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Topic # 242455 29-Oct-2018 11:11
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I suspect I know the answer already, but is everyone's customer service experience with Vodafone absolutely terrible?   Every interaction I've had with them has been what I would describe as ranging between politely incompetent to politely disinterested.  Both times I attempted to add my families phone numbers added to my account it took an additional phone call to get it done, it took two attempts to migrate my wife's number over from Spark (and I didn't get any feedback on a failed attempt, it just didn't happen). And don't get me started on the Vodafone Prepay auto-topup which never once worked.

 

The latest was when I made the mistake of pre-ordering a new phone from them, and choosing to pay over 24 months.  I pre-ordered a week before the release date, and the order wasn't even sent to the credit review team until the day of release. They were fairly prompt in requesting evidence of income, reviewing it, and responding to say it was approved, but on calling today to query I was told by the store staff that they were "waiting for evidence of income" and they'd need to email the credit team.  I'm glad I'm not in dire need of a new phone!  I would have expected this whole process to be all done and dusted well ahead of time for the phone to have shipped last week.

 

Anyway - it's more of a rant than a question.  I'm just gobsmacked that 8/10 interactions with then have been completely bloody useless (the 2 positive ones were the staff that actually managed to action adding my families phone numbers to my account as sharers). It's clearly process issues, not individual staff, so how can a company get this so wrong?

 

 

 

 


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  Reply # 2116026 29-Oct-2018 12:20
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What you are describing is pretty much what I'd expected from Vodafone until my most recent experience, which was really good. Shame to see that they still obviously have some way to go.





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  Reply # 2116037 29-Oct-2018 12:31
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Hi Baplaski,

 

 

 

Sorry to read about the experience you’ve had. We recognise we're not always meeting service requirements by customers and have a number of initiatives to improve our processes.

 

 

 

Appreciate you’ve said you were just having a rant and we all need to sometimes, but it also sounds like you’d have some really useful feedback for us and we’d love a chance to talk to you in more detail.  If you’re keen, please send us an email to onlinecare@vodafone.com with your account details, OS number along with any other information you have and we’ll look into this for you.





Kind regards,

 

Hamish

 

Social Media @Vodafone 


 
 
 
 


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  Reply # 2116083 29-Oct-2018 12:40
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baplaski:

I suspect I know the answer already, but is everyone's customer service experience with Vodafone absolutely terrible?   Every interaction I've had with them has been what I would describe as ranging between politely incompetent to politely disinterested.  Both times I attempted to add my families phone numbers added to my account it took an additional phone call to get it done, it took two attempts to migrate my wife's number over from Spark (and I didn't get any feedback on a failed attempt, it just didn't happen). And don't get me started on the Vodafone Prepay auto-topup which never once worked.


The latest was when I made the mistake of pre-ordering a new phone from them, and choosing to pay over 24 months.  I pre-ordered a week before the release date, and the order wasn't even sent to the credit review team until the day of release. They were fairly prompt in requesting evidence of income, reviewing it, and responding to say it was approved, but on calling today to query I was told by the store staff that they were "waiting for evidence of income" and they'd need to email the credit team.  I'm glad I'm not in dire need of a new phone!  I would have expected this whole process to be all done and dusted well ahead of time for the phone to have shipped last week.


Anyway - it's more of a rant than a question.  I'm just gobsmacked that 8/10 interactions with then have been completely bloody useless (the 2 positive ones were the staff that actually managed to action adding my families phone numbers to my account as sharers). It's clearly process issues, not individual staff, so how can a company get this so wrong?


 


 



Hi there. Thanks for letting us know about the experience you have had to date. I’m so sorry - it’s certainly not the standard that we set for ourselves and can appreciate how frustrating his has been. The team are onto ensuring that we get things back on track - and I’ll stay across it too. Although our service levels are improving, we know that we have a lot of work to do, and can ensure you that all of the team here are focussed on getting back to best in class. My personal email if you want to follow up is Jason.paris@vodafone.com.

Cheers




Jason Paris


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  Reply # 2116119 29-Oct-2018 12:51
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At least they seem to be trying. I suppose it takes a long time to change course on a big ship.

