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# 250920 31-May-2019 16:47
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I tried messaging @MikeHales 3 weeks ago but it looks like he has been restructured out of existence. @shaunm hasn't been active for a month so my guess is he's toast too. I'm pretty sure @jasonparis has stopped responding on here after his initial hiss and a roar of declaring Vodafone cared (Tui ad!). I did see a new face has appeared with @NickR1 who may be able to help but I'd be keen for anyone from Vodafone to get in touch at this point, because hell even if you are just the toilet scrubber at Smales Farm you will probably be more useful than the callcenter/livechat people.

 

I've spent WAY too much time trying to deal the call center and live chat in the last few weeks, and am now staring down the barrel of a long weekend of unhappy people in our dwelling with no phone or TV services as despite my efforts to avoid it our house move is a disaster. At least we have data at the new place thou so that's something. Well done Vodafone, you managed to successfully move 1 out of 3 services..





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# 2249232 31-May-2019 16:49
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How can I help? Oh that's right I can't


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  # 2249233 31-May-2019 16:53
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I've been helping out where I can under a non-official name for a while now but thought I should get officially tagged after a colleague got banned for asking for details without verifying themselves first.

 

I'm happy to take a look if you'd like to PM me your details.


 
 
 
 


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  # 2249342 31-May-2019 20:02
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@NickR1 I’ll flick you some details shortly...

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  # 2249375 31-May-2019 21:51
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Here is a link to the exec team, I would start the the customer operations director.

 

 

 

https://www.vodafone.co.nz/our-company/ceo-executive-team/

 

 

 

 


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  # 2249377 31-May-2019 22:03
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Replied to your PM




Check out my LPFM Radio Station at www.thecheese.co.nz cool


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  # 2249417 1-Jun-2019 04:39
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I’d suggest taking your services elsewhere if at all possible, otherwise you will face a continued uphill battle.

The service id received from Vodafone after being with them for 20+ years was the worst I have ever experienced and what made things even more frustrating was the likes of @JasonParis coming onto this forum and posting how they were changing and would take ownership vs pass the buck, yet since he has taken over things have gone atrociously downhill. Why make such promises when you know that the service being received by your customers isn’t meeting the most basic of levels.

Even though Geekzone isn’t an official support channel for Vodafone, it’s a really poor look when your customers calls for help fall on deaf ears while you see active engagement from all of your competitors helping their customers on these forums.

I’ve since been sent offers of discounts to re join Vodafone, the latest being a significant credit for joining them on fibre, but honestly I wouldn’t even use them now even if they were free!

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  # 2249428 1-Jun-2019 06:58
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gmball: I’d suggest taking your services elsewhere if at all possible, otherwise you will face a continued uphill battle.

The service id received from Vodafone after being with them for 20+ years was the worst I have ever experienced and what made things even more frustrating was the likes of @JasonParis coming onto this forum and posting how they were changing and would take ownership vs pass the buck, yet since he has taken over things have gone atrociously downhill. Why make such promises when you know that the service being received by your customers isn’t meeting the most basic of levels.

Even though Geekzone isn’t an official support channel for Vodafone, it’s a really poor look when your customers calls for help fall on deaf ears while you see active engagement from all of your competitors helping their customers on these forums.

I’ve since been sent offers of discounts to re join Vodafone, the latest being a significant credit for joining them on fibre, but honestly I wouldn’t even use them now even if they were free!


Good morning GMball - I think you are a bit unfair. Yes our customer service hasn’t been great for quite some time, but it’s not an easy overnight fix to sort out years of complexity. We’ve started by fronting up more and trying to take more accountability as a short term solution - including within this forum...and as far as I’m aware I have helped every person that has contacted me.... across all channels...however I may have missed the odd one sorry.

We’re also putting in some longer term solutions like changing out our existing partners who aren’t performing, resetting the entire organisation structure to be more customer focussed, investing $20m to accelerate our digitisation and back office automation, and opening up 24/7 live chat and social channels. We are also working on a couple of other larger plays that I think will really change the game for us that we hope to land in the next couple of weeks.

So I can completely understand your frustration as we are way off where we need to be - but you will need to give us a little more time as we are starting to get our backyard in order, it’s just not that visible from the street yet sorry.

JP




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  # 2249429 1-Jun-2019 07:02
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Lias:

I tried messaging @MikeHales 3 weeks ago but it looks like he has been restructured out of existence. @shaunm hasn't been active for a month so my guess is he's toast too. I'm pretty sure @jasonparis has stopped responding on here after his initial hiss and a roar of declaring Vodafone cared (Tui ad!). I did see a new face has appeared with @NickR1 who may be able to help but I'd be keen for anyone from Vodafone to get in touch at this point, because hell even if you are just the toilet scrubber at Smales Farm you will probably be more useful than the callcenter/livechat people.


