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netspanner

292 posts

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#257342 26-Sep-2019 17:58
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So 3 weeks ago VF decided to upgrade my account and send me a new VF box when my other one kept dying. Every week I would ring them and spend an hour trying to find out where it went. 

 

This week the person on the end said I had to "send in documentation with RowID" before they would send it out. What was he talking about????

 

So totally exasperated I told them to cancel my account for the TV and just leave the Broadband. 

 

"Can't do that" I was told. 

 

"OK, delete my entire account and I will go elsewhere", says I.

 

Now that got their attention. Then I was passed to the Retention department, who with unexpected competence, took the TV off my account as I wanted to. 

 

Then I realised that the original rep I was talking to was lying through his teeth about "sending in documentation". He just didn't know what to do and wanted me off his line. 

 

My threat to take it up the chain actually succeeded in getting to someone who knew what they were doing. 

 

In conclusion, don't trust what the guy on the end of the phone says, just say you will take it further, until you get to someone with actual authority. 

 

 

 

 

 

 

 

 


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timmmay
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  #2325473 26-Sep-2019 18:05
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Or, given the incompetence and consistently poor customer service, you could actually take your business somewhere better.


Linux
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  #2325477 26-Sep-2019 18:11
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Email @JasonParis direct

 
 
 
 


dejadeadnz
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  #2325481 26-Sep-2019 18:16
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@jasonparis

 

Might be something to follow up with the OP if he or she wishes. This kind of lack of integrity is unfortunately far too common in my personal experience with VF also.

 

 

 

 


JasonParis
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  #2325502 26-Sep-2019 18:53
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netspanner:

So 3 weeks ago VF decided to upgrade my account and send me a new VF box when my other one kept dying. Every week I would ring them and spend an hour trying to find out where it went. 


This week the person on the end said I had to "send in documentation with RowID" before they would send it out. What was he talking about????


So totally exasperated I told them to cancel my account for the TV and just leave the Broadband. 


"Can't do that" I was told. 


"OK, delete my entire account and I will go elsewhere", says I.


Now that got their attention. Then I was passed to the Retention department, who with unexpected competence, took the TV off my account as I wanted to. 


Then I realised that the original rep I was talking to was lying through his teeth about "sending in documentation". He just didn't know what to do and wanted me off his line. 


My threat to take it up the chain actually succeeded in getting to someone who knew what they were doing. 


In conclusion, don't trust what the guy on the end of the phone says, just say you will take it further, until you get to someone with actual authority. 


 


 


 


 



Just not good enough - and I’m sorry! Can you please drop me a quick email and I’ll take care of this for you and make sure that you are more than compensated for your troubles. Jason.paris@vodafone,com.

I’ve inherited a business with plenty of things to work on - but we will get there! Apologies again.

Jason




Jason Paris


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