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Wannabe Geek


Topic # 31246 10-Mar-2009 13:06
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I found your blog looking for someone to get some "vent" time over Vodafone's awful service.

I joined last year in October for their 3G (1GB) Wireless Broadband for $59.95, then realised two days later than the 3GB would be better, so called customer service to upgrade.? Two hours later, my internet was disconnected.? I called up and was told I had been barred because I had a $400 bill???? and that they couldn't tell me why, because they wouldn't know until the bill came out.? When did the bill come out? - November 2nd (4 weeks away).? AGHH!? So, after about 10 phone calls and 2 emails to complaints - and 5 weeks - and being told 5 times I would be refunded (and 4 times wasn't!) got that sorted.? Phew!? All okay now?? No.

Over the next four months I kept on getting errors, issues and really bad advice from the customer services, to the extent that I disconnected at the end of January.? GOOD RIDDANCE!!? And I had to pay $500 disconnection.? Fine, that's my deal.

I sent my feedback to Vodafone though, giving details, dates, amounts and that I was really unhappy, and that I wanted to know what they had to say, to test if I wanted to consider using their products again.?

Reply:
Dear James

Thank you for your email.

It is disappointing to hear of your recent experience.

We are extremely grateful that you have taken the time to contact us with this feedback. This will be channelled to the appropriate department(s). Please keep in mind that they may not be able to contact you directly.

James, please accept my sincere apologies for the inconvenience and do hope future correspondence with Vodafone New Zealand will be of a high level of service to which Vodafone prides Customer Service and values all customers.

Yours Sincerely
{Name removed}
Vodafone customer Support

WHAT?????? So I forwarded the reply and further feedback to Complaints AND Russell Stanners.? WOW - suddenly I get a phone call with the head of complaints, {Name removed}, telling me that the reply was not good enough and that he would discipline {Name removed}.? He also told me that in the eight years at Vodafone, he has seen it go from a great company to going over the rocks, and that they receive heaps of bad feedback about Vodafone Egypt (who does their call centre).? Great - thanks {Name removed}.? He also offered to refund me $500 - that was good - catch - I had to return the vodem.? Ok, my fault, I chucked it away two weeks earlier after disconnecting, so I surrendered and thought, oh well, end of story.? Phone call ended.? Then I thought - hang on, no one told me to keep it AND looked up the price of a new Vodem - $249???

So I wrote back, proposing that they pay me $251 and we all go home and leave it at that, and I believe Vodafone actually might do some good.? No reply to email.? No reply to his cellphone (which he called me on).? No reply to subsequent email.? Hmmm.? Two weeks later???? Nothing.

So - if you want to get a direct line, call {Name removed} on 021 {number removed}, or else include russell.stanners@vodafone.com and you'll probably get a really quickl reply (3 days instead of 20).

GRRRRR.





{MOD EDIT : SP : Personal details removed. Russell's left in as we all know his name and who he is}

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  Reply # 200429 10-Mar-2009 16:11
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Ok, you're frustrated - that's cool.

HOWEVER ... This isn't he place to vent your frustrations as you have done, as it looks more like a rant than anything else. Geekzone is a community of people here to help each other - in the past we have had threads start off about one company's substandard service and we've seen them develop into multi-page tirades that criticize everything.

Again, I understand that you're frustrated - but this really isn't the place. As you're having no joy with Vodafone, have you considered calling the Telecommunications Disputes Resolution service? They can be called on 0508 98 98 98. Smile




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Wannabe Geek


  Reply # 200523 11-Mar-2009 08:31
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Yeah, you're right apologies - I had bottled up tonnes of bad feeling over the past five months -


however what I really wanted to say is that it's just a shame big companies seem to "shut off" their communication channels via overseas call centres (who I think do a good job, but have virtually bugger all power to do anything) - and also all I ever wanted from Vodafone was someone to say "I'm really sorry.  That must have been bad for you.  I will do everything I can to make sure that doesn't happen again."


Instead, in about 30 interactions, only one lone call centre person empathised, all the others blamed the call centre or technical services or billing services - or the great one - the head of complaints saying that his complaints team member "would get a good talking to, I can assure you that" - when all I wanted was for him (who like all others that work there are basically Vodafone talking) to say "I'm sorry.  I really am.  We haven't done what we are supposed to.  I'm going to sort this out."


So please - Vodafone - I'm aware you'll be trawling this forum - please can you just realise that sometimes all we want is a human voice to say "sorry" or "how can I help" and mean it, otherwise you really do sound like you just don't care about your customers, and at this point, I have lost trust enough to not ever want to use Vodafone again if I can help it.


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  Reply # 200527 11-Mar-2009 08:50
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http://forum.vodafone.co.nz/

'nuff said :)




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  Reply # 200529 11-Mar-2009 09:02
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James1471: Yeah, you're right apologies - I had bottled up tonnes of bad feeling over the past five months - however what I really wanted to say is that it's just a shame big companies seem to "shut off" their communication channels


I wouldn't be sorry. Sure wouldn't want Geekzone to have 100% complaints, but I seriously distrust large companies by default in terms of services and agree with your feelings.

Are large companies created to offer bad service? Obviously not. Are people working for those companies trying to offer you a bad service? Not really.

What happens is that most large companies have poor systems and processes and when you get someone to initiate something for you, the next link in the chain of communications will break - there's no records of your requests, or their tools won't allow them to do the necessary actions, and so on.

Worst: most companies don't have someone responsible for this. No one says "the bucket stops here now".

This is not with Vodafone only, but I see a lot of complaints towards Vodafone here and when talking to people I know.

I told Paul many times and posted on Geekzone before: Vodafone has a communication problem with their customer. They spend lots of money in providing services, but no customer services.

At the end of the day if any customer needs to go to Fair Go or post on a public forum to get a little attention to have a problem solved then the company is failing to provide customer service.

Now I am ready for the usual retaliation.




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  Reply # 201492 16-Mar-2009 20:53
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yes they do have very bad service today my iphone got cut off i do not know why or how so give them i call and then they say it was odd for them too so they say whats your other number so i can call you tomoorrow on how it is going. and then i whated an update or know whats going on so i called them and they say the number not working no more. and thats all they can help me with..




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  Reply # 201733 17-Mar-2009 20:42
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xpd: http://forum.vodafone.co.nz/

'nuff said :)


I hear they delete posts there though :)

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  Reply # 201737 17-Mar-2009 20:53
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rphenix:
xpd: http://forum.vodafone.co.nz/

'nuff said :)


I hear they delete posts there though :)


Well you heard incorrect

The only posts that get deleted from the vodafone forums are spammers and also I have deleted a post by someone that use to hang out on the GZ forums and has got banned more than once!

Also I know of one other post that was deleted cause it contained a image with private information for a company

We have people write there feelings all the time its OK we don't mind and alot of people I feel have had some great support

John

Admin / mod vodafone forums


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  Reply # 201739 17-Mar-2009 21:10
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johnr:
rphenix:
xpd: http://forum.vodafone.co.nz/

'nuff said :)


I hear they delete posts there though :)


Well you heard incorrect

The only posts that get deleted from the vodafone forums are spammers
...

We have people write there feelings all the time its OK we don't mind and alot of people I feel have had some great support

John

Admin / mod vodafone forums



Excellent! to hear.

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  Reply # 201740 17-Mar-2009 21:12
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James1471:

Yeah, you're right apologies - I had bottled up tonnes of bad feeling over the past five months -



James I think your post is perfectly fine given your experience.

My only recommendation would be to embed the email address youve posted in an image try this service:
http://www.geoffray.be/mail2pic/

As nobody appreciates web crawlers grabbing their private email address.

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