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Aaroona

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#28243 23-Nov-2008 21:19
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Where do I start.
To start, here are some details of my current plan etc.

I'm on the Mega plan ($40 a month), previously to that I was on prepay for 5-7 years.


Currently, I have 2 faults logged with Vodafone.
Tomorrow morning, its going to be 3 faults.

1. Caller ID (iPhone related)
2. Caller ID (VODAFONE related)
3. Caller ID (VODAFONE related)

1. Vodafone have apparently "passed" on the information for this case.. Still waiting to hear back from them (the fault was logged about 6-8 weeks ago)

2. Caller ID: I cannot restricted my Caller ID when making out going calls. It keeps coming up with call failed. This started happening about 5-6 weeks ago when all of a sudden, all my calls were being redirected to some randoms number and my caller ID restriction started playing up.
Fault was logged a few days after it started.
They fixed my call redirection problem, only to have it start again 2 days later.


3. Now, when I get phone calls from numbers who haven't got their ID restricted. I can not see their number. It just comes up as "Unknown.' and nothing more.
I tried my SIM card in a different phone only to achieve the same results (in other words, nothing).


STILL im waiting for calls for faults 1 and 2. Now im going to wait a lifetime for a call about fault 3.

To be honest, I'm getting sick of Vodafone and their screw ups. They are making life for me rather difficult and I lost important phone calls when they redirected my bloody calls to someones number!

They clearly aren't too worried about what's happening with their customers. Otherwise they would have done something about this.

If anyone has some answers for me, please feel free to share them.


UPDATE:

Just to let everyone know:

John just looked into it for me and has fixed problems 2 and 3! within a matter of 5 minutes.

Thanks again John!!


While I was on the phone to him, he also explained to me the details of the problem etc. which was good so I knew what had happened.





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johnr
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  #179719 23-Nov-2008 21:26
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PM me your mobile number if you are happy to and I will have a look at the setup in the HLR

John

Aaroona

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  #179721 23-Nov-2008 21:29
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johnr: PM me your mobile number if you are happy to and I will have a look at the setup in the HLR

John


Have just sent one through now.





 
 
 
 


johnr
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#179729 23-Nov-2008 21:47
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Fixed

manhinli
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  #179730 23-Nov-2008 21:49
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johnr: Fixed

That was quick...

... and by the way, the link to the VF Forum is broken with the "www." in front :)




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johnr
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  #179731 23-Nov-2008 21:51
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manhinli:
johnr: Fixed

That was quick...

... and by the way, the link to the VF Forum is broken with the "www." in front :)


Cause I know what I am doing,

CSR would not have been able to resolve those issues 2&3

John

Aaroona

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  #179732 23-Nov-2008 21:53
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manhinli:
johnr: Fixed

That was quick...

... and by the way, the link to the VF Forum is broken with the "www." in front :)



Tell you what, absolutely pleased with the outcome now.

Good on you John!


Just to let everyone know:

John just looked into it for me and has fixed problems 2 and 3! within a matter of 5 minutes.

Thanks again John!!


While I was on the phone to him, he also explained to me the details of the problem etc. which was good so I knew what had happened.


Now that is fantastic support! :P


Cheers





freitasm
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#179734 23-Nov-2008 21:55
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Thanks John

johnr:
CSR would not have been able to resolve those issues 2&3

John


So why didn't the CSR say something like "Sorry I can't do it but I am escalating this right now?" and have things actually done?

This is what I keep saying to you and Paul. The customer services is not working when things are not done...




 

 

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johnr
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  #179735 23-Nov-2008 21:56
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No problem glad I could help and did not even have to get my backside out of bed

Johnr

Aaroona

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  #179736 23-Nov-2008 21:56
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freitasm: Thanks John

johnr:
CSR would not have been able to resolve those issues 2&3

John


So why didn't the CSR say something like "Sorry I can't do it but I am escalating this right now?"


Just to jump in there:

They did say they escalated it.. but never heard a thing back from them.





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  #179737 23-Nov-2008 21:57
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freitasm: Thanks John

johnr:
CSR would not have been able to resolve those issues 2&3

John


So why didn't the CSR say something like "Sorry I can't do it but I am escalating this right now?"


I can't answer that trust me I wish I could,

I know its trained to them and there is alot of information in the intranet to help them,

John

freitasm
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  #179738 23-Nov-2008 21:58
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Ok, so either the CSR never really escalated (nothing unheard of, since many people get promises of call back that never happen) or the next level up is not really doing their work.

Either way I have the impression things "get lost" very easily when they shouldn't.

It's easy to make a customer happy: do it right.




 

 

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johnr
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  #179739 23-Nov-2008 21:59
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Aaroona:
freitasm: Thanks John

johnr:
CSR would not have been able to resolve those issues 2&3

John


So why didn't the CSR say something like "Sorry I can't do it but I am escalating this right now?"


Just to jump in there:

They did say they escalated it.. but never heard a thing back from them.


Ask for job numbers and they can be tracked very easily.

John

freitasm
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  #179740 23-Nov-2008 22:01
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Also, before Paul comes again saying I am being biased - the whole idea is that things should work. It's not Vodafone, and not their people - I would point the same if it was any other company.

It is the proces that is faulty. Things don't seem to happen. That's all.





 

 

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Aaroona

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  #179744 23-Nov-2008 22:11
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johnr:
Aaroona:
freitasm: Thanks John

johnr:
CSR would not have been able to resolve those issues 2&3

John


So why didn't the CSR say something like "Sorry I can't do it but I am escalating this right now?"


Just to jump in there:

They did say they escalated it.. but never heard a thing back from them.


Ask for job numbers and they can be tracked very easily.

John


Yeah, I will next time (touchwood there wont be one, though)


freitasm: Ok, so either the CSR never really escalated (nothing unheard of, since many people get promises of call back that never happen) or the next level up is not really doing their work.

Either way I have the impression things "get lost" very easily when they shouldn't.

It's easy to make a customer happy: do it right.


yeah, hard to say. I mean I find it hard to believe that it would have taken 5-6 weeks to get this sorted, when John had it fixed in 5 minutes.


I grant that maybe not all staff know what John knows, but I would have thought maybe 1 week turn around would have been acceptable - assuming that all protocols were followed correctly.

EDIT: (E.g escalating the issue/s to the correct department)





cokemaster
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  #179758 23-Nov-2008 23:25
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It should be a fair expectation for them to give you a reference number, expectation of whats happening, and a timeframe for them to contact you back.

At the end of the day, if they say 'Oh we are going to pass it to our second level support', they should mean it. When you call, they should 'own' the case (even if that means calling you to tell you "Hey, second level haven't resolved the issue yet, I'm going to follow it up with them" ) - having to resort to posting on geekzone shows that the process isn't working for some.




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