155 Data Helpdesk

[Geriatrix]

I'm just wondering what you guys think is the maximum amount of time you should have to wait after you have called 155 to fix a non-hardware related problem (like account problems)?

I'm wondering because I called them with a problem and I'm not sure if my problem should have been fixed by now or if the helpdesk is only brushing me off.

I got myself a new phone with Vodaphone live capabilities and tried to download a game for it. And then it happend. Ï received an error message and it stated that there was an error in the transmission or something and that the transaction failed but that I won't be charged.

Guess what. I was charged R40 for the game I didn't receive. So I called 155 and lodged my complaint, got a ref no. and was told that they would look into it. I called them again one day later and was told that they are still working on it.

That was Friday. Its Monday night and still not a peep. Why does it take so long? They can obviously see that I was charged for a download but that no download took place (and I was told that by the woman on 155 as well).

So why haven't they credited my account yet or sent me the game? What do you guys think?

 

[vodacom3g]

Maybe Geta(quick)fix would be more suitable...

It's probably still a new area for the call desk and not as bedded down as handset-related problems.

If you PM me your reference number, I can ask where in the process it is, but must say passing credits rapidly is not a strong point in my experience.

 

[bruceahibbert]

Too right it aint. Still waiting for a credit to be processed on a query raised in April 2006!

 

[Geriatrix]

Maybe Geta(quick)fix would be more suitable...

Really? Are two days not enough? Wow... . How long does the process normally take? And how does it work?

And Bruceahibbert is still waiting for a query from April. Wow again.

Guess I won't be using Vodafone Live or any pay-for-download service again. Doesn't seem worth it.

But thanks Vg3, I'll PM you the ref number.

 

[Speedster]

Geriatrix, at least they answered your call. I'd love to know what the average "on hold time" on 155 is.

 

[ic]

Geriatrix, at least they answered your call. I'd love to know what the average "on hold time" on 155 is.

I will add a poll to this thread a tad later after I get through this mountain of work that I have to - well mount...

Related thread: [post=525946]Broadband Helpdesks put to the test...[/post]

 

[Geriatrix]

Speedster, I normally wait about 15 minutes before someone picks up. How long does it take for you?

IC, how about a poll for how long it takes to sort out a problem through helpdesk as well. Its one thing if they answer, but what happens then?

I do generally have good experiences with 155 though, in the past they sorted out my problems within minutes. This is the first time that they give me the typical "don't call us, we'll call you" routine.

 

[ic]

Ok, I have added a poll to this thread, but I would like some feedback from forumites before it gets opened - specifically what do you think about the options and their wording, and are there additional options that you want me to add to the poll...?

 

[Geriatrix]

IC, those options seem good. But I think the call waiting options may be too much. Maybe just options for less than 10 minutes, less than 20 minutes and more than 30 minutes.

And I would like to know what types of problems don't get fixed (like this refunding problem of mine). Because it seems like most problems get fixed quickly except when they need to give you your money back.

BTW, I talked to one of my friends and apparently he had the same problem with the game downloads from Vodafone live. He wasn't refunded either(going on 5 months now).

 

[antonbijl]

I also think you have too many call waiting options.

Maybe rather replace them with options like:
"Also, the agents seem to be knowledgeable"
"Also, the agents seem to be clueless"

Don't know if it's possible to make those mutually exclusive? Maybe it should just be a separate poll.

 

[ic]

I hear what you say on there being too many call waiting [to get through to an agent] options, but I feel it would be useful to know how long forumites generally have to wait before they get through to a human - rather a wider selection of options than too few .

antonbijl, I have now added those 2 options you suggested.

 

[Slak]

I'd love to know if anyone has ever chosen the # option to be called back and actually had anyone call them back?

When my 3G contract started (last June) I was very impressed with the help desk but now it's a real mission to get through to a live person.

Slak

 

[Mams]

155 detoriates

i called 155 last night and held on for 24 min and no operator answered.....got fed up and had to hang up...
IS THIS ACCEPTABLE? looks like Vodacoms call centre is catching up with MTN in terms of how long you have to wait for an operator! Actually MTNs Data helpdesk (1555) answered my call ( last week ) within 4 min - their 173 hasnt improved though...

 

[Mams]

add another option to poll: i gave up holding on for the agent

 

[ic]

add another option to poll: i gave up holding on for the agent

Mams, I've just tried that, but I realised that it will mess up the votes already received...

 

[Mams]

this is ****! I called 155 thrice today.once in the afternoon and twice just now.all three times i got through in a minute and explained my story in detail-its a billing error story-and after i finish my story im told that im through to the prepaid helpdesk and they dont know how to help me so they will transfer me to datahelpdesk!then they put you through and it cuts off!this is damn unacceptable.are vodacom routing 155 calls to other desks so we feel someone is answering the call quickly?
this is no longer funny.

 

[Mams]

ic:apologies!i was and am typing on my n70 browser and just started when i hit the post quick reply mistakenly.i meant to say that 155 is ****...see the edited post.really can you guys believe this?you dial the data helpdesk but call goes to presaid helpdesk.
!did anyone else experience this?

 

[Geriatrix]

I tried to purchase a game from www.thumbtribe.co.za, received an error and complained to them by email (I was really p-off because it happened now with another company as well).

The differance is that Thumbtribe corrected the problem and sent me my game withing 3 MINUTES of me sending them an email!

3 Minutes compared to Vodacoms, what is it now... 7 DAYS and still nothing!

Vodacom can learn a lot from Thumbtribe. I'll never download content from Vodafone Live again. Thumbtribe on the other hand will get my business every time.

 

[Edinetz]

Waste of time phoning 155

This evening I couldn't get my 3G card to attach to the network - one lite syndrome so I test my datacard with a MTN SIM - no problem.

Phone 155 and got the usual 1. Reboot computer 2. Delete all profiles and recreate. I re-informed him its working with MTN. When he heard I was using v7 I was then told the option card doesn't work with V7 & that use v6 because the firmware hasn't been updated on the option card. I informed him it was working on MTN log a fault. A fault was logged.

After testing the SIM on my 6680 where it also failed I phoned again to add more info to the fault only to be told 'good you phoned again' Why? Because the fault was logged as you are using the wrong software ... (most probabily just to get me off the phone) its obviously a problem now.

No wonder these issues are never resolved customer care almost closes them before they are even investigated. When I tried to log the downlink stall problem months before it was investigated and solved I was told to test it with another 3G card before they would log the fault. Are we required to test and diagnose the problem before Vodacom investigates these faults - what happens if you only have one 3G device?

 

[vodacom3g]

This evening I couldn't get my 3G card to attach to the network - one lite syndrome so I test my datacard with a MTN SIM - no problem.

Phone 155 and got the usual 1. Reboot computer 2. Delete all profiles and recreate. I re-informed him its working with MTN. When he heard I was using v7 I was then told the option card doesn't work with V7 & that use v6 because the firmware hasn't been updated on the option card. I informed him it was working on MTN log a fault. A fault was logged.

After testing the SIM on my 6680 where it also failed I phoned again to add more info to the fault only to be told 'good you phoned again' Why? Because the fault was logged as you are using the wrong software ... (most probabily just to get me off the phone) its obviously a problem now.

No wonder these issues are never resolved customer care almost closes them before they are even investigated. When I tried to log the downlink stall problem months before it was investigated and solved I was told to test it with another 3G card before they would log the fault. Are we required to test and diagnose the problem before Vodacom investigates these faults - what happens if you only have one 3G device?

I've sent your comments to 155 management, but know they're going to ask your number, so if you don't mind to PM it me so long....