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Master Geek
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  # 244295 8-Aug-2009 21:10
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Typical the service was better when it was answered in New Zealand.

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  # 244339 9-Aug-2009 01:27
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jamesvini: 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.

I've worked in a call centre too, and it's a very small minority of people who do that sort of thing. I certainly wouldn't think it would be enough to warrant charging for calls to customer service. The charging was probably added because of something else, altho your idea may be part of the reason.

 
 
 
 


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  # 244340 9-Aug-2009 01:29
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quickymart:
jamesvini: 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.

I've worked in a call centre too, and it's a very small minority of people who do that sort of thing. I certainly wouldn't think it would be enough to warrant charging for calls to customer service. The charging was probably added because of something else, altho your idea may be part of the reason.


From the numerous and regular complaints in these forums, Vodafone don't give a credit for this $1 charge, even if you are calling in because their systems are down, or are reporting a fault on Vodafone's side of the fence.

But hey, whats a dollar between friends?




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

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  # 244341 9-Aug-2009 01:36
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Getting $1 bank is truly like pulling teeth.

I wanted to ask about going on account so thought I would call on one of their 0800 numbers but from my phone.

I never entered my mobile number as I was aware of the silly charge.

As soon as my call was answered my first words were "will I be charged $1 for this call?".

Yes, I was told. They must have used my caller ID to bill me.

Asked for refund of the dollar and was pit on hold and then cut off going to a supervisor.

Phoned back on landline an had a good old disagreement with the supervisor before he told me in a smug kind of way that my dollar had already been refunded by him due to the circumstances.

But not after a huge phone-call-go-round.

As much as I dislike overseas call centres at least the Filipina call centre for Telecom is free and I don't get the attitude.

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  # 244342 9-Aug-2009 01:43
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ahmad: Getting $1 bank is truly like pulling teeth.

Asked for refund of the dollar and was pit on hold and then cut off going to a supervisor.

Phoned back on landline an had a good old disagreement with the supervisor before he told me in a smug kind of way that my dollar had already been refunded by him due to the circumstances.

But not after a huge phone-call-go-round.

As much as I dislike overseas call centres at least the Filipina call centre for Telecom is free and I don't get the attitude.


Vodafone just nickle and dime you to death, most people just give up. I've always found it offensive to be charged to report that the underinvestment of their network is causing nearly daily downtime on their network, just check the RSS feeds on the vodafone forums announcing downtime issues. There was over 20 for last month, from their billing systems, pre pay top up to 3G, landline broadband and a whole town which went without signal for a week from what I heard on the radio! Amazing in this day and age.

I've always liked the Filipina call centre, they have time to help you, are knowledable and have access to the information and systems to fix your problems and answer your questions. I phone them 2-3 times a week for work.





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

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  # 244344 9-Aug-2009 02:05
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This borders on racist but I get this feeling of some Egyptian call centre staff having a misguided sense of self importance while the Filipina guys seem to be there to serve.

Have definitely not experienced "attitude" from CSRs or supervisors at either the Telecom or Xbox call centres which I believe are both Manila based.

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Master Geek
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  # 244348 9-Aug-2009 08:04
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quickymart: I've worked in a call centre too, and it's a very small minority of people who do that sort of thing. I certainly wouldn't think it would be enough to warrant charging for calls to customer service. The charging was probably added because of something else, altho your idea may be part of the reason.


I'm guessing it was done for the same reason as the removal of paper bills. Money. They tried to spin that as being done for the environment, but I think we all know it wasn't that kind of greenery they had in mind.

As for the call centres, I've been with Vodafone for about 13 years, all of those on plans. Yet in the past month I've had to argue to have Vodafone's mistakes fixed on one occasion while on another I had a supervisor there trying to explain me the common law in NZ, and doing it very very badly. That was over about $5 I believe I was overcharged at Vodafone's fault, yet it was one of the final straws that will make me leave them after 13 years.

I would have moved already but now I've found out that somehow I was put back on a one year contract in April, despite being on that plan for years, never signing anything and finding that Vodafone stores aren't actually Vodafone stores but FirstMobile so I'm trying to work out what to do as I really don't want to have to call up the call centre as they will just tell me that I signed a contract, even though I know I didn't.

Hmm Fair Go maybe?

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  # 244350 9-Aug-2009 08:14
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I find the Vodafone/First Mibile situation highly unusual. Not sure of this happens everywhere but the 2 First Mobile stores in Dunedin have ONLY "Vodafone" branding on the outside of the stores. It was only hen I saw First Mobile in the staff uniforms that I realized.

I am unsure why Vodafone would let a "partner" give the perception of being a 1st party retail store. Is it to increase the perceived "store presence" around the country? I would actually be a little miffed if an agent stuffed me around and I had thought they were a real deal Vodafone store.

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Master Geek
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  # 244352 9-Aug-2009 08:22
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ahmad: I find the Vodafone/First Mibile situation highly unusual. Not sure of this happens everywhere but the 2 First Mobile stores in Dunedin have ONLY "Vodafone" branding on the outside of the stores. It was only hen I saw First Mobile in the staff uniforms that I realized.



