155 Data Helpdesk

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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?

The customer is always correct, and Vodacom's data help centre people should [IMO] log the fault that the customer called in about [unless solved whilst on the phone to (082)155] regardless.

 

[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?

Eden, Engineering just came back with a valid question around your sim; that it might be faulty.

You don't happen to have another Vodacom sim you can try?

 

[Edinetz]

Eden, Engineering just came back with a valid question around your sim; that it might be faulty.

You don't happen to have another Vodacom sim you can try?

The problem with the idea of a faulty SIM problem is the SIM has no problem performing a location update in a normal MSC and UMSC - the problem is just attaching to the SGSN.

Update in SIM status:

Currently All My Vodacom SIMS include problem SIM perform full location update and attach in the network but get a 619 error on activating the PDP context in the SGSN. I have a screenshot of my HLR APNs for my one SIM and it is provisioned for the APN used. On testing with my 6680 I cannot cannot connect either anymore previously on logging the fault I could attach and connect to the network. I am getting the no packet data error message on my 6680

V3G, I think you have my numbers mow but I am sending them again to you by email.

 

[PtaPaul]

Agreed that they take a long time to answer, but a more serious problem is that they generally do not seem to be able to sort out any but the most basic of problems. My problems have been "escalated" a number of times which results in someone from Vodacom calling you the next day, eventually saying that they cannot assist and that they will pass the problem on to someone technical - and that's the last you hear. Perhaps someone actually does something in the end, but there is no feedback.

 

[vodacom3g]

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...

The challenge with a data call desk is that every call is going to take some time. By definition, calls are going to be complex, so it's more of a challenge to get the number of seats right.

Above purely for info, calls SHOULD always be answered very quicly, counted in number of rings, not minutes.

You might be aware that there's a massive new call center going up and will be operational later this year.

 

[v3gout]

What about question 1(c): I've given up hope of getting help from 155, much rather use this forum and vodacom3g's stupendous helpfulness.

 

[ic]

What about question 1(c): I've given up hope of getting help from 155, much rather use this forum and vodacom3g's stupendous helpfulness.

LOL, although I can temporarily close the poll to add more options, it won't help much as the poll has been running for a while and those that have already voted would not be able to vote for additional options, I would prefer it if one could go back and change one's vote(s) - unfortunately bog-standard vBulletin doesn't cater for these things...

 

[Bl@nk]

First time i phoned 155 i waited 15 minutes. Once i even waited over 20 minutes, mustve been like 25-30 minutes of waiting and that stupid song playing in my ears all the time. Then when someone finally helped me all she could say was turn your phone off again and on. I had to also be in a 3g area, coz it was a question to do with 3g. So waited on the side of the road for that time.

yeah well i wasnt a happy chappy then. Oh to top it all off ,i think you can phone them like 4 times a month , if more then that you cant phone them again. You have to wait for the next month. You can email them though.

edit: oh i read your post again. I thought you meant your on hold time. I phoned 155 and i had to wait this time before operator answered. And btw if you call 114 or 111 you'll end up same place and they very helpful. I dont think i ever had a problem there. Only 155.

 

[Skeptik]

...Then when someone finally helped me all she could say was turn your phone off again and on.

You see the Vodacom operator knows you are using your cellphone to call in because it is free. By telling you to turn it off and on - they increase their call-pickup rate and win the Vodacom balloon from management for number of customers spoken to! Naturally they also get rid of you and the problem goes with it.

[There are lots more tricks]

 

[Rikkelz]

Service at Vodacoms’ customer care is a bitter-sweet affair. I say this because there are two clear types of treatments:

I’ve had disgusting service recently. I have waited on the phone for 45 minutes, 30 minutes, 20 minutes and most recently 59 minutes (after which they hung up without answering). The “Callback” service works occasionally; mostly you log a request and never receive a call. I find the staff that you initially speak to incompetent except for smaller issues such as “How do I turn my phone on?” or “How much does it cost to phone Australia?”

I’ve recently had a query with my 3G and it took me two days to even get the matter reported to someone who either knew what they were talking about or actually had the capacity to do something about it. 155 (at least for me) is a little frustrating, you can’t immediately elect to go through to customer care, you must go to menu option 2, then some other choice then only do you get the option to speak to an actual human being.

On the other hand, once you are in contact with a knowledgeable person the service is brilliant – people are prepared to go out of their way to get your problem sorted (Morne van Wyk in Cape Town is an excellent example of this) they are helpful and appear as though the genuinely want to help you. Once you are in contact with these people your query will be handled quickly and efficiently.

However, I still think it is unacceptable to have to go through the stress of contacting customer care to report a fault or get help – what is even more astounding is the amount of your own personal time that is consumed trying to talk to customer care.

 

[Skeptik]

... The “Callback” service works occasionally; mostly you log a request and never receive a call.

