Vodafone Egyptian Call Centre Staff who hang up rather than discussing...

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ZollyMonsta

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#74998 11-Jan-2011 15:25

So, my wife decides to ring Vodafone to raise a trouble ticket for missed calls (Calls going straight to voicemail).

She goes through to the Egypt call centre where the call centre person asks what type of phone. When my wife says 'iPhone4' they immediately say it's a phone fault.

Rubbish, says my wife.

The Vodafone rep then says she was outside of coverage area. Which is also wrong since we were in Napier and Wellington when the calls came in.

When my wife asks to be put through to someone in NZ the agent in Egypt says he will not argue with her and promptly hangs up.

Vodafone, is this any way for your call centre staff to treat a customer? Indeed, a customer who was likely going to move to an on account plan.

Give me a reason why I shouldn't cancel my impending contract with Vodafone right now...

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Geek @ Coastguard NZ
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#426171 11-Jan-2011 15:29

Well, in Vodafones defence, that was one CSR...... but yeah, its not a good look.
Funny how everyones on about CSRs today just as I post a new blog regarding customer service etc heh...

Gavin / xpd / FastRaccoon / Geek of Coastguard New Zealand

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ZollyMonsta

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#426179 11-Jan-2011 15:56

I have had it previously too.

If you want to discuss something, you're out of luck. They stick to a 'script'.
If you ask to speak to someone in NZ, they refuse.
If you 'stick to your guns' and keep trying to discuss past this point, they hang up on you.

Not pleasant.

Check out my LPFM Radio Station at www.thecheese.co.nz - Now on iHeart Radio, TuneIn and Radio Garden

As per the usual std disclaimer.. "All thoughts typed here are my own."

openmedia

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#426182 11-Jan-2011 16:14

I've had their call centre staff hang up on me several times. In the end if you want to get someone in NZ to speak to you make a formal complaint and then someone will ring you back.

Over Christmas I couldn't even get a CSR to answer on their 777 number.

Generally known online as OpenMedia, now working for Red Hat APAC as a Technology Evangelist and Portfolio Architect. Still playing with MythTV and digital media on the side.

ZollyMonsta

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#426184 11-Jan-2011 16:17

Yup, my wife has made a formal complaint via VF's website.

It will be interesting to see what the response is.

I believe it is the same issues that have been documented lately.. (related to Data Stalling / calls going straight to voicemail)

Check out my LPFM Radio Station at www.thecheese.co.nz - Now on iHeart Radio, TuneIn and Radio Garden

As per the usual std disclaimer.. "All thoughts typed here are my own."

ajw

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#426194 11-Jan-2011 16:43

ZollyMonsta: Yup, my wife has made a formal complaint via VF's website.

It will be interesting to see what the response is.

I believe it is the same issues that have been documented lately.. (related to Data Stalling / calls going straight to voicemail)

Its a lot worse in Australia.

http://forums.whirlpool.net.au/forum-replies.cfm?t=1614312

sudo

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#426197 11-Jan-2011 16:48

Record it ... if you have the opportunity you can offer to share it with Vodafone complaints.

johnr

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#426206 11-Jan-2011 16:56

ZollyMonsta: Yup, my wife has made a formal complaint via VF's website.

It will be interesting to see what the response is.

I believe it is the same issues that have been documented lately.. (related to Data Stalling / calls going straight to voicemail)

It will not be related in anyway this has been mentioned more than once in the other thread

John

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ZollyMonsta

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#426221 11-Jan-2011 17:39

Ok so it's not... Maybe.

Regardless, no reason for CSR hanging up.

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johnr

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#426225 11-Jan-2011 17:45

ZollyMonsta: Ok so it's not... Maybe.

Regardless, no reason for CSR hanging up.

I agree

How many examples have you got?

ZollyMonsta

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#426229 11-Jan-2011 17:55

Three in here at least. No doubt many more

Check out my LPFM Radio Station at www.thecheese.co.nz - Now on iHeart Radio, TuneIn and Radio Garden

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johnr

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#426239 11-Jan-2011 18:35

ZollyMonsta: Three in here at least. No doubt many more

If you can get a few more examples take note of the time and dates then I check the serving cell stats

John

nakedmolerat

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#426262 11-Jan-2011 19:17

johnr:
ZollyMonsta: Three in here at least. No doubt many more

If you can get a few more examples take note of the time and dates then I check the serving cell stats

John

it happened to me on Sunday (9/1/2011) night between 09.00 - 9.30. 4-5 consecutive calls went straight into my voicemail. i am on 2degrees, roaming on vodafone network. i dont know which company is at fault

johnr

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#426276 11-Jan-2011 19:57

nakedmolerat:
johnr:
ZollyMonsta: Three in here at least. No doubt many more

If you can get a few more examples take note of the time and dates then I check the serving cell stats

John

it happened to me on Sunday (9/1/2011) night between 09.00 - 9.30. 4-5 consecutive calls went straight into my voicemail. i am on 2degrees, roaming on vodafone network. i dont know which company is at fault

Sorry can't help you I can't run checks on the 2D network

wreck90

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#426324 11-Jan-2011 22:46

I wonder about the service level agreement between vodafone and 2degrees.

Eg, do vodafone have much inclination to fix faults for roaming 2d subscribers?

ZollyMonsta

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#426327 11-Jan-2011 22:58

Back on topic anyway...

Anyone else had Vodafone CSR staff hang up on them?

Check out my LPFM Radio Station at www.thecheese.co.nz - Now on iHeart Radio, TuneIn and Radio Garden

As per the usual std disclaimer.. "All thoughts typed here are my own."

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