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Topic # 96584 31-Jan-2012 16:00
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A few years ago, mum had a contract with Vodafone. 
A couple of years later we decided that we'll get me on a contract under her name (as I was under 18 at the time), which mean she effectively "owned" my account which was fine for about a year or so, then I decided to go to Prepay which was little issue with Vodafone and they did the swap over at the end of the billing month.

Come 1-2 years later, I decided I wanted a contract again, so I went into the Vodafone retail store in Queen Street to sign up, only to be told by a complete *insert something here* that I don't own my account, which is complete bull. The guy wouldn't process my application and so a few seething words were said and I left. Later that evening I rang Vodafone who CONFIRMED that I actually DO have the account under my name, and had done so for quite some time.
About a week later I went into the Albany Vodafone store and signed up to a plan, which didn't come without its troubles as they charged me for an add-on which I never signed up for. But to be fair, the person who signed me up admitted she was new, so I spoke to Vodafone CS and they credited the add-on charge back.

A few days ago, my mum decided she wanted to change her best-mate, which she hasn't done for quite some time (obviously before I changed to go onto a contract) and was told "No. This isn't your account." At which point she asked the CS to call me to have our accounts unlinked and for me to confirm that her number is in fact her number, which I did. My mum has now decided she wants to add a third best mate to her account and called up to make the change (she's not big on the on-line services) only to be told "sorry, you don't own this account."

Mum called me, bit angst at the whole situation (I don't blame her, I'm annoyed too) and asked me if I could please ring Vodafone to get it sorted, which was fine as I normally sort these types of things for my mum. So I go to call Vodafone and get told "There is a THIRTY MINUTE wait time"?!?!

So now we're stuck in this infinite loop of  going back and forth of getting our numbers so that my number is my number and mums is mums. 


Why is this seriously so difficult?

PS: I'm going to attempt vodafone again shortly, but if theres another 30 minute wait time, then I'm going to tell mum to cancel her contract, cause this is crazy. Lots of mixed messages been sent around. 





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  Reply # 575401 31-Jan-2012 16:09
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Don't you have my email address?



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  Reply # 575419 31-Jan-2012 16:41
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Fair call John. Didn't want tobother you again with my troubles :p

But thanks very much for calling! Much appreciated.  

As it stands as an update for geekzone; John has passed it onto the team that'll be able to make these change for us and it's currently being looked at... Will update when I hear back about it!


 


Thanks again John. 





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  Reply # 575424 31-Jan-2012 16:48
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Your mobile number / account is going to be moved to it's own account number!

This will save any confusion :)

BDFL - Memuneh
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  Reply # 575426 31-Jan-2012 16:48
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Aaroona: As it stands as an update for geekzone; John has passed it onto the team that'll be able to make these change for us and it's currently being looked at... Will update when I hear back about it!


While this is all good (thanks John), the question remains in my mind: why is that help desk people are usually powerless to changes things, or simply don't do it even after they say they will do it, and things only get moving when people complain publicly?

What's with call centres these days? Can't things just work?

And no, this is not a Vodafone thing. It seems every call centre story is similar...

 




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  Reply # 575472 31-Jan-2012 17:54
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freitasm:
Aaroona: As it stands as an update for geekzone; John has passed it onto the team that'll be able to make these change for us and it's currently being looked at... Will update when I hear back about it!


While this is all good (thanks John), the question remains in my mind: why is that help desk people are usually powerless to changes things, or simply don't do it even after they say they will do it, and things only get moving when people complain publicly?

What's with call centres these days? Can't things just work?

And no, this is not a Vodafone thing. It seems every call centre story is similar...

 


I totally agree and was going to write the same thing.  Whilst I think its great of Johnr to stand up and to take ownership of the matter, it shouldn't have to be like this - what is the point of the helpdesk if Johnr has to sort out our issues?

(and this can apply equally to any company that has a high presence on geekzone). 

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  Reply # 575484 31-Jan-2012 18:12
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Picture is getting clearer after Aaron has checked the paper work he forgot to sign and has another drivers licence number on it

John

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  Reply # 575539 31-Jan-2012 20:34
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timbosan:
I totally agree and was going to write the same thing.  Whilst I think its great of Johnr to stand up and to take ownership of the matter, it shouldn't have to be like this - what is the point of the helpdesk if Johnr has to sort out our issues?

(and this can apply equally to any company that has a high presence on geekzone). 


Without commenting directly on the OP's trouble, it's unfortunately been my experience that promises by VF's call centre staff to do something usually requires follow up 80% of the time.


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  Reply # 575548 31-Jan-2012 20:53
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dejadeadnz:
timbosan:
I totally agree and was going to write the same thing. ?Whilst I think its great of Johnr to stand up and to take ownership of the matter, it shouldn't have to be like this - what is the point of the helpdesk if Johnr has to sort out our issues?

(and this can apply equally to any company that has a high presence on geekzone).?


Without commenting directly on the OP's trouble, it's unfortunately been my experience that promises by VF's call centre staff to do something usually requires follow up 80% of the time.



When did you last call and have issues?

Have you got examples I can follow up?

gzt

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  Reply # 575551 31-Jan-2012 21:04
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dejadeadnz: Without commenting directly on the OP's trouble, it's unfortunately been my experience that promises by VF's call centre staff to do something usually requires follow up 80% of the time.

