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Ofcom to hit Vodafone with massive fine |
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#26 |
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Forum Member
Join Date: Feb 2008
Posts: 1,534
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Quote:
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.
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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#27 |
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Forum Member
Join Date: Aug 2014
Location: United Kingdom
Posts: 2,876
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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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#28 |
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Forum Member
Join Date: Dec 2014
Posts: 2,330
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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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#29 |
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Forum Member
Join Date: Aug 2006
Location: 🇬🇧
Posts: 1,362
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Quote:
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.
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#30 |
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Forum Member
Join Date: Aug 2001
Location: Destination: Hard Brexit
Posts: 6,367
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Same at EE too. I really feel for staff that have this pressure hanging over them.
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#31 |
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Forum Member
Join Date: Apr 2001
Posts: 427
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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.
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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#32 |
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Forum Member
Join Date: Oct 2005
Location: UK
Posts: 3,291
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Quote:
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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