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Topic # 56323 13-Jan-2010 15:06
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I've just moved house and want to move my Homeline and Broadband connection. I told Vodafone that I was moving on the 23rd of December and was told that while I was moving from the Red Zone that it would be fine, although they would have to charge me $150. I wasn't particularly pleased about that but I'm still under contract so let it go.

I rang on Monday to follow up and find out what my new number would be and got told by a Customer Services person that nothing had actually been actioned and thet she would follow up for me and call me back urgently. Once again not happy but it seemed that a mistake had been made and was being rectified ASAP.

Tuesday I had heard nothing and so I called again. I got told that it was solely in the hands of the first customer services rep and that no one else could help and that she wasn't in yet. Now I'm really not happy.

Today I called and got told that there was still no information. At this point I'm really angry. I asked well can you divert my phone and get me some mobile internet while we're waiting? I get told they can but I'd have to pay for it as they can't do anything until they know when my internet is going to be hooked up. Now I'm absolutely fuming. I ask when they will come back to me. I get told that the response time is 24 - 48 hours.

I thought the service I used to get from Telecom was bad but this is the absolute worst level of service. I used to recommend Vodafone's home broadband but now I'd have to say that they suck. Absolute rubbish and when I come off contract I'm off.

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  Reply # 289798 13-Jan-2010 20:36
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It would be nice if they didn't charge you the $150 transfer fee, since it seems that so far (to me, anyway) they've done...nothing.

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  Reply # 289970 14-Jan-2010 12:51
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sounds like utt b/s to me.. you should have demanded to speak to a manager - only way to get things done... would be also good to take note of the csr's name, and the time, etc.. in future anyway - since that trust with vodafone is no more. :)




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  Reply # 290179 15-Jan-2010 07:52

Sounds like a shocker... Can you email the detail and I'll chase it up today?

paul dot brislen at vodafone dot com

Cheers

Paul




Paul Brislen
Head of Corporate Communications
Vodafone

http://forum.vodafone.co.nz




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  Reply # 290191 15-Jan-2010 08:45
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PaulBrislen: Sounds like a shocker... Can you email the detail and I'll chase it up today?

paul dot brislen at vodafone dot com

Cheers

Paul


Thanks Paul, sitting in your inbox



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  Reply # 290259 15-Jan-2010 10:58
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I'm getting connected on Tuesday & am getting 2 months free service (without asking for any). It's a really good result and I'm feeling much happier.

Thanks to Paul and the complaints team, it is really appreciated.

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