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dpw



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# 37655 16-Jul-2009 15:00
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That lot of people never cease to amaze me. Are they still NZ-based? I'm guessing they are since the bulk of them are quite comprehensible, just clumsy. Every now and then you get some really "special" ones.

I have just changed my plan to take advantage of the free 3 months mobile data - my partner was looking into it as well. She first rang and spoke to a CSR who told her she still has around another year of contract on her current plan. To break this would cost her $25. She told him she'd have a think about it and call back.

Well, we figured it's worthwhile changing so she called back moments after. The next CSR was heavily accented and had extremely poor grasp of English. My partner had to repeat almost every sentence back, and even up to 3 times for some sentences! It was very difficult to understand him, but one thing was easy to catch - the bit when he said it would cost $160 to break the contract! YIKES!! He was then told the last CSR quoted $25, after which he put her on hold 3 times, each time coming back with none the wiser! The 3rd hold was when he tried to figure out the difference in figures. He came back with some heavily accented guff about the previous CSR was mistaken, and that she had sent my partner a message to that effect. That was when my partner hung up on him after a curt "Fine...". As expected there was actually no message whatsoever - there still isn't even now.

The whole ordeal took nearly 30 mins of mostly tired old tunes. Seriously though - what's up with that? The whole thing just about sapped the will to live straight out of your ear hole, through the RF, down into some black hole at the other end. If we hadn't recently invested in pair of E71 we would've said adios to VF by now - inexcusable!

Yes, we can certainly call back and talk to another CSR - perhaps once we have reclaimed some more will to live from the said black hole. I have to say, with all the ordeals I've read around the place, being on VF is a bit like having a house of cards - you don't really want to touch or change anything in case you lose your will to live in 30 mins, or your account/setup gets munted in one way or another...

As for me? Well, it seemed my change of plan went through (fingers crossed) except for a minor glitch - the confirmation email stated my own number as my nominated Best Mate! Calling back about that cleared the situation...it appeared the automated confirmation email is generated by something that doesn't check the account setup at all...

All together now.... SIGHHHHH .....




Android user, software developer, a semi-typical (not a gamer) geek, and a Bernese Mountain Dog nut!

http://savitarbernese.com | https://nz.linkedin.com/in/danywu

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  # 236141 16-Jul-2009 15:34
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You most likely got Vodafone's Cairo Call Centre. They have been outsourcing the majority of 777 calls for about a year now (Maybe longer)

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  # 236143 16-Jul-2009 15:38
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I have never managed to get through to NZ from either prepaid or on-account, getting through to Cairo has been hit-and-miss at the best of times, probably 60% of calls fail to even make it through.

 
 
 
 


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  # 236147 16-Jul-2009 15:49
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Whenever I have called from my personal phone (On-Account) I get Cairo. When I call from my work phone, I get Cairo but as soon as they pull up the account I get transfered back to the corporate account people here in NZ

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  # 236230 16-Jul-2009 19:36
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I got through to NZ people the last 3 times i've called! Yayayay!



Lucky me, looks like all of you have been somewhat shafted..


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  # 236283 16-Jul-2009 21:51
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I don't think the problem with Cario is that it's overseas per se, as I deal with a few overseas helpdesks and mostly the poor sods are so glad to have jobs they try REALLY hard to please you and not make mistakes and phone you back when they are meant to etc that I actually prefer to deal with them.

But with Vodafone's Cario helpdesk, there always seems to be three different answers if you call three times.

I do wonder if it's because there are so many different plans and rules and rates that you really have to have a matrix to work it all out.

If I remember rightly VF said that they used Cario because they couldn't find enough staff in NZ because of our record low unemployement levels... I wonder if they are planning on building up a NZ helpdesk again especially with the competition heating up. As the American's say "Service is king".




Tyler - Parnell Geek - iPhone 3G - Lenovo X301 - Kaseya - Great Western Steak House, these are some of my favourite things.

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  # 236368 17-Jul-2009 09:54
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The last (and only) time I've called, I came through to NZ. I was calling from a Telecom phone, using an 09 number that I don't have on-hand.

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  # 236524 17-Jul-2009 19:02
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I have tried many times and get cairo and its a pain in the butt - they dont even seem to know about half of their products.

counting the days to 2degrees and will move my last ones over and do mum and my sister as well.




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  # 236577 17-Jul-2009 22:56
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I call one of their 0800 numbers which 100% of the time seems to place me through to their 'premium' business team in Auckland. Haven't had any issues as yet.

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  # 238234 23-Jul-2009 13:33
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My sister use to work for the old Vodafone CSR contractor on Great South Rd temporarily while she was looking for a new job fresh out of uni. I heard many stories about stupid customers & stupid CSRs as well.

I wouldn't be so quick to blame it on Cairo. I've had an extremely frustrating situation with Vodafone CS as well and the CSRs I talked to sounded like NZders.


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