Why won't Vodafone answer support email sent via their support system?

Forums › One New Zealand (including Vodafone, WxC, Farmside) › Why won't Vodafone answer support email sent via their support system?

cokemaster

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#8608 14-Jul-2006 16:25

Why is it, when I ask questions that are a bit harder to harder that they mark them as 'solved - no rep' and not respond?
When they do actually answer its usually to simple questions or just form responses... if I reply it usually goes into the same boat.

I've had it happen to me many times only for a email to be marked as 'solved' or 'solved - no rep' and no response given back. The only way to get their attention is to send it again as a unresolved ticket. Is this really good enough? Obviously the ticket is not solved so why do it?

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#41067 14-Jul-2006 16:29

Mmmmm, it's a bit annoying eh? You would think they would rather you use the feedback form on their site than call their customer service team!! I've given up asking for help via their website and now I just call up 777 - much faster response.

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#41069 14-Jul-2006 16:34

Dont forget the fantastic holding music *yawns*

cokemaster

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#41074 14-Jul-2006 16:59

Its a nice merry go around - Solution support won't do anything (they claim the issue is 'resolved' and the charges legit which doesn't make sense when the charges don't appear on different accounts using the same handset) and say the only way to get action is to write letter of complaint.... Email team buries it.
Yay for the merry go round.

Calling regular customer services results in a similar round about - they're moderately helpful till they read the notes Solution Support have left or contact Solution support about the case.

Who knows, given the latest feedback regarding the prepaid only offer, I'll probably get a form letter stating how special you choose plans are and how I shouldn't worry etc etc... figures.

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sbiddle

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#41077 14-Jul-2006 17:12

At least you got a reply. I've sent the same email 5 times from early mid January to mid April without even so much as an automated response!

cokemaster

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#41081 14-Jul-2006 17:19

I just wonder at times whether they go out of their way not to answer emails or just copy and paste form responses in the hope that you'd give up....

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johnr

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#41088 14-Jul-2006 17:41

Cokemaster I have worked for Vodafone 6+ years

And they take all valid emails and jobs very serious I am on the front of these everyday and work very hard (notice the word VALID)

I am so amazed you are the only one that gets charged for GPRS sessions that should be free

You are the only one that your Emails get ignored

You always harp on about vodafone deals that don't suit YOU its all about me me me me me vodafone have to please me I am there only customer.

Cokemaster I am sick of your moaning everything only happens to YOU

For Gods sake what do you do to have these issues

I know about the jobs you have logged they have been invesigated no one else can not repliacte your issues. I have even tried to replicate them on my partners handset who is on account while at home.

Geekzone is a great site but reading your posts make me sick

I might have HR pull me up one day but I will deal with that.

cokemaster

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#41092 14-Jul-2006 17:55

All quotes are from Johnrs post if he decides to edit or delete them.

And they take all valid emails serious

Judging by the way mine are handled and a few others on the forum, they obviously are not.

I am so amazed you are the only one that gets charged for GPRS sessions that should be free

So?

You are the only one that your Emails get ignored

Read above. I am not the only one.

You always harp on about vodafone deals that don't suit YOU its all about me me me me me vodafone have to please me I am there only customer.

So? I am allowed to express my views, perhaps you'd like something like "Well, Vodafone is ripping me off with GPRS overcharging, but thats fine because its only me! And I'm an On Account customer yet the juicy promotions tend to get given out to prepaid customer, but its fine because Vodafone deserves to shaft its On Account customers"?

Cokemaster I am sick of your moaning everything only happens to YOU

So? Its not my problem as I have shown that it doesn't affect a different account - only my on account account.

For Gods sake what do you do to have these issues

Be an On Account customer?

I know about the jobs you have logged they have been invesigated no one else can not repliacte your issues.

They refuse to even look into the reason why one sim card does it yet another does... I've provided account details in the past complete with their PINs but solution support just doesn't care!

Geekzone use to be an enjoyable site but you ruin it.

