Great service

July 26th, 2010 at 11:00 am by David Farrar

My mum’s phone is not working in London, and my guess was it was not set to roam. E-mailed asking if they could do it, and had an e-mail response back in five minutes and a phone call within 30 minutes, and then all fixed.

Makes a wonderful change from some companies. The worst customer service I have had recently the other way was a travel website where you had to phone them in Singapore to change a booking, and you spend around 40 minutes on hold – paying international call rates the whole way. Grrrr.

What are you good and bad customer service experiences?

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17 Responses to “Great service”

  1. Grizz (613 comments) says:

    The IRD. No I am serious here. They processed the return I submitted online and deposited my refund within 3 days. I could not believe it.

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  2. Mr Nobody NZ (365 comments) says:

    Sorry DPF Vodafone has to be one of my worse Customer Service Experiences. My Father was travelling through Europe last year when he had a piece of medical equipment go missing (life essential if not used for several days). While he was trying to get a replacement he found that while he could receive incoming calls couldn’t make outgoing which was making the whole process much harder and asked me to contact Vodafone and get them to contact him.

    It seemed no matter who I spoke to there nobody gave a crap and kept citing Privacy and me not being the account holder as the problem as why they couldn’t speak to me about the issue (remember I didn’t want them to talk to me but rather simply call the account holder on their network). It wasn’t until I told one of their managers I would go to the media with the story that they actually contacted him.

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  3. berend (1,690 comments) says:

    My name is David Farrar and I agree that Vodafone always gives me good service…

    The good thing about Vodafone is that they pick up very quickly, they speak good English, but that when asked about harder things, they don’t really know. And they are bad in resolving issues, promising fixes they don’t meet. For example my broadband was out for a week, and four times I got promised a fix within 48 hours and callbacks that never happened. I think their backend software and processare are just bad. But anyway, I could go on about other companies as well.

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  4. dime (10,215 comments) says:

    Dealing with Vodafone customer service made me want to top myself. It really was shocking. Just one of the many reasons we moved the company back to telecom. With 8 out of our 10 phones being in auckland, we have never experienced any grief.

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  5. Whaleoil (650 comments) says:

    Oh come on DPF….you didn’t deal with Vodafone Customer Service, you emailed Brislen and he sorted it, that’s what I would do.

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  6. suzie q (24 comments) says:

    Vodafone Retail Staff are generally pretty good and even they had admitted to me that their Customer Services Reps are shocking. I agree that they generally are pretty bad, but not nearly as bad as the incompetent people that Telecom have. After trying for 2 weeks to try and sort something out through their Customer Service Reps and Retail stores I ended up emailing someone I know in their Government/Corporate Department, problem was solved in a couple of hours – but I should not have had to contact him.

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  7. cha (4,144 comments) says:

    A mate home to visit friends and family was having trouble with roaming on his Omani provider cell phone so he visited the Vodafone retail store. Fixed in five by the in store staff.

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  8. jaba (2,146 comments) says:

    mine was with ADT .. the home alarm people. Had the thing installed and was asked how long I wanted the contract for. the guy said it didn’t really matter as I could cancel anytime so i took 5 years. After 4 and a bit years, I decided to cancel .. no problem they said and soon after I recieved an invoice for the 10 months left on the contract. I spat the dummy, and I mean I spat the dummy, but got nowhere. Fk me i told them that I might as well keep the bloody thing until the 5 years was up BUT .. wait for it .. The offer I had signed was no longer available (remember I cancelled) so I would have to sign a new contract. Told them to stick it and sue me for the balance. Ended up meeting 1/2 way.
    The saleman had NOT mentioned this little “rule” went asking how long I wanted the contract the decieving bstd.
    I work in customer services and I would NEVER treat a customer, present pr past, in that way.

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  9. Pete George (23,832 comments) says:

    # Grizz at 11:14 am
    The IRD. No I am serious here. They processed the return I submitted online and deposited my refund within 3 days. I could not believe it.

    Similar for me, I submitted my return online on the evening of the 7th of July, and had a refund in my account on the 9th. So top marks for promptness, and also the ease of doing returns online.

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  10. John Ansell (832 comments) says:

    David, I couldn’t agree less about Vodafone.

