VodafoneNZ customer service has stooped to a new low

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Linux

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#243062 25-Nov-2018 17:56

@JasonParis and sorry to vent this online

My Dad that is deaf recently got a letter sent to him from Vodafone with a new SIM card attached advising he has to start using this new SIM card by March 2019 so I offered to call Vodafone on his behalf and request the SIM swap (He has a dumb phone and does not use the My Vodafone App)

So I called 777 and got thru to customer service straight away (very good) and I quoted the 4 digit PIN on my Dads Vodafone Account and I advised the staff member my father is deaf and he will not be able to hear you on the phone and that is why you are speaking to his son. The staff member refused to take this on board and did not want to help me, So I passed Dad the phone and he just said to the lady on the end of the phone I can't hear you but yes you are speaking to my son John so please speak to him and he passed the phone back to me,

The lady I was speaking to then refused to action the SIM swap! I said it's not that difficult click on SIM swap in Siebel then type the new SIM number into the SIM field in Siebel then click ' Allocate ' and then click ' Sumit Order ' but the staff member said no she is not allowed to action a SIM swaps and I asked again but ' NO ' was the answer

My Dad has being a Vodafone mobile customer since the late 1990's and Vodafone homeline / broadband customer since iHug days and I explained to him the Staff member would not action the SIM swap over the phone! So Dad said a few words I can't repeat online

I am now giving my Dad other options for mobile service and the homeline and broadband is going to follow

John

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#2133881 25-Nov-2018 17:59

@linux
I'm sorry about that, send me the details and I'll get fixed, if not too late.
m

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#2133885 25-Nov-2018 18:06

Thanks Mike I suggest someone speaks to the staff member I will DM you my Dads mobile number

John

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#2133886 25-Nov-2018 18:07

@Linux
I hear you and will follow through.
Apologies to your dad.
m

idle

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#2133941 25-Nov-2018 20:01

That is one of the most awful and sad stories I have ever heard re Vodafone! How could they do that?

hio77

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#2133970 25-Nov-2018 21:06

Is it possible the agent legimeantly couldn't action sim swaps?

With the amount of dodgy attempts around simswaps, it would not surprise me if VF have moved to a only instore practice.

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Linux

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#2134008 25-Nov-2018 21:11

SIM swaps can still be actioned in Siebel by front line staff the policy is to try and push customers to self service via the My Vodafone App

John

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#2134011 25-Nov-2018 21:14

Linux: SIM swaps can still be actioned in Siebel by front line staff the policy is to try and push customers to self service via the My Vodafone App

John

What i'm more asking is if potentially a recent change happened past your time?

Take for example spark, sim swaps are only through stores now.

While it's a rather sucky User experience, Having a simswap done and 2FA code swiped is far worse of an experience...

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#2134014 25-Nov-2018 21:21

When I explained to the staff member how to action the sim swap using Siebel she advised she is aware how to do this via Siebel

John

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#2134048 25-Nov-2018 22:33

This action does not surprise me in the least their actions to long term customers is a disgrace,they seem only interested in new customers,I'm glad I have changed my ISP to NOW,Vodafone were only interested in me when I rung to cancel the monthly bill.

JasonParis

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#2134062 26-Nov-2018 03:01

Linux:
@JasonParis and sorry to vent this online

My Dad that is deaf recently got a letter sent to him from Vodafone with a new SIM card attached advising he has to start using this new SIM card by March 2019 so I offered to call Vodafone on his behalf and request the SIM swap (He has a dumb phone and does not use the My Vodafone App)

So I called 777 and got thru to customer service straight away (very good) and I quoted the 4 digit PIN on my Dads Vodafone Account and I advised the staff member my father is deaf and he will not be able to hear you on the phone and that is why you are speaking to his son. The staff member refused to take this on board and did not want to help me, So I passed Dad the phone and he just said to the lady on the end of the phone I can't hear you but yes you are speaking to my son John so please speak to him and he passed the phone back to me,

The lady I was speaking to then refused to action the SIM swap! I said it's not that difficult click on SIM swap in Siebel then type the new SIM number into the SIM field in Siebel then click ' Allocate ' and then click ' Sumit Order ' but the staff member said no she is not allowed to action a SIM swaps and I asked again but ' NO ' was the answer

My Dad has being a Vodafone mobile customer since the late 1990's and Vodafone homeline / broadband customer since iHug days and I explained to him the Staff member would not action the SIM swap over the phone! So Dad said a few words I can't repeat online

I am now giving my Dad other options for mobile service and the homeline and broadband is going to follow

John

Hi John,

I don’t blame you after what we have put you through. The service that you have experienced is the opposite of what we set for ourselves - so I’m really surprised by the action of our team here. It looks like the team are onto getting this sorted for you, and you can be assured that I will follow this up too. Email me at jason.paris@vodafone.com if I can be of any help. I’ve just arrived in the UK for work - so if there is a delay from me, it’s just due to time zones. Jason

Jason Paris

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#2134063 26-Nov-2018 03:04

Malboo:
This action does not surprise me in the least their actions to long term customers is a disgrace,they seem only interested in new customers,I'm glad I have changed my ISP to NOW,Vodafone were only interested in me when I rung to cancel the monthly bill.

I’m hoping that this type of experience will be a big surprise in the future Malboo. As we have discussed before, clearly there is a lot of opportunity for us at Vodafone - but I am super impressed with the teams’ passion for our customers. I genuinely think that the experience that you and others have experienced to date are due to outdated policies and processes that need reviewed and changed. In the meantime we are asking our front lines to disregard the guidelines when they don’t make sense - and just do the right thing for our customers. It will take some time - but we will be back to our best soon. Jason

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freitasm

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#2134119 26-Nov-2018 08:13

To be fair, the person on the other side of the phone has no way to confirm what you are saying. In situations like this a phone is obviously not the easiest way to do things. It would be better (if possible) to visit a store.

Security concerns are real - it's too easy to get a SIM swap and get notifications from 2FA codes and access bank accounts for example.

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#2134150 26-Nov-2018 08:57

freitasm: To be fair, the person on the other side of the phone has no way to confirm what you are saying

...

freitasm: Security concerns are real

Whilst I agree...

Linux: I quoted the 4 digit PIN

Surely that's why Vodafone have personal identification numbers on accounts - to identify and validate the person ringing up regarding the account...

freitasm

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#2134151 26-Nov-2018 08:58

jamesrt:

freitasm: To be fair, the person on the other side of the phone has no way to confirm what you are saying

...

freitasm: Security concerns are real

Whilst I agree...

Linux: I quoted the 4 digit PIN

Surely that's why Vodafone have personal identification numbers on accounts - to identify and validate the person ringing up regarding the account...

I would say PIN aren't secure enough anymore. A bit of social engineering and that's gone...

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#2134155 26-Nov-2018 09:09

This is why you can have delegated authorities on accounts. I'm an authority on my wife's account and vice versa, and I'm an authority on my mum's account too. We set it all up after my dad died and we had a majorly stressful rigmarole to change account owners and even get into some accounts.

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