Vodafone Support Unbelievable

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bobmeister

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#32041 9-Apr-2009 10:34

Two years ago I started the process of transferring my number from one company account to another. The correct forms were filled in and even acknowledged as being correct and that the transfer would take place as soon as possible.

The transfer finally took place on March 19 this year. This was after many phone calls over the period f time and countless promises that it would get sorted.

On the day the account transfer took place, Vodafone managed to stuff up my Vodafone Family setup, as this had to be cancelled and then set up again.

I have called every two days since and have got a separate person each time who says they will look into it and get back to me. Of course they never do.

Apparently the issue is with a failed order in the system and it needs to be cleared by someone higher up the chain.

Its now three weeks.

How hard can it be? Are their systems that bad? Is Vodafone dysfunctional?

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#206165 9-Apr-2009 11:04

Unfortunately if you have a read through some of the forums here and on the VF forums you will see plenty of similar tales of the lack of any customer service.

VF appeared to have abandoned any reasonable level of customer support). I myself have attempted to email them several times over the past year requesting help and have never received a reply.

It's so bad that I changed my mobile to Telecom and still have a credit with VF but I just can't face the task of attempting to get someone at vf to refund it so I've decided to let vf have it. Hopefully they can use it to employ another cs rep, (someone in NZ who actually wants to do the job) for half an hour anyway.

NB - There are a couple of vf employees who are members here and appear to be very good at their jobs and are very helpful. It's amazing what a difference it makes if someone is passionate about what they are doing.

nate

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#206180 9-Apr-2009 13:19

bobmeister: How hard can it be? Are their systems that bad? Is Vodafone dysfunctional?

Sorry to hear you having so many issues, I've transferred in a couple of numbers, and then taken them out again and I haven't had any trouble (although your scenario is slightly different).

Behodar

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#206212 9-Apr-2009 16:44

marmel: It's so bad that I changed my mobile to Telecom and still have a credit with VF but I just can't face the task of attempting to get someone at vf to refund it

That's an exercise in futility (I speak from experience). They won't even let me move my credit to a new number or use it to buy music online.

Tahii

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#206222 9-Apr-2009 17:37

There's a reason I'm with Black and White...

johnr

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#206243 9-Apr-2009 20:33

Behodar:
That's an exercise in futility (I speak from experience). They won't even let me move my credit to a new number or use it to buy music online.

Sorry are you a prepay customer wanting to move credits between prepay accounts?

John

Behodar

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#206263 9-Apr-2009 21:53

johnr: Sorry are you a prepay customer wanting to move credits between prepay accounts?

John

I was a prepay customer, and about 6 months ago I moved house and found that I was no longer able to receive Vodafone service. I ported my number to Telecom then a few days later tried to log into music.vodafone.co.nz in order to spend some of my remaining credit (about $75 worth) and it rejected my details.

I called the helpdesk (which was an exercise in itself as the 0800 number listed on the Voda site didn't actually connect me to the helpdesk, and I eventually managed to get an 09 number out of the phone book) and she said that my account had been deactivated and that she couldn't do anything.

johnr

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#206266 9-Apr-2009 22:16

Behodar:
johnr: Sorry are you a prepay customer wanting to move credits between prepay accounts?

John

I was a prepay customer, and about 6 months ago I moved house and found that I was no longer able to receive Vodafone service. I ported my number to Telecom then a few days later tried to log into music.vodafone.co.nz in order to spend some of my remaining credit (about $75 worth) and it rejected my details.

I called the helpdesk (which was an exercise in itself as the 0800 number listed on the Voda site didn't actually connect me to the helpdesk, and I eventually managed to get an 09 number out of the phone book) and she said that my account had been deactivated and that she couldn't do anything.

Correct if you port a number off net this deactivates the account prepay/postpay

I am sure its the same on TCNZ as well (can anyone confirm)

John

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richms

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#206279 10-Apr-2009 00:47

johnr:

Correct if you port a number off net this deactivates the account prepay/postpay

I am sure its the same on TCNZ as well (can anyone confirm)

John

That sucks, which is just one of the many reasons that running with a large balance on a prepay is foolish. Lesson learned I guess?

Richard rich.ms

paradoxsm

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#206280 10-Apr-2009 00:52

It does seem absurd that it cannot be refunded or at least transferred to other internal services like the music store for example.

Even those cheap prepaid telephone call cards let you make simple balance transfers from one to another. (Easycall, Gotalk I have done it with)

nzbnw

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#206284 10-Apr-2009 01:45

Telecom can transfer prepaid credit to another Telecom account or Prepaid mobile.

nzbnw

Behodar

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#206295 10-Apr-2009 08:11

paradoxsm: It does seem absurd that it cannot be refunded or at least transferred to other internal services like the music store for example.

I know, it's ridiculous. When I ported I obviously didn't expect to be able to make calls with the leftover credit but was surprised to find that the music store rejected my account. The salt in the wound is Vodafone just casually saying "yeah it's gone" like it doesn't matter in the slightest.

nzbnw: Telecom can transfer prepaid credit to another Telecom account or Prepaid mobile.

Good to know that they still do. 6 or 7 years ago when my dad switched from Telecom to Vodafone, he had no problems with moving the leftover credit to my mum's phone.

johnr

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#206296 10-Apr-2009 08:11

nzbnw: Telecom can transfer prepaid credit to another Telecom account or Prepaid mobile.

nzbnw

So can Vodafone

But I am asking once a prepay account is deactivated (number ported out)

John

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#206297 10-Apr-2009 08:31

I am with Johnr on this one (even though I think Vodafone services are not a benchmark in quality)...

When you port your number out of a telco you're authorising them to close your account. That's it: CLOSE YOUR ACCOUNT.

You should have used the balance in the account before doing the porting. I wouldn't blame Vodafone on this one.

marmel

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#206298 10-Apr-2009 08:47

freitasm: I am with Johnr on this one (even though I think Vodafone services are not a benchmark in quality)...

When you port your number out of a telco you're authorising them to close your account. That's it: CLOSE YOUR ACCOUNT.

You should have used the balance in the account before doing the porting. I wouldn't blame Vodafone on this one.

I'm pretty sure this is definately not the norm and is a very poor business practice. Even insurance companies give back unused premium if you cancel a policy and they are not known for their generosity.

Imagine if the boot was on the other foot.

If I owed vodafone $50 and then ported my number to Telecom therefore closing my account do you think vodafone would still want their money?

I wonder what would happen if I told them "sorry the account is closed the money is gone".

freitasm

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#206299 10-Apr-2009 08:53

marmel:
freitasm: I am with Johnr on this one (even though I think Vodafone services are not a benchmark in quality)...

When you port your number out of a telco you're authorising them to close your account. That's it: CLOSE YOUR ACCOUNT.

You should have used the balance in the account before doing the porting. I wouldn't blame Vodafone on this one.

I'm pretty sure this is definately not the norm and is a very poor business practice. Even insurance companies give back unused premium if you cancel a policy and they are not known for their generosity.

Imagine if the boot was on the other foot.

If I owed vodafone $50 and then ported my number to Telecom therefore closing my account do you think vodafone would still want their money?

I wonder what would happen if I told them "sorry the account is closed the money is gone".

Of course if you owed them money they would take you to a collection agency. I am not saying it's right. I am saying this is how it seems to work.

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