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Topic # 28479 1-Dec-2008 15:19
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Sucks.

I put a request in via their horrid CS system, eventually using my hotmail address because every other address was apparently in their system, yet when trying to recover a new password was not in the system.

Anyway, that was the 21st. Today I got an update finally, that they are forwarding the request to the appropriate people there, but cannot give a definite time frame for it.

Now it is a plan, so its free to call customer services, except the 2 times I tried I didn't get an answer in an acceptable hold time.





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  Reply # 181539 2-Dec-2008 10:29
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Make note of all correspondence, times, names etc.

They're notorious for saying "We don't have a record of that" so best keep your own.




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  Reply # 181612 2-Dec-2008 16:54
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Think yourself lucky you got a response at all, many don't.



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  Reply # 181630 2-Dec-2008 18:03
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That's why I submitted it via a ticket, they cant claim to have not received it that way.

If they had answered in a reasonable time when I called it may not have needed to be done. I dont know how hard it can be to change to prepay from on account but since I have asked for it to be done then it should be back dated to the date of the request. If not then I have plenty of time to take it to disputes since I am now finished for the year ;)




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  Reply # 181631 2-Dec-2008 18:11
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They're a goddman train-wreck.
I've never been so anti one product/company, but your story is echoed by just about every friend & relative I know that is on Voda. All this effort goes into advertising and getting new customers but there seems to be ZERO in the way of a customer retention programme.




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  Reply # 181632 2-Dec-2008 18:16
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It would be easier for me to port to telecom prepaid then to change the account to a prepay with vodafone.

Hello? do you want to keep a customer? The only thing stopping me from taking it to telecom is that I dont want to buy a white elephant of a cdma handset to port it to.




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  Reply # 182502 6-Dec-2008 18:11
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I have had occasion to call the VF call centre a few times lately and what an experience that is. Firstly they ask you to enter in your phone # (I usually call from a landline), then your PIN. Then when you finally get to speak to somebody (an Egyptian in Cairo I guess - he admitted he was in the Verizon call centre there) they ask for your name, number and PIN again. Great system.

I wanted a copy of my online bill since their system kept on timing out when I tried to retrieve it. He had the same problem.  Next time I called I wanted to know if I could switch from my current plan to Mega. After being on hold for a while, was told that their system is down and they could not tell me!

Another time I had a query and they could not answer it during the call so said they would call back in 24 hours. I never got the callback at all.

It's getting bad. Are they getting complacent?  When Telecom brings out their GSM network I am going to be tempted to look elsewhere though it might mean purchasing a bunch of new handsets for the family.




System One: Popcorn Hour A200,  PS3 SuperSlim, NPVR and Plex Server running on Gigabyte Brix (Windows 10 Pro), Sony BDP-S390 BD player, Pioneer AVR, Raspberry Pi running Kodi and Plex, Panasonic 60" 3D plasma, Google Chromecast

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Reply # 182505 6-Dec-2008 18:40
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lchiu7: I wanted a copy of my online bill since their system kept on timing out when I tried to retrieve it. He had the same problem. 


Many times in the last three months my wife tried to check the amount to pay (on account) and their servers were timing out.





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  Reply # 182514 6-Dec-2008 19:38
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freitasm:
lchiu7: I wanted a copy of my online bill since their system kept on timing out when I tried to retrieve it. He had the same problem. 


Many times in the last three months my wife tried to check the amount to pay (on account) and their servers were timing out.



Plus I didn't ask for paperless billing (it is supposed to be an option) and yet they moved to electronic and then didn't even send me a text to say the bill was due! I only got an overdue bill SMS :(




System One: Popcorn Hour A200,  PS3 SuperSlim, NPVR and Plex Server running on Gigabyte Brix (Windows 10 Pro), Sony BDP-S390 BD player, Pioneer AVR, Raspberry Pi running Kodi and Plex, Panasonic 60" 3D plasma, Google Chromecast

System Two: Popcorn Hour A200 ,  Oppo BDP-80 BluRay Player with hardware mode to be region free, Vivitek HD1080P 1080P DLP projector with 100" screen. Harman Kardon HK AVR 254 7.1 receiver, Samsung 4K player, Google Chromecast

 


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  Reply # 183263 10-Dec-2008 09:25
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In the future put your contact details in this kind of post. Many VFNZ employees monitor these kind of sites ;)

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  Reply # 183285 10-Dec-2008 10:56
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EnzoYug: In the future put your contact details in this kind of post. Many VFNZ employees monitor these kind of sites ;)


I would prefer not to put my contact details in a public web site. if they want to contact me they can PM me for details




System One: Popcorn Hour A200,  PS3 SuperSlim, NPVR and Plex Server running on Gigabyte Brix (Windows 10 Pro), Sony BDP-S390 BD player, Pioneer AVR, Raspberry Pi running Kodi and Plex, Panasonic 60" 3D plasma, Google Chromecast

System Two: Popcorn Hour A200 ,  Oppo BDP-80 BluRay Player with hardware mode to be region free, Vivitek HD1080P 1080P DLP projector with 100" screen. Harman Kardon HK AVR 254 7.1 receiver, Samsung 4K player, Google Chromecast

 


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  Reply # 183354 10-Dec-2008 17:52
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Is Vodafones call centre on holiday today?

Tried calling their call centre 4 times. Go through the IVR options and eventually when it rings to a CSR, the call appears to be answered but no one responds on the other end.

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  Reply # 183369 10-Dec-2008 19:12
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Well I actually managed to get through today. The answer I got wasn't entirely satisfactory but at least I spoke to somebody!




System One: Popcorn Hour A200,  PS3 SuperSlim, NPVR and Plex Server running on Gigabyte Brix (Windows 10 Pro), Sony BDP-S390 BD player, Pioneer AVR, Raspberry Pi running Kodi and Plex, Panasonic 60" 3D plasma, Google Chromecast

System Two: Popcorn Hour A200 ,  Oppo BDP-80 BluRay Player with hardware mode to be region free, Vivitek HD1080P 1080P DLP projector with 100" screen. Harman Kardon HK AVR 254 7.1 receiver, Samsung 4K player, Google Chromecast

 


My Google+ page 

 

 

 

https://plus.google.com/+laurencechiu

 

 


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  Reply # 183443 11-Dec-2008 07:36
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I'm really not looking forward to coming back to NZ!

As a comparison, here in the UK there are five "real" mobile providers (i.e. not counting the multitude of carriers that piggyback of the big four) and their customer service is, overall, pretty good. The prices are still outrageous (15p for a text, convert that to NZD) but CS does call back and their online stuff is really good. I can only speak for T-Mobile, but I guess all the carriers are similar.

It's strange, because service provided by every other company is usually piss poor!

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