Is there a Vodafone retention team ?

Forums › One New Zealand (including Vodafone, WxC, Farmside) › Is there a Vodafone retention team ?

martyyn

1971 posts

Uber Geek

ID Verified

#64867 24-Jul-2010 09:14

Does anyone know if Vodafone have a retention team with the ability to offer 'incentives' for existing customers to sign up again ?

Ive been out of contract for six months now (as has the wife) and up until last week was all ready to switch to XT. Ive not bothered going into a store because past experience has told me they know sod all.

However the N1 offer on a smart60 plan which has just come out is very tempting, but in order to commit for two years in the current mobile 'climate' Id really want the deal to be a little sweeter on the wallet. My wife was called a couple of weeks ago and offered a new phone for free plus extra minutes but she thinks it was the store she got the phone from originally rather than Vodafone themselves.

So is there a number I can call to discuss making it sweeter or is it simply a case of WYSIWYG ?

Cheers
Martyn

1 | 2

398 posts

Ultimate Geek

#355746 24-Jul-2010 11:43

Why dont you just call their normal number and tell them what you want - they should pass you to a save team as part of that process if they can't agree to it on the spot.......

common sense is not very common

heavenlywild

5067 posts

Uber Geek

Trusted

#355749 24-Jul-2010 11:56

ascroft: Why dont you just call their normal number and tell them what you want - they should pass you to a save team as part of that process if they can't agree to it on the spot.......

+1

Call Vodafone.

muncher12

90 posts

Master Geek

#355755 24-Jul-2010 12:25

I Think its already a good deal, And Strange enough vodafone seem to be on the friendly side at the moment with vouchers and the like, my dad just got handed out $170 because he lost his phone and he was still in contract Term.

martyyn

1971 posts

Uber Geek

ID Verified

#357333 27-Jul-2010 19:39

A quick update and this will tell you why I didnt want to just 'call Vodafone'

Called 777, and they said I had to speak to the sales team because he couldnt authorise resigns. Called the sales team and the first woman didnt know what the Nexus One was so she passed me onto third person who didnt know what the Nexus One was either but stunningly he didnt know anything about the Smart60 plan either !

So I spoke to three people in 25 mins, at least half of which was on hold, had to repeat myself three times because they just passed me on and had to explain twice what the Smart60 offer was.

Eventually the third guy asked his manager what could be done and she came back with an offer I was happy to accept when added with the 14 day 'trial' which means I can change my mind should I want to.

If I hadnt already known what the Smart60 offer was and hadnt already done my homework on the phone itself there is nothing of value any of these three people couldve told me.

Still, Im signed up for another two years so I wont have to go through it all again for some time :)

allstarnz

1719 posts

Uber Geek

Trusted

#357399 27-Jul-2010 21:55

yes, it amazes me that Vodafone do jack s__t in terms of trying to keep customers on contract, or resign them to another one.

pwner

423 posts

Ultimate Geek

Trusted

2degrees

#357610 28-Jul-2010 10:51

why would you sign any contract for 2 years at the moment when 2degrees are going to launch 3G and post paid by the end of the year. Vodafone don't seem to really want your business but you have just rewarded them by agreeing to stay with them for 2 years.

even if you want to stick with Vodafone their deals should get better once there is competition.

Any posts are personal comments and not that of my employer

martyyn

1971 posts

Uber Geek

ID Verified

#357739 28-Jul-2010 14:37

Why didnt I wait ? Off the top of my head....

1. Ive been waiting for prices to drop since I came out of contract eight months ago. Nothing has happened and I dont see anything changing in the foreseeable future.

2. You say 2D will have a 3G network up and running by the end of the year. So that could be next week it could be five months away. TCL were supposed to have PVR available 18 months ago and I stupidly waited for 9 months whilst they kept saying 'next month'. Instead Ive had 9 months on Sky and have loved every minute of it.

3. Ive seen no indication of what 2D plan to offer in terms of phones or costs. I dont want to wait five months to find the phones are not what I want.

4. I specifically wanted a Nexus One because it does everything I want to do and more. Goodbye seperate phone and ipod.

5. 3Gb of data a month. Sure its only supposed to be for a short time, but its been extended and extended so fingers crossed it will continue to be.

