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Topic # 242475 30-Oct-2018 09:43
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Received my monthly bill today and noticed an error.

 

Sent email to Customer Services, and within 40 minutes got a telephone call from Sales Team Rep.

 

Rep understood my concern immediately and set about remedying situation … small time on-hold then Rep confirmed all had been corrected.

 

Two minutes later received an email outlining the matter and how it was fixed.

 

Can't ask for better than that, eh? smile


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  Reply # 2116716 30-Oct-2018 12:00
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Wow 40 minutes that is amazing

John




Ex JohnR VodafoneNZ 17 years 4 days

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  Reply # 2116718 30-Oct-2018 12:05
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Linux: Wow 40 minutes that is amazing

 

I call totally fake. When I had a billing issue it took a week, 17 different CSR's and a combined 6hrs of hold time to get it resolved.

 

It is good to see they're working on this. Hopefully it stays!





 
 
 
 


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  Reply # 2116726 30-Oct-2018 12:17
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Call me a cynic, but I would wait to see your next invoice to make sure it's actually correct before getting too excited. Seen too many stories on here of people being told "it's sorted" on the phone but the invoice is wrong for months and months.



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  Reply # 2116728 30-Oct-2018 12:20
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     >I call totally fake.<

 

I swear by all that's cyber-holy it's true …. my complaint email timed at 8:28am, email from Rep confirming all done timed at 9:28am wink

 

 


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  Reply # 2117579 31-Oct-2018 20:59
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Have found their customer service way below par

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  Reply # 2117580 31-Oct-2018 20:59
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Have found their customer service way below par

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  Reply # 2117589 31-Oct-2018 21:22
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panther2: Have found their customer service way below par


Change of guard happens today

John




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  Reply # 2117598 31-Oct-2018 21:31
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Sorry but I for one don't buy into any notion of VF's culture magically improving immediately just because a new CEO is in. For a long time, VF staff have felt zero qualms when it comes to engaging in outright misinformation (most ordinary people call this lying - classic example being the call centre wait time debacles over the last few years where their social media staff constantly denied there being long queues and so on despite people sitting on the phone and waiting), failing to honour basic promises such as making call backs, and basically doing diddly squat about frequently repeating issues such as billing errors. Until I see sustained changes, I'll always associate VF with providing a generally excellent connection that works 99.99% of the time and then worse service than your average loan shark when I have to make contact with them.


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  Reply # 2117603 31-Oct-2018 21:39
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Over the last 2 to 3 months when I have had to call service has been great and calls answered fast and things actually actioned

John




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  Reply # 2117615 31-Oct-2018 22:01
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That's good to hear John, now if they could do that for every call that would be awesome, IMO.

 

I do recall hearing a rumour last year they were looking at onshoring their call centre again. I think that would definitely be a step in the right direction at turning things around.


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  Reply # 2117729 1-Nov-2018 10:28
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We're working towards that!




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  Reply # 2117993 1-Nov-2018 17:27
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On-shoring, you mean? About time :)

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  Reply # 2118055 1-Nov-2018 19:37
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Focusing on fixing the processes and generally making things easier.




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  Reply # 2118056 1-Nov-2018 19:39
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MikeHales: Focusing on fixing the processes and generally making things easier.

 

I really really hope you guys succeed in this, broken processes and poor service is what made me leave Vodafone.


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  Reply # 2118061 1-Nov-2018 20:02
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After they had the audacity to charge $5/month for inactive accounts still in credit I will never use them again. Even if they're the cheapest, have the best speeds, only telco that supports esims etc etc.

 

 


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