Vodafone has finally reached rock bottom for us...

Forums › Vodafone New Zealand › Vodafone has finally reached rock bottom for us...

dpw

812 posts

Ultimate Geek
+1 received by user: 13

Trusted

Topic # 26966 8-Oct-2008 20:53

Ok, I know there have been complaints about Vodafone customer service but I have always kept a positive outlook...until now.

Some early July my partner was offered a deal on account and she switched over from Prepay. Ever since then things have been going downhill.

1. Her voice message service was basically disabled - completely absent! She has rung four times, each time being told that it was sorted, and still no voice mail.
2. She no longer gets the free txt to notify of missed calls.

So far not a single soul has been able to fix this for her. We're at a bit of a loss as to the next step. What can she do to get her voicemail back? This is such a basic feature but these four people have made Vodafone look like a bunch of utter incompetent monkeys. Each one of them has said "Yes, we can see you've called about this before and now we've fixed it". What the......?!?! Surely this can't be right!

Any advice anyone? What do we do next?

Cheers,
D.

Android user, software developer, a semi-typical (not a gamer) geek, and a Bernese Mountain Dog nut!

http://savitarbernese.com | https://nz.linkedin.com/in/danywu

johnr

19282 posts

Uber Geek
+1 received by user: 2600
Inactive user

Reply # 169981 8-Oct-2008 20:55

PM me the details and I will fix it tomorrow morning

and the reason why no " who called " SMS is cause it works off voice mail

John

dpw

812 posts

Ultimate Geek
+1 received by user: 13

Trusted

Reply # 170005 8-Oct-2008 22:08

Thanks John, obviously tomorrow morning was not early enough for you :o)

The problem is all fixed now - turned out to be a problem during migration from prepay to on account which was not actually visible to the CSRs at all. Is that a correct description John?

Thanks again.

Android user, software developer, a semi-typical (not a gamer) geek, and a Bernese Mountain Dog nut!

http://savitarbernese.com | https://nz.linkedin.com/in/danywu

johnr

19282 posts

Uber Geek
+1 received by user: 2600
Inactive user

Reply # 170008 8-Oct-2008 22:13

Correct it would of looked fixed to the CSR but in the core it was not

Issue all fixed now

:O)

GJB21

55 posts

Master Geek

Reply # 170436 10-Oct-2008 15:49

Heartily agree.
Agreed to overtures from VF sales to convert business lines and broadband to VF and to upgrade mobiles to new plans.
New mobiles arrived - wrong numbers on them - that was 10 days ago. Carried on using old phones while they sorted it only to have old phone cut off yesterday (SIM failing to register) so now no-one can call me as new phone still has wrong number on it.
Dealer who supplied them frustrated as we are at lack of service and runaround from VF "Service" Desk. Other staff still using old phones and we are being billed by VF for both old and new ones.
Transfer of business lines went reasonably well after I picked up that they had left one off the transfer list (which had been supplied in writing and with a copy of previous accounts).
Transfer of broadband is still in limbo - iHug set it up on the wrong line - hopefully they will get that sorted before Xtra chop the old service.
The only thing that has happened on schedule is the arrival of the invoices for the new service. I guess that emphasises the sort of organisation they are and where the real effort goes. We rely on our communications as we run a 24/7 service business. I am feeling we have made a big mistake entrusting that to them.

GJB21

55 posts

Master Geek

Reply # 171115 14-Oct-2008 18:25

Update: yes they did screw our broadband as well - in spite of being told they were provisioning it on the wrong line they went ahead and we have had no broadband for the past 4 days - "it might be fixed late tomorrow".

We are a 24/forever service business and they have screwed both our mobile and web access and no-one at VF seems to give a .......

Looking back through this forum I see we are not alone in this experience, and talking to the help-desk people confirms it.

The Vodafone apologists say "we fix most problems quickly" - unfortunately they screw up even more quickly and frequently, and completely overlook the fact that with a half-decent process and a bit of care they could avoid the problems in the first place.

Don't make the same mistake we did of trusting them to support your business. You'd do better with a pigeon and a pad.

amiga500

908 posts

Ultimate Geek
+1 received by user: 218

Reply # 173423 24-Oct-2008 19:25

'pigeon and a pad' love it!!