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Topic # 242692 9-Nov-2018 16:22
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Well how to feel like a valued customer Vodafone.!Tenure of well over eighteen or so years and putting two numbers onto prepay. I spoke with Noami today from the 777 team who had to put me through to retention to discuss. Well that didn't happen. I was on hold for ten minutes while she came back to me to say they were putting it onto prepay and that was that, No discussion on why one number was ported over to 2degrees last night and what was I going to be doing with the other number or for that matter on whether the prepay number would be activated, when it would happen etc, just told to give it ten minutes. Not even told what I had to do with it afterwards.

 

The mobile retention team really do need to up the anti when customers are looking to put a very long standing on a/c number onto prepay and to look into what and why this is happening. Very disappointed in the lack of care from the retention team @JasonParis. I really don't feel a valued customer any longer and as soon as my own number is out of the IFP I too will be taking my number elsewhere. End of an era for me.


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Geek
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Vodafone NZ

  Reply # 2122867 9-Nov-2018 16:31
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Oh no! What a nightmare for you. Don’t give up on us just yet ( I’ve only been in the new job a few days) and I can assure you that the team will be mortified that we haven’t sorted this for you. If you are still up for it drop me your mobile number at Jason.paris@vodafone.com and I can sort this out. Jason




Jason Paris


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Vodafone NZ

  Reply # 2122888 9-Nov-2018 17:05
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Howdy stranger @thecatsgoolies

 

Can always message me you know. Will give you a buzz shortly.


 
 
 
 




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  Reply # 2122893 9-Nov-2018 17:33
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kumars:

 

Howdy stranger @thecatsgoolies

 

Can always message me you know. Will give you a buzz shortly.

 

 

And buzzed me you did lol! Hello to you stranger :-)


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  Reply # 2122907 9-Nov-2018 18:27
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kumars:

 

Howdy stranger @thecatsgoolies

 

Can always message me you know. Will give you a buzz shortly.

 

 

Hey kumars - if you're Vodafone affiliated, it might pay to talk to one of the mods about proving that and getting it added to your profile, just to save potential confusion.


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  Reply # 2122953 9-Nov-2018 20:27
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Where are the retention team based, just out of interest?


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  Reply # 2122985 9-Nov-2018 20:47
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Same Spark. No retention at all

Linux Systems Admin
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  Reply # 2122987 9-Nov-2018 20:53
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Vodafone totally suck in the customer service department but 2degrees are no better.


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  Reply # 2123000 9-Nov-2018 21:20
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to be fair, they have to put their staff where the money is, and the money isn't in personal mobile plans or personal anything. I'm guessing the money is in corporate related stuff?





Swype on iOS is detrimental to accurate typing. Apologies in advance.


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  Reply # 2123019 9-Nov-2018 21:50
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I have (had) broadband with them and spent almost an hour on the phone with them today. They add $20 charges here and there whenever they fancy. I sign up for 12 months for a monthly discount but am told today the discount replaced another discount so no saving. I'm then told I haven't signed up for another 12 months despite subsequently receiving Neon free for 12 months.The incompetence is incredible.

 

Goodbye Vodafone I'm moving to Slingshot for a 30% saving.  


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  Reply # 2123110 10-Nov-2018 08:39
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quickymart:

 

Where are the retention team based, just out of interest?

 

 

 

 

AFAIK Auckland. 


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  Reply # 2123688 11-Nov-2018 19:53
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Andib:

 

quickymart:

 

Where are the retention team based, just out of interest?

 

 

 

 

AFAIK Auckland. 

 

 

And Chch. Brother works in Retentions in their Chch CBD building.


IcI

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  Reply # 2123792 12-Nov-2018 01:01
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@thecatsgoolies: ... I really don't feel a valued customer any longer ...

 

You might be interested in this podcast episode from NPR's The Indicator from Planet Money.

 

Quoting from the transcript:
VANEK SMITH: (Laughter) Except they don't. We came across this great article recently in The Wall Street Journal about something called a Customer Lifetime Value score. And this is a score that companies give to customers basically sizing us all up economically. And it can determine how they treat us. ...

 

GARCIA: And I'm Cardiff Garcia. Today on the show, the Customer Value Number - what it is, how it is calculated and how that score affects your experience as a customer.

 

VANEK SMITH: Khadeeja Safdar is a reporter for The Wall Street Journal. She covers retail. And she's been looking into how retailers use big data for a long time, and she just kept coming across these numbers, these scores the companies were assigning to customers.

 

KHADEEJA SAFDAR: This one was just so pervasive. And I came to the conclusion that basically everyone with a bank account, cellphone or an online shopping habit has had at least one CLV.

 

VANEK SMITH: CLV, a Customer Lifetime Value score.

 

SAFDAR: So a CLV score is a company's assessment of your financial worth to them over time. So the company determines what they think you're going to spend in the future, and then they treat you according to that.

 

Edit: Formatting


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  Reply # 2123793 12-Nov-2018 01:48
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thecatsgoolies:

 

Well how to feel like a valued customer Vodafone.!Tenure of well over eighteen or so years and putting two numbers onto prepay. I spoke with Noami today from the 777 team who had to put me through to retention to discuss. Well that didn't happen. I was on hold for ten minutes while she came back to me to say they were putting it onto prepay and that was that, No discussion on why one number was ported over to 2degrees last night and what was I going to be doing with the other number or for that matter on whether the prepay number would be activated, when it would happen etc, just told to give it ten minutes. Not even told what I had to do with it afterwards.

 

The mobile retention team really do need to up the anti when customers are looking to put a very long standing on a/c number onto prepay and to look into what and why this is happening. Very disappointed in the lack of care from the retention team @JasonParis. I really don't feel a valued customer any longer and as soon as my own number is out of the IFP I too will be taking my number elsewhere. End of an era for me.

 

 

I'm not sure what the issue was - you asked to get put on prepay and got put on prepay? Isn't that what you asked for?


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  Reply # 2123796 12-Nov-2018 06:29
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Handle9:

thecatsgoolies:


Well how to feel like a valued customer Vodafone.!Tenure of well over eighteen or so years and putting two numbers onto prepay. I spoke with Noami today from the 777 team who had to put me through to retention to discuss. Well that didn't happen. I was on hold for ten minutes while she came back to me to say they were putting it onto prepay and that was that, No discussion on why one number was ported over to 2degrees last night and what was I going to be doing with the other number or for that matter on whether the prepay number would be activated, when it would happen etc, just told to give it ten minutes. Not even told what I had to do with it afterwards.


The mobile retention team really do need to up the anti when customers are looking to put a very long standing on a/c number onto prepay and to look into what and why this is happening. Very disappointed in the lack of care from the retention team @JasonParis. I really don't feel a valued customer any longer and as soon as my own number is out of the IFP I too will be taking my number elsewhere. End of an era for me.



I'm not sure what the issue was - you asked to get put on prepay and got put on prepay? Isn't that what you asked for?



Yeah I would like to know what is really going on here. If they're unable to offer what you want, that doesn't mean they have a bad service..





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  Reply # 2123839 12-Nov-2018 08:20
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I have to say, a year or two ago, I left VF for 2dgrees...just like OP - the retention team were completely disinterested.

 

My number had been with them since shortly after migrating from Bell South and I'd been loyal...but they couldn't have cared less. One friendly soul even wished me good luck with the new provider (without offering a reason to stay with VF) - his voice dripping with arrogant sarcasm.

 

 

 

Personal customers aren't where they make their money, so they don't much care. Wasn't always like this, but that's the harsh reality of the present.

 

 

 

 





Handsome Dan Has Spoken.

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