What "Priority Phone Service" with Velocity Gold using Velocity Call Centre

[pointwilliams]

I'm just about to rip the phone off the wall!! Is it just me, or is there no such thing as the "Priority Phone Service" when a Gold velocity member calls the 131 875 Velocity Call Centre. I get to Option 2 and punch in my 10 digit member number and..."we're sorry, we have no record of your number, please re-enter etc etc. I re-nter twice and I always get routed to the "Non-priority Centre", wait for another 5 minutes, then inevitably get someone from the Philippines or wherever who, while very polite, is about as useless as an ashtray on a motor bike. This has been happening for about 6 months or so, I have emailed them, yes we will fix it....nothing, still the same. I have phoned them and spoke to a lovely lady - Helen at the Gold velocity team, she assured me it would be fixed, rang me back several times, then 2 weeks ago said all was fixed and thoroughly tested. GUess what....? No good...... this is frustrating, time wasting, and simply cough service. Does anyone else have the same problem, or any suggestions on how to rectify this situation?

 

[777]

It's never failed to work for me but i sympathise.

 

[LiamR]

As 777 said, I've never have a problem with it. But I can understand your frustration.

 

[Bolthead]

OK.... so how do you know you have reached the priority section. I am a Plat and as far as I can remember they don't answer the phone confirming I have reached the Plat. (priority) section of the call centre???

 

[Deleted member 29185]

Is it just me? Does anyone else have the same problem, or any suggestions on how to rectify this situation?

It's not just you. I was thinking it's just me. Very frustrating when I can't even enter my whole Velocity number before I get the recording. Occassionally it works, mostly it doesn't. I've tried entering quickly, slowly, whilst singing the national anthem and swearing at it.....all to no avail.

When you sort it out, please let me know the secret too!

 

[openseat]

Are you using a VoIP phone?
I just ask because we have them at work and they always nearly fail when entering numbers on the keypad.
Lowest bidding coming home to roost!

 

[MadFairlane]

I just bang my number in and hit the hash button... seems to work.

 

[Deleted member 29185]

Are you using a VoIP phone?

Not me. Standard white Telstra touchdial. There is a modem filter on the line and a fax and answer machine hooked up, but I don't have any issues with anyone else except Virgin Gold Desk.

 

[juliusg]

I enter my number, and end up talking to someone either in Aus or offshore with no indication they have my name, file or even know if I'm Gold, Plat or Rust! The offshore call centre is usually least helpful, yesterday the guy was condescending when I tried to upgrade from Saver to Biz without paying the extra fee, and point blank refused to refer to a supervisor. One other time, the offshore dude could not help at all when I called stuck in traffic 45 minutes before boarding asking to rebook me. 'You will have to see the airport desk' he kept saying, agreeing that yes I would lose my fare since I had already checked in online. Totally useless.

So, VA people, how do we know if we have a Gold or Platinum call centre or whether we are at the lowest rung on the phone ladder?

 

[777]

So, VA people, how do we know if we have a Gold or Platinum call centre or whether we are at the lowest rung on the phone ladder?

They answer with "Welcome to Velocity Platinum this is Anna" or similar.

 

[Sprucegoose]

It's something I have rarely had problems with at qantas.

You just don't go from LCC airline overnight to premium service provider.

Clever model if VA can get it to work........pay everyone less and compete with QF for revenue on an equal footing.

 

[notzac]

Ever since there was a priority desk I've been able to get through to it (unless I've called out of hours). This is from regular office PABX, mobile and VoIP phones. It seems awfully strange that it's not working for others...?

 

[Bolthead]

Have had the same problem again tonight.....first time it didn't work and second time it did (had to re punch my numbers). This is the first time however they answered the phone Platinum desk. The funny thing is she couldn't help me and she put me through to their international booking desk, but she was a little confused with my request. As well I could hardly hear her and she had a foreign accent (nothing wrong with a foreign accent mind you) I had the feeling she was overseas. In the end I went back to the internet site and did it myself.

 

[notzac]

I had the feeling she was overseas. In the end I went back to the internet site and did it myself.

Ah. If you mean the "International Desk" was overseas, I've gotten this as well and struggled immensely with it. I suspected at the time that the International Desk was a part of their call centre in the Philippines or wherever it is.. wasn't a great experience :-/

 

[Deleted member 29185]

So by the replies, there are at least three of us who are having this same problem with the Velocity automation service dealing with our touchphone tones. I may actually try on a different line (mobile perhaps) to see if I have the same issue. For all the telephone techos, do some touchphones have different tones.....or different tone volumes? I really can't see how most have no problem but some of us do??

 

[medhead]

The problem I have is, being honest if I'm calling about a booking will connect me to the general call centre. To get to the platinum call centre you need to select "talk to velocity"

Another thing someone mentioned entering their number and press the # key. It does ask you to push the # key! I called yesterday and I got through fine without pressing the # key. I suggest pressing the # key could very well confuse the system. That is what I have experienced with another phone in system, maybe Amex, that just requests the number be entered.


Sent from the Throne (80% chance) using Aust Freq Fly app

 

[QF WP]

I feel like I'm missing out as I have yet to have the need to ring VA CS - I almost want to have a problem so I can.

 

[medhead]

I feel like I'm missing out as I have yet to have the need to ring VA CS - I almost want to have a problem so I can.

I've only called them for upgrades and to redeem a voucher.


Sent from the Throne (80% chance) using Aust Freq Fly app

 

[maninblack]

Ask them to do basic stuff like change a flight or do an upgrade and they are fine. Ask them for any complex information or anything requiring more specialised knowledge such as the types of things regularly discussed on this forum and you might as well be asking the check out chick at Woolies. And I am not exaggerating

 

[Gremlin]

In the last couple of weeks I've found this to be a little hit and miss. Normally I'll call and be talking to Velocity Platinum within 15 seconds. Recently, I've found myself end up on hold for an extended period but only on a couple of occasions. 10 minutes ago I called up, entered my number and was on hold for several minutes before giving up. I disconnected, rang back immediately, entered my number and was put through in the usual 15 seconds. Something doesn't seem quite right...