Too true. The worst aspect is not actually knowing if they will call or not - adding to frsutration.

I find the staff that you initially speak to incompetent except for smaller issues such as “How do I turn my phone on?” or “How much does it cost to phone Australia?”

I would estimate the education level to be about Std 6 for the average operator. I feel like giving them a medal just for being able to spell their name to me in broken English. Some are just 'dial an argument' and are best simply abandoned - put down the phone and start again - maybe I'll get lucky. They do have some gems but often they promise a lot and NEVER intended to call back or make that enquiry for you.

THE WORST are the ones who THINK they know what they are doing and will defend their position at all costs. I had one telling me that the settings for one phone will definitely work with another "because the model number is similar". (e.g. W800 will work with V800)

On the other hand, once you are in contact with a knowledgeable person the service is brilliant

It is refreshing to get one of these. They are so rare - I have the suspicion that they are temporary staff.

Another irritant is when you ask to speak to a manager/supervisor and they say "why do you want to speak to one?" and wont put you through until you tell them. And THERE ARE NEVER MANAGERS in the building!!! Personally I think they are fibbing. because they are worried you are going to complain.

 

[vodacom3g]

Service at Vodacoms’ customer care is a bitter-sweet affair. I say this because there are two clear types of treatments:

I’ve had disgusting service recently. I have waited on the phone for 45 minutes, 30 minutes, 20 minutes and most recently 59 minutes (after which they hung up without answering). The “Callback” service works occasionally; mostly you log a request and never receive a call. I find the staff that you initially speak to incompetent except for smaller issues such as “How do I turn my phone on?” or “How much does it cost to phone Australia?”

I’ve recently had a query with my 3G and it took me two days to even get the matter reported to someone who either knew what they were talking about or actually had the capacity to do something about it. 155 (at least for me) is a little frustrating, you can’t immediately elect to go through to customer care, you must go to menu option 2, then some other choice then only do you get the option to speak to an actual human being.

On the other hand, once you are in contact with a knowledgeable person the service is brilliant – people are prepared to go out of their way to get your problem sorted (Morne van Wyk in Cape Town is an excellent example of this) they are helpful and appear as though the genuinely want to help you. Once you are in contact with these people your query will be handled quickly and efficiently.

However, I still think it is unacceptable to have to go through the stress of contacting customer care to report a fault or get help – what is even more astounding is the amount of your own personal time that is consumed trying to talk to customer care.

Rikkelz, you're comments were passed onto management and I know it did hit the right spot

I understand your original problem was resolved?

 

[Rikkelz]

Yes, V3G thanks very much. The Tech called me yesterday so that he could come into my area and see if he could re-create the problem as this was the second time this month that it had happened (he was another person that went out of the way to fix things). 3G came back into service at about 11PM last night (after being off since wednesday morning) and Morne phoned me this morning to notify me (actually there was so much concern that a second Vodacom employee phoned me while I was on the phone).

Did you have to do any checking up on people V3G?

 

[Skeptik]

Rikkelz, you're comments were passed onto management and I know it did hit the right spot

I understand your original problem was resolved?

Oh dear, now the callcentre superstar Morne van Wyk will get promoted (depending on his BEE status) and we'll be back to square one.

 

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yeah well i wasnt a happy chappy then. Oh to top it all off ,i think you can phone them like 4 times a month , if more then that you cant phone them again. You have to wait for the next month. You can email them though.
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AFAIK it's a limit of 60 minutes per month - was discussed a while back in this forum, v3g can you confirm that?

@Skeptik, your post [#31], whilst hard-hitting, is exactly the sort of criticism that Vodacom needs to hear, and I'm impressed that you didn't personally attack anyone here, well done . We now have some insight into why you have a problem with Vodacom's customer service & support.

 

[vodacom3g]

AFAIK it's a limit of 60 minutes per month - was discussed a while back in this forum, v3g can you confirm that?

The 60 minutes is rather a function of one single mobile call.

To ensure you don't run up a heart-stopping bill, a mobile call is automatically terminated after 60 minutes. Think what happens when your 2 year old gets hold of the phone? (Or, of course, Gay Techie who found the 60 minute limit, errr, limiting....)

Abusive callers to the call desk do get blacklisted. It's based on the number of calls in a single month and is quite a high number no ordinary caller would reach. Will get the exact number.

On this point, it takes a special creature to sit behind a phone and take the abuse these guys take on a daily basis. When last did you call the help desk to tell them the network is humming? By definition, you only call when you have a problem and are probably pee'd about it.

For example, subscribers who don't pay their bills and get cut off or people who just call in to mock the operators (thus the number of calls limit per month). You can think what kids get up to when they can make free calls from their mobile.

So, it's easy to criticize the call desk but I challenge anyone on this forum to go and work there for a month or three and then not come back and defend these guys. It’s an absolutely thankless job. How long would you work in a environment where you know everyone your going to talk today is going to taker their frustrations out on you?