I am unsure why Vodafone would let a "partner" give the perception of being a 1st party retail store. Is it to increase the perceived "store presence" around the country? I would actually be a little miffed if an agent stuffed me around and I had thought they were a real deal Vodafone store.


Well l didn't want to tell the guy at the store that legally it didn't mean much they weren't as Vodafone would be legally held to anything FM did on their behalf (as long as it was within the realm of what a mobile store would do).

What was annoying was that he didnt have access to fix problems on my account, and suggested I go to the nearest real Vodafone store, which I might have to do today. I was there three days ago and they sent me to another store, so I'm going in circles.

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  # 244356 9-Aug-2009 08:50
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Going around in circles is the usual customer experience you have come to expect from Vodafone these days. Maybe it is double meaning from their circular logo

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  # 244406 9-Aug-2009 12:16
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ahmad: This borders on racist but I get this feeling of some Egyptian call centre staff having a misguided sense of self importance while the Filipina guys seem to be there to serve.

Have definitely not experienced "attitude" from CSRs or supervisors at either the Telecom or Xbox call centres which I believe are both Manila based.


I have experienced this too, and I think it's because they fear for their jobs a little, theres always a hundred people standing on line in the street which would LOVE their job in manilla that the Xtra staff go the extra mile.





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

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  # 244409 9-Aug-2009 12:20
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ArranH: As for the call centres, I've been with Vodafone for about 13 years, all of those on plans. Yet in the past month I've had to argue to have Vodafone's mistakes fixed on one occasion while on another I had a supervisor there trying to explain me the common law in NZ, and doing it very very badly. That was over about $5 I believe I was overcharged at Vodafone's fault, yet it was one of the final straws that will make me leave them after 13 years.

I would have moved already but now I've found out that somehow I was put back on a one year contract in April, despite being on that plan for years, never signing anything and finding that Vodafone stores aren't actually Vodafone stores but FirstMobile so I'm trying to work out what to do as I really don't want to have to call up the call centre as they will just tell me that I signed a contract, even though I know I didn't.

Hmm Fair Go maybe?


Call up Vodafone, or go into their head office in Quay street and ask for a copy of your contract you signed a year ago with your signature on it if Vodafone believe you have resigned.

I've both caught Vodafone out before where I didn't resign, and also been mistaken where I had signed a two year instead of a 1 year contract.

I've had them put me on a resigned contract when I changed my plan on the call centre from memory a few years ago. It was around the disasterous six week 'pit stop' migration to the new Sibel accounting system.




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

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Master Geek
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  # 244410 9-Aug-2009 12:28
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exportgoldman:
Call up Vodafone, or go into their head office in Quay street and ask for a copy of your contract you signed a year ago with your signature on it if Vodafone believe you have resigned.

I've both caught Vodafone out before where I didn't resign, and also been mistaken where I had signed a two year instead of a 1 year contract.

I've had them put me on a resigned contract when I changed my plan on the call centre from memory a few years ago. It was around the disasterous six week 'pit stop' migration to the new Sibel accounting system.


Yeah, I went in this morning and asked for just that. I was told that I would need to go to where I signed it as it wasn't with Vodafone. My argument that I had never signed a contract finally got through so they said that I would need to call 777. After a few minutes he agreed that it would be pointless as the 777 service is now terrible, so he is getting his manager to call me tomorrow.

I then received a call soon after from the store. I had mentioned I was interested in an iphone so they said they could transfer my contract to an iphone contract. I pointed out that I didn't have a contract and that I already had an iphone I had purchased at full price, that I was originally looking to upgrade to a 3GS, but after it all I think I've had enough with Vodafone. So I'm getting a call tomorrow from the manager there.

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  # 244411 9-Aug-2009 12:31
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ArranH:
Yeah, I went in this morning and asked for just that. I was told that I would need to go to where I signed it as it wasn't with Vodafone. My argument that I had never signed a contract finally got through so they said that I would need to call 777. After a few minutes he agreed that it would be pointless as the 777 service is now terrible, so he is getting his manager to call me tomorrow.

I then received a call soon after from the store. I had mentioned I was interested in an iphone so they said they could transfer my contract to an iphone contract. I pointed out that I didn't have a contract and that I already had an iphone I had purchased at full price, that I was originally looking to upgrade to a 3GS, but after it all I think I've had enough with Vodafone. So I'm getting a call tomorrow from the manager there.


Could they tell you what store you signed the contract with? They have a document mangement system which I have forgotten the name of that they can look it up in.

It may also be worth PM'ing JohnR here on geekzone, he works at Vodafone and is very helpful.




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

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Master Geek
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  # 244414 9-Aug-2009 12:37
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They said it was with DigitalMobile who I went and visited on Friday and who confirmed that I did not have a contract there. Vodafone asked me to go get that in writing from them, which I refused to do as I've done enough running around over this, plus Vodafone should either have copies of contracts or be able to get copies of them, especially as it is with Vodafone that I allegedly have a contract with.

I'll see what happens tomorrow, if I get no help from the store I'll message JohnR, but I'm getting past the point of extreme frustration to the point where I want to appologise to the dozens of people I've suggested Vodafone home, broadband and mobile to and drag them all away. Its just been one thing to the next and after 13 years being with them it would be nice if they actively tried to sort problems out rather than push me along from store to store.

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