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80 posts

Master Geek


Topic # 50478 24-Nov-2009 19:40
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<rant>

I think its unfortunate that Vodafone does not list its support phone numbers in the printed phone book!
When i had connectivity issues with my broadband i could not find a number to ring so rang 777 from my cell phone. The only option i had to choose from which suited my problem was broadband. I ended up being disconnected 5 times going through the phone options. I then tried ringing the number on my paper agreement which was with IHUG (09 358 5067), that phone number told me to ring another number (09 962 9011) which is apparently disconnected. I then tried 777 again, and asked for Broadband support, and the international helpdesk support person who responded, could not understand why my landline was with a different supplier from my broadband supplier. I was put through to Mobile Broadband support who could not find my account details anywhere and suggested i look up my contract for a phone number, which as previously stated was with IHUG. Eventually I got through to someone who suggested they put me through to billing (also not listed) as there was a problem with an overdue payment on my account. ( I had also never received an email about the overdue account)
Finally I spoke to someone from billing who resolved the issue ( they were in NZ ). Who told me I had been given erronous information by the previous support person!

If i had been informed of the possible disconnection (by any communication method), in advance the problem would never have happened.

If I had had a contact number (not on the internet, because I had no connectivity) I could have immediately resolved the issue without spending 43 minutes revolving around voice messages, operators in other countries who had no understanding of the issues I had, I would not be dissatisfied.

All it would take would be one person to have a quick comprehension of the issue and direct the call to the right place without telling me I rang the wrong number.

OR!!!!!!

An actual prominent number I know I should ring when I have an issue. It's not in the phone book! It's online. Thats helpful!

I am not shooting the messnger here. Its just shocking I cannot find a number to ring, and when i find someone, they have so little skills of english I have to phonetically spell every word I say using the old Alpha, Bravo, Charlie, Delta skills I Learned in the boys brigade when I was 12 years old, if it wasn't for that I would be stuffed!

I know problem resolution takes a while but basic English language skills would be helpfull!!

BONUS!!! You aren't as bad as Symantecs helpdesk!!!!!

Anyway problem resolved and thank you.


Drop down box below this one: Recommendation!!! :-
ISP's in NZ are all as bad as each other, so no recommendation sorry!

</rant>

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  Reply # 275981 24-Nov-2009 22:36
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0800 GET IHUG   Innocent

xpd

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  Reply # 276033 25-Nov-2009 07:37
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Not everyone associates IHUG with Vodafone tho....




XPD / @DemiseNZ / Gavin
 
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80 posts

Master Geek


  Reply # 276354 25-Nov-2009 22:58
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i was so used to ringing 358 5067 :-)

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  Reply # 276634 26-Nov-2009 19:49
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I get a letter every 3 months about my account being overdue, so pay it then.

They dont seem to be able to handle sending bills by email very often.




Richard rich.ms

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