Vodafone Retention Team

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jskiltz

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#257451 3-Oct-2019 19:28

Hi all,

Is Vodafone's retention team still based in NZ. For the past couple of days I was told we would be getting fibre installed instead of our current HFC connection which I stressed is not what we want.

But instead a new HFC connection term has been provisioned and our voice line switched to VOIP.

I was wanting to get fibre installed as we have it in our area too.

Any idea what to do? Need to attempt to contact rententions tomorrow and hopefully the can sort out the mess they have made for our connection.

Just wondering what everyones process has been from switching from HFC to a fibre connection as so far it hasn't worked for us.

timmmay

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#2329230 3-Oct-2019 19:46

Retention team is who you talk to when you want to leave Vodafone and they want to keep you as a customer. What you need is customer service.

Maybe you're best leaving Vodafone and going to an ISP that will do as you ask. I've found 2degrees quite good.

Sideface

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#2329233 3-Oct-2019 20:01

What you need is another provider.

If fibre is already an option in your area, just forget about Vodafone.

Too much pain. 😕

Take your custom elsewhere, to an ISP with better customer service - eg 2 degrees.

I intend to do this within the next month, as soon as fibre becomes available.

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epr

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#2329235 3-Oct-2019 20:02

I helped my parents switch to fibre with Vodafone it was beyond awful much better once Jason Paris got involved but on the whole one of the worst companies to deal with. Spend hours on hold to talk to someone who is beyond useless and never helps you because their training is beyond useless. My advice change companies ASAP Vodafone is voted the worst ISP and cellular provider in New Zealand every year move to anyone else and you are upgrading.

Edit exactly the same situation going from HFC to fibre.

jskiltz

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#2329242 3-Oct-2019 20:24

Awesome, glad to know I'm not the only one with the issue. Howd you manage to get Jason Paris involved?

Hopefully have some more luck with retentions tomorrow..

Sideface

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#2329245 3-Oct-2019 20:28

jskiltz: Awesome, glad to know I'm not the only one with the issue. Howd you manage to get Jason Paris involved?

Hopefully have some more luck with retentions tomorrow ...

I can tell that you are an optimist. ... 🙂 🙃

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michaelmurfy

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#2329252 3-Oct-2019 20:51

A quote from Jason not too long ago is you can just ask the provisioning team to provision you UFB - state you don't want Cable. You don't need to go via the retention team for this.

But it is seriously easier to just switch to a new ISP that does fibre. Often you can get a better deal by doing so. Their loss for not making it easier for customers really...

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RunningMan

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#2329254 3-Oct-2019 20:55

jskiltz: Howd you manage to get Jason Paris involved?

@JasonParis

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JasonParis

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#2329257 3-Oct-2019 21:23

jskiltz: Awesome, glad to know I'm not the only one with the issue. Howd you manage to get Jason Paris involved?

Hopefully have some more luck with retentions tomorrow..

Very happy to help out anytime. Please just drop me an email to Jason.paris@vodafone.com and I’ll get onto sorting any issues for you. Cheers Jason

Jason Paris

stocksp

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#2329259 3-Oct-2019 21:31

I have 2 degrees fibre coming Tuesday. I’ve been a VF customer ever since IHUG - paradise - VF. VF are dreadful to deal with and I have just been waiting until fibre was laid in island bay so I can leave HFC ( which to be fair hasn’t been too bad since they fixed the great congestion).

2 degrees so far have been a pleasure to deal with. They answer the phone, they know what they are talking about, and they remember the last conversation they had with you :)

JasonParis

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#2329264 3-Oct-2019 22:02

So sorry to hear you are leaving us when your expectations on service are very reasonable. It shouldn’t be that hard for us to achieve this! All the best with the 2D team. I’m working hard to get us to a service leadership position and to win you back one day. JP

Jason Paris

jskiltz

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#2329288 3-Oct-2019 23:41

JasonParis:
jskiltz: Awesome, glad to know I'm not the only one with the issue. Howd you manage to get Jason Paris involved?

Hopefully have some more luck with retentions tomorrow..

Very happy to help out anytime. Please just drop me an email to Jason.paris@vodafone.com and I’ll get onto sorting any issues for you. Cheers Jason

Awesome, thanks Jason have just flicked you an email with everything that needs sorting :)

jskiltz

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#2329290 3-Oct-2019 23:43

michaelmurfy:

A quote from Jason not too long ago is you can just ask the provisioning team to provision you UFB - state you don't want Cable. You don't need to go via the retention team for this.

But it is seriously easier to just switch to a new ISP that does fibre. Often you can get a better deal by doing so. Their loss for not making it easier for customers really...

Thanks for this, the main reason we are not wanting to switch away from Vodafone is that we have been customers since the TelstraClear days and have been looked after by them for this long, just issues when wanting to switch to UFB so hence wanting to make an effort to stay

xpd

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#2329360 4-Oct-2019 07:50

Any retentions team is usually a waste of time IME. I dealt with Vodafones a few years back - situation was, I needed a static IP, my monthly bill (phone, net, static) with Vodafone would be $160 - yet plenty of their competitors were happy to give me what I required a lot (in one case $60) cheaper.

So said i was leaving Vodafone - retentions contacted me and could only go to $120 - I did ask if they could sharpen their pencils some more, but just got "Bye".

Obviously they have margins etc to meet but if a rententions team cant even price match what a customer has said they can get from another provider, whats the point of the team ?

I wouldve been happy to stay with Vodafone if they had.

Gavin / xpd / FastRaccoon / Geek of Coastguard New Zealand

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