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Vodafone New Zealand and customer services

By Mauricio Freitas, in , posted: 5-Aug-2008 10:37

Here we go again, another rant on telco services in New Zealand. The fact is someone has to write about those things, because there isn't any indication that either are getting better or that any association will bring this up - bad customer services is in the same as high data roaming fees.

It looks like people are always complaining about Vodafone's customer services (ref 1, 2, 3). I have experience their "customer service" myself before porting my number out to Telecom.

The most common issue seems to be customer services people promising to fix things and not doing it. Or promising to call back and not doing it. Or people sending e-mails to Vodafone and no receiving a reply.

Every week I receive one or another email from someone trying to contact Vodafone to solve account problems. Why they contact Geekzone instead of Vodafone is something else to discuss - blame "browse by Google" - but I read some interesting stories, mostly people complaining about requests to the customer services not being actioned.

It seems the main problem is "not doing it". Well, "not doing it" doesn't cut, specially now that Vodafone is charging prepay customer $1 per call to their help desk when a human being is involved (and don't worry, you don't count - it's the human being on the other side of the line).

Of course problems happens with other operators and Internet providers - actually it happens so much that an industry body was created to help resolve problems that are not solved.

The Telecommunications Dispute Resolution (TDR) is here to help. There are rules you must follow. Before going and filling a complaint you should read How the Process Works and How to Make a Complaint.

The TDR issues a quarterly report of its activities. In its second report you find that Billing and Credit are 45% of the complaints, with Service/Product Deliver coming in second with 31%. Customer Services comes in third with 11% and Network Performance is fhourth with 8%.

Perhaps after you lodge a formal complaint Vodafone and others will fix their customer services?

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Mauricio Freitas
Wellington
New Zealand


I live in New Zealand and my interests include mobile devices, good books, movies and food of course! 

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