What's up with Vodafones call centres today?

Forums › One NZ (including Farmside) › What's up with Vodafones call centres today?

thefresh2o

18 posts

Geek

#25119 12-Aug-2008 16:54

I've been trying to call in & have been getting kicked all afternoon.

Either getting the "Sorry, this service is overloaded" or get thru - go thru the authentication then get the "Goodbye" and disconnect...

Getting a little infuriated.

VFNZPaulBrislen

970 posts

Ultimate Geek

Trusted

#156357 12-Aug-2008 18:41

When you say calling Vodafone are you talking about fixed line or mobile?

Paul Brislen
Head of Corporate Communications
Vodafone

http://forum.vodafone.co.nz

thefresh2o

18 posts

Geek

#156458 12-Aug-2008 23:39

Hi. Land line. Phone was flat...

VFNZPaulBrislen

970 posts

Ultimate Geek

Trusted

#156475 13-Aug-2008 07:34

They had an email outage yesterday morning that probably drove a lot of additional traffic to an already busy call centre... that may account for it.

Anything I can help with?

Paul Brislen
Head of Corporate Communications
Vodafone

http://forum.vodafone.co.nz

sudo

409 posts

Ultimate Geek
+1 received by user: 117

#156531 13-Aug-2008 11:31

I've been ringing through to Broadband customer service the last few days and been having an average of a 30 minute wait.
There's been various introductory messages that there are ongoing issues and there will be long delays.

The last couple times I didnt get an option to choose which queue to go into and someone from the sales team ends up answering and transferring to another queue.

A little earlier I got through to someone who didn't have their headset connected properly, tried to fix it and subsequently cut me off. Back on the queue again (15 minutes later)

Doesn't look like Vodafone has streamlined the fixed line/Broadband customer services (or experiencing growing pains)

VFNZPaulBrislen

970 posts

Ultimate Geek

Trusted

#156532 13-Aug-2008 11:34

The fixed line guys are still the Ihug team of old, and unfortunately (or fortunately depending on how you look at it) they're experiencing serious levels of growth, far oustripping our ability to recruit, train and deploy help desk staff. As I've said elsewhere, this is a big problem for the fixed line guys at the moment so I'd try some alternate channels while this is going on.

Feel free to email me your needs and I'll see who I can get to contact you. It might be easier.

Cheers

Paul

Paul Brislen
Head of Corporate Communications
Vodafone

http://forum.vodafone.co.nz

thefresh2o

18 posts

Geek

#156777 14-Aug-2008 08:38

Meeting all day yesterday... Anyway. Cheers for the response, Paul.
I'm interested in peoples experience with VFs text update - post NZ Post Pmt.

"Gr8, yr NZ Post paymnt of XX was sucessful. Yr bill balance is still $1.16"

Cool, I'll put the last bit in...

Subsequent text - "Gr8, yr NZ Post paymnt of $1.16 was sucessful. Yr bill balance is still $1.16"

WTF...

This has happened on two seperate billings & payments. No decent explaination from Custy Svcs.

Just a rant. Would like to see it fixed. Cheers