I havent rung or texted this number but it was a text msg sent to me on Tuesday...but I deleted it by mistake...can Vodafone find it for me?
Can my phone providing find a number that was text to me that I have now deleted?
Hi Trickster999,
If you drop me an email here with WRT135 FAO Heidi in the subject, I can take a look and see if we can check this for you.
Thanks,
Heidi
Web Relations Team
Vodafone UK
If you drop me an email here with WRT135 FAO Heidi in the subject, I can take a look and see if we can check this for you.
Thanks,
Heidi
Web Relations Team
Vodafone UK
Originally Posted by Heidi_Vodafone:
“Hi Trickster999,
If you drop me an email here with WRT135 FAO Heidi in the subject, I can take a look and see if we can check this for you.
Thanks,
Heidi
Web Relations Team
Vodafone UK”
“Hi Trickster999,
If you drop me an email here with WRT135 FAO Heidi in the subject, I can take a look and see if we can check this for you.
Thanks,
Heidi
Web Relations Team
Vodafone UK”
WOW what good customer service. I'm well impressed!
Yeah that is good, it's nice to have somebody from Vodafone keeping an eye on these forums from time to time. It does show them one step ahead of the rest when it comes to customer service.
Don't get the wrong idea - Vodafone often trawl internet forums trying to keep complaints as quiet as possible. It may look like great service but a lot of the time it's damage limitation. They would much rather keep someone quiet than spill all on a forum they have no control over. In fairness they also solve people's issues this way but it's not always as rosey as it seems.
Regarding this issue - I'm a bit puzzled as to what Heidi can do. I used to work for Vodafone at their outsourced centre at Conduit in Swansea and there was absolutely no way of finding out who called or text you on a given time or day.
Regarding this issue - I'm a bit puzzled as to what Heidi can do. I used to work for Vodafone at their outsourced centre at Conduit in Swansea and there was absolutely no way of finding out who called or text you on a given time or day.
Generally Vodafone is very good at customer service though. Having people looking for people to help online I think is nice. No other networks do this (I've never seen any other official ones) here.
All networks have problems and users always come across questions or issues, but I think it's how you deal with them that makes the difference.
All networks have problems and users always come across questions or issues, but I think it's how you deal with them that makes the difference.
Originally Posted by Talizman:
“Don't get the wrong idea - Vodafone often trawl internet forums trying to keep complaints as quiet as possible. It may look like great service but a lot of the time it's damage limitation. They would much rather keep someone quiet than spill all on a forum they have no control over. In fairness they also solve people's issues this way but it's not always as rosey as it seems.
Regarding this issue - I'm a bit puzzled as to what Heidi can do. I used to work for Vodafone at their outsourced centre at Conduit in Swansea and there was absolutely no way of finding out who called or text you on a given time or day.”
“Don't get the wrong idea - Vodafone often trawl internet forums trying to keep complaints as quiet as possible. It may look like great service but a lot of the time it's damage limitation. They would much rather keep someone quiet than spill all on a forum they have no control over. In fairness they also solve people's issues this way but it's not always as rosey as it seems.
Regarding this issue - I'm a bit puzzled as to what Heidi can do. I used to work for Vodafone at their outsourced centre at Conduit in Swansea and there was absolutely no way of finding out who called or text you on a given time or day.”
Absolutely. It is a PR department - and generally they can't solve your problem.
Originally Posted by Talizman:
“Regarding this issue - I'm a bit puzzled as to what Heidi can do. I used to work for Vodafone at their outsourced centre at Conduit in Swansea and there was absolutely no way of finding out who called or text you on a given time or day.”
“Regarding this issue - I'm a bit puzzled as to what Heidi can do. I used to work for Vodafone at their outsourced centre at Conduit in Swansea and there was absolutely no way of finding out who called or text you on a given time or day.”
Yeah I thought that might be the case. I've seen comments on other forums where Voda have pulled an issue from the forum and then have been unable to help.
Slightly weird for them to pop up here, though, if they aren't able to do it as this isn't a complaint.
Hi guys,
I can see that a few of you are dubious about my offer of help.
Just to clarify, I work for a team at Vodafone who provide customer service via the web. This includes our social media sites like Facebook and Twitter as well as our very own eForum.
I personally search external forums for people who may need help and resolve any queries I can. If you would like some more information on me or the rest of my team, take a look here.
If anyone has any queries or needs any help, feel free to get in touch via the email address posted to Trickster999.
Many thanks,
Heidi
Web Relations Team
Vodafone UK
I can see that a few of you are dubious about my offer of help.
Just to clarify, I work for a team at Vodafone who provide customer service via the web. This includes our social media sites like Facebook and Twitter as well as our very own eForum.
I personally search external forums for people who may need help and resolve any queries I can. If you would like some more information on me or the rest of my team, take a look here.
If anyone has any queries or needs any help, feel free to get in touch via the email address posted to Trickster999.