Having said the above, the drive is always there to have enough skilled operators to serve around 15Million active subscribers, and skilled resources are something we have so much of in this country, it's of course no real problem...

Managers are always on duty and you will be put through if you request it. I often (about once a week) call the call desk and make up some problem just to check the process.

155, the Data Call Desk, is even more of a challenge, the average caller is typically IT literate (to some extend sometimes, mostly just think he is...) and normally assumes he knows what's going on. So he won't listen or give decent feedback. The classic one we get all the time is the "I did not change anything and it suddenly stopped working by itself". Meantime, back at the ranch...

Those of you in IT support will know this well.

So the average call to 155 will be much longer, meaning the wait time when you call in will be longer.

And of course, the creature you need here is even more scarce, an IT specialist (lots of those around , remember) who does not mind sitting behind a phone all day and help people out and then must hear they've got a standard 6 education level.

I had one such caller myself this week. Very upset about running up a bill and Vodacom stealing his money. After a whole process, he now knows his virus program does automatic updates. Was on the phone for at least 40 minutes. If this person called the call desk, one IT specialist would have been tied up for the same 40 minutes….

So, running a call desk is a huge challenge. Even if 99.9% of subscribers don’t have a problem, it still leaves 15 000 people who need help at even given point of time. Skilled staff is in huge demand, and staff turnover is high because of the abuse, resulting is massive training challenges.

I guess we could always outsource the call desk to India….

 

[MrG]

To ensure you don't run up a heart-stopping bill, a mobile call is automatically terminated after 60 minutes. Think what happens when your 2 year old gets hold of the phone? (Or, of course, Gay Techie who found the 60 minute limit, errr, limiting....)

People always forget me, its okay

Abusive callers to the call desk do get blacklisted. It's based on the number of calls in a single month and is quite a high number no ordinary caller would reach. Will get the exact number.

I have never reached that limit, last month I had ALOT of calls to the helpdesk, not for myself, but mostly others that are on another network that wanted to ask a question. - Anyways, what happens when a person has ongoing problems, they cant just kill you can they - hehe, well I got no issue with it, unless it happens to me for no reason.

For example, subscribers who don't pay their bills and get cut off or people who just call in to mock the operators (thus the number of calls limit per month). You can think what kids get up to when they can make free calls from their mobile.

hmm, never did that to Vodacom, number one reason I knew they could check who is calling, its their own subscriber lol... but I have called different places and asked for stuff from World of Warcraft with a friend (like they did on WoW Radio ), they thought that was rather funny... hmm, what you can do with free minutes at the end of the month

 

[ic]

...and then must hear they've got a standard 6 education level.
...

Whilst that is Skeptik's stated opinion, I must agree that it was a rather tactless way of getting his point across, but based on option '[4.b] Also, the agents seem to be clueless' of the survey, it seems Skeptik isn't the only forumite that is of the opinion that on average (082)155 call centre agents don't know how to help customers when they call in - IMO this is still a criticism that Vodacom needs to be aware of, and Vodacom needs to change this perception & experience that some customers have...

I suspect that once Vodacom has the new data call centre up & running with a full staff complement, that calls answered quicker [less wait time] will drastically reduce the frustration levels of both customers calling in as well as the call centre agents taking those calls.

v3g, you posted a little while back that Vodacom is developing a Data Knowledge-Base, maybe an idea to suggest a selection of some posts & threads in this forum as part of the trainee call centre agents' training? - from a case-study POV...

 

[Cell C Customer]

Well i have reached my limit to the call centers. It was the one month when 3G or GPRS did not work at all i complained, got a case number and everything, a week went by no answer. (Now i was paying for my 1Gig contract at the time) Phones 155 back they told me the case was resolved and closed? HUH, but i still cannot connect so how can it be resolved? So they assured me that the fault was corrected, so what do you do when VC thinks it's been fixed but it hasn't been. You keep phoning back till you can get someone who can actually speak english and reason with you. so i did reach my limit of calls to customer care. then i had to wait till next month. But i went to VodaCare, spoke to them and they couldn't help me either so i left the data card, and sim there and told VC they can have there contract back. Then someone phoned me after 2 months. They agreed to take eveything back and cancel the contract as well refund me for everything spent as i hadn't had use of anything. But to date still getting a bill every month, They believe i have the data card, i do have proof that they took it back, and if you dial the data cards number it doesn't exist so i give up with VC. oh and no refund as promised.

V3G PLEASE HELP CAN I PM YOU EVERYTHING AND WHO I SPOKE TO. PLEASE

 

[ic]

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V3G PLEASE HELP CAN I PM YOU EVERYTHING AND WHO I SPOKE TO. PLEASE

LOL, v3g would never refuse a plea for help, go ahead and send v3g a p.m. with [post=544183]these details[/post] and more .