Why thank you. I take no pleasure 'bagging' Vodafone but it seems only fair to document my issues and the responses I get. All of the 'bagging' is solely because of their inability to fix the problem after 304 days and their rather hostile responses.

I might have HR pull me up one day but I will deal with that.

I hope they do not. I have the upmost respect for you, however I will not sit down and shut up when there is a serious problem which I am reasonably certain (prepaid CS have confirmed it) that is isolated to my On Account account.

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johnr

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#41093 14-Jul-2006 17:58

Cokemaster

All on account customers work of the same billing system

if one was affected all are affected

You are allowed to express your views

YOU ARE A STUCK RECORD

It can't be isolated to your account they don't have a system for only rating your account

I know charging errors do happen but this is in error on systems or human not on purpose.

Any billing system is not %100

Vodafone have spend millions and millions in the last 2 years upgrading billing systems and its still going on today

cokemaster

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#41094 14-Jul-2006 18:02

johnr: Cokemaster

All on account customers work of the same billing system

if one was affected all are affected

You are allowed to express your views

YOU ARE A STUCK RECORD

Then please explain why it only affects my On Account SIM card while my prepaid SIM card is not affected on the same group of handsets?

Edit: Got to catch bus back to PN - 10 hour trip

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JAMMAN2110

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#41095 14-Jul-2006 18:03

Isn't it amazing that people can't help but attack other when they know they're wrong?
Coke, Simon and sbiddle all have a great point and one that really can not be ignored if we ever want to move past the point where we are now with customer services.

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#41098 14-Jul-2006 18:12

The fact that Cokemaster is on the same billing system as everyone else doesn't prove that his complaint is unfounded. As a billing administrator myself, I know that a certain combination of attributes can cause a system failure to appear to be isolated to a particular customer or a small selection of customers.

It's only fair for Cokemaster to share his experiences and frustration, although I feel that he has persevered with what he perceives to be an inferior service for far too long. It seems pretty clear to me that Vodafone have done everything that they are willing and able to do to resolve this issue, and now is the time to be taking your business elsewhere. If Vodafone has billed you for charges beyong what you have actually incurred, then simply pay what you believe you owe them and if they object then tell them that you'll see them in court.

Personally, I'm reasonably happy with the service that I have received from Vodafone but if I ever had a problem which remained unresolved almost a year later, then I would be closing my account rather than letting it turn into an ongoing drama.

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#41099 14-Jul-2006 18:13

If cokemaster has a valid problem shouldnt Vodafone be doing everything it can to rectify that?

johnr:I am so amazed you are the only one that gets charged for GPRS sessions that should be free

You are admitting there is a problem so why is it not being fixed. If you have seen the jobs that have been logged why is he not getting a response?

Coke has posted enough stuff to prove that is he being overbilled on this and sbiddle seems to be getting no where as well.

You are the only one that your Emails get ignored

You always harp on about vodafone deals that don't suit YOU its all about me me me me me vodafone have to please me I am there only customer.

Cokemaster I am sick of your moaning everything only happens to YOU

Geekzone is a great site but reading your posts make me sick

What really makes me sick is that if cokemasters problem had been with Telecom then you would have stood up and ripped into Telecom. I say good on cokemaster for trying to get it sorted and shame on you and Vodafone for the treatment he is getting.

After being round here for long enough i would have expected a much different response from you John.

The personal attacks are too much. It ends NOW!

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#41100 14-Jul-2006 18:20

This is not a personal attack against the person himself

I have meet cokemaster personally and we had a good chat one afternoon while Tim (muppet) flashed his P900 from the chinese firmware.

But I am making clear the issues he has brought up with vodafone have been invesigated by top level techs and have not been pushed under the carpet.

I did not want to bring my work into these forums but I am going to talk to cokemaster direct about the issues and deal with him

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#41103 14-Jul-2006 18:24

and Brad don't twist what I say about GPRS charging

bradstewart

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#41104 14-Jul-2006 18:25

So how long does it take to get a response from a top level investigation? 300+ days seems a very long time to have an outstanding issue still unresolved. A month is far too long.

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