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Thread: An 'Own Goal' from Vodafone ?

  1. #1
    AF Jedi Non/Former NZG Escort or Agency
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    Default An 'Own Goal' from Vodafone ?

    Most of our 'on account' cellphones are with Spark , most prepay are with Skinny . But I have 1 Vodafone on account mobile ( our landlines are generally with Vodafone , and this phone is effectively part of a package deal ) , and 3 bar managers have them too -- these are because the people already have on-account phones already ( often paying off their phones ) so we've taken over the account . Some of you may have phones with Vodafone .

    On Friday ( yes , Good Friday , although it didn't really matter what the day was ) on 'my' phone , there was a text message "Reminder -- your Vodafone account of $82.31 is due for payment by tomorrow" . Good service , I thought , as I'd obviously forgotten to pay the current bill . So I sit down at the computer , open that bank account , then scroll back , and lo and behold -- paid 17 March $82.31 ! So I look at emails , and sure enough , account received by email 16 March , total amount due $82.31 .

    On Saturday , I ring their 'help' line , get transferred around 4 different people , then finally "Oh , apparently we are just testing a new reminder system" ( said in a Filipino accent ? I think they do claim the call centre is in NZ , but maybe none of their call centre staff are NZ born ? ) . "Just ignore it if it has been paid" .

    So how weird is that ? They have a system that can text you a reminder . It can tell you your account balance . BUT they don't bother updating it to show payments made 2 weeks prior ! No real harm done , but it was just so stupid , especially as it took a couple of minutes to check . In fact , you almost wonder if they are half-pie hoping people pay their account again , without checking ?

    Very tempted to call Spark , and see if they will match that account -- its a landline and mobile , both on unlimited calling , and several add on services .

  2. #2
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    I think you will find they do not care if you change you are most likely just a number to them and a lot would pay again so they get a double lot out of it
    ring them up and they make all the excuses under the sun it is always someone elses fault
    Quote Originally Posted by Sir Cornelius Platinum View Post
    Most of our 'on account' cellphones are with Spark , most prepay are with Skinny . But I have 1 Vodafone on account mobile ( our landlines are generally with Vodafone , and this phone is effectively part of a package deal ) , and 3 bar managers have them too -- these are because the people already have on-account phones already ( often paying off their phones ) so we've taken over the account . Some of you may have phones with Vodafone .

    On Friday ( yes , Good Friday , although it didn't really matter what the day was ) on 'my' phone , there was a text message "Reminder -- your Vodafone account of $82.31 is due for payment by tomorrow" . Good service , I thought , as I'd obviously forgotten to pay the current bill . So I sit down at the computer , open that bank account , then scroll back , and lo and behold -- paid 17 March $82.31 ! So I look at emails , and sure enough , account received by email 16 March , total amount due $82.31 .

    On Saturday , I ring their 'help' line , get transferred around 4 different people , then finally "Oh , apparently we are just testing a new reminder system" ( said in a Filipino accent ? I think they do claim the call centre is in NZ , but maybe none of their call centre staff are NZ born ? ) . "Just ignore it if it has been paid" .

    So how weird is that ? They have a system that can text you a reminder . It can tell you your account balance . BUT they don't bother updating it to show payments made 2 weeks prior ! No real harm done , but it was just so stupid , especially as it took a couple of minutes to check . In fact , you almost wonder if they are half-pie hoping people pay their account again , without checking ?

    Very tempted to call Spark , and see if they will match that account -- its a landline and mobile , both on unlimited calling , and several add on services .

  3. #3
    AF Jedi Non/Former NZG Escort or Agency
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    All up , we spend about $1400 a month with them ( mostly landlines and internet ) , $500-600 with Spark , and $300 with Skinny . Yep , a drop in the bucket , but piss 1000 or 10,000 people like me off , and there goes some turnover . About 80% of that is the bars -- the parlours don't spend $2k on phones haha .

    If I had forgotten , it would be a handy service . But the fact they implied I hadn't paid , when I had , is annoying -- they have the computer system , so why not use it , instead of just lazily sending out a message implying it hadn't been paid ?

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    A few years ago I was friendly the manager of a wrightson's store and someone picked up a saddle and they could not remember who so they charged all that came store that day that could have used one with one I think it was 10 different accounts and only one questioned it so that sold that saddle 9 times

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    Their customer service is worse than shit.

    A number of years ago I wanted to change plan. The call centre insisted that i need a new contract. I did not want or need a contract for a year. After going round in circles for half an hour I gave up.

    Went to the Telecom shop in Newmarket and told them what I wanted. No problem, it was more like McDonalds. Do you want fries with that. Had to get my account number from the vodafone shop in 277. They asked if I was going Telecom. They still gave me it.

    As you can see I am referring to telecom here as it was when they hadn't rebranded.

    Well last year I got a call from Vodafone asking why I left them. I patiently explained why then asked him to see when I left. His comment was, "opps, not a good look" realising that I left 7 years ago.

    They do notice that you have left, it does take some time.

