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25 posts

Geek


Topic # 24853 5-Aug-2008 02:07 Send private message

Ok so I decided to sign up for Vodafone's TXTer plan the other day from prepay. Did it all online and it was connected on Sunday according to the txt they sent me. From that time on I could not send txt messages. I kept getting a reply saying my request could not be processed as my mobile was inactive.

I contacted cus support and was hung up on the first time. I rang back and spoke to another guy and informed him of my problem and also asked about a $1.15 charge on my account already. He attempted to explain to me that the charge was for the one day before my billing period began (04/08/08). At the time I didnt understand what he was talking about as he was just saying over and over that "You are billed in advance". He said that to solve my txting problem was to intermittently turn my phone off and on over the next 48 hours, which just didnt sit right. So I gave up and terminated the call.

I called back the next day as the txts were still not working and My Vodafone on the website still was showing prepay. The girl was nice and advised me she had just activated my mobile, to turn it off for a few minutes and to reboot it and it should be up and running. Since then I have not been able to even send txt messages, they dont go out and then I get a reply, now they just fail to send altogether.

So yesterday I visited a vodafone store in St Lukes and the guy ascertained that my txt was not working and rang cus support twice, the second time he was told it was a known issue and they were working on it. SO I thought "ok I will leave it for a day and ring back if it is still down to get an update and possible credit. I also asked him about my prepay addons which only recurred the day before being switched and whether the unused balances on those could be transferred, considering I paid for a service I wont be using. He said that once its paid thats it, its gone. I was pretty annoyed at that as I signed up on 29/07/08 and my addons didnt recur until 03/08/08 which I thought would be enough time for them to switch me.

Later that day I recieved a txt saying I had exceeded my credit limit. Bemused I got my balance which stated I had $196.66 excl monthly charges!!!! WTF!!!

After waiting for 40 minutes on the phone to cus support the girl said she couldnt access the transactions and I would have to wait until midnight for the invoice to come out. Well its 2am and still no invoice. On top of that I cant txt, cant call cos of the limit being exceeded and I am getting progressively angry at the abysmal service I have gotten in the space of a few days. I have written a formal complain to Vodafone, but my previous questions have not been answered over email so I doubt it will help.

If nothing has changed by tomorrow I will call cus services once more and demand something be done and that I get some form of compensation. If nothing comes of it I will be simply cutting ties with Vodafone, all over this extremely aggravating yet short period of time.

If anyone has any suggestions or has had similar problems please let me know I am not alone.

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Reply # 154180 5-Aug-2008 07:50 Send private message

If you don't hear from Vodafone in this forum and don't receive a resolution to your phone request then I suggest you visit the Telecommunications Dispute Resolution website and read the instructions on how to lodge a formal complaint.




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  Reply # 154185 5-Aug-2008 07:55 Send private message

Posting your story here is a good start, I can't help but am interested to see how it's resolved.

I think you should be refunded for service that you did not use.

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  Reply # 154187 5-Aug-2008 08:01 Send private message

 

The Vodafone helpdesk is a real mixed bag. I have always had great success using the postal system. I guarentee if you print out your geekzone article put it on letterhead format and post it to the following address within 4 days you will have someone phoning you sorting this out. Someone smart, based in Auckland. Someone with the power to get things done.

 

Vodafone fixed line and broadband
PO Box 7281
Wellesley Street, Auckland 1141





Tyler - Parnell Geek - iPhone 3G - Lenovo X301 - Kaseya - Great Western Steak House, these are some of my favourite things.

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  Reply # 154195 5-Aug-2008 08:55 Send private message

I have a resolution for the issue PM sent




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Wannabe Geek


  Reply # 154264 5-Aug-2008 12:00 Send private message

I was with vodafone... switched to them in the first place as they were supposed to have better customer service.  After 8 months of being told one thing, then the next, then getting told they'd call us back, I gave up and filed at small claims.  Funnily enough they got in touch with me pretty damn fast after that.  We settled out of court, I managed to get several hundred dollars of charges wiped as they did not front up to their end of the contract.

Sometimes the lil guy (or gal) wins!!

If you're going to take them to small claims make sure you have a whole heap of documentation, call the call centre and ask them to email you a copy of all the times you have called (don't take no for an answer, the DO have copies of this!!).

Good luck!!



25 posts

Geek


  Reply # 154333 5-Aug-2008 14:36 Send private message

Thanks for all the feedback. I have received two PM's from Vodafone and I will see what happens. It seems I can now txt message and my balance has gone down to $160, marginally better than before.

I will keep this post updated.

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Master Geek


  Reply # 154361 5-Aug-2008 15:57 Send private message

I think it is a waste of time complaining to them. When I phoned their 777 number to make a compliant, they told me that I would have to submit the compliant through their website, even though their website states very clearly that if we have to make a compliant, to phone 777. I was unable to submit the compliant through their website, it came up with an error which phoning 777 couldn't resolve, so I emailed it to [email protected], but 3 weeks later no reply. I think they could be on Fair Go again this year.



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Geek


  Reply # 155085 7-Aug-2008 23:52 Send private message

Just an update on the situation.

