to call us for, and we have really taken the time to help our customers get used to the new way of doing things then I do think we should consider some way of encouraging customers to use it. Personally my approach would be to incentivise vrs penalise customers though!




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  Reply # 2098509 29-Sep-2018 13:45
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alasta:

Thanks Jason for taking the time to respond. You must be incredibly busy and we all know you can't single-handedly solve everyone's problems, but it's great to see you taking an interest in some examples of sub-standard customer outcomes so that you can better understand the root causes.



No problems at all - love getting all of this feedback. It’s really helpful to understand where the opportunities are for us.




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  Reply # 2098510 29-Sep-2018 13:48
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thecatsgoolies:

I recently got told about the $69 plan. was 240GB and a bonus 60GB for a limited time (not sure how long that is as it doesn't state) This was all on an open term. I have been out of contract now for approx 2 years. Yesterday I got an invitation to go onto a 24 month term for $49 per month which will give me the same package. I'm really tempted but not sure I want to lock in!


I've had so many issues before with the Modem and the last time I contacted them about it I got bandied from pillar to post and it really put me off. The other day I called them regarding my billing. Was told I now have two accounts much to my confusion. One on the old Clarify system and one in TP2. I'm not sure whether they were going to do anything about it, I'm hoping the CSR took care of it. He was confused as to why a new account had been created for me.


 



Hi there - feel free to drop me an email (Jason.paris@vodafone.com) and I’m more than happy to ensure that we have this all sorted for you. Also sorry that we discussed Clarify and TP2 with you - that’s out tech speak - and not helpful when you just want some help!

Jason




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  Reply # 2098511 29-Sep-2018 13:51
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NickMack:

JasonParis:


Hi Lias,

We definitely want you back! I’m the incoming CEO at Vodafone and you can think of me as your personal account manager from here on in....please email me with some of your details and I’ll get the team onto sorting this asap for you.

Cheers

JP



Hi Jason,


Very cool to see you posting and replying here - Great stuff!


If you'd like to meet some customers and get some more feedback - Geekzone is hosting an event in Christchurch on Saturday the 3rd of November (https://www.geekzone.co.nz/forums.asp?forumid=48&topicid=240530), come along! I'm sure @freitasm will happily accept more sponsorship to support this great community.


Nick.



Cheers for the invite Nick. I’m already committed unfortunately but I’m doing a 10 day tour of the lower/middle South Island from next week - ending in CHCH so will spend lots of time with our customers and the team.

JP




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  Reply # 2098512 29-Sep-2018 13:54
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Linux:

gregmcc:


Linux:


A single stack billing platform is coming so watch this space (Yes it's taking time but 100's of millions is getting spent)


John



That has got to be the understatement of the century, over 10 years ago when VF brought ihug the promise was made to combine the 2 billing platforms......



Correct that was advised but when I left in April 2017 things were well under way on the single stack so I am sure in the next 12 months things will come together, I know people working on the project now


John



Sure is John - the team are working hard to deliver the first phase mid October.




Jason Paris


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