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Example of CS chat

wizbowes
2: Seeker
2: Seeker

I've just spent 50 minutes on a CS chat when I tried to find ot why my order progress started moving backwards today.  I spent 25 minutes (!!!!) just going through security questions.  The end result of the chat is that nobody knows what is going on and I need to call somebody tomorrow.  Honestly?

 

info: at 0:00:14
Welcome to Vodafone! You will now be connected with a service adviser. Your approximate wait
time is 0 minute(s) and 3 seconds. . We’re looking forward to assisting you today.
info: at 0:00:16
You are now connected with CS1.
CS1: at 0:00:19
Hello, you're chatting with CS1, one of Vodafone's online customer service specialists. How may I help
you today?
ME: at 0:00:23
Hello
CS1: at 0:00:28
Hi ME
CS1: at 0:00:29
A very good and beautiful evening to you :Smiling:
ME: at 0:00:39
I'm trying to find out what's happening to my delivery
ME: at 0:01:04
today I was at stage 4 - order with courier
ME: at 0:01:22
however checking now I'm back at stage 3 - picked in the warehouse
ME: at 0:01:31
it makesno sense I'm i'm quite annoyed
ME: at 0:01:41
WEB-XXXXXXXXX
ME: at 0:01:53
I was spaeaking to somebody earlier but got diconnected
ME: at 0:02:08
and my status has gone backwards since then
CS1: at 0:02:09
I completely understand that you are concerned about the order status. I will try my level best to resolve the
issue for you today. I will have to look at your account first and then only I will be able to comment on this.
Please stay connected with me ME.
ME: at 0:02:27
I'll try my best to stay connected
ME: at 0:02:35
however t's a little bit out of my control
CS1: at 0:02:35
:Smiling:
ME: at 0:02:58
rest assured that I'vehad strong words with my laptop not to lose the connection
CS1: at 0:03:22
Great.
CS1: at 0:03:30
I have checked the details for the number provided by you.
CS1: at 0:03:38
Actually I am from other customer service department and I do not have access to your account.
ME: at 0:03:51
ok
ME: at 0:04:01
so can you pass me to soebody that does?
CS1: at 0:04:02
I request you to please stay connected while I transfer this chat to our dedicated team
CS1: at 0:04:03
ME: at 0:04:19
ok9/24/2014 about:blank
about:blank 2/6
CS1: at 0:04:30
Thank you for the comfirmation.
CS1: at 0:04:42
confirmation *
CS1: at 0:04:48
It might take few minutes to get transferred to the relevant team. We would really appreciate your patience
in this matter.
ME: at 0:04:57
np
CS1: at 0:05:34
Thank you.
info: at 0:06:48
Please wait while I transfer the chat to the appropriate group.
info: at 0:06:49
You are now connected with Alex.
ME: at 0:07:05
hello
ME: at 0:07:10
can you help me?
ME: at 0:07:23
can you see my chat history or do I need to start again?
info: at 0:07:39
Please wait while I transfer the chat to the appropriate group.
info: at 0:07:40
You are now connected with CS2.
ME: at 0:07:51
o
ME: at 0:07:55
hello CS2
CS2: at 0:08:04
Hello, you're chatting with CS2, one of Vodafone's online customer service specialists. How may I help
you today?
ME: at 0:08:17
was Alex not good enough? Can you see my chat history so far ot do I need to start again?
CS2: at 0:08:21
Hello ME. How are you?
ME: at 0:08:35
confsued
ME: at 0:08:39
confused
ME: at 0:08:56
I'm trying to find out what's happening to my delivery
ME: at 0:08:57
today I was at stage 4 - order with courier
ME: at 0:09:08
however checking now I'm back at stage 3 - picked in the warehouse
ME: at 0:09:21
it makes no sense I'm i'm quite annoyed
ME: at 0:09:30
WEB-0000001482135974
ME: at 0:09:54
what's going on?
CS2: at 0:10:30
I understand your concern and will be happy to help you with your query.
CS2: at 0:11:39
I understand your query regarding the order status.9/24/2014 about:blank
about:blank 3/6
CS2: at 0:12:44
Could you please help me with your full name and your mobile number?
ME: at 0:13:04
ME <Name> <Address> <postcode>
ME: at 0:13:07
<Current Phone Number>
CS2: at 0:13:52
Thank you, ME.
CS2: at 0:14:25
In order to resolve your query I'll need to verify your details for security purposes. Let me ask you a few
questions in order to assist you.
CS2: at 0:14:25
ME: at 0:14:41
ok
CS2: at 0:14:55
For security reasons, could you please confirm the 1st and 2nd digit of your PIN?
CS2: at 0:14:55
ME: at 0:15:00
I odn't think you have any moe info than I've just given you apart from my borsthday but go fir it
ME: at 0:15:06
I don't have a pin
ME: at 0:15:11
I'm a new customer
ME: at 0:15:18
How would I have a pIN?
ME: at 0:16:37
hello?
CS2: at 0:16:33
No worries. Could you also please let me know the first line of your address and post code along with your
date of birth?
ME: at 0:16:56
I've given you my address already
ME: at 0:17:03
check the chat
ME: at 0:17:14
my birthdate is <DOB>
CS2: at 0:17:33
Thank you, ME.
ME: at 0:18:28
np
CS2: at 0:19:36
May I take the Monthly line rental along with the Last bill amount?
ME: at 0:20:03
I'm a new customer
ME: at 0:20:10
What exactly are you asking me?
CS2: at 0:20:11
Okay. No worries.
ME: at 0:20:17
my last bill for was £0
ME: at 0:20:40
is there a problem here?