I've spent WAY too much time trying to deal the call center and live chat in the last few weeks, and am now staring down the barrel of a long weekend of unhappy people in our dwelling with no phone or TV services as despite my efforts to avoid it our house move is a disaster. At least we have data at the new place thou so that's something. Well done Vodafone, you managed to successfully move 1 out of 3 services..



Hi Lias - first up I’m really sorry that you are having this experience. It’s not good enough and unfortunately I’m seeing too many examples of this at the moment. I won’t go into the technical details of why it’s happening - but I am here to help get this sorted for you. Can you please drop me an email Jason.paris@vodafone.com and I’ll stay across this personally. Apologies again.

Cheers

JP




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  # 2249430 1-Jun-2019 07:05
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NickR1:

I've been helping out where I can under a non-official name for a while now but thought I should get officially tagged after a colleague got banned for asking for details without verifying themselves first.


I'm happy to take a look if you'd like to PM me your details.



Hey Nick. Just clarifying that this was Geekzone banning this person, and not Vodafone saying that they couldn’t help out in this way?

Also thanks for getting involved and helping with this. Much appreciated.

Cheers JP




Jason Paris


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  # 2249432 1-Jun-2019 07:35
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Jason, my post was merely out of complete frustration, unfortunately what we have been experiencing as previously loyal Vodafone customers is so far off the mark that in many cases we have simply given up trying to resolve issues out of sheer frustration.

In a previous forum post (one of several Geekzone posts in the Vodafone forums where I was looking and asking for help but didn’t hear a whisper) I did mention that I thought it may have been a case of things getting worse before getting better, but my most recent experience left me wondering how bad things could get.
It probably hasn’t helped that any of the Vodafone people who actively helped in these forums have been restructured out of existence.

I’ve since changed fibre to a different provider, and the experience has been like comparing night and day,

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  # 2249433 1-Jun-2019 07:39
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The complaints form also works well for a prompt response in my experience https://www.vodafone.co.nz/contact/complaints/form/


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  # 2249437 1-Jun-2019 07:48
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nickb800:

The complaints form also works well for a prompt response in my experience https://www.vodafone.co.nz/contact/complaints/form/



Thing is you shouldn’t need to find a way outside of the norm to get help when a service doesn’t work, it beggars belief that their call centre can’t understand the most basic of requests, who then point you to live chat who then tell you to phone customer care.
Why have we had to resort to posting our issues on Geekzone, or filling out a online complaint form.

Cudos to Jason for getting involved in this post, but surely these issues shouldn’t need a CEOs involvement to resolve.

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  # 2249439 1-Jun-2019 07:54
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gmball:
nickb800:

 

The complaints form also works well for a prompt response in my experience https://www.vodafone.co.nz/contact/complaints/form/

 



Thing is you shouldn’t need to find a way outside of the norm to get help when a service doesn’t work, it beggars belief that their call centre can’t understand the most basic of requests, who then point you to live chat who then tell you to phone customer care.
Why have we had to resort to posting our issues on Geekzone, or filling out a online complaint form.

Cudos to Jason for getting involved in this post, but surely these issues shouldn’t need a CEOs involvement to resolve.

 

I completely agree, that's why I'm no longer with Vodafone


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  # 2249445 1-Jun-2019 08:12
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gmball: Jason, my post was merely out of complete frustration, unfortunately what we have been experiencing as previously loyal Vodafone customers is so far off the mark that in many cases we have simply given up trying to resolve issues out of sheer frustration.

In a previous forum post (one of several Geekzone posts in the Vodafone forums where I was looking and asking for help but didn’t hear a whisper) I did mention that I thought it may have been a case of things getting worse before getting better, but my most recent experience left me wondering how bad things could get.
It probably hasn’t helped that any of the Vodafone people who actively helped in these forums have been restructured out of existence.

I’ve since changed fibre to a different provider, and the experience has been like comparing night and day,


Completely get it - and I’m disappointed too...all I’m saying is that we are not just all talk - we are working hard behind the scenes. Give us a few more months and you will start to see a new Vodafone emerge. We will be working hard to win back your business too. Enjoy the long weekend - and if you do see anyone that needs help - please do me a favour and flick them my way.

JP




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  # 2249456 1-Jun-2019 09:14
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JasonParis:
NickR1:

I've been helping out where I can under a non-official name for a while now but thought I should get officially tagged after a colleague got banned for asking for details without verifying themselves first.


I'm happy to take a look if you'd like to PM me your details.



Hey Nick. Just clarifying that this was Geekzone banning this person, and not Vodafone saying that they couldn’t help out in this way?

Also thanks for getting involved and helping with this. Much appreciated.

Cheers JP


@JasonParis There is a policy on Geekzone, that only members with official company tags are allowed to ask for customer details. This is important to stop scammers from signing up to GZ, pretending to be official Vodafone staff, and then obtaining confidential customer information, logins etc.

This also helps to avoid customers claiming that Vodafone employees have stolen from them (when it was actually a scammer who stole from them). And makes it easier for Vodafone to check that their staff are complying with the Vodafone social media policies.





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