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simon14

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#45911 4-Nov-2009 17:49
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I’m not trying to bag Vodafone or anything but so many times when I call up for help or for an update on an issue, I am told that their systems are down.

I’m not sure if this is just something the CSR’s are told to say when they are busy or if their systems are really “down” this often

For example, when I ported back to Vodafone, I had some issues accessing the internet on my mobile. I called three times over a period of 3 hours and every time they said their systems were down so I eventually just went into a shop and the assistant called them and got it working (it was an issue at VF’s end, not on my phone)

Yesterday I called up to get an update on an issue we are having getting Family setup. The issue is that we can’t add our third family member because the systems says they are already added to a family. When Vodafone looked into this further, the Family they were added to was ours. Basically, this meant this one person could call the 3 other members for free, but none of us could call them for free (we found this out the hard way) Anyway, after being put on hold, the gentleman I was speaking to said their systems were down and he couldn’t look into it1

I just called back this evening (5:35pm) and was told they couldn’t look into it again because their systems are down again and it will take about an hour to get them up and running again.

It’s kind of frustrating… either their systems are really bad and they do go “down” a lot or they are just saying it to get through the calls quicker? I really don’t know

Anyway, good old Johno is meant to be looking into this for me and he’s usually pretty good with these things!

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richms
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  #270109 4-Nov-2009 17:57
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I think systems are down is codespeak for offshore has no clue and wants you to call back once their shif is over.




Richard rich.ms

exportgoldman
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  #271503 10-Nov-2009 08:05
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I never understood why this was such a problem, the overseas call centre staff from what I've read actually already worked for Vodafone Egypt, and they upgraded their billing system to a better one only 2(?) years ago so whats it so hard to get customer support?

I could understand if it was outsourced to gumbys which didn't already work for you and knew your systems, or your billing systems were crap. Don't they use Sybol (spelling?) in Australia and other parts of the world?

Perhaps they have to use the same vodafone website which customers do?




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

 
 
 
 


johnr
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  #271511 10-Nov-2009 08:24
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Usually pretty good? Not sure which way to take that lol

John

simon14

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  #271567 10-Nov-2009 10:30
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johnr: Usually pretty good? Not sure which way to take that lol

John



hahahaha, that came out wrong. What i meant was "john is the best vodafone tech/support guy in the land"

I wonder how much moolah Vodafone saves by having their call center off shore? I was thinking about ti the other day and the cost of handling customer issues must be huge, especially when their systems generally cause so many of the issues (in my experience)



exportgoldman
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  #276749 27-Nov-2009 08:18
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simon14:
johnr: Usually pretty good? Not sure which way to take that lol

John



hahahaha, that came out wrong. What i meant was "john is the best vodafone tech/support guy in the land"

I wonder how much moolah Vodafone saves by having their call center off shore? I was thinking about ti the other day and the cost of handling customer issues must be huge, especially when their systems generally cause so many of the issues (in my experience)




I reckon Vodafone should divert 777 to John's mobile for the afternoon :) He's a one man superhelpdesk.




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

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