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Topic # 97182 13-Feb-2012 10:51
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I wanted to share my extremely positive experience with Vodafone over the last few days. 

I also want to make clear I have received no financial incentive for these comments and that I am in no way related or employed by Vodafone.

I recently wanted to go away for a few days, and where I was going there was no decent landline based broadband, but I also wanted to be able to work remotely.

I wanted to add 1-2GB of data to my mobile plan, but was told there wasn't anything cost effective that would allow for it. Then the person on the end of the phone asked me to hold and said, when he came back, that having looked at my plans, we were on an older plan than the current ones, and that by signing one of these new plans, I could double my current monthly data allowance, wipe $100 in call costs from my current bill and for the first 6 months get additional 1GB of data. He said he had looked at the other phones on my account and could offer the same on those mobiles as well.  All in all he has saved us $160 a month on our account. He answered his emails promptly, was professional and displayed a great deal of patience. 

He offered me a contract with a hardware subsidy on the other phones which were not on contract. My contract had sometime to run and when I queried cancelling and getting a new plan he said I would need to pay a $150 early termination fee. I queried this and he said it was fixed but he would speak to his manager, who later authorized a waiver so I could get the full hardware subsidy.

At the end I asked about one of the numbers I have which we aren't using and he suggested migrating it to a prepay which had a 12 month expiry which would save me a further $330 a year, and passed me on to the right department, gave them the full run down and then passed me through. The new attendant asked if I wanted to stay on account, but suspend the account and then said she would waive the fees related to that.

Transition to the new plans has been seamless. 

Yesterday my office phones were faulting (Static) and it appeared (mistakenly) our Static IP had been blacklisted with VF's smtp servers (Not with anyone else though).  I spoke to a person who asked the right questions and opened a case for Chorus to investigate which they did a few hours later (Resolved before This mornings working day started). A Chorus tech attended site to check everything was working. 

I got a follow up from the VF employee saying the blacklist had been removed and his apologies for the problem, and indeed the problem was resolved. 

I recently installed Vf's Android app for monitoring my account and it works flawless, and even has a widget which is lightweight and well designed. 

Thanks Vodafone, you guys rock, keep up the good work!

 

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  Reply # 580745 13-Feb-2012 10:58
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Hi networkn

Thanks for taking the time to post this feedback about the service you got from Vodafone front line staff,

John

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  Reply # 580746 13-Feb-2012 10:58
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It's refreshing to see people starting a positive topic, rather than a negative one.

And well done to Vodafone for simply doing the job correctly - it's nice to see taking ownership of a problem, and putting it right.



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  Reply # 580749 13-Feb-2012 11:02
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RunningMan: It's refreshing to see people starting a positive topic, rather than a negative one.

And well done to Vodafone for simply doing the job correctly - it's nice to see taking ownership of a problem, and putting it right.


I've been with VF for mobile since BellSouth, and until say 2 years ago, wasn't that happy, didn't feel appreciated, felt like a number blah blah.

In the last 2 years we have everything with them and even though there have been some (Serious) Missteps, I can not recall a company more focused on taking ownership of a problem and righting things that haven't gone properly.

I have even had staff make trips to the office late at night in the weekend to correct incorrect configurations in one very extreme case.

It takes a fair bit to impress me, but they have my vote.

I can't recall a large organization with a better customer service focus.

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  Reply # 580755 13-Feb-2012 11:10
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networkn:In the last 2 years we have everything with them and even though there have been some (Serious) Missteps, I can not recall a company more focused on taking ownership of a problem and righting things that haven't gone properly.


In my mind, that's the key. It's unreasonable to expect everthing to work all the time, with no problems, breakdowns, or plain old human error. However, when a person or organisation puts their hand up, acknowledges the issue, and takes timely steps to resovle it - I don't think you can ask for much more than that.

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  Reply # 580807 13-Feb-2012 12:28
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freitasm:
networkn: I can't recall a large organization with a better customer service focus.


Every story has another (sad) side though...


This isn't by the looks of it, an issue except of understanding how Vodafone runs this promotion. Seems like they have done all that is reasonable (two separate VF people have called and explained the process).

It seems like he doesn't "like" the process, but it's not really one of a problem as such. 

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  Reply # 580811 13-Feb-2012 12:33
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networkn:
freitasm:
networkn:?I can't recall a large organization with a better customer service focus.


Every story has another (sad) side though...


This isn't by the looks of it, an issue except of understanding how Vodafone runs this promotion. Seems like they have done all that is reasonable (two separate VF people have called and explained the process).

It seems like he doesn't "like" the process, but it's not really one of a problem as such.?


I have explained by phone and email, Vodafone front line staff have explained,

No one is out of pocket $20, It's just how the promo is running, Every customer on this plan gets a $20 credit once a month applied to the account, $30 - $20 = $10


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  Reply # 580816 13-Feb-2012 12:44
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networkn: It seems like he doesn't "like" the process, but it's not really one of a problem as such. 


Agreed.  Let's try and keep that discussion in that thread to stop confusion between the two.

Good to hear positive feedback on any provider.  We are all too keen to post negative stuff, but the actual good stuff often gets overlooked.

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  Reply # 580819 13-Feb-2012 12:45
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networkn:
freitasm:
networkn: I can't recall a large organization with a better customer service focus.


Every story has another (sad) side though...


This isn't by the looks of it, an issue except of understanding how Vodafone runs this promotion. Seems like they have done all that is reasonable (two separate VF people have called and explained the process).

It seems like he doesn't "like" the process, but it's not really one of a problem as such. 


Point to be specific, I don't deem Vodafone NZ being having bad customer service or bad at the customer service focus. In all possibility, it has been satisfying when I had to call up CSR with our billing situation. 

However (in respect to our situation) I see the way the crediting could work better had the credit be applied at the start of the cycle, rather reimbursing the current cycle in the following month.

I know no one is losing out on the credit but the process could be much clearer and easier to understand if it follows all other method of crediting - e.g. how BestMate is charged and how the credit is applied, both on the same bill, for the same cycle. Not one being charged for current cycle, and be credited in the next cycle, it just feel out-of-loop with billing.

BUT it is my opinion and how confusing it is to me - and also a shock to us, twice in a roll, of we're going to pay "more" when first reading the bill.

Sorry going OT and OTT on this topic.

However, I am not all bitter, Vodafone NZ has (in its recent years) been pretty good with their CSR front. 




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  Reply # 580825 13-Feb-2012 12:57
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Just pay the invoice -$20 and the credit will take care of the rest,

Not all customers have the same billcycle date

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  Reply # 581202 14-Feb-2012 08:30
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FWIW, I asked @johnr for help when me Mum was having an issue with unwanted calls (nothing malicious, thankfully), and he was more than happy to help. I was most grateful - thanks John!




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Reply # 581206 14-Feb-2012 08:36
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richirvine: FWIW, I asked @johnr for help when me Mum was having an issue with unwanted calls (nothing malicious, thankfully), and he was more than happy to help. I was most grateful - thanks John!


No worries it was the nuisance calls team that did most the work

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