ME: at 0:21:14
are you asking security questions or trying to find my order?
CS2: at 0:21:15
Let me provide you correct and the exact information on it.9/24/2014 about:blank
about:blank 4/6
ME: at 0:21:27
please do
CS2: at 0:21:33
Those were the security questions.
ME: at 0:22:43
ok - so what's going on with my order?
CS2: at 0:22:44
I would also like to inform you that in case you are an existing Pay Monthly customer, we can check the
account and the order status accordingly for you.
ME: at 0:22:55
it was with the courier for delivery and now it's not
ME: at 0:23:14
so 4 years ago I had an account with you
ME: at 0:23:18
but I moved
ME: at 0:23:33
now I just want the phone I ordered
ME: at 0:25:21
My wife, who ordered a day after me, is getting her phone tomorrow.
ME: at 0:25:40
I have no idea what's going on with me - despite contacting CS 3 times already
ME: at 0:25:47
I'm pretty angry right now
CS2: at 0:26:25
Let me provide you with more information on it.
ME: at 0:27:26
please do
CS2: at 0:28:41
We’re really sorry for the confusion with your order; we’re working hard to get your device out to you as
soon as possible. You will receive confirmation from DPD shortly to confirm when your order will be
delivered.
ME: at 0:28:51
i've been on thsi chat for nearly half an hour
ME: at 0:29:03
will that be tomorrow?
ME: at 0:29:07
today even
ME: at 0:29:20
as soon as possible doens't cut it
ME: at 0:29:40
My phone was with DPD previously - and then it wasn't
ME: at 0:31:07
I'd like a proper answer rather than we're trying our best
CS2: at 0:31:22
I understand your concern and am looking for all the information I can provide to you.
ME: at 0:32:10
so I understand it's not your fault
ME: at 0:32:16
however ou can see my problem here
ME: at 0:32:49
my wife oredered after me and gets her phone tomorrow. My status moves back and forwards and
all I get is we're trying our best
ME: at 0:33:20
it's not good enough
CS2: at 0:33:409/24/2014 about:blank
about:blank 5/6
Once the DPD has taken the product deliveries with them, they are the correct team tht can provide the
updated information.
ME: at 0:33:44
I fail to see what the issue is - and nobody will tell me what the issue is
ME: at 0:34:12
so do DPD have the phone already or not? Because you claim they had it this morning, and then
you claim they don't
ME: at 0:34:31
you = vodafone, not you in particular
ME: at 0:34:57
this morngin my phone was with DPD
ME: at 0:35:00
and now it isn't
ME: at 0:35:31
they had the phone - but I had no tracking number
ME: at 0:35:36
so I'm asking you not them
ME: at 0:35:41
where is my pone
ME: at 0:35:42
phone
ME: at 0:36:00
with you, with them, or not actually here at all
CS2: at 0:36:59
I certainly understand your concern.
ME: at 0:37:26
and I understand that you understand - but the issue isn;t you - it's with Vodafoone
ME: at 0:38:27
so can you tell me when you're passing my phone to DPD?
CS2: at 0:39:23
Let me provide you with the contact number of dedicated sales team looking after this concerns.
ME: at 0:39:31
because I've been on chat for 40 minutes and I'm none the wiser
CS2: at 0:39:58
In this case, what the best I can do for you is that I will provide you the number of our dedicated Sales
Response Team.
CS2: at 0:39:58
They are the specialized team who deals with order.
CS2: at 0:39:58
The number for Sales Response Team is : 03333040101.
CS2: at 0:39:58
You can call them anytime between 8am – 8pm, Monday to Sunday
CS2: at 0:39:58
.
ME: at 0:41:19
right - why do I have to call them rather than sort it out now?
ME: at 0:41:32
I've spent 40 minutes catting to be given a phone number?
ME: at 0:41:45
chatting
ME: at 0:42:17
can you see why I'm not happy with this?
CS2: at 0:42:45
As I told you I am from the Pay Monthly Web Chat service and do not have access to specific systems
handled by sales team.9/24/2014 about:blank
about:blank 6/6
ME: at 0:44:00
so I was transfered to you after I explained my problem
ME: at 0:44:10
It's not like I asked to speak to the pay monthly team
ME: at 0:44:27
45 minutes into this chat and you're telling me that I've been put on to the wrong person
ME: at 0:44:37
can you put me throught to the right person now?
CS2: at 0:46:50
That was the reason we have provided you with the above number for sales response team.
ME: at 0:47:04
sigh
ME: at 0:47:06
ok
ME: at 0:47:09
I give up
ME: at 0:47:11
you win
ME: at 0:47:16
I have to go bed
ME: at 0:47:26
no wiser than I started this conversation
ME: at 0:47:33
thanks for your help
ME: at 0:47:35
goodnight
info: at 0:47:46
A copy of this chat conversation will be sent to <email> at the end of this chat.
CS2: at 0:48:31
You are welcome.
CS2: at 0:48:57
I also apologize for the inconvenience caused to you, ME.

 

 

1 REPLY 1

DD
11: Established
11: Established

Dont bother with the chat or phone calls. The 'manager' I spoke to pretty much said that they do not know what is going on other then that 'there is no stock at the moment and you will be notified by text/email when it is available'.

 

 

Don't mess with stupid people. They will bring you down to their level and beat you with experience.