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414 posts

Ultimate Geek

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# 251730 9-Jul-2019 13:12
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I ask this as I called through today to say I wished to disconnect my broadband account as I had found out my IHUG email account would come to an end soon. I still use the email address because I'm nostalgic (and a little dumb, I should have let it go a long time ago but hey, I horde!)

 

I spoke to someone from billing (they all say they are in billing) and explained what I wished to do.

 

Was transferred to retention.

 

M: Hi I wish to disconnect my broadband account as I understand Vodafone will be discontinuing with my IHUG email address.

 

V : One moment while I update your email address

 

M: Sorry, I don't understand what you are doing?

 

V: I am going to update your email address to your IHUG email address

 

M: Pauses

 

V: Ma'am I understand you want to update your email address is this correct?

 

M: No. I wish to disconnect my broadband account because you are going to terminate my IHUG email address.

 

V: Oh yes, sorry I can do that (after much tapping on keyboard confirms she can disconnect, which will be done tonight, wishes me a good day and ends call) So much for Retention. No effort to try to keep my business etc. Oh and confirmed new updated bill would be sent to my IHUG email address lol. Hmmm. Still gave me a laugh for today.

 

 

 

I should mention my IHUG email has been forwarded to my Gmail account ever since VF decided they were no longer looking after the platform.

 

Sad really that all history with Vodafone for me has gone. All of my mobile accounts are now with 2Degrees.


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Ultimate Geek

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  # 2272365 9-Jul-2019 13:16
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You answered your own question!

 

NO they don't listen, obviously!


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  # 2272378 9-Jul-2019 13:24
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Check out my LPFM Radio Station at www.thecheese.co.nz cool


 
 
 
 


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  # 2272388 9-Jul-2019 13:42
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LOL....  got my wife to call once to sort out a fault, the CSR actually said to her "I'll just transfer you to another customer with the same problem".......  my wife was thinking WTF, they going to let customers get together for a V/fone complaint session ? :)

 

She didnt get transferred in the end.... :)

 

 





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  # 2272413 9-Jul-2019 14:33
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The overseas call centers are usually utterly, completely, rage inducingly useless. I have a positive outcome about 1 in 10 calls, but given Vodafone can pay them a fraction of what an NZ worker costs, they are sadly not going away anytime soon.

 

 





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  # 2272415 9-Jul-2019 14:40
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We want cheaper plans and more for our moolah AND very good customer service. I guess you can't have everything... 


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  # 2272432 9-Jul-2019 15:40
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As a hack a few years ago i "ACCIDENTLY" hit accounts, ended up talking to a KIWI and had the problem sorted...... not sure if this kind of "HACK" would still work.

 

 





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  # 2272434 9-Jul-2019 15:41
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dellor:

 

We want cheaper plans and more for our moolah AND very good customer service. I guess you can't have everything... 

 

 

Vodafone have competition with lower prices and better (in my experience) customer service.

 

Although when I've had to get tech support from the Vodafone Christchurch call centre they've been great ... then they transfer me to sales/billing and it gets painful.  And those Christchurch staff are, I understand, now employed by the overseas outsourced callcentre people.


 
 
 
 


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  # 2272436 9-Jul-2019 15:44
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If you want to speak to a Kiwi Customer Service rep at Vodafone I would call the business number on 888 option 1 and 2.

 

This is what I always do with my consumer plan and they are happy to help even though I'm not on a business/corporate plan the last time I called the answered within 2 minutes. 


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  # 2272438 9-Jul-2019 15:49
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dellor:

 

We want cheaper plans and more for our moolah AND very good customer service. I guess you can't have everything... 

 

 

As you look through this VF topic you'll find that most people just want reasonable and adequate customer service at a fair price.

 

No matter how cheap it is, a call centre agent not understanding thecatsgoolies' straight forward request is well beyond hopeless.





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  # 2272494 9-Jul-2019 16:51
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dellor:

If you want to speak to a Kiwi Customer Service rep at Vodafone I would call the business number on 888 option 1 and 2.


This is what I always do with my consumer plan and they are happy to help even though I'm not on a business/corporate plan the last time I called the answered within 2 minutes. 



Might be the same case as 2degrees mobile, I did business, consumer and dealer support so if you called on either of those numbers the agent couple help you as they were all managed with on the same CRM anyway.

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  # 2272570 9-Jul-2019 18:26
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I wonder if any calls are now going to their new call centre, or is everything still being handled (poorly, as illustrated by this example) in Manila?


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  # 2274277 10-Jul-2019 19:42
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deadlyllama:

 

dellor:

 

We want cheaper plans and more for our moolah AND very good customer service. I guess you can't have everything... 

 

 

Vodafone have competition with lower prices and better (in my experience) customer service.

 

Although when I've had to get tech support from the Vodafone Christchurch call centre they've been great ... then they transfer me to sales/billing and it gets painful.  And those Christchurch staff are, I understand, now employed by the overseas outsourced callcentre people.

 

 

My brother being one of those staff. Now employed by 'Tech Mahindra', but not for much longer. They've all been (effectively) told that their one year contracts won't be renewed then bye bye Chch based support staff.


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  # 2274295 10-Jul-2019 20:09
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@kingjj I bet the jobs go off Shore to India

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