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77 posts

Master Geek
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Vodafone NZ

  # 2267194 30-Jun-2019 10:40
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Linux: I hope the Team in VodafoneNZ can really get on top of these issues with customer service @JasonParis


We WILL sort this - our No.1 priority. I really appreciate you helping me get onto any customer issues in the interim.

JP




Jason Paris


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Master Geek
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Vodafone NZ

  # 2267195 30-Jun-2019 10:42
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haihaipow:

I'm experiencing the same thing but after countless phone calls to vodafone, I managed to get my upgrade from adsl to fibre max.


I'm just waiting now to get my sky transferred to my new account though which is taking some time and also countless phone calls to vodafone >_>



Let me help. Please DM me or email me and I’ll get onto this for you.

JP




Jason Paris


 
 
 
 




132 posts

Master Geek
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  # 2267197 30-Jun-2019 10:48
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Linux:

 

I moved everything to 2degrees and no regrets

 

  Fab great to know thanks




132 posts

Master Geek
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  # 2267198 30-Jun-2019 11:00
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Dial111: Sounds like a very bad experience! Almost unbelievable.

 

Absolutely agree. I was and am still astounded at how it played about. Very sad




132 posts

Master Geek
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  # 2267216 30-Jun-2019 11:28
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JasonParis:

 

This is beyond horrendous and I'm not too sure how to respond to this to be honest. First - thanks to some of the members for bringing me into the loop on this. Second - my sincerest apologies for what you have gone through. Third, some context (which in no way excuses this experience) before I talk about how we move forward:

 

- 95% of Vodafone's calls have been answered overseas for years - we haven't done anything to change the mix of onshore vrs onshore call volumes

 

- However we are moving from our existing off shore partner who wasn't delivering to a new one and the transition is taking longer than expected. Almost all of the attitude issues that customers are experiencing are from the company we are moving away from which is massively disappointing and frustrating for all. We are moving as quickly as we can but it is taking time.

 

- At the same time the team are two years into a IT simplification programme (moving customer and billing records from 4 stacks to 1) and the customer migrations started in March and are proving to be trickier than they expected. We have made some changes which are starting to see some improvements

 

So it's a bit like the perfect storm at the moment and although the teams are working tirelessly to address them all, most are incremental improvements vrs the bold move that we need to make to turn our service from zero to hero. I'm relatively new in my role, but I've been asking the team to present me a plan for a NZ based service team that significantly changes the game and I hope to sign this off this week. Again this will take some time to implement, but we will share it with you soon so customers can see that we are getting back on track.

 

In the interim, any issues please email me direct so the team and I can sort: Jason.paris@vodafone.com. Sonyab - completely understand your decision but if there is anything that I can do to get this back on track or even make your transition to another provider easier (in the hope that we will at least get a chance to win you back in the future) - please let me know. Deepest apologies again.

 

JP

 

 

 

 

Hi Jason,

 

All the best resolving these issues.  

 

In the past I have been able to speak to NZ representative when I rung up or asked to be put through to someone in NZ if having communication issues. Now I have been told this is not an option.  

 

Assuming my interactions were with the outgoing CS company - That is concerning you need to take swifter action and get rid of them as they are nothing short of killing your business.

 

The billing side was abysmal.  Even when I email multiple times requesting previously requested info I would get part of the info or simply ignored. This went on for months - hopefully it is finally sorted but I guess we will find out in the coming period.

 

I have never encountered so many incidents with a CS team that speak over top of you while you are trying to explain something.  With attitudes and argumentative.  Unbelievable!  

 

Formally I worked for multinational companies and I am frankly astounded VF has got itself in this situation.  Is it money over CS?  I don't know but the cost for VF is and will be high if this continues.  I wish you the best in sorting it.  Returning to NZ based team would definitely be a massive step in the right direction.

 

I like many work huge hours per week.  For me it is on my own businesses.  I do not have time to sit on the phone talking to people to trying to sort things that shouldn't have gone wrong in the first place.  Or if I do have to it should be done in 5-10 minutes not the usual 40-60 minutes we have been experiencing and usually involving multiple calls of that length. Eg the fibre billing issue backdates to September 2018!!  I can't get that time back, I can't bill the time out, you certainly don't compensate us for that time - and I have spent nothing less than hours trying to resolve these issues that should have taken 15-30 minutes tops.  It's frankly draining.

 

I get things go wrong - but when they do there needs to be good processed in place to fix and quickly resolve them and that's where the issue lies.

 

Sorry but it's just not okay. 

 

All I want is reliable internet, phones to work and bills to be correct - pretty simple really.


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Uber Geek
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  # 2267282 30-Jun-2019 12:16
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A tip for those that find themselves in this situation:

You should already have noted their name and as soon as you’re not getting proper customer tell it direct: “I’m sorry, but if you’re not willing or unable to help me please transfer me to someone that can.” You’ll be challenged on it so simply follow up with “No, sorry; I’m not happy with the way you’re speaking to me. Please transfer me to someone that can assist.”

553 posts

Ultimate Geek
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  # 2267298 30-Jun-2019 13:00
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MadEngineer: A tip for those that find themselves in this situation:

You should already have noted their name and as soon as you’re not getting proper customer tell it direct: “I’m sorry, but if you’re not willing or unable to help me please transfer me to someone that can.” You’ll be challenged on it so simply follow up with “No, sorry; I’m not happy with the way you’re speaking to me. Please transfer me to someone that can assist.”


I tried that wouldn’t transfer me to anyone the accent was soo thick couldn’t even work out what he was saying or be able to write down his name. I work with offshore IT daily and have no problems with language except Vodafone staff.

 
 
 
 


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  # 2267300 30-Jun-2019 13:14
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eracode: A telco’s support desk banning customers’ phone numbers? That’s beyond poor.

