partiality towards some users?

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sep11guy

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#40970 7-Sep-2009 21:52

Hi,

I got a call from a friend over the weekend from his cellphone - quite surprizing cause he never calls me from mobile as he hasnt recharged for months now. he only had some 60/70 cents in his account , and from what i remember from my own incident vodafone does not allow you to make calls when your balance is so low.

so i was shocked to get his call, only to know that he has been offered free weekends for all of september ... and yes i am very sure, he has NOT recharged for quite some time, leave alone the min spending amount that vodafone tells on the website to get free weekends.

what i want to know is how come there is preferential treatment to people who have just joined like around just one year ......but nothing for me when i have been with vodafone for more than 3 years now.

also when i am here, i want to know, so many people have problems with vodafone who write their stories over here in geekzone and then only it is being attended to...... so for the vodafone people out here - you think this place is great to solve problems ? has it never striked you that how pathetic your customer service is and so bad that in a REAL problem, a person cant even call you up cause you charge him a dollar? what have you done till now to solve this and are you even thinking in these areas?

i am ok, cause i know about this forum, but what about the layman who has bigger problems with his service who has nowere he can go and not much time and who cant afford to PAY to get his phone fixed?

by providing solutions on geekzone is it that you think that you have opened another channel of solving customer issues ? is geekzone like a express passport service were you just write in your problems and you have a guy sitting to reply/fix your problems and so are you being proud about it ?

I am not being rude in any manner here, but its quite a shame that such a big company with international presence has such a poor customer serivce attitude.

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BDFL - Memuneh
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#253905 7-Sep-2009 22:54

Actually we here at Geekzone always recommend people to call the company's help desk first - any company. This is because only then they will have tracking for problems reported and will be able to correlate problems to see if there's something major happening.

We clearly don't want to replace help desk services - not possible for anyone involved. It just happens that sometimes one or another person sees something happening here and give a hand. The same on Twitter and other forums and blogs.

You are not alone in your views though.

Many times I told Paul Brislen how I think Vodafone has a customer service problem. If customers can't get problems fixed over the phone or if the CSR promises to call back and doesn't, or if the CSR says something is fixed but a post here or on Twitter gets things done then it's obvious there are some communications breakdown in the whole process somewhere.

But that's my opinion.

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johnr

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#253915 7-Sep-2009 23:36

Sep11guy 90 percent of the work i do on geekzone is in my own time off my own back i don't get paid for it i have also helped 2d and telecom customers and what is with your name and avatar i take offence to it

John

Kyanar

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#253924 8-Sep-2009 00:37

sep11guy:
I am not being rude in any manner here, but its quite a shame that such a big company with international presence has such a poor customer serivce attitude.

Actually, yes you are. As well as being blatantly offensive to at the very least the Americans here, and most likely everyone else as well.

johnr

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#253925 8-Sep-2009 00:49

Kyanar:
sep11guy:
I am not being rude in any manner here, but its quite a shame that such a big company with international presence has such a poor customer serivce attitude.?

Actually, yes you are.? As well as being blatantly offensive to at the very least the Americans here, and most likely everyone else as well.

I am not American have not even been there would like to get to New York but its like they are trying to say Sep 11 was a great thing which it was not or I am reading into it wrong

John

antbs

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#253945 8-Sep-2009 08:07

I personally find it offensive to. (The avatar and name)

Your points are all valid, but leave the Vodafone guys here alone. They come out of there own time to help the geekzone community. The could easilly not show their faces at all.

johnr

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#253948 8-Sep-2009 08:28

Sep11guy would you like to share where you work maybe what you do in your spare time. its your call no pressure.

New World

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sep11guy

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#253950 8-Sep-2009 08:31

Hi,

Thanks for your views.

What Iam trying to say here is that there is a time and place for everything, and how you react to this looks like you doing a "social service " by helping out people here ( when you said you are not being paid for replying here )

If you are so concerned on helping out on people's problems, then why dont you - take this issue up with vodafone and tell them that their CS is not upto mark ?

how about chanelising your energies on working out something fruitfull which will help the company in improving customer service.

if you were so being generous on helping out people on vodafone how about making it more streamlines bu issuing them reference number and creating a page on geekzone were they can punch in that number and see the status and receive comments and issues ? - i dont think thats easy or that would be done. - cause the exisiting mail support on the website isnt upto scratch either. there is something called response time which obviously the company hasnt heard of or simply cant be bothered.

Sticking to the main issue, - is there preferential treatment for some customers?? Are all customers on prepay here are getting Free weekends for the whole of september ??

and more on the bigger issue - what steps are being taken for improving customer service and is the company even thinking on those lines? Paying for customer service may certainly be saving heaps for the company but its definetly not working for people. how can the mass's even dream of reaching you, leave alone getting the issue resolved.

my avtar just goes along with my ID and as is quite trivial to what we are talking so its better we can stick to the topic..

johnr

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#253953 8-Sep-2009 08:41

What part of people are offened by your user name and avatar don't you get?

sep11guy

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#253955 8-Sep-2009 08:47

as i said, its better if we can put trivial stuff like some image aside and stick to the topic, i hope you wud now like the current image nw

kiwitrc

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#253967 8-Sep-2009 09:24

Mmmmmm cupcakes.

sep11guy

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#253968 8-Sep-2009 09:25

kiwitrc: Mmmmmm cupcakes.

yeah.. i like 'em. let it atles lighten up the discussion a bit.

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Paulthagerous

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#253971 8-Sep-2009 09:34

sep11guy: So i was shocked to get his call, only to know that he has been offered free weekends for all of september

When you say 'offered', was he called by a CSR who offered it to him, or did he get it another way (such as to compensate for a fault, by an instore salesperson etc)?

May help some people to figure out why.

PS: I think it is great having people like John here. Nuff said.

maverick

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#253974 8-Sep-2009 09:43

Technology Forums , Blogs and such are a big part of how people interact nowdays, Geekzone being the #1 site in New Zealand has a big following as it covers a lot of industry information, so the site is actually visted by technology experts and people that work inside ISP / Telco companies, we like to have discussions ourselves with people about technology ...were geeks as well you know

A number of people have industry knowledge that most people don't have and some like Johnr outside their normal Job role take extra time and effort to assist customers and people where they think they have knowledge and likely to benefit people asking questions, Johnr is a fantastic example of this, it's is not his Job or role to fix perceifed isues with VF customer service, he is a technicial expert that offers his own time and effort in helping people, as do a numebr of others I might add.

So it's not about preferential treatment, it's about people trying to help other people where they can, some just happen to be in a postition where they actually can help occassionly.

Yes I am a employee of WxC (My Profile) ... but I do have my own opinions as well