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    With the bars , we had the opposite -- we were with Telecom ( 6 to 8 years ago ) and got some kind of HANZ ( Hotel Association ) 'special deal' -- maybe 10% their advertised rates . Vodafone ( when they actually had reps ) called one of our bars , and asked what we were paying . The Manager referred the rep to my business partner or me -- she rung me . When I mentioned we had several bars ( but mostly seperate limited liability companies ) as well as my own businesses , she said she would meet me the next day , and did . I had tyo write out all the phone numbers , internet connections , which ones had fax machines , blah , blah .

    Within 4 days she got back to me with a package deal , which included unlimited tolls and calls to mobiles , and no data charges for internet or EFTPOS machines -- saved about $40-50 per month per site ! I rung Telecom , pushed 8 or 10 different choices over 20 minutes , got someone who said they would get a local Hamilton rep to call me . Nothing . About a week went by , the Vodafone lady rung me twice in that time . So we changed , which was fairly seamless .

    We didn't get any bills for around 3 months , and when we did , they were huge -- we'd been charged all the calls and data . I rung , they looked into it , took about a week , they apologised , worked out an approx figure , and said pay 1/3rd this month , 1/3rd next , 1/3rd in 3 months , as it was their stuff-up . We paid the first payment , so this was getting close to 5 months after we'd changed , and one day someone from Telecom rung . 'Why did you change Sir ?' -- ummm -- they were about half your price . "Did you give us the chance to match that Sir ?" . Well , apart from the fact that you should be giving us good rates in the first place , yes , I did ring , got almost no customer service , and a 'promise' that someone would call me back , which never happened .

    "Oh well Sir , we can match that rate -- would you like to change back to us ?" -- ummmmm , are you serious ? Your company cannot even return calls , and we changed about 5 months ago , and this is the first call I've had from you in all that time -- what do you think ? Do you honestly think I would be impressed by your companies lack of anything approaching service ? Good bye . . . . . . . . .

  7. #7
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    Quote Originally Posted by Sir Cornelius Platinum View Post
    With the bars , we had the opposite -- we were with Telecom ( 6 to 8 years ago ) and got some kind of HANZ ( Hotel Association ) 'special deal' -- maybe 10% their advertised rates . Vodafone ( when they actually had reps ) called one of our bars , and asked what we were paying . The Manager referred the rep to my business partner or me -- she rung me . When I mentioned we had several bars ( but mostly seperate limited liability companies ) as well as my own businesses , she said she would meet me the next day , and did . I had tyo write out all the phone numbers , internet connections , which ones had fax machines , blah , blah .

    Within 4 days she got back to me with a package deal , which included unlimited tolls and calls to mobiles , and no data charges for internet or EFTPOS machines -- saved about $40-50 per month per site ! I rung Telecom , pushed 8 or 10 different choices over 20 minutes , got someone who said they would get a local Hamilton rep to call me . Nothing . About a week went by , the Vodafone lady rung me twice in that time . So we changed , which was fairly seamless .

    We didn't get any bills for around 3 months , and when we did , they were huge -- we'd been charged all the calls and data . I rung , they looked into it , took about a week , they apologised , worked out an approx figure , and said pay 1/3rd this month , 1/3rd next , 1/3rd in 3 months , as it was their stuff-up . We paid the first payment , so this was getting close to 5 months after we'd changed , and one day someone from Telecom rung . 'Why did you change Sir ?' -- ummm -- they were about half your price . "Did you give us the chance to match that Sir ?" . Well , apart from the fact that you should be giving us good rates in the first place , yes , I did ring , got almost no customer service , and a 'promise' that someone would call me back , which never happened .

    "Oh well Sir , we can match that rate -- would you like to change back to us ?" -- ummmmm , are you serious ? Your company cannot even return calls , and we changed about 5 months ago , and this is the first call I've had from you in all that time -- what do you think ? Do you honestly think I would be impressed by your companies lack of anything approaching service ? Good bye . . . . . . . . .

    5 months versus 7 years.

    Have you dealt with the vodafone call centre merry go round. You first have to listen to sales pitches.

    If their system was smart they would already know that you are a customer based on the number you are calling from.

    The you have to repeat the same information when they hand you over to someone else.

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    Yep , both are shocking now , and I doubt if 2 Degrees ( I'm not sure if they do landlines either ) are much better . We probably pay half the $$$ we did 10 years ago , for way more services , but Customer Service seems to like my days as a kid on the farm -- service was what the bull did to the cow , the Telcos try and service us in the same way . . . . . .

  9. #9
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    I could be off on logic but I suspect it may be a fundamental flaw in the Telco business model, in that much like the days of life insurance agents they are incentiviced to add to an account, and not held as responsible to anything lost. Delays to follow up may suggest there is little personal benefit to look after the business until a customer is dead long enough to be a new addition.
    aside Mother was sent a offer as a part of group for free additions to Spark packages, trying to find a person to help was tedious, and ended with comment that she was not qualified to get the free mobile calls but would she like this or that to be added to the package at $ amounts.
    further aside I will not go into what I thought were fundamental Sky TV incentive flaws to the real benefit of the business. Local council figured that by adjusting central parking meter rates by various amounts that they would earn far more, pretty sure had the effect such that the very convenient but expensive parks were so under-utilised that revenue fell.

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