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100 posts

Master Geek

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Vodafone NZ

  # 2098513 29-Sep-2018 13:56
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01EG:

With their helpdesk support they really wants me out and @Lias I'll think twice to coming back



We will be working hard on that one - will be great to see you back with us one day soon!




Jason Paris


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  # 2098565 29-Sep-2018 15:52
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I hope so.
As a question Jason have you ever tried calling Vodafone (anonymously) to see what the service is like? Maybe for something challenging, like a billing dispute? I wonder what the experience would be like.

 
 
 
 


100 posts

Master Geek

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Vodafone NZ

  # 2098566 29-Sep-2018 16:09
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quickymart: I hope so.
As a question Jason have you ever tried calling Vodafone (anonymously) to see what the service is like? Maybe for something challenging, like a billing dispute? I wonder what the experience would be like.

 

 

 

I decided that I wouldn't join the corporate plan and experience everything that our customers do across mobile and broadband. The experience so far has been pretty good - but there are a number of opportunities to improve as well that I am talking to the team about. So far on billing, aside from the partial month billing which is a bit confusing it has been all good and I haven't had to dispute anything. If you have anything that you would like me to look into (specifically or policy wise) then just let me know.





Jason Paris


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  # 2098580 29-Sep-2018 17:23
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Thanks for the response Jason :)

21288 posts

Uber Geek

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  # 2098582 29-Sep-2018 17:28
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As a 20+ year long customer of VF the three things that drive me insane dealing with VF are dealing with Digital Mobile who almost without an exception are hopeless (right through to and including upper management). Secondly, come new release of handsets, it's extremely frustrating that the likes of NL, HN, PBT, and other retailers can tell you what stock they have coming and when, but VF apparently has no idea and are "last in the supply chain" and that as a Corporate business customer I can't get a device on a plan with a rebate on release day, but if I want to sign up under a consumer plan, I can.. Crazy.

 

 


407 posts

Ultimate Geek


  # 2098583 29-Sep-2018 17:36
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JasonParis: We will be working hard on that one - will be great to see you back with us one day soon!

 

https://www.geekzone.co.nz/forums.asp?forumid=40&topicid=240806 Try it


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  # 2100950 3-Oct-2018 18:26
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My example my parents got offered a good deal just over a month ago which included national calling at no extra cost so took up the offer which included 300GB of data

This months bill arrives and all national calls are charged!

John

 
 
 
 


100 posts

Master Geek

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Vodafone NZ

  # 2100958 3-Oct-2018 18:31
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Linux: My example my parents got offered a good deal just over a month ago which included national calling at no extra cost so took up the offer which included 300GB of data

This months bill arrives and all national calls are charged!

John


That’s so frustrating!! Can you please send me through their details on my email and let me get this sorted for them? Jason.paris@vodafone.com

JP




Jason Paris


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  # 2100962 3-Oct-2018 18:37
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@JasonParis Thanks for the offer of help just got off the phone to the call centre and fingers crossed it's sorted

Phone call was answered straight away and staff friendly and helpful and apologised for the issue NPS of 10 for that call

John

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  # 2100966 3-Oct-2018 18:41
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Actually the phone call was so good the credit was done and new invoice arrived before I hung up the phone

John

100 posts

Master Geek

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Vodafone NZ

  # 2100975 3-Oct-2018 18:50
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Linux: Actually the phone call was so good the credit was done and new invoice arrived before I hung up the phone

John


Boom! Sorry that you had to call in the first place. Cheers for the update




Jason Paris


414 posts

Ultimate Geek

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  # 2101064 3-Oct-2018 21:23
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JasonParis:
01EG:

 

With their helpdesk support they really wants me out and @Lias I'll think twice to coming back

 



We will be working hard on that one - will be great to see you back with us one day soon!

 

 

 

After having my ISP subscription with Vodafone for many years, I was told about the 69 special for 240GB and 60GB free for an limited time (would actually be good to know how long limited means), I signed up on an open term. Last month I received in the mail an offer for the same package but at $49 per month (this is for my UFB). I had the offer sitting on my coffee table for around two weeks before really looking at it. I decided to go online and subscribe for 24 months, I've been with them so long now I decided what's another 24 months! It was actually refreshing to finally be acknowledged as a long term customer and to finally be rewarded for it. Mostly it's always new customers being offered specials and the long standing customers are ignored. So I am now much better off! Thanks Vodafone:-)


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  # 2114055 25-Oct-2018 20:44
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thecatsgoolies:

 

It was actually refreshing to finally be acknowledged as a long term customer and to finally be rewarded for it. Mostly it's always new customers being offered specials and the long standing customers are ignored. So I am now much better off! Thanks Vodafone:-)

 

 

I can say exactly the same after my last call to them. I have noticed an improvement in customer service every time that I have called in September and October.

 

I now have a "direct contact person" who was good to deal with on a billing issue. Furthermore she is taking responsibility to make sure that I am happy with technical service as well. So she asked me to email her once another issue is fully resolved.

 

Excerpt from the email she sent me:

 

Please accept my apologies for the issue encountered. This must be frustrating for you and certainly not something we set out to achieve for our customers. I can assure you I am committed to working towards a resolution for you.

 

As we have discussed, the account has been rectified for the wrong charges you got as the account has been provisioned with a missing discount particularly on the TV services. After the adjustments balance left is $61.70 that will be debited on your bank account on 25/10/18.

 

Again, I’m thankful in giving me the chance to sort the issue of the account . Please don’t hesitate to email me back for any billing query you may have as I will be your direct contact person from the billing for a STRESS FREE experience again with Vodafone.

 




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  # 2114094 25-Oct-2018 21:05
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Got to say that after Jason got someone to look into why I got left hanging in my original post, I was extremely happy with the service. The gentleman who resolved it didn't just give me good service, it was outstanding (and I made a point of giving that feedback back to Jason too!). 

 

I'm sure they will still stuff things up, but it certainly appears there is a real desire to fix things when that does happen which is a refreshing and pleasant change.

 

 





Information wants to be free. The Net interprets censorship as damage and routes around it.


53 posts

Master Geek


  # 2114144 25-Oct-2018 23:17
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Same here cold called about 3 weeks ago offered FibreX I accepted thought about it some more  then cancelled i am paying $112 a month  so was trying to get a lower monthly bill so have now decided to go with NOW ISP for $85 a month UFB with landline

 

After 15 years with Saturn Clear Telstra then Vodafone I thought they could  show some loyalty to me but they  have never offered me a deal except with FibreX so stuff them I'm changing I guess loyalty counts for nothing these days anyway its good to speak to Kiwi's on the phone when dealing with them they have run the  Fibre cable to my house already and the install is meant to happen on the 31st,so  roughly 4 weeks all up if the install happens on the 31st.

 

 

 

Vodafone must be signing up a lot of new customers to not worry about their existing long term customers.


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