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Infrastructure Geek
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# 40239 27-Aug-2009 14:40
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Excellent Customer Service
since my last call to vodafone business customer service was such a disaster and i moaned, publically, about it i thought it only fair to post this time to report on the good experience i had this time.  Got a local CSR within seconds, he was friendly, knew what he was talking about and carried out all the changes i needed over the phone without any issues. 

Vodafone should be more proactive about plan changes
The reasons for this call were as follows:
* add/remove TXT1000 and TXT500 packages where appropriate
* change broadband plans on mobiles

After a painful website experience i managed to come away with several files representing the phone, txt and data usage of each of the connections we have in the company.  dropping these files into a database and running some analysis let me see how many txts/month per connection, how much MB/month per connection and which were the frequently called numbers over all connections. 

Data: As it turned out, we were only using between 10MB and 50MB per month on data connections but we were paying $40 per month for a 200MB plan (none of which were on term contracts).  Vodafone now have a $10 100MB monthly plan available which made more sense to switch to , so i did.  (casual may have worked out more expensive based on minimum charges per day).  Given that the 100MB plan only cost $0.10 per MB overage it was effectively $20 per month for a 200MB plan. Why were we still left on a legacy plan that cost twice as much - especially as we were not on term contracts?

TXT: We also had some connections with no TXT packages that were costing more than $6 per month and which would have benefited from the TXT100 packages, and a couple on TXT100 where TXT500 would have been better. 

It would be nice if vodafone could review (by automated means, of course) the usage over the last three months and make recommendations about add-ons accordingly.

Some of the Power companies do a 'right-plan' guarantee where they assess your account.  At the end of 12 months they offfer you the option of a plan switch and credit you for the difference that you would have saved.  I'd like to see more of that from companies.




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  # 251011 27-Aug-2009 14:43

Hi Regs,

thanks for taking the time to write all of that... really appreciate it.

You're a bit ahead of us with regard to some of these things. We have big plans in this area.

Cheers

Paul




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http://forum.vodafone.co.nz


BDFL - Memuneh
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  # 251015 27-Aug-2009 15:24
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Years ago Vodafone used to send letters to customers pointing out exactly these things. I was on a 200 plan and got a suggestion to move to a 70 plan. The letter even listed how much you would save by changing.

The same for data plans. Then they stopped sending those. Perhaps too many people saving too much money?

[/me running away from Paul Brislen now]





 
 
 
 


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  # 251017 27-Aug-2009 15:28

That's the kind of thing... We'll be having a look at that kind of approach.

(must... resist... urges....) ;-)




Paul Brislen
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http://forum.vodafone.co.nz


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  # 251037 27-Aug-2009 16:47
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Can one of those "things" be to make the online self-help actually usable? I have 40 odd phones loaded into it and while it works and I can retrieve bills / change talkZone FCN's etc, it's VEEEEEEERY slow

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  # 251042 27-Aug-2009 17:06
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bender: Can one of those "things" be to make the online self-help actually usable? I have 40 odd phones loaded into it and while it works and I can retrieve bills / change talkZone FCN's etc, it's VEEEEEEERY slow


Big project is on now to get the website issues sorted early days yet so will be a while off

John

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  # 251048 27-Aug-2009 17:19
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Hurrah.



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  # 251049 27-Aug-2009 17:25
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bender: Can one of those "things" be to make the online self-help actually usable? I have 40 odd phones loaded into it and while it works and I can retrieve bills / change talkZone FCN's etc, it's VEEEEEEERY slow


have you tried to download three months worth of phone usage and data usage for each phone from the site?  if not, then i suggest that you don't know the meaning of the word slow ;)  one of my suggestions would be the option to download this data for all connections at once - phone and data usage all in a single CSV file would be perfect.  Perhaps if you opted for internet billing then this could be sent out monthly along with the PDF bill.  That would be perfect.

also missing are the options to manage add-ons like data plans and TXT packs from the website- but it was easy enough to do this over the phone, thankfully.




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