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combers

9 posts

Wannabe Geek


  #186310 27-Dec-2008 20:22
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Hi guys,

Again, thanks for the input.  Your comments have given me cause to reflect and consider what exactly it was about my experience that caused me to get upset.  And you are right... a suggestion to talk to a competitor, if delivered in the correct manner could be seen as good customer service.

Unfortunately, the way I was told was more along the lines of "we really don't care - if you want someone to help you, or a decent level of service, go to Telecom" rather than "this situation is unfortunate. as much as we would like to be of assistance, there is nothing we can do - perhaps telecom can help you out".  I would have still been surprised to be told the latter, but agree it would be unreasonable to take offence at the suggestion.  Delivery matters.

If Mr Brislen (sorry if I spell the name incorrectly) reads this and wants more information, I will provide it.  Otherwise I will chalk the experience up to being a lesson in how not to deal with customers. 

Happy New Year

Sean





richgamer
224 posts

Master Geek
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  #186331 27-Dec-2008 23:39
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why on earth would you transfer your personal number to your employer anyway? If your employer wants to pay your phone bill then just tell him to transfer money to you so you can pay it. was this in your contract?

 
 
 
 


nzbnw
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  #186356 28-Dec-2008 11:08
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richgamer: why on earth would you transfer your personal number to your employer anyway? If your employer wants to pay your phone bill then just tell him to transfer money to you so you can pay it. was this in your contract?


Because some companies get special deals from the telco's they won't get if the phone is under a different account name, and when you have a large number of employee's what you suggest is just too much work.

Just by comparison, if this was a Telecom request, once it was all approved 10-15 mins.



nzbnw







richgamer
224 posts

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  #186372 28-Dec-2008 15:37
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then the company should just spend $200 and buy the employee a work cellphone. i'd never transfer my personal cellphone account to the company.

nzbnw:
richgamer: why on earth would you transfer your personal number to your employer anyway? If your employer wants to pay your phone bill then just tell him to transfer money to you so you can pay it. was this in your contract?


Because some companies get special deals from the telco's they won't get if the phone is under a different account name, and when you have a large number of employee's what you suggest is just too much work.

Just by comparison, if this was a Telecom request, once it was all approved 10-15 mins.

nzbnw


nzbnw
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  #186383 28-Dec-2008 16:46
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richgamer: then the company should just spend $200 and buy the employee a work cellphone. i'd never transfer my personal cellphone account to the company.


Yes, and that would be your choice. However some people don't want to carry an extra phone, and hence this sort of arrangement.

Anway we are going OT.

nzbnw








kfella2000
495 posts

Ultimate Geek


  #186616 30-Dec-2008 01:36
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I would personally PM Paul Brislen with the details of the shop and the CSR in that shop. If it turns out that the shop isnt owned by Vodafone like Mauricio said then if you still feel strongly about the situation then go back to the shop and talk to the store manager as I think most managers would like to know if their sales reps are sending people to the competition. Especially ones with a dont care attitude.

tonyhughes
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  #186619 30-Dec-2008 08:23
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richgamer: why on earth would you transfer your personal number to your employer anyway? If your employer wants to pay your phone bill then just tell him to transfer money to you so you can pay it. was this in your contract?


richgamer: then the company should just spend $200 and buy the employee a work cellphone. i'd never transfer my personal cellphone account to the company.


Really, what planet are you on man?

I really think you need to stop, and look at Earth in particular before you come out with some of the most random things I see under your name.


Many employers will NOT pay benefits to their employees, because of tax implications, and the headache of either sighting a bill every month (for hundreds of employees that could be 2 full days of work) OR paying a set amount, and have employees unhappy when they go over due to work usage, or wasting money by employees getting say $100 a month when their phone bill might only be $40.

I have worked in places where we got a set amount per month. I was always over, but had a lot of personal use as well. Others would almost never use their phone for outgoing, always used work or customer landlines, and treated the phone payment like a pay rise.

$200 for a work cellphone. Thats a low arbitrary number. What about those who require a stylish phone because as an exec, the company image demands it? What about me - I require a PDA to hook up to Microsoft Exchange, and provide mobile broadband for my laptop. Show me a $200 phone that does that.

"Just tell him [Your employer] to transfer money to you"
bwahahahaha
, if one my team came and "just told me" I would laugh, and the answer would be "No".

We have a corporate plan, and for key staff where the mobile number is customer facing, we do not allow people to bring their own number in (unless they are a contractor or franchisee instead of an employee). This avoids unpleasantness if/when people leave, as we dont want our business walking out the door with our mobile numbers.










 
 
 
 


Dixm
13 posts

Geek


  #186653 30-Dec-2008 11:39
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well if its any consolation - staff at vodafone have to transfer there account across or get a new number and pay for their own account themselves - then when they leave it can take days to get the account seperated out again too. Depending on how complex the company account is, it can take a fair bit to get you off it. If there is a talk zone or vpabx product involved it takes ages to get that reconfigured just in itself.

As noted most "vodafone" stores are actually ds wireless or similar, and they tend to be less brand orientated than the actual vodafone staff. Not the best but that is reality.

Its a shame you got such a bad experience, hopefully everything else will be great from here on.
 
Notes: Apply to pretty much every cs exchange really.

1 always get the name of the person you are talking to, and who they actually work for!

2 always ask for the incident/event identy number

3 do not be afraid to ask for a different person if the person you are speaking to is not meeting your expectations. Staff have different skill sets - you may have just got the wrong person for what you need.

4 understand no can be an answer, but it does not have to be the result. Somethings can not be done exactly as you might want - but there is always something that can be done to make things better.

5 50% of people are below average intelligance. Chances are if you think the person talking to you is an idiot, they are thinking the same thing :)

6 The most important one. Be nice, be clear, be positive. 


 

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