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BDFL - Memuneh
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Reply # 155655 10-Aug-2008 18:37
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alvstar2001: what ever happen to "first call resolution"

well u cant really blame the reps. the ones to blame is management
obv management are not picking up on mistakes and improving the level of service?
for a corporate such as vodafone, or even telecom, youlld think these problems could be dealt with first time or least follow through (ownership)

anyways, i feel how frustrated you can be mickmock
hope everything will be sorted

i say , customer service will win the customer at the end otherwise, seek what you deserve.


Well said. When I said pretty much the same but in more words I just got their wrath.




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  Reply # 155659 10-Aug-2008 18:54

Actually, Mauricio, I complained to you not about the post refering to Vodafone's service levels, but because you posted something that was inaccurate, refused to accept that it was inaccurate but then changed the original post without acknowledging your mistake.

My disagreement with you was all about your integrity and nothing at all to do with whether or not customer service was acceptable to the poster.

Please stop trying to confuse the issue.




Paul Brislen
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Vodafone

http://forum.vodafone.co.nz


 
 
 
 




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  Reply # 155662 10-Aug-2008 19:15
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Flaming aside, Vodafone has apparently fixed the problem. I thank Paul Brislen for his time and i know it isnt the service reps fault, I have been in similar situations where the company puts you in a position where you should have the power to do something but they just don't give you the authority and it is extremely annoying. Some management you may find never really know what they are actually doing, especially the ones with no formal management training or education. For someone studying in the management field I can't actually believe the ideas some managers have, especially the ones that implement so much control over their employees that their function in the organisation is made redundant, as I feel the case is with the Vodafone help line reps.

I am not going to write into Vodafone, the issue has been sorted and me complaining to them further just to get money out of them, to me, seems a little counter productive. However if I am still billed for the $160 at the end of this month (as the charges still show on my end), I will make a written complaint.

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  Reply # 155669 10-Aug-2008 19:25
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mickmok: Flaming aside, Vodafone has apparently fixed the problem. I thank Paul Brislen for his time and i know it isnt the service reps fault,

I am not going to write into Vodafone, the issue has been sorted and me complaining to them further just to get money out of them, to me, seems a little counter productive. However if I am still billed for the $160 at the end of this month (as the charges still show on my end), I will make a written complaint.

 

Paul Brislen is doing a excellent job, it's a hard job to front up here and carry the flag, but full respect for the man. 

 

As for writing in, I only suggested it as you were still complaining about not getting a credit for all the time you wasted to get this sorted out... 

 

As for management being removed from reality, welcome to my world :-) So many dilbert articles feel like conversations at my work :)





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BDFL - Memuneh
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Reply # 155671 10-Aug-2008 19:33
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PaulBrislen: Actually, Mauricio, I complained to you not about the post refering to Vodafone's service levels, but because you posted something that was inaccurate, refused to accept that it was inaccurate but then changed the original post without acknowledging your mistake.

My disagreement with you was all about your integrity and nothing at all to do with whether or not customer service was acceptable to the poster.

Please stop trying to confuse the issue.


But the point of the blog post was about customer services (or failure to provide something that could be "first call solved") and at no point that was addressed by Vodafone. The blog post was completely different from the forum and the issue at hand was never commented on by Vodafone.

On this thread I am adding to alvstar2001 question "what ever happened to 'first call resolution'".





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Reply # 155672 10-Aug-2008 19:34
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exportgoldman: Paul Brislen is doing a excellent job, it's a hard job to front up here and carry the flag, but full respect for the man. 


Yes. he is. Have to be brave sometimes, so that is something to admire. As I wrote here, the problem is that only the bad stuff comes up - but I am sure there are some experiences around.






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  Reply # 155683 10-Aug-2008 19:56
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Yes. he is. Have to be brave sometimes, so that is something to admire. As I wrote here, the problem is that only the bad stuff comes up - but I am sure there are some experiences around.


Well that is what happens. People don't usually go through the trouble of posting to forums about how satisfied they have been with their plan over the past 2 years. Its only when people have a problem they can't get solved do they say anything. However I think it is worth noting that all the complaints on this forum etc. do show Vodafone in a bad light. And the fact that Paul B. a representative of Vodafone, is admitting and acknowledging there are problems is a nice change from some companies who will not admit they have been at fault or are having issues.

Earlier this week I was fuming at the service I was receiving, and while it is probably not the best thing that I had to google my problem and find this forum, at least Vodafone is trying to sort out the issues that end up that way.

I guess I am not the petty consumer who will just jump ship if anything goes wrong, this was probably the closest I have come (for a variety of reasons including the fact money has been tight lately), but I think that if you work with the people in the company you can usually get a good resolution. Being rude and insulting to customer service reps will not help you, although you feel you should be able to yell and scream at them and they should still do what you want, if you have worked in situations like that you might know that the person isnt going to want to do jack for you.

At the moment i am content with the resolution I got from Vodafone, I would have liked a credit, but it isnt that important. Like I said before if the charge that is still showing on my account is still there and on my bill next month I will be writing a complaint, but I won't get into some flame war with customer services:P

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