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  # 453398 30-Mar-2011 09:47
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nate:
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: 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?


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?


Like Mauricio said I don't really care about email response times. They replied within about four business, hours, so that was totally fine. The email was professional and polite, and basically said "i've told someone about the problem".

If having my number would help track the problem down then i'd be happy to supply it. The reason I didn't initially is because I wanted to see if regular Vodafone customer support could solve the problem before I "cheated" and got John here to take a look. I don't think fixing something relatively high profile like this should take special assistance, it should be done if any customer says "hey it doesn't work".

John, let me know if having my number would help you solve the problem. Of course when I emailed customer service I gave it to them. You could possibly look up the ticket, 110328-005087.



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  # 458673 14-Apr-2011 12:46
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Aannnnndddddd... nothing. They said "we've told the engineers " two weeks ago and I haven't heard anything since, even though I asked them to let me know what happens.

I'm surprised they don't want to fix their broken systems. Plus while I don't much care it's another example of poor customer service.

 
 
 
 


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  # 458713 14-Apr-2011 13:21
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timmmay: Aannnnndddddd... nothing. They said "we've told the engineers " two weeks ago and I haven't heard anything since, even though I asked them to let me know what happens.


Not helpful but I always get the notifications - just moved a cellphone connection to another company account, was notified plus told when the phone left then rejoined our family account.

Trying to change ownership for an ADSL connection, now that's a drama.



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  # 458718 14-Apr-2011 13:25
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It is helpful to know they work sometimes.

My comment is specifically about changing add-ons and best mate details on the vodafone self service website. Your ones sound like they're a bit different.



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  # 462058 24-Apr-2011 23:40
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I made another change to my account today today, and the promised txt notification again didn't arrive. Again. I guess the fault I logged as gone into the black hole of "second level tech support" never to be seen again.

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