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

[Deleted member 29185]

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...

A Gremlin on the line??

 

[MarkD]

Actually had to call them for the first time ever today, and was through in about 20 seconds, issue sorted in about 2 minutes, by an AUSSIE !!!!! YAY..... (Gold call centre)

 

[Deleted member 29185]

was through in about 20 seconds, issue sorted in about 2 minutes, by an AUSSIE !!!!! YAY..... (Gold call centre)

May I say, each time the automated Velocity number recognition actually worked, my call was answered promptly, by an Aussie, with the greatest of courtesy (if not the greatest of knowledge). I certainly can't whinge about that side of it and to be honest, for the occasions I need to call, the stuff around with the automated system is yet to overly annoy me.

 

[pointwilliams]

Hey guys...I think I have cracked the "code" for getting through. After much frustration, I have been calling the international number they advertise, which is a Sydney number - 02 8667 5924, then enter my Velocity Number and it has worked each and every time!! I've tried it from my mobile and 2 different landlines and it seems to work perfectly - I get straight through to the Velocity Gold "Aussie" once I put my Velocity Number in! Bingo!!! I went back and tried the 131875 number and you guessed it - I couldn't get through and routed to the "off-shore" centre..... Good luck

 

[Deleted member 29185]

That sounds perfect to me............we get free STD numbers but have to pay for 13 numbers (local call cost) so I'd actually be marginally better off in the phone bill as well!

 

[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.

Finally needed to use the CS Centre and had no trouble entering the number (no # at end) and answered by Sam who mentioned the word "Gold" in her introduction.

pointwilliams and swanning_it, have your issues sorted itself??

 

[straitman]

Hey guys...I think I have cracked the "code" for getting through. After much frustration, I have been calling the international number they advertise, which is a Sydney number - 02 8667 5924, then enter my Velocity Number and it has worked each and every time!! I've tried it from my mobile and 2 different landlines and it seems to work perfectly - I get straight through to the Velocity Gold "Aussie" once I put my Velocity Number in! Bingo!!! I went back and tried the 131875 number and you guessed it - I couldn't get through and routed to the "off-shore" centre..... Good luck

You can always get through to the Gold or Platinum desks from the 131875 number IF you select option #2 in the initial menu.

 

[Deleted member 29185]

pointwilliams and swanning_it, have your issues sorted itself??

I've got absolutely no idea. I haven't had to phone DJ for ages.

Correction..... I just tried for the heck of it.
131875
Press 2
Enter Velocity number.......

"Sorry, your number does not match our records, please enter again"
"Sorry we have having trouble....blah, blah, blah"

Tried again and after first enter got........"We're tranferring you now"

1 out 2 tries......50% success rate. Sounds a bit like J class really

Tried pointwillams (02) number, no need to dial 2, entered number and got through first time. Lengthy wait on hold though, so much for answered on first or second ring.

EDIT: about 3 minutes on hold and I hung up, so I can't confirm it was the Gold desk or OS somewhere.

 

[Justinf]

Noticed a J flight I took on the weekend from MEL-OOL via SYD had only been credited for the SYD-OOL flight and only 40 SCs. In fact the MEL-SYD flight had disappeared completely, even from My Bookings in my Velocity account.
Phone the Gold number and was through in seconds and speaking an Aussie accent who not only sorted things out in less then 5 minutes with the aid of her supervisor, but had the MEL-SYD status credits into my account as we were speaking. I told her that in fact I had been credited with 20 SCs too many, as the MEL-OOL sector should have been only 60, but I was credited with two lots of 40.
Outstanding stuff.

 

[Ausbt]

I'm a Gold, and DYKWIA works for me. But as for my past experiences with Virgin Money and Virgin Mobile, well just don't get me started.

 

[Fruitcake]

She said 'Let's keep that as our little secret'.

Glad you managed to keep so quiet about it!