Paul Brislen got in contact with me regarding my problem. He handed my account to the escalation team at Vodafone. After a day I got a call saying that the charge was made in error and that it would be taken off my account, I had no offer of a credit or anything. I was just told it would be rectified as of that time.

It has now been more than a day and the charges remain on my account as they did before. I have raised the issue again with Paul Brislen and have received no reply.

I genuinly believe Paul is trying to help but I am not sure why it seems to be so difficult for Vodafone to rectify a seemingly simple problem. I will email Paul again tomorrow to see why this has not been fixed and this time I want some form of credit on my account as this has been going on for a week already.

Thanks for the advice so far, I appreciate it.

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  Reply # 155443 9-Aug-2008 17:09 Send private message

robbypreb: I think it is a waste of time complaining to them. When I phoned their 777 number to make a compliant, they told me that I would have to submit the compliant through their website, even though their website states very clearly that if we have to make a compliant, to phone 777. I was unable to submit the compliant through their website, it came up with an error which phoning 777 couldn't resolve, so I emailed it to [email protected], but 3 weeks later no reply. I think they could be on Fair Go again this year.

VF don't have an email address so hence the reason why you haven't got a reply. They use the RightNow system which you can use to contact them via their website. If I remember correctly, you can even track your query if you login to the VF site.


If you have a formal complaint, like any company, place it writing (email is not "in writing") and post it them. When you call 777 the CSR will do their best to help you but remember, the are at the bottom of the ladder and don't have much authority. If you write a letter, a CSR will try and resolve it but if they can't they can then take the letter to their manager/escalations team.


This will be a lot better than the CSR you speak to over the phone, writing notes and then escalting - perhaps not getting your point across as you may have wanted. Remember the games Chinese Whispers?









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Geek


  Reply # 155454 9-Aug-2008 18:00 Send private message

I was called again by a girl from the escalation team who assured me the charges were deleted and didnt know why they were still showing on my side. As of now they are still there but automated msgs on their phone service says they are having issues with billing so I will wait a while longer.

As for the above comment, they state clearly that you can raise a complaint over their website (which is what i meant by email sorry). You can also call 777 to lodge a complaint, after all it is just lodging a complaint, anyone can take a complaint cant they?

Anyway I havent heard from the online complaint and even though Vodafone have apparently sorted the problem out I was not offered anything for my trouble, which is a little annoying. But we can't have everything, especially with Vodafone it seems.

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  Reply # 155568 10-Aug-2008 10:45 Send private message

 

I for one cannot wait for Telecom's 3G network to come out, as much as I hate Telecom their billing systems and mobile networks have never been a source of ridicule for New Zealander's 





Tyler - Parnell Geek - iPhone 3G - Lenovo X301 - Kaseya - Great Western Steak House, these are some of my favourite things.

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  Reply # 155570 10-Aug-2008 11:14 Send private message


my 2cents


When I first moved to vodafone it was because of the lack of good support from telecom, but now it seems I get just as good, if not better support from telecom without the $1 charge everytime I ring them.


I have already cancled my account with them and have got a very genouris offer from telecom to move my busniess to them.


Back on topic.... I think not only should your account debit be cleared but you should get recieve a good credit to your account, I know If I was in your boat I would seriously be thinking of changing providers



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Geek


  Reply # 155580 10-Aug-2008 11:32 Send private message

Yeah I wanted some sort of credit for the hassle as I pretty much couldnt use my mobile at all or the first week. But no one offered me anthing even when I had said I would like one. I also seriously contemplated leaving Vodafone, but there are so few alternatives, like most things in NZ.

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  Reply # 155647 10-Aug-2008 18:04 Send private message

what ever happen to "first call resolution"

well u cant really blame the reps. the ones to blame is management
obv management are not picking up on mistakes and improving the level of service?
for a corporate such as vodafone, or even telecom, youlld think these problems could be dealt with first time or least follow through (ownership)

anyways, i feel how frustrated you can be mickmock
hope everything will be sorted

i say , customer service will win the customer at the end otherwise, seek what you deserve.




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  Reply # 155649 10-Aug-2008 18:16 Send private message

mickmok: Yeah I wanted some sort of credit for the hassle as I pretty much couldnt use my mobile at all or the first week. But no one offered me anthing even when I had said I would like one. I also seriously contemplated leaving Vodafone, but there are so few alternatives, like most things in NZ.


I would still advise you to write into Vodafone (postal mail.) I received a $150 credit for a $37 overage charge I spent 4 hours arguing about with the CSR's. I know it's crazy, but it was the last straw, I had been misbilled for 5 months straight after their 'billing pitstop' 

 

Oh - they actually credited me twice by mistake, so I ended up getting $300, love it when Vodafone are so useless they can't even get credits right and give you too much. Cheers Vodafone :-) Good Job. hehe

 

I got this credit by writing in to their postal address. I had a person ring me back within two days which spoke very good english, which actually had the power to fix the problem I had and make decisions on the spot without having to check with someone else. :)





Tyler - Parnell Geek - iPhone 3G - Lenovo X301 - Kaseya - Great Western Steak House, these are some of my favourite things.

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