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Ofcom to hit Vodafone with massive fine


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Old 29-10-2016, 11:54
blueacid
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Except that all you'd be doing is making the adviser's life bad. The TNPS survey for Vodafone is absolutely terrible and doesn't make it at all clear that the TNPS only affects the adviser.
Got to be honest, I'm not going to "game" the system by lying. If I've called up for help, and I've not got it because of ineptitude / a script from which we couldn't deviate / whatever, I'll provide honest feedback.

When I was with Vodafone (4 years ago now), I had a repeat billing issue. I was assured it would not recur, and it did for 3 months on the trot. Was I happy to recommend Vodafone to people at the time? No, to be with them was an utter trial, with all the appeal of a medium-rare chicken fillet, so I rated them thus on the surveys at the end of the call when the system asked.

I might have taken a differing view if the agents I had spoken to seemed competent, but the fact they spent the first 15 minutes of each call adamant that the system was correct & that I was in error didn't help.

With Three, I've seldom had to call; on the occasions that I have they've been fantastic.
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Old 29-10-2016, 12:48
Gigabit
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My point was that your feedback does essentially nothing other than make the adviser's life bad. It's not your fault, it's the way Vodafone have the system setup.
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Old 29-10-2016, 13:11
1manonthebog
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I've been with Vodafone since 25/09 so I have had 2 bills now and they have managed to cock up each one, you phone up and the advisors are next to useless, I am now leaving it with CPW who I got the contract from, if they can't sort them out I want out and will happily go to court over it. Worst customer service I've ever experienced.
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Old 29-10-2016, 21:12
TTTV
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Except that all you'd be doing is making the adviser's life bad. The TNPS survey for Vodafone is absolutely terrible and doesn't make it at all clear that the TNPS only affects the adviser.
Same at EE too. I really feel for staff that have this pressure hanging over them.
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Old 29-10-2016, 21:54
plymouthbloke1974
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Same at EE too. I really feel for staff that have this pressure hanging over them.
If you do your job properly and fix issues as promised, then there is no pressure 😀
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Old 01-11-2016, 13:02
japitts
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Lets be realistic here, if you are suffering with a technical issue, be it network or handset, you will struggle for 1st line support of any network to solve it. Vodafome for me have been like Jekyll and Hyde for me throughout my time with them. I get to the point where I email in now as opposed to calling, usually its their social media team who handles it and have a clue what they are doing.
Absolutely second this. I've even struggled with getting EE second-line to resolve the issues I've had the past few months - I've often been able to quote cell-IDs and tech terminology that completely threw them.

Having said that, the thought of having to deal with offshore agents, even as an initial thing, is terrifying - and at least the onshore-CS makes the communication bit a breeze
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Old 01-11-2016, 14:33
clonmult
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Absolutely second this. I've even struggled with getting EE second-line to resolve the issues I've had the past few months - I've often been able to quote cell-IDs and tech terminology that completely threw them.

Having said that, the thought of having to deal with offshore agents, even as an initial thing, is terrifying - and at least the onshore-CS makes the communication bit a breeze
Had an issue a month back with a landline. Dealing with BT/OpenReach was an absolute nightmare. It took 5 attempted bookings to get an engineer to actually visit. He fixed the problem, but some further tinkering at the exchange broke the connection again 2 days later. Communications were diabolical, calling customer services seemed to result in an 80% chance of offshore, the rest being onshore.
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