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sson013

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#34186 20-May-2009 18:12
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Ok, here goes my 2nd attempt to post this =P




I've been a Vodafone Mobile contract customer for about 5 years now and I've also been with Vodafone Home Line / Broadband Ultimate Red Pack for a year.




Recently I moved to a brand new house in a place near Botany Junction, Manukau. So on around the 6th of May I requested that my Vodafone homeline/broadband account at my old address to be terminated (as I was told by Vodafone a new connection would require basically starting up a new account username)




I informed them that since I was not on a fixed term contract, I would like to take up the special offer for subsidized installation / router. However, since I already have a wireless router I inquired about the possibility of some credit to my first bill instead. The CSR told me she would ask her leader, she then came back and said that should be ok. 




A friend who works in the industry told me my area might have a large waiting list for broadband, so I specifically asked the CSR if there was such a waiting list. She said no, everything is fine. I requested that my home line & broadband be activated at my new address on the 15th of May. 




Simple request right? there is nothing complicated about what I am asking for and I gave them plenty of time to do it. 




Now the drama begins




On the 8th of May, I receive an e-mail informing me that infact broadband isn't currently available at my new address and I would be put on a waiting list. Ok, that sucks but I was pre warned by a friend this could be the case and it didn't suprise me that a CSR was wrong. 




The e-mail also says "We'll continue to process your home phone and calling application so you'll
still be able to enjoy all the benefits of having these services with us while
you wait for broadband"




Nowhere in this e-mail did it say I have to call back and confirm with Vodafone that I wanted them to go ahead. But I do it anyway on the 14th of May, I requested that I did not wish to sign the 12 month contract since I can no longer get broadband but I would however still require my home line to be activated by the 15th.




Me

"I do not wish to pay for the broadband activation nor be sent a 12 month
contract for fixed line & broadband as per original request. 

However, I
will be moving into my new address on the Friday 15th May and I DO NEED MY
TELEPHONE WORKING.

So just charge me whatever the cost is for the
activation of a new home phone line and I will pay for the cost of a basic
homeline package which I think is something like $42?"




Provisioning

"Thank you for your email.


I have cancelled the contract and the
Connection. The cost of a New Connection has a $49.00 connection fee and then
will be $42.50 per month.

I have created this request for Friday
15May2009 at address xxxxxx, Dannemora, Auckland and you will be
advised by email."







*moves to new house on the 15th of May*




My home line doesn't work, awesome!!




I ring up customer service and ask why my home line still isn't activated and ask for an update on when it would be done. They could not provide me an answer because only provisioning would know. I ask, can I receive a call back once you find out from provisioning?. SURE WE WILL INFORM YOU AS SOON AS WE KNOW. Of course, I never receive a call or e-mail back.




16th May ( one call in morning, one in late afternoon )




Ring up customer service again. Again, same promises were made to find out from provisioning and no further contact from yet another useless CSR. I need internet access, I could have used my access to free dial up to last me until I found a broadband solution IF I HAD A LAND LINE WORKING. Instead I borrow a friend's 3G card.




17th of May ( one call in morning, one in late afternoon )




Ring up customer service again, again they are incapable of providing me a satisfactory answer. At this stage, I am basically on bot mode talking to CSRs with providing my birthday and mothers maiden name without them asking for it.




18th of May 




Ok, this is getting a bit ridiculous now. Now I receive an excuse from the CSR who tells me that Vodafone are waiting for my confirmation to go head. Not only did they not ask for confirmation in the e-mail dated 8th May I posted earlier in the thread, I DID give them written confirmation on the 14th.

Ok, so this CSR isn't of much help. Again I am told they will ask provisioning.




19th of May




Yawn, still no land line. Ring up again to see if I can get an approximate date that my line will be activated. Of course no luck.




20th of May (multiple calls to CS today)




Incredibly pissed off with Customer Service at this point as I've had to buy a $60 1GB data plan from Vodafone just to use internet through my mobile and me & my wife have spent a fair bit of $ on calls which could have been made for free by land line.




CSR#1 I am now told that a technician did come to my address on the 15th, but since they couldn't find it they assumed the address was wrong and pissed off somewhere else. It wasn't as I confirmed with the CSR. 




CSR#2 Refuses to put me through to her team leader, assures me her team leader is talking to provisioning to find out whats going on. Promises me multiple times she will keep an eye on it and keep me updated throughout the day when she finds out new information. Of course, I never receive a call back.




