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Aaroona

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  #179759 23-Nov-2008 23:28
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cokemaster: 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.


Thanks for you reply.

Yeah I couldn't agree more.

Its just lucky Geekzone was here to fall back on as such, otherwise I'd still be waiting and getting no-where.


But like everyones said. It should have just been done. The process isnt working, and that needs to change.

and that is plain and simple :)





marmel
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  #179764 23-Nov-2008 23:34
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Good points there Mauricio about the process and what needs to improve but as I have mentioned before if you run a company in a country the size of NZ and make in excess of 500 million a year in profit where is the incentive to change?

 
 
 
 


Aaroona

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  #179766 23-Nov-2008 23:36
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marmel: Good points there Mauricio about the process and what needs to improve but as I have mentioned before if you run a company in a country the size of NZ and make in excess of 500 million a year in profit where is the incentive to change?


Extremly sad, but very true point.


EDIT:

Just to add to that.

To be honest, I dont think its the process, I think its people not following protocol in this case. correct me if im wrong.





cokemaster
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  #179768 23-Nov-2008 23:37
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marmel: Good points there Mauricio about the process and what needs to improve but as I have mentioned before if you run a company in a country the size of NZ and make in excess of 500 million a year in profit where is the incentive to change?


I'm sure once Telecoms WCDMA network comes out, they'll find a reason to. One way or another.




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Aaroona

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  #179769 23-Nov-2008 23:38
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cokemaster:
marmel: Good points there Mauricio about the process and what needs to improve but as I have mentioned before if you run a company in a country the size of NZ and make in excess of 500 million a year in profit where is the incentive to change?


I'm sure once Telecoms WCDMA network comes out, they'll find a reason to. One way or another.


Yeah, I cant wait till its released fully.

It should hopefully change a couple of things.





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#179771 23-Nov-2008 23:43
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Ironically, if you use your 3G iphone - you'll get better coverage (97% of where NZ work and play) on Telecoms 850mhz WCDMA network than you'll get on Vodafones 2100mhz (NZ herald says only 63% in linked article) network.




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Aaroona

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  #179772 23-Nov-2008 23:44
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cokemaster: Ironically, if you use your 3G iphone - you'll get better coverage (97% of where NZ work and play) on Telecoms 850mhz WCDMA network than you'll get on Vodafones 2100mhz (NZ herald says only 63% in linked article) network.


That IS ironic. :|


Well, Bring it on Telecom!





 
 
 
 


VFNZPaulBrislen
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  #179791 24-Nov-2008 08:36

For future reference:

ALWAYS ask for the case number if a CSR says they're escalating.

ALWAYS write it down and keep it somewhere safe.

RING back and ask for a progress update (don't just let it sit).

If you're the squeaky wheel you get a result.

This isn't a Vodafone thing, this is how it is with call centres anywhere.

Cheers

Paul




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http://forum.vodafone.co.nz


Aaroona

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  #179848 24-Nov-2008 11:50
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PaulBrislen: For future reference:

ALWAYS ask for the case number if a CSR says they're escalating.

ALWAYS write it down and keep it somewhere safe.

RING back and ask for a progress update (don't just let it sit).

If you're the squeaky wheel you get a result.

This isn't a Vodafone thing, this is how it is with call centres anywhere.

Cheers

Paul


Yeah, well I was being a squeaky wheel. The only thing I was missing was the case numbers.

Other than that I had called in at least 10 times trying to get information, and while I do grant the fact that the CSR's weren't trained to fix my specific issue, there was still something wrong with the whole situation.









pebbles
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  #179852 24-Nov-2008 11:59
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IMO its not just a vodafone thing, I mean I've had a similar situation with TCL where you have to continually call back and nothing happens! Having worked in a call centre I will admit sometimes you just forget as you get so busy even though you really did have the best intentions or something similar. 
Good on JohnR for jumping on the problem and fixing it so quickly though! Its obvious that although their CSR's may be lacking the real brains of the company aren't :)







Aaroona

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  #179856 24-Nov-2008 12:08
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pebbles: IMO its not just a vodafone thing, I mean I've had a similar situation with TCL where you have to continually call back and nothing happens! Having worked in a call centre I will admit sometimes you just forget as you get so busy even though you really did have the best intentions or something similar. 
Good on JohnR for jumping on the problem and fixing it so quickly though! Its obvious that although their CSR's may be lacking the real brains of the company aren't :)


Oh I agree, its just that it happens to be Vodafone in the firing line this time..
The only issue I have here is that I did talk to more than just 3 CSR's. So there should ahve been some sort of result. Instead of ALL of them forgetting. that part seems a little bit of a stretch.

But yes, definitely a big thanks to John for getting to it so quickly and resolving the issue.





marmel
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  #179862 24-Nov-2008 12:42
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PaulBrislen: For future reference:

ALWAYS ask for the case number if a CSR says they're escalating.

ALWAYS write it down and keep it somewhere safe.

RING back and ask for a progress update (don't just let it sit).

If you're the squeaky wheel you get a result.

This isn't a Vodafone thing, this is how it is with call centres anywhere.

Cheers

Paul


You are quite right there Paul, this isn't just a VF thing and I do have my home phone, broadband and cell with VF. I am astounded though that even you admit that you have to be a squeaky wheel to get a result.

WHY?????????

Why aren't call centre's able to do what they are supoosed to, HELP people instead of just selling products and upgrades?

Just because this is how call centre's are does not mean that it's right, it's not, it's just plain wrong.

Funding call centre's for companies the size of VF and telecom should not be used as an excuse either, if you are making huge profits how about diverting a little more to the call centre's or at least training the staff you have to take some personal RESPONSIBILITY for their customers and do what they promise whether it be a call back or an escalation.

EDIT: get more staff like JOHNR, he appears to have some passion for what he is doing and takes problems on board to get them resolved.

VFNZPaulBrislen
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  #179865 24-Nov-2008 13:02

Listen, if I could clone JOhnR I would...

well, maybe not.

But JohnR has been with Vodafone for seven years and has a wealth of knowledge tied up in his head. Or somewhere.

We do have people with that level of experience in the front-line business. Joseph, who is working on the Vodafone Forum, has been with the company for seven or eight years in a variety of support roles and is making a huge impact every day.

But not every CSR is going to be like that. In NZ call centre/support is not seen as a career by most people and the turn over rate is quite high. I don't like that any more than you do, believe me. I'm just not sure there's anything we can do about it.

Cheers

Paul




Paul Brislen
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http://forum.vodafone.co.nz


johnr
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#179886 24-Nov-2008 14:11
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But JohnR has been with Vodafone for seven years and has a wealth of knowledge tied up in his head. Or somewhere


Almost 9 years

Don't hold it against me please

ajw

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  #179917 24-Nov-2008 15:39
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Aaroona:
cokemaster: Ironically, if you use your 3G iphone - you'll get better coverage (97% of where NZ work and play) on Telecoms 850mhz WCDMA network than you'll get on Vodafones 2100mhz (NZ herald says only 63% in linked article) network.


That IS ironic. :|


Well, Bring it on Telecom!



Bring it on NZ Comms. In the Wellington region NZ Comms cellsites are like new mushrooms and are sprouting everywhere on a regular basis.

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