My guess is the CRM does not have good operator independent follow up scheduling and the alternative human systems are easily broken by shift changes and the like.

With sincere apologies to johnr (who provides outstanding service to the Geekzone community): - Vodafone NZ's customer service used to be outstanding, relaxed, efficient and personal when compared to Telecom's. Since reaching an optimum market share many years ago it seems VF put far less effort into making a difference in customer service, and now it is managed by the numbers.

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  Reply # 575555 31-Jan-2012 21:28
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gzt:
dejadeadnz:?Without commenting directly on the OP's trouble, it's unfortunately been my experience that promises by VF's call centre staff to do something usually requires follow up 80% of the time.

My guess is the CRM does not have good operator independent follow up scheduling and the alternative human systems are easily broken by shift changes and the like.

With sincere apologies to johnr (who provides outstanding service to the Geekzone community): -?Vodafone NZ's customer service used to be outstanding, relaxed, efficient and personal when compared to Telecom's. Since reaching an optimum market share many years ago it seems VF put far less effort into making a difference in customer service, and now it is managed by the numbers.


I agree with parts but with what has happened in the last 12 months and what Vodafone NZ is doing in the back ground is amazing to where we were 10 - 12 months ago,

All call centre support staff are now NZ based over 3 sites they are still recruiting to boost call centre staff numbers, Someone I know just got told last week they now have a job in Vodafone and he is very happy and starts mid Feb

Any feedback good / bad is Welcome and I will help out where possible but please note I have a full time job in Vodafone that is not related to the Vodafone NZ forum or Geekzone! Everything I do online is my own doing but don't get me wrong I do enjoy what I do online

John

gzt

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  Reply # 575560 31-Jan-2012 21:34
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Thanks for the response. Good to hear things are moving forward for VF in this area. I certainly appreciate your many personal and informative posts here and I'm sure others feel the same.

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  Reply # 575607 1-Feb-2012 01:18
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johnr:
When did you last call and have issues?

Have you got examples I can follow up?


My last hassle-filled dealing involved the early renewal of my mobile contract around August last year. Everything got sorted in the end and to the credit of whoever it was (I doubt I have the details by now) that took my follow up call, she said she would e-mail me to confirm that everything was done and she actually did. Generally, VF works pretty well for me that I don't often need to contact people there -- I just, how do I put it politely, have rarely found needing to talk to VF CSRs a pleasant experience in terms of getting things done the first time.

But I do find the vast majority of the staff to be pleasant and well-mannered, which at least helps to smooth things over a bit.





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  Reply # 575629 1-Feb-2012 08:04
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johnr:
gzt:
dejadeadnz:?Without commenting directly on the OP's trouble, it's unfortunately been my experience that promises by VF's call centre staff to do something usually requires follow up 80% of the time.

My guess is the CRM does not have good operator independent follow up scheduling and the alternative human systems are easily broken by shift changes and the like.

With sincere apologies to johnr (who provides outstanding service to the Geekzone community): -?Vodafone NZ's customer service used to be outstanding, relaxed, efficient and personal when compared to Telecom's. Since reaching an optimum market share many years ago it seems VF put far less effort into making a difference in customer service, and now it is managed by the numbers.


I agree with parts but with what has happened in the last 12 months and what Vodafone NZ is doing in the back ground is amazing to where we were 10 - 12 months ago,

All call centre support staff are now NZ based over 3 sites they are still recruiting to boost call centre staff numbers, Someone I know just got told last week they now have a job in Vodafone and he is very happy and starts mid Feb

Any feedback good / bad is Welcome and I will help out where possible but please note I have a full time job in Vodafone that is not related to the Vodafone NZ forum or Geekzone! Everything I do online is my own doing but don't get me wrong I do enjoy what I do online

John


I back up John 100% with this statement.

I have been with VF for 5 years plus and the improvements over the past year have been incredible. The last guy I spoke to at the helpdesk must have been sitting cross legged on a comfy pillow chanting some sought of VF chakra because he was a guru. It's nice to talk to someone who actually knows more about the plans than you do!

I think since bringing the call centre home things have been on the up and up. No doubt their will be a few hiccups along the way but in general I think VF recognised just how bad things had gotten and put in the right steps to correct it.



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  Reply # 576234 2-Feb-2012 11:09
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johnr: Picture is getting clearer after Aaron has checked the paper work he forgot to sign and has another drivers licence number on it

John


I didnt forget to sign it, the store took a signed copy and gave me my customer copy (customer copy I didnt sign).
 
There have been a few muck ups in regards to paperwork and the way the account was separated as opposed to how it was meant to be separated. 


I've just spoken with John on the phone, and it looks like hes got it all sorted. I now have a new account number which will hopefully be active tomorrow, so I can use My Vodafone again.


Will report back tomorrow.

John was saying it takes 24 hours for the account number to be active so I can add it to myvodafone.  





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Reply # 576247 2-Feb-2012 11:33
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Any feedback good / bad is Welcome and I will help out where possible but please note I have a full time job in Vodafone that is not related to the Vodafone NZ forum or Geekzone! Everything I do online is my own doing but don't get me wrong I do enjoy what I do online

John


Thanks for the response. Good to hear things are moving forward for VF in this area. I certainly appreciate your many personal and informative posts here and I'm sure others feel the same.



+1. Great job, John.  

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