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  # 2377584 18-Dec-2019 11:28
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dfnt:

 

I think its rather sad a CEO of a large telco needs to get involved so often to be honest...

 

 

 

 

 

 

Whilst I agree in principle that he should not have to get involved, I do think it worthy of kudos that he is prepared and happy to do so.

 

To even have such direct access to a person working at that level in such a large company is a rare privilege, believe me.






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  # 2377586 18-Dec-2019 11:32
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dfnt:

 

I think its rather sad a CEO of a large telco needs to get involved so often to be honest...

 

 

 

 

As mentioned, it didn't REQUIRE the CEO himself to be involved, if it had been another of the VF people who frequent the forums, it would have been resolved as well. Jason was pinged directly, and responded directly, so credit to him.

 

What IS disappointing is that billing tends to the source of so many of the issues presented here. It's a shame the changes required are not simple and quick to implement, but at least they are addressing what they can as they become aware of it.

 

 


 
 
 
 


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  # 2377809 18-Dec-2019 15:11
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networkn:

 

dfnt:

 

I think its rather sad a CEO of a large telco needs to get involved so often to be honest...

 

 

 

 

As mentioned, it didn't REQUIRE the CEO himself to be involved, if it had been another of the VF people who frequent the forums, it would have been resolved as well. Jason was pinged directly, and responded directly, so credit to him.

 

What IS disappointing is that billing tends to the source of so many of the issues presented here. It's a shame the changes required are not simple and quick to implement, but at least they are addressing what they can as they become aware of it.

 

 

What is disappointing is that users have to resort to back channels to get these issues resolved. I've benefited from this - and yes, it's been good for me. What about those customers who do not have GZ or the ear or the inner cabal?

 

What results for them is usually a terrible customer experience.


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  # 2377812 18-Dec-2019 15:16
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elpenguino:

 

networkn:

 

dfnt:

 

I think its rather sad a CEO of a large telco needs to get involved so often to be honest...

 

 

 

 

As mentioned, it didn't REQUIRE the CEO himself to be involved, if it had been another of the VF people who frequent the forums, it would have been resolved as well. Jason was pinged directly, and responded directly, so credit to him.

 

What IS disappointing is that billing tends to the source of so many of the issues presented here. It's a shame the changes required are not simple and quick to implement, but at least they are addressing what they can as they become aware of it.

 

 

What is disappointing is that users have to resort to back channels to get these issues resolved. I've benefited from this - and yes, it's been good for me. What about those customers who do not have GZ or the ear or the inner cabal?

 

What results for them is usually a terrible customer experience.

 

 

Social media isn't exactly "back" channels.

 

The issues are known by Vodafone and are being worked on. It's a huge thing to fix. Continuing to "observe" that they aren't there yet probably isn't really achieving much.

 

 

 

 

 

 


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  # 2377819 18-Dec-2019 15:28
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networkn:

 

elpenguino:

 

networkn:

 

dfnt:

 

I think its rather sad a CEO of a large telco needs to get involved so often to be honest...

 

 

 

 

As mentioned, it didn't REQUIRE the CEO himself to be involved, if it had been another of the VF people who frequent the forums, it would have been resolved as well. Jason was pinged directly, and responded directly, so credit to him.

 

What IS disappointing is that billing tends to the source of so many of the issues presented here. It's a shame the changes required are not simple and quick to implement, but at least they are addressing what they can as they become aware of it.

 

 

What is disappointing is that users have to resort to back channels to get these issues resolved. I've benefited from this - and yes, it's been good for me. What about those customers who do not have GZ or the ear or the inner cabal?

 

What results for them is usually a terrible customer experience.

 

 

Social media isn't exactly "back" channels.

 

The issues are known by Vodafone and are being worked on. It's a huge thing to fix. Continuing to "observe" that they aren't there yet probably isn't really achieving much.

 

 

Whether you think GZ is a back channel or not, it only works because the main bulk of customers don't use it - if they did the GZ would become the same as the main channel  - swamped and clogged.

 

I was talking more widely than VF. FWIW I am not a VF customer, nor ever likely to be. 

