On Account to Prepay hassle

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xpd

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#24868 5-Aug-2008 14:01

Im so close to giving up with Vodafone and going to Telecom.........

My previous employer supplied me with a phone and number which the company paid for... all good. I then left the company but wanted to take over the number as all my friends etc have it. Filled out the paperwork for a Partial number Transfer, took it to a Vodafone store... told them the story and that I also want to transfer the account to a prepay account once its under my name... I got told I couldnt do that, I would have to wait a month (and pay $40 for the monthly access fee)...fine... they faxed it for me to the accounts dept and said Id have to wait 5 days for it to be confirmed. 2 weeks went by and no word from VF...so back to the store I go again.... go through it all again.... faxed, wait a few days.... week goes by with still no word from VF.
So I ring the support line... tell them the story - they wernt going to help me because the phone wasnt under my name and I had to know the PIN. After explaining thats my problem, i cant get the damn thing under my name, they advised I fax it to Vodafone myself.... so did that.

Another week goes by.... STILL no reponse.

I ring support again... no.. they dont know what Im on about, phone still under old boss'es company. They suggest I scan and email it......... so I did that.

Within 24hrs I had a text on my phone to say it had been completed. About fricking time. But no contact at all about what plan the phone is on or anything.

So back to support again.... the helpful girl there gave me the info I required... I then asked about switching to Prepay - she said I could do it whenever I wanted but to goto a store to do so.

So the wife goes to the local VF store today in Glenfield - They say no, has to be done via the 777 number.

I am now about to call 777.... if they say I have to wait a month before making the change or tell me to visit a store to do it, Im going to smash the phone and sim card into little pieces and send it to Vodafone with a bill for my lost time and gas.

XPD / Gavin

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#154319 5-Aug-2008 14:12

xpd: I am now about to call 777.... if they say I have to wait a month before making the change or tell me to visit a store to do it, Im going to smash the phone and sim card into little pieces and send it to Vodafone with a bill for my lost time and gas.

Don't smash the SIM card. You will need it when porting your number to Telecom...

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xpd

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#154326 5-Aug-2008 14:24

Hehe.... update...

Vodafone are idiots. Called 777... the guy asked for my PIN. I dont have one.
Said I want to change to Prepay. He said to goto a store. (Out comes the hammer).
I said Ive already done that, they told me to ring you.
He starts poking around with the account and asks a few questions... then puts me on hold. Comes back and says that I cant goto Prepay becuase the new owner (Me) has it registered as a company and companies arent meant to have Prepay accounts.
I started to lose it a bit...
But he was a nice guy and explained the quickest way for me to get onto Prepay. So... back to the store I have to go again, and get them to change the name to my personal name, then to Prepay.
Prepay HAS to be done at stores as there is paperwork to be signed. So here we go again.... Ill take bananas for the Glenfield store monkeys if they get it right this time.

XPD / Gavin

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#154351 5-Aug-2008 15:17

watch it freitasm, paul may tell you off again lol.

I remember the good old days when you could call vodafone and they would sort the problem out over the phone, now you go to a store they tell you to 777 you ring 777 and they tell you to goto a store, you tell the store what 777 said and the store says no 777 got it wrong, pays to get the store to ring there channel support to get it sorted, just alot of running around / passing the buck now.

robbypreb

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#154358 5-Aug-2008 15:52

xpd: Hehe.... update...

Vodafone are idiots. Called 777... the guy asked for my PIN. I dont have one.
Said I want to change to Prepay. He said to goto a store. (Out comes the hammer).
I said Ive already done that, they told me to ring you.
He starts poking around with the account and asks a few questions... then puts me on hold. Comes back and says that I cant goto Prepay becuase the new owner (Me) has it registered as a company and companies arent meant to have Prepay accounts.
I started to lose it a bit...
But he was a nice guy and explained the quickest way for me to get onto Prepay. So... back to the store I have to go again, and get them to change the name to my personal name, then to Prepay.
Prepay HAS to be done at stores as there is paperwork to be signed. So here we go again.... Ill take bananas for the Glenfield store monkeys if they get it right this time.

That is terrible service, but doesn't surprise me. I thought I was the only one who had had problems playing 'bounce' between thir 777 number Egyptian based helpdesk and their local stores. I think the main problem is the fact that there is no communication between the different departments, which are based in different countries. I sent an email compliant to Vodafone about 3 weeks ago to support@vodafone.co.nz, and never got a reply, whichis terrible service for a 'communications' company.

ckwilliams

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#154425 5-Aug-2008 19:04

I sent an email compliant to Vodafone about 3 weeks ago to support@vodafone.co.nz, and never got a reply, which is terrible service for a 'communications' company.