CSR#3 I ring up and ask what is so hard about setting up a fixed line with 14 days notice. I am asked "Are you aware it takes up to 15 working days". Wait, what the f? 




CSR#4 Sick of this crap, so I call up and request to cancel my application with Vodafone. I am put through to the disconnection team.




Disconnection Team : Hello, I understand you want to cancel your account. What is your reason.

Me: Because your customer service is useless

DT: Ok, I see that you have 2 accounts. An active one and a new application. Which one are you refering to.

Me: Wait, are you telling me that my old account is still active after I told you I wanted it terminated on the 15th back at the start of the month? (my broadband resets on the 17th of each month)

DT: Yes sir

Me: You better not charge me for this, because I won't be paying

DT: Ok sir, I will make sure you are not billed for the month of June.

Me: MAKE SURE THAT YOU DO, now go ahead and cancel my new application.

DT: Ok done




CSR#4 (rings me up omg): Hello can I speak to Mr XXX

Me: Yes speaking

CS: I'm just calling to check whether you have received your new router

Me: Wait what? what router. You told me I'm on the waiting list and in anycase, I have cancelled my application with Vodafone.

CS: Yes but we have sent you the router.

Me: I haven't received a router and I was very clear that I did not want a router in anycase. Excuse me, I am talking to Telecom right now. Please call back in 5 minutes. ( I never receive a follow up call, as per usual with useless Vodafone CSRs )




Telecom




Me: Hi, I want a new home line. Vodafone is useless so I'm switching. 

Her: Haha, ok blah blah. Gathers all neccessary details. 

Me: Can you provide me a date for when it will be installed, what the XT network's signal strength is in my area should I choose to go 3G broadband and approximately when I will be able to get DSL. 

Her: Your fixed line will be installed on the 26th of may, Tuesday between 8am-11am. The signal strength is very strong in your area and the next exchange upgrade is due 2010 April. Unable to provide estimate on waiting list time though.




Wow, a CSR that actually gave me answers. What an amazing difference compared to Vodafone CSRs. I never liked Telecom, but after putting up with crappy Vodafone CSRs it was a breath of fresh air.













Long story short.




VODAFONE'S OUTSOURCED CALL CENTER = EPIC FAIL 


Thanks for the extra pre pay credit my wife's had to go through to make land line calls to furniture companies, moving companies etc.. and burning through all my on plan minutes doing the same thing.


Thanks for forcing me to pay $60 just to get 1GB of data for internet use because you stuffed up on land line installation. 


























































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mjb

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  #216417 20-May-2009 18:20
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Welcome to the club.

edit: oh, and Geekzone :)




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sson013

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  #216421 20-May-2009 18:31
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will post later. having a lot of trouble with the formatting on this forum :p

freitasm
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  #216432 20-May-2009 19:29
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Welcome to Geekzone... I guess you did a COPY/PASTE from another forum? Try writing here instead...





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  #216434 20-May-2009 19:33
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Welcome to Geekzone :D

simon14
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  #216957 22-May-2009 13:08
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Poor guy, that's shocking.

I've had similar issues like this with vodafones mobile call center, their red network call center is much better though.

I?d love to know their procedure with call backs.... do they just jot it down on a post it note and stick it to their screen? Or even better, do they just try and remember all their callbacks? OR, do they actually have a system where they log the calls they have to respond to but just purely chose to ignore them? Who knows... haha






marmel
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  #217032 22-May-2009 19:13
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simon14: Poor guy, that's shocking.

I've had similar issues like this with vodafones mobile call center, their red network call center is much better though.

I?d love to know their procedure with call backs.... do they just jot it down on a post it note and stick it to their screen? Or even better, do they just try and remember all their callbacks? OR, do they actually have a system where they log the calls they have to respond to but just purely chose to ignore them? Who knows... haha







They note down the details on paper which they then fold up and have paper dart wars at lunchtime.

Seriously though, this is yet another story which highlights a major problem at vodafone, CSR staff DO NOT call back or email or write a letter or even send a smoke signal after promising to do so.

If I was someone high up in vf I would start taking note of this kind of crap and start doing something about it because competition is increasing, albeit slowly and customer service like this (or lack thereof) leaves a very sour taste in the mouth.

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