6. Experience. I saw BellSouth with everyone expecting them to halve call costs but they didnt, Ive seen VF say they are going to drop pries but they havent....much. XT was going to revolutionise mobile data but they dont have a phone or plan Im interested in. 2D arent going to come in and halve the prices over night either. They'll come in, maybe sit a little lower than VF/XT and be looking to make as much on each call as the other two.

7. Where else can I get 60 mins, 600 text, 3Gb data, 1000 pxts for $60 a month ?

8. Life has taught me the grass is not always greener.

9. I got a great rebate on the N1 price with Smart60.

10. I got an extra 'rebate' because I asked nicely.

11. My guess is the 3GS wont drop in price much when the iphone4 comes out, it will just be pulled from sale. The N1 has cost me less than half the current price for a 16Gb 3GS and arguably has much more functionality 'out of the box'.

12. If Im proven wrong on 11 I have 14 days in which to 'change my mind' :)

13. I signed two years ago on Txter60 because it was great value for money then and its still great value for money now. Prices havent really changed at all in that time so who's to say its going to change greatly whenever 2D get around to going live ?

Im sure I could go on but it comes down to the fact I can play with my toy now rather than sitting outside the shop window drooling whilst I wait for someone to build a new toy shop in the hope they are cheaper.

Sharesies

Trade NZ and US shares and funds with Sharesies (affiliate link).

c3rn

291 posts

Ultimate Geek

#363125 4-Aug-2010 16:56

VF do have a retention team but the purpose is not to do resigns but instead to 'save' customers that are leaving.

martyyn

1971 posts

Uber Geek

ID Verified

#363130 4-Aug-2010 17:07

Which is the very reason I asked !!

I wanted to bypass the sales teams and talk to someone who could actually 'save' me, not talk to someone who just wanted to resign me without having any interest in why I was considering leaving.

Still dont have the phone BTW. Ive spoken to ten different people across sales, retention, returns and acquisition teams over nine days to try and find out whats going on.

Fortunately the courier collected it this morning so Im hoping for an early delivery tomorrow !

allstarnz

1719 posts

Uber Geek

Trusted

#363667 5-Aug-2010 14:27

so where are this retention team? Currently on account and very tempted by 2 Degrees prepaid....

c3rn

291 posts

Ultimate Geek

#364237 6-Aug-2010 13:48

From what I understand, if you are just thinking about leaving or seeing what options are available, the retention team doesn't step in. It's until until your bags are packed and want your account closed that you'll be able to speak with them.

Regs

4066 posts

Uber Geek

Trusted

Snowflake

#364261 6-Aug-2010 14:34

brad_p: From what I understand, if you are just thinking about leaving or seeing what options are available, the retention team doesn't step in. It's until until your bags are packed and want your account closed that you'll be able to speak with them.

sounds like a case of "trying to shut the gate once the horse has bolted"..... if you've already signed up another 24 month term somewhere else, there is little they could do

Sales Engineer
Snowflake
www.snowflake.com

about.me/nzregs
Twitter: @nzregs

jonathanreid

24 posts

Geek

#364922 8-Aug-2010 09:17

It actually annoys me a little that Vodafone are not proactive on retaining customers. I have been a Vodafone customer for over 10 years and never had a proactive offer of incentive to stay with them.

Last week I changed to 2degrees because they now have 3G, I will save money and the coverage is better at my house. The unexpected plus is that I get better 3G coverage everywhere so far - really a big difference.

Did I shift because I was annoyed with Vodafone - not entirely. Would I have considered staying with Vodafone if they had acknowledged my 10 years with them in a tangible way ? Quite possibly.

I know I could have tried to pull an incentive out of Vodafone (tried at a store with no luck - they said call Vodafone), but I should not have to.

Come on carriers - look after your loyal customers, there are some out there !

allstarnz

1719 posts

Uber Geek

Trusted

#373499 27-Aug-2010 11:06

I rang Vodafone today find out about when the end of my billing cycle was, as I was thinking of moving to 2Degrees.

Must say, their rep did a very average job in convincing me it was a bad idea. Probably didn't help that she spoke almost broken English.

I must say, I still hate non-NZ call centres, feels so impersonal and cheap.

allstarnz

1719 posts

Uber Geek

Trusted

#373533 27-Aug-2010 12:47

but their twitter team is better :-)

1 | 2