Vodafone Call Center Hours

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KickbackTV

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Topic # 5114 29-Sep-2005 20:47

Hi,

I have a spare gx15 floating around at home. When I knew that mms between TNZ and voda were going to happen I decided to charge my phone. I sent a PXT from my Sanyo 5600 and received it fine. I also looked on the WAP menu just out of interest.

I was one of the ones who got overcharged. So I called Vodafone. It said its office hours had changed to 8am-8pm only hold the line if this was an important issue. I decided to hold anyway. While talking to the Vodafone rep I asked is there any reason why the hours are changed, she said “it was what our customers want". Please dont think im just being a pri*k but how the hell would customers want that! Does anyone find this weird?

Cheers.

Jake

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Nate wants an iphone
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Reply # 20750 29-Sep-2005 21:01

.....she said “it was what our customers want".....

Well some customers want to be inconvenienced when it hits the fans.

Yeah.

Right.

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wilsjin

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Reply # 20900 2-Oct-2005 10:59

its not weird its stupid and how could the customers want that? they(vodafone) wanted it - i find it frustrating not being able to have that 24hr support any more

johnr

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Reply # 20901 2-Oct-2005 11:35

KickbackTV why is this so important it could not wait till after 8am the next day, I would not call it a life or death issue!

There are many online and IVR options for help.

At a guess I would say now they would have more staff on during the day and there are still staff there for 24/7 for other major issues. I would not say all staff go home for night.

I never go into banks never ring them and always use online servives

cokemaster

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Reply # 20903 2-Oct-2005 11:47

johnr: KickbackTV why is this so important it could not wait till after 8am the next day, I would not call it a life or death issue! ....

But what happens if he was on prepay and it drained his prepaid account so he couldn't call or text? Then effectively it could be considered an major issue (admittedly he could still call 111/112 if it was life or death)... but it would be denying use of the two major services that most teenages brought their phone for.

If it was On-Account, fair enough as its just a billing issue that can be resolved later as it won't end up stopping you from texting or calling.

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johnr

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Reply # 20904 2-Oct-2005 11:48

There are alot of what ifs and they could go on for ever.

Well then you top up and wait till after 8 the next day and get some help!

I kind of understand where kickbackTV is coming from but its not the end of the world

paradoxsm

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Reply # 20905 2-Oct-2005 11:55

I do agree with dropping hours IF the prices go down though Vodafone had reported a record profit. kinda strange since they now have 3g to milk also.

What I DONT agree with is the pathetic hous they operate, only till 8PM! it should be 7 - 9 at least.

I phoned them last night and made her do it (plan change), they were not busy or anything but she was rude rude RUDE!

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Reply # 20906 2-Oct-2005 11:56

re: Johnr
Agreed.

Too many possibilities.

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Reply # 20907 2-Oct-2005 11:58

Well if I owned a shop and it closed at 8 and you slamed on the door at 10 I would be rude to you too! and how do you know they were not busy! and I am sure the pricing plan change request could waited till the next day as it would not be effective till the next bill cycle date anyway!

I am sure Telecom NZ make a bigger profit and have more customers do they work 24/7 ???

I have heard of no staff lay offs in the media so they still must employ the same number of people so they must work during the day!

John

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Reply # 20909 2-Oct-2005 12:06

Xtra customer services used to operate 24/7 (though I'm not a subscriber anymore)... though calling them was more painful than smashing your head against a wall repeatedly - due to the excessive hold time and stupid answers (They were ok for resetting passwords, upgrading services, terminating services (they kept asking you for to stay on though)).

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johnr

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Reply # 20910 2-Oct-2005 12:09

I have a friend that worked in the XTRA call center and think of the calls they get. People wanted them to fix printers and remove virus's and talk them through installing TV cards all sorts. resetting passwords for web sites and asking about services on other websites.

When all they do is provide a connection to the net and thats it

paradoxsm

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Reply # 20911 2-Oct-2005 12:10

The prepaid side do run 24/7 which is good for basic enquiries, The account system closes so they shut at 9. They used to be open till 11 but the system was useless and read only after 9PM.

8 is too early, it is in Australia (it infuriates people over there) but as least the service is cheap* there.

At least it's only a trial. :-)

* (They offer people prepared to spend $$ a great deal, unlike here where they are the ones ripped off)

johnr

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Reply # 20912 2-Oct-2005 12:14

If it was 7am - 9pm then people would say it should be 6am till 10pm and other people would want 6am till 11pm it could go on for ever!

paradoxsm

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Reply # 20913 2-Oct-2005 12:19

I will live with it (I Ended up dropping my account connection last night anyway as i'm out of 3g coverage now) Though I'll give it to them, at least they are trialling it first which is more than I can say about most companies (try to find a 24 hour supermarket now, they are gone!!) though I wish their advertising stopped saying "free 24 hour helpdesk"

Has anyone ever heard of REVTEL in Australia? it's kinda like those cheap intrenet providers that charge for helpdesk call and can offer cheaper rates,, a very good idea.

(Revolution Telecom is run by Vodafone in Australia strangely!!)

paradoxsm

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Reply # 20914 2-Oct-2005 12:20

And I had a friend who used to work in the VodaCallcentre, he sai most calls after 9 were just idiots anyway so that's more reason than any to drop the hours!

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Reply # 20915 2-Oct-2005 12:24

paradoxsm: ... try to find a 24 hour supermarket now, they are gone!!....

Woolworths here in palmerston north, are 24/7 as far as I know.

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