    In fact, not so long ago I ended a speech with, “I have three pieces of advice: never accept a drink from a urologist; always borrow from pessimists (because they don’t expect it back); and never, ever, ever deal with the Vodafone Call Centre.”

    I have never dealt with such a chronic bunch of liars in my life.

    For fourteen consecutive days I was promised by a different Vodafone rep (most with Indian accents claiming to be from Wellington) that they would fix the problem. Each time it turned out to be just another lie.

    It’s hard not to believe that this lying is Vodafone company policy.

    It was a simple matter: transferring our phone number and internet from one part of central Wellington to another. We were originally told they could do it, and they spent the next fortnight repeating the promise, then failing to deliver.

    On top of it all, I’ve now learned that phone companies do not actually own our phone numbers anyway – we do. We can move them to wherever we want, and they have no right to refuse.

    Actually I think it might have been three weeks, not two. I lost so many billion brain cells dealing with these creeps that much of my memory is now shot.

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  11. Ed Snack (1,940 comments) says:

    I have to say that of all the companies I’ve ever dealt with over many years, Vodafone’s accounts and billing people have to be the worst I’ve ever encountered for being able to totally stuff up matters for you.

    The odd thing is, once we got into “pay up on this totally erroneous account or we cut you off in 24 hours” territory (more than once), I then dealt with two separate credit control people at the supervisor or higher level, and both were really, really good. They were helpful, prompt, followed things up, straightened out a series of huge stuff-ups by the company, and we had it sorted in a few days.

    Even odder, after having to endure this the first time from Vodafone, they (as noted above) did it all over again, so I tried to contact the same helpful person to find that they’d been made redundant not long before and had gone. Cutting it short, I worked with another similar level person, and once again we resolved it quickly, and as we finished that person also advised me that she’d been made redundant and was about to leave. Must be a sackable offense at VF to be competent AND helpful.

    These were, BTW, business accounts, and in both cases VF was at fault, crediting payments to incorrect accounts, charging for items not installed, etc, and etc.

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  12. LC (162 comments) says:

    Agree that Vodafone is bad. Told them last week that I can’t download a piece of Blackberry software from the Blackberry web site. They checked and confirmed that they had the same problem too……….but no offer to help (after all the helpful ones must have been sacked!).

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  13. GAZMAN (21 comments) says:

    Telecom have to top the cake (especially if you end up talking with their overseas call centres). I had one representative, in response to a delay we faced in getting broadband connected at home, offer me a dial-up connection as an alternative option. I couldn’t believe my ears and had to wonder whether something had been lost in translation!!!

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  14. krazykiwi (8,040 comments) says:

    DPF – your email address will be on a VIP watchlist. VIP emails are routed and processed toute suite!. Nice if you can get it :)

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  15. J Mex (184 comments) says:

    David, I couldn’t agree less about Vodafone.

    In fact, not so long ago I ended a speech with, “I have three pieces of advice: never accept a drink from a urologist; always borrow from pessimists (because they don’t expect it back); and never, ever, ever deal with the Vodafone Call Centre.”

    I’m with John Ansell here. Vodafone call center is the pits.

    It is, however, a shining light of customer excellence in comparison to the actual stores. The only thing they seem to be interested in is selling phones and plans to teenage girls. If you have an issue that involves them not making a commission (e.g. Changing your business group plans around) nobody seems interested in helping you do it. – And this was their “Business center” store).

    Two of my worst customer experiences – ever – have been in Vodafone stores.

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  16. Richard Harman (7 comments) says:

    A month ago I lost my Blackberry in London and had to buy a Vodafone cheapie as a temporary replacement. That was easy enough but getting Telecom to divert my phone to the new number was a nightmare. It took four lengthy calls over five hours to the Philippine call centre, mis entered numbers and just plain stuff ups before the task was acocmplished. And then I discovered Vodafone would not accept non British credit cards over the phone for tops ups!

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  17. wreck1080 (4,000 comments) says:

    More a service problem I guess, but in the USA, need to make a collect call to the insurance company back in NZ.

    Eventually figure out you need to ring “NZ direct” which is a USA number which transfer to telecom NZ operator.

    I tried 3 times, once on hold for 30 minutes, paying hotel phone rates. I just could not use “NZ direct”, which is a current telecom nz product. I’m gonna complain when I return to NZ.

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