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615 posts

Ultimate Geek
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Vodafone NZ

  Reply # 2123925 12-Nov-2018 09:29
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I'm sorry if this has been the case in the past but can assure you if won't be in the future.

Channel Manager, Help & Support @ Vodafone NZ


1477 posts

Uber Geek
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  Reply # 2123953 12-Nov-2018 10:23
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And I've been a cable customer for the last four years and in my case every dealing I have had with vodafone I have been satisfied with the outcome including the  retention's department.


Long may it continue and I note now they have a new CEO. Quite happy to sit on Docsis 3.1 even after my street is fibre enabled here in Stokes Valley.




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  Reply # 2124157 12-Nov-2018 14:12
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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.

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 # 2124159 12-Nov-2018 14:19
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The whole idea behind a Retention team is to try and prevent on account customers from going prepay or disconnecting or porting out. So you would like to think that if the OP did speak to a retention agent that agent should have made an attempt to retain the customer by asking questions and offering a potential save offer..

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