Many thanks,
Heidi
Web Relations Team
Vodafone UK
Hi Heidi
We're not disputing your intentions, from the feedback I've seen on here in the threads you've posted on it seem like you're doing your best to help.
But from experience the reason your employers have you doing this is to keep complaints/issues as 'in house' as possible.
From my time with VF, management like to control as much information about the company as possible. For example your employers do not like to have it made public knowledge that they use outsourced companies such as Conduit for your Customer Service - indeed I was once banned from your forum for mentioning it. They also like to hide the fact that one of Conduit's employees (who would have taken calls from VF customers) was convicted of murdering his wife - info at http://news.bbc.co.uk/1/hi/wales/6519131.stm - so I'm not dubious of your abilities to help people, just the motivation from senior management.
Particularly when (from experience) the computer systems used at VF have no way of finding the info that the OP is requesting.
We're not disputing your intentions, from the feedback I've seen on here in the threads you've posted on it seem like you're doing your best to help.
But from experience the reason your employers have you doing this is to keep complaints/issues as 'in house' as possible.
From my time with VF, management like to control as much information about the company as possible. For example your employers do not like to have it made public knowledge that they use outsourced companies such as Conduit for your Customer Service - indeed I was once banned from your forum for mentioning it. They also like to hide the fact that one of Conduit's employees (who would have taken calls from VF customers) was convicted of murdering his wife - info at http://news.bbc.co.uk/1/hi/wales/6519131.stm - so I'm not dubious of your abilities to help people, just the motivation from senior management.
Particularly when (from experience) the computer systems used at VF have no way of finding the info that the OP is requesting.
Talizman I fail to see how an employee of a company that Vodafone contract out murdering his wife 5 years ago has got to do with anything.
Whether support is contracted or not it's still with the full support of Vodafone, access to their systems and the appropriate training.
Customer support for large companies has gone beyond just running a call centre, and now involves Twitter and Facebook teams, as well as people looking to help online.
The contracting out isn't something you would want to highlight as a company really, but Vodafone support is generally seen as of a very high standard. I would only imagine that contracting work out would be a problem if support was failing or lacking. I don't think they contract everything out either and I don't really see how it makes much difference.
Whether support is contracted or not it's still with the full support of Vodafone, access to their systems and the appropriate training.
Customer support for large companies has gone beyond just running a call centre, and now involves Twitter and Facebook teams, as well as people looking to help online.
The contracting out isn't something you would want to highlight as a company really, but Vodafone support is generally seen as of a very high standard. I would only imagine that contracting work out would be a problem if support was failing or lacking. I don't think they contract everything out either and I don't really see how it makes much difference.
Vodafone go to very great lengths to hide the fact they used Conduit - for example, banning people from their forums who mention the company. When you work for them you see that they like to hide a lot of things - I've worked for VF and Tmobile and the latter had no similar "keep it hidden" attitudes.
So add this to the fact that VF's systems have no way of logging who called or text you and it makes me wonder what help VF feel they can give the OP.
So add this to the fact that VF's systems have no way of logging who called or text you and it makes me wonder what help VF feel they can give the OP.
Originally Posted by Talizman:
“Vodafone go to very great lengths to hide the fact they used Conduit - for example, banning people from their forums who mention the company. When you work for them you see that they like to hide a lot of things - I've worked for VF and Tmobile and the latter had no similar "keep it hidden" attitudes.
So add this to the fact that VF's systems have no way of logging who called or text you and it makes me wonder what help VF feel they can give the OP.”
“Vodafone go to very great lengths to hide the fact they used Conduit - for example, banning people from their forums who mention the company. When you work for them you see that they like to hide a lot of things - I've worked for VF and Tmobile and the latter had no similar "keep it hidden" attitudes.
So add this to the fact that VF's systems have no way of logging who called or text you and it makes me wonder what help VF feel they can give the OP.”
What VF can do and what Conduit can do via the systems and APIs that Vodafone provide may be different. The web relations team may be able to get a technician to search this information on the SMS gateways. There will be logs of this, but whether tools are made available to first line / outsource support or not, that's different. If it's not possible at least the guys and girls on the forum support tried to help, which is all you could ask.
I can imagine they would want to ban people that only seek to promote or try to spread negativity on their own forums, after all it's their own forums, they are mainly there as a communication channel with their customers and they can set the rules. You can see why they wouldn't want ex-employees posting about outsourced support on there, particularly if it's irrelevant.
Originally Posted by Thine Wonk:
“What VF can do and what Conduit can do via the systems and APIs that Vodafone provide may be different.”
“What VF can do and what Conduit can do via the systems and APIs that Vodafone provide may be different.”
We had the same systems.
Originally Posted by Thine Wonk:
“If it's not possible at least the guys and girls on the forum support tried to help, which is all you could ask.”
