Lack of text notifications after changing account/plan features?

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timmmay

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#80196 28-Mar-2011 22:27

I occasionally make changes to my Vodafone plan online, adding a new best mate or another add on to my package, that sort of thing. The website says "we'll text you as soon as this change is active". Of the half dozen times i've made changes i've never once gotten a text notification, so I never know if or when my changes takes place.

Does anyone else get those notifications?

I sent Vodafone a question asking if my latest change actually went through, and why I didn't get a notification, their auto reply said they'll get back to me within 5 days. Really, 5 days? I could call you at 2am and get the answer then, but email's sometimes easier.

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#452975 28-Mar-2011 22:32

' Within ' 5 days

If you need an answer straight away then why not call?

John

timmmay

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#452978 28-Mar-2011 22:44

Yeah, I know, there's no great hurry. Just seems high.

I think you've missed the point of my post though. The last vodafone person I mentioned it to didn't care either.

johnr

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#452988 28-Mar-2011 23:52

timmmay: Yeah, I know, there's no great hurry. Just seems high.

I think you've missed the point of my post though. The last vodafone person I mentioned it to didn't care either.

It's not the matter of not caring it's giving staff that look after the emails reasonable time to read and respond.

If there is no great hurry ' with in ' 5 days should be fine then. I honestly don't know what the issue is with been advised a company should respond with in 5 days and if need be you can call 777 / 888 / 0800 921021 24/7 days a week free of charge.

If your not getting notifications for changes then this needs to be addressed separately

John

timmmay

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#452992 29-Mar-2011 00:05

Ok forget the 5 day thing, this thread was meant to be about the lack of notifications. Does anyone get them?

johnr

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#452993 29-Mar-2011 00:05

PM me your mobile number and I will pass / link this feedback onto the team manager

Thanks John

timmmay

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#453033 29-Mar-2011 09:08

Thanks John, but I don't want special treatment, i'd rather it went through the regular channels. It something that should be fixed for everyone.

I'll see what they say, and i'll try it in a week, if I have no luck i'll PM you or perhaps i'll try again through the correct channels. I'm just curious if anything will be done or not, though posting here I guess negates that anyway.

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itxtme

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#453041 29-Mar-2011 09:24

I have had the same problem in the past, out of interest was your number ported? I always had the no text notification with my 027 ported number while my 021 number never had it.

timmmay

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#453043 29-Mar-2011 09:34

No, I bought a SIM card in an Auckland Vodafone/First Mobile store when I got back to NZ 6 or 7 years ago, and i've been using the same SIM/number ever since. I do have an 0800 number attached to my account.

nate

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#453219 29-Mar-2011 18:04

timmmay: Thanks John, but I don't want special treatment, i'd rather it went through the regular channels. It something that should be fixed for everyone.

I'll see what they say, and i'll try it in a week, if I have no luck i'll PM you or perhaps i'll try again through the correct channels. I'm just curious if anything will be done or not, though posting here I guess negates that anyway.

If you PM John it may help them track down the start of a much bigger issue.

I'm not sure why you are turning down his offer of help - surely having someone high up in tech support offer help is invaluable?

johnr

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#453222 29-Mar-2011 18:37

I did email a manager today and she advised they do reply to the emails when the request is done.

Do you get the emails back?

freitasm

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#453225 29-Mar-2011 18:44

What about the actual problem at hand, the lack of promised SMS notifications when an account change is activated?

johnr: I did email a manager today and she advised they do reply to the emails when the request is done.

If I understood it correctly he emailed Vodafone support asking about the lack of SMS notifications. It doesn't look like the SMS notifications are happening, so the support couldn't possibly consider the request for information on lack of SMS "closed" or "done", right?

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johnr

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#453235 29-Mar-2011 19:09

freitasm: What about the actual problem at hand, the lack of promised SMS notifications when an account change is activated?

johnr: I did email a manager today and she advised they do reply to the emails when the request is done.

If I understood it correctly he emailed Vodafone support asking about the lack of SMS notifications. It doesn't look like the SMS notifications are happening, so the support couldn't possibly consider the request for information on lack of SMS "closed" or "done", right?

I can't look into an issue and get the full picture unless I have something to work with. As you can see the OP does not want to provide their mobile number.

John

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#453236 29-Mar-2011 19:12

Yes, I know that. But I had the impressions a lot of attention was given to the email response times, when that is probably the least of the issues around.

As for the OP not giving details, I agree with previous comment that not providing those now could potentially hide a problem.

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tripp

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#453345 30-Mar-2011 07:02

I have the same problem.

You add a best mate via vodafone.co.nz it does the order, you get the order number, does all the checks and at the end says "That the add-on has been ordered and that you will get a text when its been done" never get a text (have not had one for months, and i have changed my best mates a few times by removing old ones and adding new ones) the way i check if the best mate has been added is going back onto the website a little later and having a look if there is any outstanding orders (as you can only have 1 outstanding order at a time).

Done from:
Login to myvodafone
Click on "My Add-ons"
Pick your add on.

Might be the same problem that when the add on is active the system is not texting out (i know you did your one via email and i am doing it online).

wreck90

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#453348 30-Mar-2011 07:34

I am on prepay, and every month I get a text from vodafone to signal a topup will be made.

However, last month did not get the sms so did not topup and my best mates number was subsequently cancelled.

I phoned vodafone, and they said I should not rely on SMS from them and that I did not get it because of the Christchurch earthquake.

So, that was that!

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