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.




258 posts

Ultimate Geek
+1 received by user: 44

Lifetime subscriber

# 251359 21-Jun-2019 11:35
Send private message quote this post

Over the past few weeks, I've been trying to get Vodafone to upgrade my ADSL service to Fibre and make other simple changes such as merge my mobile and my fixed accounts into one. 

 

Something that should be fairly simple and something that benefits me as a customer and Vodafone as a business. However, this involves dealing with their Customer Care people.

 

However, The process to request these changes to be accounts to seems to be beyond the scope of the Customer Care people that I speak to.  

 

These are some of things that bug me then I phone them (in not particular order):

 

     

  1. Being put on hold
    I wonder what really happens when this happens.
  2. On hold Music
    Please change the music!. Why do I have to listen to the same music every time!!!
  3. Being put through to the wrong department
    Is this what the customer care people do to 'punish' customers that they won't like?
  4. Being repeatedly asked for my account number / address details / name
    Doesn't their automated system have a process to capture your account number?
    Or don't the staff have access to this information. 
    Again, is it just another 'punishment'?
  5. Having to explain to every person that you speak to what you want
    Again, when being passed between people, why can't their record what you've phone up about? 
  6. Never being able to speak to the same person twice.
  7. Either been given the customer care agent's name that they don't respond to when you mention it later in the call.... is this their real name?
  8. Never being given the agent's name

 

I'm sure others people can add to this list 

 

 


Create new topic
4887 posts

Uber Geek
+1 received by user: 2881

Trusted
Lifetime subscriber

  # 2261865 21-Jun-2019 11:43
Send private message quote this post

@rogercruse What makes you think you can request ' simple changes such as merge my mobile and my fixed accounts into one '?

 

The new single stack billing platform still has quite a bit of work to be done before the above happens as I understand

 

Please direct us to where VodafoneNZ is advising fixed line and mobile can now be on a single bill? Even searching the VodafoneNZ help and support section does not mention single invoice for mobile and fixed line

 

https://www.vodafone.co.nz/#search

 

A request to move from copper to Fibre is not a simple over night request or have you got the Fibre ONT installed already? Please provide more information as this can take many many months to get fibre installed depending on many factors

 

 


xpd

Chief Trash Bandit
9712 posts

Uber Geek
+1 received by user: 1665

Mod Emeritus
Trusted
Lifetime subscriber

  # 2261939 21-Jun-2019 13:07
One person supports this post
Send private message quote this post

     

  1. Being put on hold
    I wonder what really happens when this happens.

 

Usually talking to other CSR's to check into something.

 

     

  1. On hold Music
    Please change the music!. Why do I have to listen to the same music every time!!!

 

$$$ - got to pay for music right.

 

     

  1. Being put through to the wrong department
    Is this what the customer care people do to 'punish' customers that they won't like?

 

Some CSR's probably honestly dont know who should be looking after a particular item so try for the closest they can figure...

 

     

  1. Being repeatedly asked for my account number / address details / name
    Doesn't their automated system have a process to capture your account number?
    Or don't the staff have access to this information. 
    Again, is it just another 'punishment'?

 

Laziness of the CSR not waiting to give the next CSR your details.

 

     

  1. Having to explain to every person that you speak to what you want
    Again, when being passed between people, why can't their record what you've phone up about? 

 

Because you'd be on hold longer while they listen to the recording.

 

     

  1. Never being able to speak to the same person twice.

 

Call centers get busy. They cant wait for you to call back.

 

     

  1. Either been given the customer care agent's name that they don't respond to when you mention it later in the call.... is this their real name?

 

Should be, but these days, probably not.

 

     

  1. Never being given the agent's name

 

Should give at least first name.

 

 

 

My responses are from my days in call centers, approx 20 years ago.

 

 





XPD / Gavin / DemiseNZ

 

Server : i5-3470s @ 3.50GHz  16GB RAM  Win 10 Pro    Workstation : i5-3570K @ 3.40GHz  16GB RAM  RX580 4GB Win 10 Pro    Console : Xbox One

 

https://www.xpd.co.nz - Games, emulation, geekery, and my attempts at photography.     Now on BigPipe 100/100 and 2Talk

 

Emulation - The art of getting your $4000 PC to run an 80's system - and still fails.