 

If you need an insider to fix your problem, the system is broken.


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  # 2377824 18-Dec-2019 15:42
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elpenguino:

 

networkn:

 

elpenguino:

 

networkn:

 

dfnt:

 

I think its rather sad a CEO of a large telco needs to get involved so often to be honest...

 

 

 

 

As mentioned, it didn't REQUIRE the CEO himself to be involved, if it had been another of the VF people who frequent the forums, it would have been resolved as well. Jason was pinged directly, and responded directly, so credit to him.

 

What IS disappointing is that billing tends to the source of so many of the issues presented here. It's a shame the changes required are not simple and quick to implement, but at least they are addressing what they can as they become aware of it.

 

 

What is disappointing is that users have to resort to back channels to get these issues resolved. I've benefited from this - and yes, it's been good for me. What about those customers who do not have GZ or the ear or the inner cabal?

 

What results for them is usually a terrible customer experience.

 

 

Social media isn't exactly "back" channels.

 

The issues are known by Vodafone and are being worked on. It's a huge thing to fix. Continuing to "observe" that they aren't there yet probably isn't really achieving much.

 

 

Whether you think GZ is a back channel or not, it only works because the main bulk of customers don't use it - if they did the GZ would become the same as the main channel  - swamped and clogged.

 

I was talking more widely than VF. FWIW I am not a VF customer, nor ever likely to be. 

 

If you need an insider to fix your problem, the system is broken.

 

 

Yes - and this is exactly the situation that also applies to VF and the Vodafone TV Gen1 and Gen2. Solution by exception.





Sometimes I just sit and think. Other times I just sit.


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  # 2377828 18-Dec-2019 15:44
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What I see is that the bulk of VF customers don't need the back channels at all. The overseas call centre probably deals with less complex issues reasonably well. There is a known issue with the billing platforms which VF have acknowledged and vowed to fix, though of course, not instantly.

 

What VF isn't doing well right now, is identifying fringe cases which require some thinking out of the box and funnelling those to the team dedicated to this (X-Squad).

 

I haven't seen any recent evidence to suggest that the main way of dealing with queries is clogged or swamped, just that they don't know how, or lack the authority to solve items that are more complex. They certainly aren't alone in that! 

 

Escalation seems to be the main pain point.

 

What I do see, time and time again is the same people piling in with criticism of VF when it's not adding anything to the conversation.

 

 

 

 


 
 
 
 


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Ultimate Geek


  # 2378947 20-Dec-2019 07:25
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It would be really cool to get an update on whether or not the original root of this problem will be getting solved or some type of preventative measures will be put in place.





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Wannabe Geek


  # 2381566 26-Dec-2019 23:33
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To be honest it doesn't sound like Vodafone could have contacted you, even if they tried.

 

Wrong email, postal address and phone number. Debt worked in the end I suppose, in a weird twist of fate.


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  # 2381571 27-Dec-2019 00:21
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One minor note from reading the OP.
A 9 digit phone number is perfectly legitimate if it is a mobile number. There are still plenty of old numbers around.




Location: Dunedin

 


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  # 2381666 27-Dec-2019 11:56
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andrewNZ: ... A 9 digit phone number is perfectly legitimate if it is a mobile number. There are still plenty of old numbers around.

 

Oh yeah. I was assigned a new number in 2017 for the corporate account. I was really surprised that they still hand them out.





Please keep this GZ community vibrant by contributing in a constructive & respectful manner.


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Master Geek


  # 2386838 7-Jan-2020 15:45
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Vodafone assigns 9 digit mobile numbers to all business and on account personal customers


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  # 2386866 7-Jan-2020 16:36
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halper86:

 

Vodafone assigns 9 digit mobile numbers to all business and on account personal customers

 

 

@halper86 and 10 digit


87 posts

Master Geek


  # 2387459 8-Jan-2020 15:07
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Linux:

halper86:


Vodafone assigns 9 digit mobile numbers to all business and on account personal customers



@halper86 and 10 digit


And some 11 digit for prepay

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