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970 posts

Ultimate Geek

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Vodafone

  # 276766 27-Nov-2009 08:49

With regard to the call centre guys asking for PINs, it's not ideal and we're working to figure out a solution.

The problem is even though we've rung you, we have to verify that you actually are authorised to manage that account. What if we get someone's well spoken ten year old who says "Yes, sign my dad... er, I mean me, up for a shiny new iPhone plan thanks" without your knowledge. It gets very messy.

So we ask for PIN confirmation which frankly sounds to me like a scam artist.

They shouldn't ask for it up front - it's only when you get to the point of wanting to make a change or needing to know more about your account to determine early termination charges or similar.

I'll let you know if/when we make a change to the process.

As for the Easy plans - it's not a case of one size fits all. There's value in the Easy plans that is different to the Best Mate or Family offers. BM and Family are very popular but they don't suit everyone. We've had plenty of feedback that a low-priced across the board plan will appeal to a number of customers (as opposed to price certainty to a calling group) so that's what we've put together.

But of course we're not going to please every customer with one type of plan... that's why we have a range.

Cheers

Paul




Paul Brislen
Head of Corporate Communications
Vodafone

http://forum.vodafone.co.nz


1864 posts

Uber Geek

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  # 276824 27-Nov-2009 11:13
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So really, You Choose customers pay much more just to be able to have access to addons?

Bestmate doesn't really cost $6, because you have to pay so much more to get on the plan that allows you to get it.

 
 
 
 


4738 posts

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  # 277027 27-Nov-2009 17:44
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PaulBrislen: With regard to the call centre guys asking for PINs, it's not ideal and we're working to figure out a solution.

The problem is even though we've rung you, we have to verify that you actually are authorised to manage that account. What if we get someone's well spoken ten year old who says "Yes, sign my dad... er, I mean me, up for a shiny new iPhone plan thanks" without your knowledge. It gets very messy.

So we ask for PIN confirmation which frankly sounds to me like a scam artist.

They shouldn't ask for it up front - it's only when you get to the point of wanting to make a change or needing to know more about your account to determine early termination charges or similar.

I'll let you know if/when we make a change to the process.

As for the Easy plans - it's not a case of one size fits all. There's value in the Easy plans that is different to the Best Mate or Family offers. BM and Family are very popular but they don't suit everyone. We've had plenty of feedback that a low-priced across the board plan will appeal to a number of customers (as opposed to price certainty to a calling group) so that's what we've put together.

But of course we're not going to please every customer with one type of plan... that's why we have a range.

Cheers

Paul


I was asked up front by the person calling me, I never told her I was going to change anything, and I felt like I was being scammed, hence my hesitation. If you agree that it sounds like a scammer calling and you find kids are signing up stuff with the correct authority, I agree, maybe you guys should put this on hold until you come up with a better system.

I see your point about the Easy plans, but why not be even more flexible? Sure one size doesn't fit all, so why not allow people the change to chop and change?

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