Can I please ask where you got the email address support@vodafone.co.nz from? I'm just curious, that's all. Is the issue to do with fixed line or wireless connection/s (service excluded).

robbypreb

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#154441 5-Aug-2008 19:50

ckwilliams:

I sent an email compliant to Vodafone about 3 weeks ago to support@vodafone.co.nz, and never got a reply, which is terrible service for a 'communications' company.

Can I please ask where you got the email address support@vodafone.co.nz from?? I'm just curious, that's all.?? Is the issue to do with fixed line or wireless connection/s (service excluded).?

I got it from one of the questionaire emails they sent out, which gives you an email address to email if you have problems. ?They obviously don't publish an email address on their website, which makes things very difficult for their customers to email them directly without trying to use their useless online form that doesn't always work. The email didn't bounce back, so it would have been received by someone, and they should have forwarded it to the right person. The issue was to do with their mobile services.

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ckwilliams

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#154443 5-Aug-2008 20:02

robbypreb:
ckwilliams:

I sent an email compliant to Vodafone about 3 weeks ago to support@vodafone.co.nz, and never got a reply, which is terrible service for a 'communications' company.

Can I please ask where you got the email address support@vodafone.co.nz from?? I'm just curious, that's all.?? Is the issue to do with fixed line or wireless connection/s (service excluded).?
I got it from one of the questionaire emails they sent out, which gives you an email address to email if you have problems. ?They obviously don't publish an email address on their website, which makes things very difficult for their customers to email them directly without trying to use their useless online form that doesn't always work. The email didn't bounce back, so it would have been received by someone, and they should have forwarded it to the right person. The issue was to do with their mobile services.
?

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pjv3

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#154456 5-Aug-2008 20:48

Prepay HAS to be done at stores as there is paperwork to be signed. So here we go again.... Ill take bananas for the Glenfield store monkeys if they get it right this time.

I just went through this recently. Changed from On Account -> Supa Prepay. A visit to the store said ring 777.

Took two calls to 777. First call said yes that is fine and I would be contacted within 48 hrs once the change was completed... 1 week later I rang back to point out it had not been done. This time I was transferred to the accounts dept (or something like that) - definitely sounded local, accent + line quality was much superior. Anyway, the transfer was done while I was on the phone, and I just had to give some reasons as to why I was changing over.

pjv3

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#154462 5-Aug-2008 21:02

robbypreb:
That is terrible service, but doesn't surprise me. I thought I was the only one who had had problems playing 'bounce' between thir 777 number Egyptian based helpdesk and their local stores. I think the main problem is the fact that there is no communication between the different departments, which are based in different countries. I sent an email compliant to Vodafone about 3 weeks ago to support@vodafone.co.nz, and never got a reply, whichis terrible service for a 'communications' company.

I read an article about 1st hand accounts of working in call centres. Some contracted call centres are paid per contact incident - not on a successful outcome. This breeds a culture of passing the buck and generally not helping at all. Sometimes the employee with the largest amount of calls answered within a shift would be paid a big bonus. To do this they would employ a range of tactics to increase their count, e.g forwarding calls, lying about if the request could be done over the phone, or if it was even supported/covered, accidently terminating the call, etc. Actually speaking to someone would be done in under 60 secs.

Now I'm not saying that Vodafone's call centres do that, but each time I ring any call center I wonder what I am going to get this time, and some of the above does seem a little fishy...

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#154466 5-Aug-2008 21:14

pjv3:
Prepay HAS to be done at stores as there is paperwork to be signed. So here we go again.... Ill take bananas for the Glenfield store monkeys if they get it right this time.
I just went through this recently. Changed from On Account -> Supa Prepay. A visit to the store said ring 777.
Took two calls to 777. First call said yes that is fine and I would be contacted within 48 hrs once the change was completed... 1 week later I rang back to point out it had not been done. This time I was transferred to the accounts dept (or something like that) - definitely sounded local, accent + line quality was much superior. Anyway, the transfer was done while I was on the phone, and I just had to give some reasons as to why I was changing over.

Well, this is truly Bizarre

I will weigh into the debate here and give my experience of porting from OA to Prepay:

- It was about 2 months ago, near the end of May

- 777 told me I had to go into a store

- However, they didn't tell me that it needed to be a kosher Vodafone store, and not a dealership

- At St. Lukes Mall, there are 3 Vodafone stores and the first 2 bounced me from one to the other, saying that they couldn't find the correct form.

- In the end, I found someone who knew what they were talking about, and he said I have to go to the other Vodafone store, which is actually owned by Vodafone. Talk about confusing

Anyway, when I finally got to the real Vodafone store, the woman there said NO, we don't need any form, we just do it right here, right now on-line and no questions were asked at all. She even let me nominate Motormouth Prepay as my chosen plan, although I realise that will no longer be an option since August 1.

