Geekzone: technology news, blogs, forums
Guest
Welcome Guest.
You haven't logged in yet. If you don't have an account you can register now.


View this topic in a long page with up to 500 replies per page Create new topic
1 | 2 
513 posts

Ultimate Geek
+1 received by user: 127

Lifetime subscriber

  # 2249459 1-Jun-2019 09:43
Send private message quote this post

Thank you for fronting up, Jason. I do hope you manage to get things back on track. To add my voice to this, my anecdotal experience with Vodafone customer support is also that it is miles from where it needs to be.

I have my connection and family's through Vodafone, and have found the services to be solid when they're working, but as soon as you need to deal with an actual person to change or fix anything, things go off the rails. And this isn't just the occasional stuff up - you can almost rely on something to wrong with any change process.

As a recent example, my in-laws called Vodafone to see if they could get an updated deal. They were on 200Mbps cable with a landline and T-Box, and were upgraded to gigabit cable with VOIP and the new Vodafone TV for the same (or less) price. That's great. But, actually getting the services set up has been a real performance.

The main issue was that the Vodafone CSR immediately cut over their landline number, so that they stopped receiving calls to their landline, but without actually setting up their VOIP first. When they realised they weren't getting calls, they contacted Vodafone again, who set up call forward to a cellphone as an interim measure.

Rather than enabling VOIP on the HG659 they already had, Vodafone sent out a new Ultra Hub, but this unfortunately took about 4 weeks to actually show up.

Vodafone also eventually sent out the new Vodafone TV, and had said that a technician would call to make a time to come and set it all up, which took a few more weeks.

Everything is now up and running, but as of a few days ago, they still needed to get the call forwarding disabled. I understand they have been in touch with Vodafone several times (via phone and online chat) to try and get this done, but without success. The impression they have from the CSRs was that "it doesn't matter" and they should just leave it.

This change was initiated in early April, and has obviously taken much longer and has been more difficult for them than it needed to be. This is also by no means a one-off; we've had other similar experiences in the past.

I don't want to be entirely negative - there have also been instances or very good support, with staff going above and beyond to resolve issues. But, it's obvious that there are issues at the back end, that need to be resolved in order to get a better customer experience at the front.

ajw

1506 posts

Uber Geek
+1 received by user: 152


  # 2249461 1-Jun-2019 09:52
Send private message quote this post

Following a re-sign it took six weeks to upgrade to VOIP and Fibre X max. Have to say the experience getting upgraded was a nightmare and not one I would like repeated.


 
 
 
 




3754 posts

Uber Geek
+1 received by user: 2222

Trusted
Lifetime subscriber

  # 2249731 1-Jun-2019 21:15
One person supports this post
Send private message quote this post

Linux:

 

How can I help? Oh that's right I can't

 

 

You my good sir, have already helped so many people around here over the years that Vodafone should make you "former employee of the month" or something.

 

Nick/Jason/Zollymonsta thanks for responding, I'll try and get some details to you tomorrow, we've been shifting for 2 days now and i'm absolutely buggered and need to go faceplant. 





Information wants to be free. The Net interprets censorship as damage and routes around it.


1 | 2 
View this topic in a long page with up to 500 replies per page Create new topic



Twitter and LinkedIn »



Follow us to receive Twitter updates when new discussions are posted in our forums:



Follow us to receive Twitter updates when news items and blogs are posted in our frontpage:



Follow us to receive Twitter updates when tech item prices are listed in our price comparison site:





News »

Dunedin selects Telensa to deliver smart street lighting for 15,000 LEDs
Posted 18-Jul-2019 10:21


Sprint announces a connected wallet card with built-in IoT support
Posted 18-Jul-2019 08:36


Educational tool developed at Otago makes international launch
Posted 17-Jul-2019 21:57


Symantec introduces cloud access security solution
Posted 17-Jul-2019 21:48


New Zealand government unveils new digital service to make business easier
Posted 16-Jul-2019 17:35


Scientists unveil image of quantum entanglement
Posted 13-Jul-2019 06:00


Hackers to be challenged at University of Waikato
Posted 12-Jul-2019 21:34


OPPO Reno Z now available in New Zealand
Posted 12-Jul-2019 21:28


Sony introduces WF-1000XM3 wireless headphones with noise cancellation
Posted 8-Jul-2019 16:56


Xero announces new smarter tools, push into the North American market
Posted 19-Jun-2019 17:20


New report by Unisys shows New Zealanders want action by social platform companies and police to monitor social media sites
Posted 19-Jun-2019 17:09


ASB adds Google Pay option to contactless payments
Posted 19-Jun-2019 17:05


New Zealand PC Market declines on the back of high channel inventory, IDC reports
Posted 18-Jun-2019 17:35


Air New Zealand uses drones to inspect aircraft
Posted 17-Jun-2019 15:39


TCL Electronics launches its first-ever 8K TV
Posted 17-Jun-2019 15:18



Geekzone Live »

Try automatic live updates from Geekzone directly in your browser, without refreshing the page, with Geekzone Live now.


Support Geekzone »

Our community of supporters help make Geekzone possible. Click the button below to join them.

Support Geezone on PressPatron



Are you subscribed to our RSS feed? You can download the latest headlines and summaries from our stories directly to your computer or smartphone by using a feed reader.

Alternatively, you can receive a daily email with Geekzone updates.