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# 38956 6-Aug-2009 17:34
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Good old Vodafone , just become a Vodafone customer again... phoned 777 for assistance, after waiting waiting.... when I spoke to a support rep they said sorry unable to help you at this time please call back in 2 hours or tomorrow ...LOL great start

hope its not always like that Foot in mouth

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  # 243586 6-Aug-2009 17:34
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Was this around 3pm?

http://forum.vodafone.co.nz/index.php?showtopic=3208

John

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  # 243600 6-Aug-2009 18:00
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Gosh, another outage for the call centre. This must easily be more than 1 outage per week on average




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  # 243623 6-Aug-2009 18:43
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Nope was about 5:30

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  # 243838 7-Aug-2009 10:24
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After speaking to Vodafone last night I almost wish they hadn't answered.

They were continuing to charge us for a Vodafone family add on that was removed from our plan when switching to an iPhone plan from You Choose. It pretty much went like this:


Me "I've received a bill and see I'm still being charged for Vodafone family. This was supposed to have been removed from my account last month when I switched to an iPhone plan"

Them: "Vodafone family is active on your account"

Me "Yes I realise that, I want it removed, in fact I wanted it removed last month when I changed plans"

Them "I'm checking and vodafone family is definitely active on this account"

Me "...... I know... I want to remove it"


Repeat ad infinitum


Their service is truely the worst I've ever come across. And that's saying something. Even TelstraClears usual 45 minutes on hold is easier to put up with because when they finally do answer, they generally fix your problem.

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  # 243849 7-Aug-2009 10:42
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It's a shame their Call Centre continually seems to let them down. Luckily we have people on here (Like johnr) who are really helpful and know their stuff.




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  # 244019 7-Aug-2009 18:10
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It boggles the mind why so many companies have rubbish call centres. They're the face of your oganisation, and such an easy way to lose business if their service is awful.

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  # 244094 7-Aug-2009 23:31
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Lets not forget the oh so nice $1 fee for "support" (if you'd even call it that)




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  # 244123 8-Aug-2009 08:55
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tardtasticx: Lets not forget the oh so nice $1 fee for "support" (if you'd even call it that)


What fee is this ?

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  # 244126 8-Aug-2009 09:05
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That is the charge to "speak to a human person" on Vodafone Prepaid.

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  # 244133 8-Aug-2009 09:29
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I called the other day to ask what the maximum size a Micro SD card the new Vodem Pro could handle. I asked my question, I don't think he understood a word I was saying even tho I spoke slowly and clearly, I repeated the question and the second after I'd stopped he asked me what my question or issue was.

Worst. rep. ever.

In the end, he referred me to their "technical" line (should be renamed "non-technical", but anyways) she was even more useless, she told me to look it up on the website (no info there) or go to a shop, which defeats the purpose of their call centre in the first place.

Query: do they receive any training whatsoever?? I would have rather the first guy said, upon hearing my question for the *first* time, "sorry Sir, I have no idea, please contact a store" instead of basically referring me to someone who knew nothing...

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  # 244142 8-Aug-2009 10:03
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What really suprises me is that this isn't actually a outsourced call centre in some rainforest somewhere with only a baddly photocopied pricing brocure and a phone, it's (from what I remember in the press release) existing call centre staff in the Vodafone Egypt offices.

But whatever, I've dealt with them as well, and it's enough to drain the life from your soul, why don't Vf be done with it and just forward their 777 to a call sex line in the phillipines, at least it would be comedic, if they insist on having clueless n00b's answering 777 at least make them enjoyable to talk to.

I'd pay $1 for that.




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  # 244210 8-Aug-2009 15:10
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Do they waive the charge if they're completely inept and unable to help you (which seems to be the norm)?

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  # 244237 8-Aug-2009 16:46
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darkevil011: Good old Vodafone , just become a Vodafone customer again... phoned 777 for assistance, after waiting waiting.... when I spoke to a support rep they said sorry unable to help you at this time please call back in 2 hours or tomorrow ...LOL great start

hope its not always like that Foot in mouth


Welcome to the modern Vodafone, though from what I hear the service usually only vanishes once you become a customer.

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  # 244239 8-Aug-2009 16:50
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Buttonmash: After speaking to Vodafone last night I almost wish they hadn't answered.

They were continuing to charge us for a Vodafone family add on that was removed from our plan when switching to an iPhone plan from You Choose. It pretty much went like this:


Me "I've received a bill and see I'm still being charged for Vodafone family. This was supposed to have been removed from my account last month when I switched to an iPhone plan"

Them: "Vodafone family is active on your account"

Me "Yes I realise that, I want it removed, in fact I wanted it removed last month when I changed plans"

Them "I'm checking and vodafone family is definitely active on this account"

Me "...... I know... I want to remove it"


Repeat ad infinitum


Their service is truely the worst I've ever come across. And that's saying something. Even TelstraClears usual 45 minutes on hold is easier to put up with because when they finally do answer, they generally fix your problem.


Recently, after six months of nightmares, I found they had removed my Text2000 when they added my data plan (which i added to cover a stuff up of them overcharging for data). They said that, even though it was there fault for removing the text2000 that they would cover the cost of the texts as 'goodwill'.

Goodwill would not be continuinly stuffing my account up and, after 14 years of being on contract with them and Bell South before them, actually doing something to reward my loyalty.

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  # 244244 8-Aug-2009 16:54
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It is my understanding that if you call up 777 and have a Legitimate problem they will refund you the $1 if you ask.
Its to stop people calling up the call center and asking what the weather is like.
i know when i worked in a call center i use to get people calling up and telling me about the craziest things most of them having nothing to do with my job. one guy called up and wanted to know my birthday nothing else just my birthday not my name or where i was.
So i can see why voda would want to charge $1.


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