There is a tremendous amount of mis-information circulating about this issue. When you find the right person, it is easy, it's just a damn shame that finding that person is so ridiculously difficult

robbypreb

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#154489 5-Aug-2008 22:28

grant_k:
pjv3:
Prepay HAS to be done at stores as there is paperwork to be signed. So here we go again.... Ill take bananas for the Glenfield store monkeys if they get it right this time.
I just went through this recently. Changed from On Account -> Supa Prepay. A visit to the store said ring 777.
Took two calls to 777. First call said yes that is fine and I would be contacted within 48 hrs once the change was completed... 1 week later I rang back to point out it had not been done. This time I was transferred to the accounts dept (or something like that) - definitely sounded local, accent + line quality was much superior. Anyway, the transfer was done while I was on the phone, and I just had to give some reasons as to why I was changing over.

Well, this is truly Bizarre

I will weigh into the debate here and give my experience of porting from OA to Prepay:

- It was about 2 months ago, near the end of May
- 777 told me I had to go into a store
- However, they didn't tell me that it needed to be a kosher Vodafone store, and not a dealership
- At St. Lukes Mall, there are 3 Vodafone stores and the first 2 bounced me from one to the other, saying that they couldn't find the correct form.
- In the end, I found someone who knew what they were talking about, and he said I have to go to the other Vodafone store, which is actually owned by Vodafone. Talk about confusing

Anyway, when I finally got to the real Vodafone store, the woman there said NO, we don't need any form, we just do it right here, right now on-line and no questions were asked at all. She even let me nominate Motormouth Prepay as my chosen plan, although I realise that will no longer be an option since August 1.

There is a tremendous amount of mis-information circulating about this issue. When you find the right person, it is easy, it's just a damn shame that finding that person is so ridiculously difficult

I had that same issue, with their helpdesk stating to go to your local vodafone store, only to be told that they were infact 'First Mobile' even though they were fully branded in Vodafone branding, and with no clear mention of being First mobile on the outside of their store. They said they couldn't help me, and I must go to a 'Vodafone Owned' store, where the closest one was in another city. When I then made a special trip to this vodafone owned store, I was told they couldn't help me, and it must be done on the phone by calling 777. The very least they can do is remove the vodafone branding, and perhaps just have a small vodafone sign, as it is very misleading and frustrating

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robbypreb

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#154491 5-Aug-2008 22:32

ckwilliams:
robbypreb:
ckwilliams:

I sent an email compliant to Vodafone about 3 weeks ago to support@vodafone.co.nz, and never got a reply, which is terrible service for a 'communications' company.

Can I please ask where you got the email address support@vodafone.co.nz from?? I'm just curious, that's all.?? Is the issue to do with fixed line or wireless connection/s (service excluded).?
I got it from one of the questionaire emails they sent out, which gives you an email address to email if you have problems. ?They obviously don't publish an email address on their website, which makes things very difficult for their customers to email them directly without trying to use their useless online form that doesn't always work. The email didn't bounce back, so it would have been received by someone, and they should have forwarded it to the right person. The issue was to do with their mobile services.
?

I may be of assistance. If you want PM me and I will either assist further, or point you in the right direction.

Thanks, the actual issue I wrote the complaint about, I managed to solve last week, so I don't really need any more assistance from vodafone. However I am guessing my compliant went into vodafones blackhole, as the problems I had had were never acknowledged by them, or any apology offered.

richms

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#154513 5-Aug-2008 23:42

Here is my experiance:

Went to telecom store, checked that the phone I was looking at was the cheapest. Guy took my number and sim card number down, filled in a few forms he printed, had me sign one of them, keep the other, programmed up the phone and said that it should be working on monday.

Next day, it was working. Shame that the cheap nokia has the call quality of a wet blanket.

I also asked when they would be able to port to a sim card, and the guy was perfectly honest and said that they didnt know.

Richard rich.ms

asbb1

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#154523 6-Aug-2008 06:04

I think that all the issues vodafone have are from it basically being run from another country. To which they most likely adpot their customer services practice, "Just confuse people so that we make more money". Thats most likely where the $1 CSR fee comes into.

I am a VODAF

NE customer - and i wish i wasn't

In my opinion if you have an issue, best thing to do is deal with it. haha. save the stress, prolong your life. Nobody wants to die from a multinational organisation.

xpd

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#154538 6-Aug-2008 08:37

asbb1:

In my opinion if you have an issue, best thing to do is deal with it. haha. save the stress, prolong your life. Nobody wants to die from a multinational organisation.

Umm no... Why stay with a company that makes you stress and deal with it and shorten your potential lifespan ? Its the reason Id leave to goto someone else.

Which I will be doing if the Glenfield store stuffs me around again...... theres a Telecom store just 100m away and their staff have always been helpful when Ive had to sort out Telecom issues....

XPD / Gavin

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