 

Not really. If you have heard some of the stories I have from loser customers calling to try to get free credit and abuse staff when they say no you would fully support this.

 

Also many customers are racist as to the staff so again, ban worthy.





Richard rich.ms

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  # 2267311 30-Jun-2019 13:46
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richms:

 

eracode: A telco’s support desk banning customers’ phone numbers? That’s beyond poor.

 

 

 

Not really. If you have heard some of the stories I have from loser customers calling to try to get free credit and abuse staff when they say no you would fully support this.

 

 

 

Also many customers are racist as to the staff so again, ban worthy.

 



You will see in my later post a reference to abusive customers. I said that banning is understandable if customers are abusive or similar.

The point is, the OP got banned without being abusive or racist or anything like it. She was going about her lawful business with the help desk. What you’re talking about is not relevant to my post or to the circumstances of this thread.


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  # 2267334 30-Jun-2019 15:22
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Stu1:
MadEngineer: A tip for those that find themselves in this situation:

You should already have noted their name and as soon as you’re not getting proper customer tell it direct: “I’m sorry, but if you’re not willing or unable to help me please transfer me to someone that can.” You’ll be challenged on it so simply follow up with “No, sorry; I’m not happy with the way you’re speaking to me. Please transfer me to someone that can assist.”


I tried that wouldn’t transfer me to anyone the accent was soo thick couldn’t even work out what he was saying or be able to write down his name. I work with offshore IT daily and have no problems with language except Vodafone staff.
That's where you ask for the spelling of the name.  If you're feeling shy about it, at least write down what the name sounds like then ask for the spelling of their name further into the phone call as you realise you're definitely going to need this persons name.  You can also simply apologise and advise them that you're simply struggling to understand them.

 

Not going to help that they wouldn't transfer but at least you've taken the best next step of going to the media ie GZ.  Twitter & Facebook also works wonders for these brick wall issues.


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Uber Geek
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  # 2267342 30-Jun-2019 15:40
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eracode:

 

richms:

 

eracode: A telco’s support desk banning customers’ phone numbers? That’s beyond poor.

 

 

 

Not really. If you have heard some of the stories I have from loser customers calling to try to get free credit and abuse staff when they say no you would fully support this.

 

 

 

Also many customers are racist as to the staff so again, ban worthy.

 



You will see in my later post a reference to abusive customers. I said that banning is understandable if customers are abusive or similar.

The point is, the OP got banned without being abusive or racist or anything like it. She was going about her lawful business with the help desk. What you’re talking about is not relevant to my post or to the circumstances of this thread.

 

I did some time at a govt agency and our training included how to deal with abusive customers.  I was naively shocked to learn that anyone could be banned from making any contact with the services that their lives actually depended on eg WINZ.  After that their only option would be to employ an agent (proxy) to have access to their account.  The standard action for abusive customers was to warn them three times that you will terminate the contact with them should they continue with so much as a swear word.  I mean if you're speaking with an abusive client chances are they're about to or already have lost their benefit so it's in their best interests to co-operate.

 

So you give them the three chances with warnings then terminate the call.  There's no real excuse for hurling abuse but sometimes people do have bad days (I mean losing your income would rate up there!). Should they then repeatedly call back with abuse then that's something else and for sure would justify a ban.


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  # 2267358 30-Jun-2019 16:21
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It's all well and good to ask for someone's name, but that's not much good if they give a false name though.


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Uber Geek
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  # 2267465 30-Jun-2019 19:58
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MadEngineer:

 

I was naively shocked to learn that anyone could be banned from making any contact with the services that their lives actually depended on eg WINZ.  After that their only option would be to employ an agent (proxy) to have access to their account. 

 

 

I don't think that's accurate. At least is wasn't 8-9 years ago when I did some work with WINZ. If you were very abusive such as making death threats to staff or assaulting them (it happened, more than I would have believed) then you could get trespassed from going to the Offices. But you weren't cut off from contact -  you had to do everything through the remote contact center over the phone. Which is understandable, they have to keep their staff safe.

 

Back on topic, I don't think this is exactly a new issue. Shortly afterIHUG was taken over by Vodafone, I had multiple instances of horrendous customer support and billing errors. Moved to other vendors, (2degrees for mobile, Telecom now Spark for internet) and have never had any further issues. I would never go back.


259 posts

Ultimate Geek
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  # 2267482 30-Jun-2019 20:38
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JasonParis: ...let me know if I can help in any way.

 

 

 

Thank you, I believe that I'm now being processed correctly.

 

 

 

Half the pain when dealing with Customer Care is simply not knowing what is happening. So, just being able to find out would be nice.

 

Something like an regular email with a reference number and the current status. So, that if I need to phone to confirm an appointment or provide information, I can quote the reference number and the agent would know why I'm phoning. 


Linux Systems Admin
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Integrity Tech Solutions
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  # 2267495 30-Jun-2019 20:55
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JasonParis:

 

- 95% of Vodafone's calls have been answered overseas for years - we haven't done anything to change the mix of onshore vrs onshore call volumes

 

- However we are moving from our existing off shore partner who wasn't delivering to a new one and the transition is taking longer than expected. Almost all of the attitude issues that customers are experiencing are from the company we are moving away from which is massively disappointing and frustrating for all. We are moving as quickly as we can but it is taking time.

 

 

@JasonParis

 

Ever considered the staff being paid PHP 53 (NZ$ 1.56) per hour has something to do with this?

 

Davao, Philippines seems like half a world away until one is riding on a bus past the call centre out at Ecoland. Then its more real, along with the underlying realities of paying people stuff all.





Integrity Tech Solutions @ Norsewood, New Zealand


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