 

 





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  Reply # 2116121 29-Oct-2018 12:52
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Vodafone Prepaid Auto topup has a list of known issues and will only trigger an auto topup under certain events we wanted to fix this about 24 months ago but the business was not really that interested

John




Ex JohnR VodafoneNZ 17 years 4 days



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  Reply # 2116300 29-Oct-2018 15:15
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HamishVF:

Hi Baplaski,


 


Sorry to read about the experience you’ve had. We recognise we're not always meeting service requirements by customers and have a number of initiatives to improve our processes.


 


Appreciate you’ve said you were just having a rant and we all need to sometimes, but it also sounds like you’d have some really useful feedback for us and we’d love a chance to talk to you in more detail.  If you’re keen, please send us an email to onlinecare@vodafone.com with your account details, OS number along with any other information you have and we’ll look into this for you.



Thanks. I’ve emailed the details through.



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  Reply # 2116326 29-Oct-2018 15:57
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JasonParis:

Hi there. Thanks for letting us know about the experience you have had to date. I’m so sorry - it’s certainly not the standard that we set for ourselves and can appreciate how frustrating his has been. The team are onto ensuring that we get things back on track - and I’ll stay across it too. Although our service levels are improving, we know that we have a lot of work to do, and can ensure you that all of the team here are focussed on getting back to best in class. My personal email if you want to follow up is Jason.paris@vodafone.com.

Cheers

 

Thanks for the offer Jason.  I will detail the experiences at some point in the next day or so and email it to you in the hope it might be useful (with any luck at that point it'll just be information and not a request for escalation).  

 

 

 

 


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  Reply # 2116332 29-Oct-2018 16:02
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Unfortunately that doesn't surprise me a lot, although I will say I've had to deal with the Vodafone business helpdesk for two separate issues recently, one which required a few calls back (not Vodafone's fault that the multiple calls were required) and each time the phone was answered quickly, and the techs were friendly, knowledgeable and helpful. 

 

I know that is the business helpdesk, but still the experience was 100% better than the last time I had to contact them, I used to dread it.

 

 

 

It's awesome that there is a good presence from Vodafone here, and even Jason Paris! And what looks like genuine concern and a real desire to improve things so hopefully it's doable! 

 

 


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  Reply # 2116376 29-Oct-2018 16:23
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wratterus:

 

Unfortunately that doesn't surprise me a lot, although I will say I've had to deal with the Vodafone business helpdesk for two separate issues recently, one which required a few calls back (not Vodafone's fault that the multiple calls were required) and each time the phone was answered quickly, and the techs were friendly, knowledgeable and helpful. 

 

I know that is the business helpdesk, but still the experience was 100% better than the last time I had to contact them, I used to dread it.

 

 

 

It's awesome that there is a good presence from Vodafone here, and even Jason Paris! And what looks like genuine concern and a real desire to improve things so hopefully it's doable! 

 

 

 

 

Their Select team is pretty good too - always answer quickly and usually just have to deal with one person. I always get callbacks with updates from them too.


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  Reply # 2116383 29-Oct-2018 16:37
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I left Vodafone years ago because of routing (terrible), DR (cable network outages during power cuts), and service. Good to see they're trying to improve though.

 

I tried to contact Vodafone with a query recently via their website but got an error so I gave up. For some reason my corporate plan comes up as "pay as you go" on the app, so I have no idea how much data and such I've used, so I just use however much I want.





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  Reply # 2116393 29-Oct-2018 16:53
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Select has a specific SLA that means the call is answered and dealt with quickly.



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  Reply # 2120200 5-Nov-2018 13:13
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So - fair's fair.   The complaints resolution person at Vodafone looked into my issues, saw where at least one of them had gone wrong (my online order had gone awry for a few days), and kept me up to date with what was happening with my order (at this point, it had progressed to shipping status by itself, but I appreciate the communication).  

 

I also raised concerns that my plan appeared to be changed to a more expensive one, and found out that the sales team had automatically changed me to a better plan that worked out to the same cost (so - kudos for that).   

 

Thanks to Jason and Hamish for reaching out. I can only hope that my details of my issues help in some way with some clearly broken processes.

 

 


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