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100 posts

Master Geek

Trusted
Vodafone NZ

  # 2118322 2-Nov-2018 10:02
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dryburn:

 

JREkiwi:

 

I hate being a me too in these threads, but had some interesting conversations as I was passed around a number of Vodafone reps the other day.

 

Been with Vodafone for 20 years and currently have 3 mobiles plus Broadband, Landline and Sky.

 

We have a modest discount on the mobile plan, but was looking to upgrade to more data but was interested in seeing if I could maintain that discount.

 

Was told that no, that wasn't possible but they'd be able to do me a great deal on the broadband plan instead.  Oops, no they couldn't, and in fact my broadband plan would be increasing because the free Sky Sport I currently have is going to disappear.  Way to put a damper on the conversation! They could reduce my bill back to it's current level by cutting services, but no way they could do anything else. When I said with the increased cost, I'd need to re-evaluate who I'd being using for a provider going forward all I got was "Oh, OK"

 

John

 

 

 

 

 

 

I had the exact same response, when told that the current market is way less than what they are offering.

 

"Oh, Ok" you gotta be kidding me, they need to work on customer retention

 

 

 

Now the only reason why everyone on here complains about Vodafone, is because we enjoy their services and want to continue to stay with them but if they can't keep customers happy by matching the current market offerings they will loose them

 

 

 

 

Bang on Dryburn - we need to ensure that we are market competitive in all of the areas that our customers care about. I'm pretty confident that we are already - but we need to clearly communicate that to our customers. It's one of our big focus areas. Appreciate your support. JP





Jason Paris


406 posts

Ultimate Geek


  # 2118324 2-Nov-2018 10:11
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20+ years with Vodafone too. Got a fun story from Vodafone tech support too, when I moved to a new plan and had a problem with VodafoneHub router, DHCP server problem, got a suggestion to use my IP address (external one, I have a static one) with my computer because the router works fine as they can see it online. I re-ask 4-5 times to understood what the support mean "to use my ip address with my computer". :))) when I told them its impossible and the ip address should be use with the router they told me "sorry we cant help you then". ;)

 
 
 
 


53 posts

Master Geek


  # 2120521 5-Nov-2018 20:10
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Hey what about this stupid idea Vodafone

 

If we can't see the old data base lets put on the Account Notice that all existing customers on the higher price bracket give us a ring "And We'll Have A Deal For You"  how hard could that have been

 

but no,old customers just kept getting charged the high rate 

 

And I know that when I go to cancel this week it's going to be a drama


100 posts

Master Geek

Trusted
Vodafone NZ

  # 2122526 9-Nov-2018 08:31
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Malboo:

 

Hey what about this stupid idea Vodafone

 

If we can't see the old data base lets put on the Account Notice that all existing customers on the higher price bracket give us a ring "And We'll Have A Deal For You"  how hard could that have been

 

but no,old customers just kept getting charged the high rate 

 

And I know that when I go to cancel this week it's going to be a drama

 

 

 

 

Exactly Malboo - I couldn't agree more. Our commitment from this point on is that all of our existing customers get access to the best deals that we have on offer. We need to be loyal to the NZer's that have been loyal to us. (for complete transparency the only area where this won't apply it one off joining offers, which everyone gets once when they join....it's impossible for us to afford to give every broadband customer three months free every year for example)

 

 

 

I don't want to see you leave us - but if your mind is made up, I'm happy to help make this as effortless as possible so we might be able to earn your business back one day. I'm sure that the team will be great, but let me know if I can help.

 

 

 

JP





Jason Paris


360 posts

Ultimate Geek


  # 2122558 9-Nov-2018 09:47
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Malboo:

 

And I know that when I go to cancel this week it's going to be a drama

 

 

 

 

There will be no drama when you call in to cancel, just make sure you know exactly what is available in the current market beforehand. After calling in they will put you through to the retention team and see if they can match what you can get elsewhere. If they can't don't waste your time hoping that they will match they won't.

 

 

 

oh and do consider the joining credit offers as this reduces your yearly broadband costs. As mentioned above they won't match that either.

 

 


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