“If it's not possible at least the guys and girls on the forum support tried to help, which is all you could ask.”
Pretty sure I made that clear.
Originally Posted by Thine Wonk:
“I can imagine they would want to ban people that only seek to promote or try to spread negativity on their own forums, after all it's their own forums, they are mainly there as a communication channel with their customers, you can see why they wouldn't want ex-employees posting about outsourced support on there, particularly if it's irrelevant.”
“I can imagine they would want to ban people that only seek to promote or try to spread negativity on their own forums, after all it's their own forums, they are mainly there as a communication channel with their customers, you can see why they wouldn't want ex-employees posting about outsourced support on there, particularly if it's irrelevant.”
There was no negativity or irrelevance - my post was about how rude the staff were when I got through to them, compared to how much better VF's own staff were.
I then posted on DS about them banning me for it and one of VF's staff contacted DS asking to close the thread as it was, I quote, "negatively impacting their business model" - I even saw the email from a former DS moderator.
So when VF go to these lengths, you might see why I'm a sceptic.
Originally Posted by Talizman:
“We had the same systems.
There was no negativity or irrelevance - my post was about how rude the staff were when I got through to them, compared to how much better VF's own staff were.
I then posted on DS about them banning me for it and one of VF's staff contacted DS asking to close the thread as it was, I quote, "negatively impacting their business model" - I even saw the email from a former DS moderator.
So when VF go to these lengths, you might see why I'm a sceptic.”
“We had the same systems.
There was no negativity or irrelevance - my post was about how rude the staff were when I got through to them, compared to how much better VF's own staff were.
I then posted on DS about them banning me for it and one of VF's staff contacted DS asking to close the thread as it was, I quote, "negatively impacting their business model" - I even saw the email from a former DS moderator.
So when VF go to these lengths, you might see why I'm a sceptic.”
I can assure you as a qualified IT engineer with a multinational company with millions of users that the systems Vodafone are able to access will not be the same as Conduit's call centre staff!
Vodafone IT infrastructure technicians and infrastructure engineers outside of first line support and further up the chain will have access to logs and will be able to search these if necessary. They don't outsource their infrastructure, just some customer call centre work. Usually tools are written to help 1st line support assist customers, but back end staff can pull additional log data, or database staff can query databases.
This kind of data is kept because it is regularly requested by the police etc, the SMS gateway servers will have logs and usually selected data from the logs is indexed into a database. Database staff could do a simple SQL query or Infrastructure staff could grep through logs if requested and if it's with the retention period.
It's possible that the web relations team were thinking of asking their technicians if they would search for them or just ask if it's possible to get that data, the answer may have been no, but it's nice that the web relations team tried to help anyway.
Originally Posted by Thine Wonk:
“I can assure you as a qualified IT engineer with a multinational company with millions of users that the systems Vodafone are able to access will not be the same as Conduit's call centre staff!
”
“I can assure you as a qualified IT engineer with a multinational company with millions of users that the systems Vodafone are able to access will not be the same as Conduit's call centre staff!
”
I can assure you they were the same - we regularly had people from VF's IT department coming along to service our systems and some staff had concerns that VF's real staff had different systems to our own.
The IT guys assured us the systems were the same.
They could have been lying, but I doubt it. Unless it was something else they kept quiet about...
Originally Posted by Thine Wonk:
“but it's nice that the web relations team tried to help anyway”
“but it's nice that the web relations team tried to help anyway”
Again, something I acknowledged.
Originally Posted by Talizman:
“I can assure you they were the same - we regularly had people from VF's IT department coming along to service our systems and some staff had concerns that VF's real staff had different systems to our own.
The IT guys assured us the systems were the same.
They could have been lying, but I doubt it. Unless it was something else they kept quiet about...
Again, something I acknowledged.”
“I can assure you they were the same - we regularly had people from VF's IT department coming along to service our systems and some staff had concerns that VF's real staff had different systems to our own.
The IT guys assured us the systems were the same.
They could have been lying, but I doubt it. Unless it was something else they kept quiet about...
Again, something I acknowledged.”
I'm in no doubt that Vodafone and Conduit call centre staff use the same support tools, but I'm talking about technicians, engineers and database staff. Conduit wouldn't have any of these.
Originally Posted by Talizman:
“I can assure you they were the same - we regularly had people from VF's IT department coming along to service our systems and some staff had concerns that VF's real staff had different systems to our own.
The IT guys assured us the systems were the same.
They could have been lying, but I doubt it. Unless it was something else they kept quiet about...”
“I can assure you they were the same - we regularly had people from VF's IT department coming along to service our systems and some staff had concerns that VF's real staff had different systems to our own.
The IT guys assured us the systems were the same.
They could have been lying, but I doubt it. Unless it was something else they kept quiet about...”
Most likely conduit's customer support systems matched Vodafone's customer support systems. That's not the same as saying Conduit had access to everything Vodafone had.