 
 
 
 




258 posts

Ultimate Geek
+1 received by user: 44

Lifetime subscriber

  # 2261954 21-Jun-2019 13:52
Send private message quote this post

Linux:

 

@rogercruse What makes you think you can request ' simple changes such as merge my mobile and my fixed accounts into one '?

 

The new single stack billing platform still has quite a bit of work to be done before the above happens as I understand

 

Please direct us to where VodafoneNZ is advising fixed line and mobile can now be on a single bill? Even searching the VodafoneNZ help and support section does not mention single invoice for mobile and fixed line

 

https://www.vodafone.co.nz/#search

 

A request to move from copper to Fibre is not a simple over night request or have you got the Fibre ONT installed already? Please provide more information as this can take many many months to get fibre installed depending on many factors

 

 

 

 

Hi John,

 

When I phoned to request my ADSL to Fibre upgrade (my area had just had fibre installed), the merging of my accounts are offered by the agent.

 

As this point, everything was good, the agent raised an order for Fibre install from Chorus, started the merge process and applied some other changes to my Sky packages (e.g. cancelled the BeIN Sport channel and disabled one of the two MySky boxes) and to ordered a new Vodafone TV device. I left the landline service running as my wife said she preferred it to using her mobile. 

 

After a few days, my wife agreed that she didn't use the landline after all and I could cancel it. So, I phoned Customer Care to cancel the landline but the new agent misunderstood my request and cancelled the Fibre upgrade instead.

 

I was unaware at the time and waited in all day for the morning appointment with Chorus, before phoning Customer Care. At this stage, I just assumed that Chorus was at fault and rescheduled their appointment.

 

Chorus then phoned me directly. They came out the next day to install their fibre and the ONT device. As I already had an Ultra Hub Plus device, they simply unplugged by ADSL cable and then plugged in the new Fibre connection.

 

Subsequent calls to Customer Service were a little surreal, as I wanted to know where the Vodafone TV device was and they said that I hadn't ordered / couldn't order this device without being on Fibre. Their systems still have be recorded as an ADSL customer with all the additional Sky packages at a higher cost. While, I knew I had Fibre and my Sky packages had been applied.

 

I've since made repeated calls to Customer Care to find out when / if my billing issues will be resolved but I just get passed between various departments as no one seems to be able solve the basic problem.

 

Sorry, for the long explanation, hopefully, you can understand my frustration!  

 

 


1859 posts

Uber Geek
+1 received by user: 548


  # 2261956 21-Jun-2019 13:53
2 people support this post
Send private message quote this post

“Because you'd be on hold longer while they listen to the recording”.

Bollocks. “Hey xpd I’ve got rogercruise on hold, his customer number is 1234567890, I’ve already left some notes on the account but he’s wanting some help with his account - can you assist please?”

He doesn’t mean a literal recording - he means someone taking a record of the request.

It ain’t rocket science and I do this on a daily basis

4887 posts

Uber Geek
+1 received by user: 2881

Trusted
Lifetime subscriber

  # 2261959 21-Jun-2019 14:01
Send private message quote this post

Email Jason Paris then he has offered support here on Geekzone and his work email address


4887 posts

Uber Geek
+1 received by user: 2881

Trusted
Lifetime subscriber

  # 2261963 21-Jun-2019 14:07
Send private message quote this post

So this is a carry on from this thread?

 

https://www.geekzone.co.nz/forums.asp?forumid=40&topicid=251188




258 posts

Ultimate Geek
+1 received by user: 44

Lifetime subscriber

  # 2261976 21-Jun-2019 14:51
Send private message quote this post

Linux:

 

So this is a carry on from this thread?

 

https://www.geekzone.co.nz/forums.asp?forumid=40&topicid=251188

 

 

 

 

Same.


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.