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wlf



10 posts

Wannabe Geek


  Reply # 154287 5-Aug-2008 12:56
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Thanks Paul, I have been contacted by VF and the CSR I spoke to seemed to understand the problem, very helpful, hopefully its the end of this matter!

675 posts

Ultimate Geek

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  Reply # 154289 5-Aug-2008 12:58

Gamefreaks: They should be able to fill out a form which goes to the billing team


So issues escalated to the billing department by CSR's have no reference number to track the progress of the issue/escalation?

 
 
 
 


970 posts

Ultimate Geek

Trusted
Vodafone

  Reply # 154290 5-Aug-2008 13:01

wlf: Thanks Paul, I have been contacted by VF and the CSR I spoke to seemed to understand the problem, very helpful, hopefully its the end of this matter!


Glad to hear it. Let me know if anything else odd happens...

Cheers

Paul




Paul Brislen
Head of Corporate Communications
Vodafone

http://forum.vodafone.co.nz


17 posts

Geek


  Reply # 154300 5-Aug-2008 13:31
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cranz:
Gamefreaks: They should be able to fill out a form which goes to the billing team




So issues escalated to the billing department by CSR's have no reference number to track the progress of the issue/escalation?



A copy of the form should be left in the notes on your account. If not, bad csr!

131 posts

Master Geek


  Reply # 154362 5-Aug-2008 16:08
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PaulBrislen: And now you've changed your original posting which said to contact the TDR the next day.

That's not acceptable, Mauricio. You know better than this.

Nobody here is trying to hide the TDR process from the customers and your allegation is well off beam. Far from it - as has been pointed out elsewhere, we helped WRITE the TDR process and are involved in it at all levels.

Telling customers that the first thing they should do if they can't get through to the call centre is to contact the TDR is just plain wrong.

 

Rather than attacking poor Mauricio, how about improving the customer support that people get when they phone 777. Especially for the poor prepay customers who have to pay $1 to phone it. That is the main reason people are complaining.

You don't hear anybody critising the TSB bank, who provide local based knowledgable support with a smile, and you can get everything sorted in a single phone call.

What annoys me is having to repeat the same issue again and again each time you phone 777, as they don't appear to keep any record of the issue. Then if they tell you to visit a store, you then have to repeat it to them too.


12 posts

Geek


  Reply # 155092 8-Aug-2008 00:39
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I have come to expect extreemly poor service from the 777 staff. It's not generally from a lack of them wanting to help, but there just seems to be so much going on they can't keep up and there seems to be a lack of any product knowledge.

Our Account manager taught me a mechanism to make the 777 staff do my bidding and it's worked every time I have tried it (I have skipped it a couple of times and regretted it almost every time I did). He also told me they are supposed to advise us of this every time we call [Place Tui Ad Here].

When you call for anything ask for an incident number, if you have to call back quote the incident number so you don't go back to square 1 every time (and end up in an endless loop of pain).
 
Depending on the complexity of the issue I give them a couple of goes to follow their process and then escallate and quote the incident number. So far it's worked every time, well I have had to escallate twice but they where pretty complicated issues and I would be surprised if the Vodafone CSR's where skilled enough to have the skills required to sort them out.

I just wish they had a team for the million stupid enquiries they get and another for the difficult ones I have or here's an idea, have an option in their IVR that says "If your calling back about an issue that is still unresolved and have an incident number press 9 to get extra love*" That would educate the people calling to get a reference number and give Vodafone a mechanism to put out any fires before they get too big. They could even route those calls to more experienced staff!!!

Sorry, that would make sense. What was I thinking!

BB



355 posts

Ultimate Geek


  Reply # 155161 8-Aug-2008 11:09
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That's actually a very good suggestion. I believe Telecom routinely quotes a reference number whenever a caller has an issue, it would be a great idea for Vodafone to do the same.

460 posts

Ultimate Geek
Inactive user


  Reply # 155236 8-Aug-2008 15:59
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Yea..I also had problems with the bill.

 

It said online Im in palmerston north,bigalow,australia...??I was like huh?

 

When I call up they said my address in NZ?

 

It took me about a year to sort it out.haha..

 

I tried changing the address online but they wouldnt accept my address.I can't quite rememeber what it was I think I was trying to fill out my suburb which I wrote city and it wouldn't accept it


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