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Nate wants an iphone
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Topic # 6596 8-Feb-2006 05:19
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Hello all,

I've been trying to obtain a status update from Vodafone New Zealand in regard to my overbilling issue which has been running a long time - 147 days or 4 months 25 days roughly.

Previously for email queries they'd reply the next day or within 24-hours, however this doesn't seem to be the case here.

Email one: 27 days with no response. Unrelated to the billing issue though but didn't solve the problem that was asked. Case marked as 'Solved no rep'. No response. Didn't bother to follow it up as the 'problem' disappeared due to the account going into suspend (Call forwarding won't 'set' was the issue, followed the commands - commands said they had completed but when I used the check command it would return their defaults) but I may well follow it up to see what the story is.
Email two: 21 Days with no response in regard to the overcharging, inital reply sent saying they are 'going to get back to me'. Case marked as solved. No response.
Email three: 18 Days with no response, asking about email two stating there was no response. Marked 'Solved no rep'. No response.
Email four: Sent 7/2/06. Rehash of email three. Recieved a response saying that the person who is dealing with the case has been forwarded a copy.... waiting and seeing how that goes.

Now I realize that people are busy but on the otherhand I do realize that email is a fairly quick means of transmitting an query and additionally they have a support system which is supposed to manage queries like this. Its not like snailmail where you have transit time of days.

When I was in NZ I was admittely ringing them up on an regular basis (Starting on the day of the issue started - yes I do check my daily usage online reguarly) to find out what was happening and got virtually no response from them just that 'the solution support case is open and that they are working on it'. Sometimes I'd get lucky though and be able to talk to someone about the issue (only happened once in a blue moon). So it short its not as if I hit them out of the blue with these emails.

So, anyway, what do you consider reasonable response time? Do you think that waiting 21 days for an email response is a bit long?

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BDFL - Memuneh
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Reply # 27984 8-Feb-2006 08:00
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I live by e-mail... I currently have two mobile phone accounts (one on VFNZ and another on TNZ), a landline and SkypeIn (number in the USA) and SkypeOut. But I do almost my communications over e-mail or IM.

It is incredible how companies in this day still seem to put e-mail enquiries on a second level. If I send an e-mail to a company I expect an acknowledgement in one business day - and a full response in no less time that they would provide if it was an over the phone request.

I tend to not do business with companies that offer products but don't reply to e-mails. I have lots of examples but that would go off-topic (and I will post on the off-topic forum later on this).

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