If we can't talk to a CS - Make sure SelfService actually WORKS

Forums › One NZ (including Farmside) › If we can't talk to a CS - Make sure SelfService actually WORKS

Aaroona

3204 posts

Uber Geek
+1 received by user: 169

#28115 18-Nov-2008 23:46

Well,

seems that Vodafone ARE completely useless.

I rang at 8pm tonight because Vodafone's selfservice wasn't working (like usual) to get my text and minutes balance. (777 actually put me through automatically because they couldnt "process my request")

Only to find that the CS guy that answered said "im sorry, we cant do anything because its after hours."

I mean how stupid is this? Im not saying Vodafone doesnt have a right to close at 7, but they should at least make sure there stupid selfservice options work properly.

I try texting BAL to 777, I get "sorry, we cant process your request. Please try again later."

I try online, their online meter doesnt even give you the text balance, OR it just tells me "Im sorry, we cannot process your request at this time. Please try again later."

I try ringing 777, only to be put through to "Customer Service"

Vodafone doesnt seem to be any help when asked about this. They just say "if you wait, it will work."

Problem is, I don't have time to sit on my backside all day like they can (and some others) and wait for it to work.

Is anyone else having this same issue?

A comment or two from direct Vodafone staff wouldnt go a miss either, to be honest.

Seems Vodafone have been getting a lot of complaints (well, more than usual) lately.

On that note. Im STILL waiting (after 3-4 weeks) for them to get back to me about my Caller ID problem. I was told around 5 days to hear from then.

What a joke.

RedJungle

Phil Gale
1108 posts

Uber Geek
+1 received by user: 46

Trusted

Red Jungle

Subscriber

#178765 19-Nov-2008 10:51

I keep an eye on the RSS feed from the 'Network issues' forum on their site - which will usually let you know if they are having issues with 777 etc.

bender

220 posts

Master Geek
+1 received by user: 17

#178998 20-Nov-2008 09:03

I agree - I'm on account so I don't get taxed $1 each time I call, but the self service options seem to be down more than they are up. On Monday I couldn't use the My Vodafone website, which was fixed about the end of Monday. At the same time I called 777 to sort out an automatic credit card payment that hadn't gone through (they've had me sending new VCC forms for months now - does no one else have this problem?!) and their response was that someone would call me back in a few hours when my problem had been resolved (they tell me this every month). It's 4 days later now... still no response.
I've basically resolved that the only way to get them to do something about this is to refuse to pay my bill until they can actually bill my credit card correctly. Each time I call and they say my VCC will be "fixed" in just a few hours, they ask if I want to make a manual payment instead. When you're a telco your most critical asset is your billing system, if you can't bill customers then you don't have a business.

Aaroona

3204 posts

Uber Geek
+1 received by user: 169

#179154 20-Nov-2008 23:02

bender: I agree - I'm on account so I don't get taxed $1 each time I call, but the self service options seem to be down more than they are up. On Monday I couldn't use the My Vodafone website, which was fixed about the end of Monday. At the same time I called 777 to sort out an automatic credit card payment that hadn't gone through (they've had me sending new VCC forms for months now - does no one else have this problem?!) and their response was that someone would call me back in a few hours when my problem had been resolved (they tell me this every month). It's 4 days later now... still no response.
I've basically resolved that the only way to get them to do something about this is to refuse to pay my bill until they can actually bill my credit card correctly. Each time I call and they say my VCC will be "fixed" in just a few hours, they ask if I want to make a manual payment instead. When you're a telco your most critical asset is your billing system, if you can't bill customers then you don't have a business.

That is actually quite dreadful.

It seems as though more and more customers are slipping through the cracks? wouldnt you agree?

BTW, im still waiting for them to fix my problem. 4 (nearly 5) weeks and counting!

Im actually thinking of laying a complaint and see where that gets me. because doing what im doing now isnt working, clearly.