vodafone email customer service: do they reply?

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kelly2626

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#7808 11-May-2006 12:25

my friend emailed vodafone about a problem and hasn't had a reply for 2 weeks. Do vodafone actually read their emails? She chose to have a response to it. When i had a query and I emailed telecom i got a reply within 6 hours.
anyway my friend emailed vodafone because of missing vodafone live content. If you go to the vodafone live then click on vodafone music,then charts,and click on full track chart, the page is blank.its been like that for 2 weeks now.and also if you click on music video chart, the page is blank too.Do the vodafone live team actually check to see if all the services are running correctly?

freitasm

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#35510 11-May-2006 12:31

I haven't tried Vodafone's email services yet, but in my experience most companies don't bother replying to e-mails. Old rant of mine.

I think it is just plain stupid companies having an "email us" link or form and not actually doing anything with the customer's inputs or requests.

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cokemaster

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#35514 11-May-2006 13:13

I've found that the best approach is to use their web-email application to create an initial thread. Replies will be delivered by email and you can reply to those via email too.
Edit: click on my help

They usually take one weekday to reply, with more 'difficult' ones you might find it will take longer before someone does (sometimes never).
Just be warned that once they'll marked a thread as solved you'll be lucky if you'll get a reply without creating a new thread.

Also they'll often indulge in 'form' replies. Like if you complain about the let yourself go promotion being only open to Prepay, you'll basically get a copy and paste job from the website... It has been quite 'frustrating' because I have asked about Call diverts (ie. I want Voicemail on out-of-range/off, no answer but not on busy... I've read up on their web site documentation, entered the codes etc, but they always resort back - and email support was useless in this regard)

I used it while in China, the two issues I've noted about are quite frustrating and one of the biggest setbacks for me.

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sbiddle

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#35518 11-May-2006 15:12

I haven't had a reply from them despite sending the same email 4 times over a 2 month period.

johnr

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#35519 11-May-2006 15:47

kelly2626 has your friend tryed there SIM in another handset? What make and model of handset is it? and where was it purchased?

johnr

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#35520 11-May-2006 15:50

cokemaster what you require is a special setup and thats to have the CFB (call forward busy) removed from the OOCF and then you need to turn off call waiting in the menu of your handset.

You can not remove the CFB on the OCCF from the menu of your handset. No code will action this as the OCCF can only be controlled by the network operator (You can only turn off the call waiting)

Ring Vodafone and request them to remove the call feature (vodafone Call forward on busy) NOT (You forward on busy) this will remove CFB from the OCCF and with call waiting off when people ring and you are on the phone they will get the engaged tone.

The above can only be done easily if your on account.

If you have any further issues PM me

John

johnr

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#35523 11-May-2006 16:19

just further to my last post cokemaster if you don't want people calling you to get the engaged tone don't turn off your call waiting. Just leave this on.

and what will happen cause there is no CFB under the OCCF it will just ring out without going to voice mail (only when you are on a call)

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cokemaster

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#35542 11-May-2006 21:27

Checked with customer services, hopefully everything has been set up (more details in PM).

Thanks :)

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kelly2626

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#35571 12-May-2006 10:59

off memory my friends vodafone handset is a panasonic VS2. It's not an imported phone. My friend bought it in New Zealand from either dick smith electronics or a vodafone store. can't quite remember which one. I don't know if my friend has tried the sim in another handset. I think my friend has a SIM1 card though,not a sim2 sim card.Why is there something wrong with my friend's phone or sim card because everything else works on it.

johnr: kelly2626 has your friend tryed there SIM in another handset? What make and model of handset is it? and where was it purchased?

johnr

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#35576 12-May-2006 12:32

mmmmmm panasonic VS2 try to download FMT tracks and also trying to download music Videos

Something does not sound right here!!!

lokinz

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#35591 12-May-2006 16:03

The links your friend is having trouble with do in fact work. My best guess would be your friend is trying to access 3G content form a non 3G handset.

It will not work.

kelly2626

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#35669 14-May-2006 13:12

Well if they are 3G content why isn't their a 3G icon next to the full music chart or full video chart? There is a 3G icon for the "video archive". And my friend is not trying to download the music videos. She is just trying to view the chart.

johnr: mmmmmm panasonic VS2 try to download FMT tracks and also trying to download music Videos

Something does not sound right here!!!

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lokinz

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#35725 15-May-2006 08:18

The "chart" is just a page of links to download the content. No 3G, No download. End of story.

ash3rr

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#35785 15-May-2006 18:16

funny.

I remember sending them several emails which they never replied too!

Wonder why this is?

I remember finding out about them changing the call centre hours so they close at 5pm or something instead of it being 24 hrs...
and the reason was given that customers don't want to be able to call at all times or something similar! how fricken bizarre...

have they gone back to 24 hr call centre now? I hope so.

not that it matters im on telecom now.

johnr

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#35813 15-May-2006 21:40

ash3rr the hours are 8am to 8pm and they take Emails very seriously. Some may be treated as SPAM and be automatically deleted this is not on purpose. (guessing this is what could happen)

And I would say many calls they received during the night would of been drunk people asking the time and asking for free credit or asking for a taxi.

They still provide 24/7 service for urgent services lke lost phones that need to barred and police issues, Its not all doom and gloom.

Hope this clears things up