Vodafone's new owners need to improve 'shocking service', says cut-off customer

Wednesday, 24 July 2019

Vodafone admits a Wellington customer left without phone and internet for five weeks fell through the cracks.

A Vodafone customer who has been left without a home phone and internet connection for 33 days says Infratil and Brookfield should make improving Vodafone's customer service a priority after they take control of the company next week.

Rod Fabish, a retired former telecommunications engineer, said he spent more than six hours calling Vodafone on a mobile phone attempting to sort out the connectivity problems at his Oriental Bay apartment after an upgrade suggested by Vodafone went awry, but was unable to make any headway.

His problems began in May when Vodafone contacted to him say the ADB set-top he used to watch television over Vodafone's cable network needed to be upgraded.

'On June 18 a technician came and when the guy had finished he rang our landline number and it worked, but then I soon found out we could get calls from people using a mobile but if they were using a landline phone to call, it didn't go through and they were told the number was inoperative.'

Vodafone says Rod Fabish's experience shouldn't have happened but was an isolated incident and 'not widespread'.

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Soon after the landline and internet failed completely.

'I can 'ring and ring and ring', in fact I have spent six-and-a-quarter hours on a mobile phone trying to contact Vodafone, and when I am answered the person can't tell me anything about what the problem is with the exception of saying the 'migration team' are working on it.

'I have heard that reply many, many times.'

Vodafone NZ should be under new ownership by Thursday next week.

Vodafone's call centre staff had been polite but unable to help, he said.

Infratil and Canadian private equity company Brookfield are due to conclude their $3.4 billion purchase of Vodafone NZ by next Thursday after the Commerce Commission and Overseas Investment Office gave the green light to their takeover of the company last month.

Fabish worked at the Post Office as a telecommunications technician for 15 years at the start of his career.

Back then, if a customer was left without a phone line for a week, the minister would hear about it, he said.

'If Infratil knew what shocking service they are giving I'd think they would be concerned,' he said.

Fabish said he was totally frustrated and stressed.

'I am nearing 80 and both my wife and I are having disturbed sleep.

'This morning I was awake at 2am. That is what we are contending with. I have a son and a daughter in Australia and to contact them is a problem and for them to contact me is a bigger problem.'

Vodafone spokeswoman Kathy Gieck said Vodafone had contacted Fabish and 'apologised for the experience he's had and the length of time he's been without his landline and broadband service' and would credit his account for this period.

'We have arranged for his services to be restored at his convenience this week, and have booked a technician to visit his home this Friday.

'We have also gotten to the bottom of what caused Rod's disconnection and can confirm it was an isolated incident.'

By that, Vodafone meant his particular issue was due to a unique set of circumstances and was 'not widespread', she said.

Vodafone should have escalated his complaint earlier, she said.

'We are continuing to work on how we can ensure customers like Rod don't slip through the cracks when there's a glitch in our processes. We've said our customer service is not where it needs to be and we're committed to addressing this as our number one business priority.'

Fabish confirmed Vodafone contacted him with apologies, a promise to send a technician later this week, and an offer of a two-month credit, after Stuff raised his case with the company.