Geekzone: technology news, blogs, forums
Guest
Welcome Guest.
You haven't logged in yet. If you don't have an account you can register now.




361 posts

Ultimate Geek
+1 received by user: 1


Topic # 39220 11-Aug-2009 13:53
Send private message

In the last couple of years my Wife and I been Vodafone customers the following has happened.



We added a 1GB data charge to my phone before heading down south on Holiday. It didn't work. I figured I had set up the Bluetooth modem on my laptop incorrectly but on return after still no joy went into a Vodafone store to find it was an issue with their back end APNs. $60 later we had no mobile internet connection during our trip, and we weren't refunded for what was their stuff up.

When we switched from Prepay to On Account (and changed our numbers because you couldn't port them internally. Incidently would have been fine if it was an 027..). My Wife was set up with a mandatory credit limit due to limited credit history. I set up the same limit because it would be handy if my phone went missing. Some months later we got 2 letters, on the same day. Mine said their new billing system no longer allowed them to give credit limits, and it had been removed from my account. The letter to my Wife said her credit limit still applies. After ringing them, then ringing them again between 8am and 9pm we finally got the answer. It's because hers is mandatory and they've made a business decision not to offer voluntary credit limits. This directly contradicts the fact that their letter to me said their system didn't offer it, it was a business decision not to offer it.

But moving on to the last 30 days..

We both bought iPhone 3G Ss and went on the iPhone $40 plan. Prior to that we had Vodafone family on my Wife's account which wasn't offered for iPhone plans initially (The website ONLY mentioned bestmate and traveller as valid add-ons at the time, Family has since been added). Family was removed, it no longer showed up under the add-on screen in my wife’s My Vodafone. To replace this, we added a Best Mate on each phone so we could continue to call and text each other. Then August happened and we received a phone bill that said Vodafone Family was still active. It took 2 phone calls to Cairo to get this removed, and a note placed against our account so we can ring back next month and get a $20 credit for the over charge. Of course this couldn't be done now as the account already had a positive balance and adding $2 + $20 is apperantly more than the Vodafone billing system can handle.

A few days later I go to check my account balance. I have 0 texts (a couple of days prior I still had 65) and a few dollars in charges built up. I certainly didn't text to other people all that much and logged into My Vodafone to see if I could get more details as to what had happened. It turned out Best Mate had randomly removed itself from my account.

I called Vodafone. They promptly told me to call back in 2 hours as their system was being modified and they couldn't access what they needed to.

I called Vodafone again. After a 25 minute phone call they credited back 47 texts and 20 minutes to make up for those used calling my Best Mate. They said they'd credited back negative $ balance from texting my best mate but this hasn't happened yet.

My Vodafone is the slowest system on this planet. It took me 30 minutes last night of repeated attempts to log on and find out I hadn't been credited. Although this has never been all that unusual for the service.

I went to Telecom to find out about pricing and how much better/worse off we'd be if we switched. I then went to a Vodafone store to enquire about what would happen to the credits we're owed, final bills and discuss the reasons why we were looking seriously at leaving.

They didn't care. They weren't very helpful and besides assuring us we'd get refunded what was owed to us, all other questions were met with "You'd have to talk about your new provider about that"…



So that's it. No attempt to put it right and convince us not to change. No helpful answers to questions, and certainly no service worth paying for. I hold little faith getting the credit we're owed is going to be an easy process based on previous experience.

So I'm going to head into Telecom tomorrow. Goodbye Vodafone.. And good riddance.







** Update **


I've been contacted (thanks Johnr) about this and it looks like things might be getting sorted out after all.  :)

Create new topic
490 posts

Ultimate Geek
+1 received by user: 68

Lifetime subscriber

  Reply # 245189 11-Aug-2009 14:15
Send private message

Yes I was pretty surprised that when I left Vodafone On Account after 10 years, no one wanted to know why, was there anything they could do etc.




Jonathan Mosen

 

Mosen Consulting, for advice on web and app accessibility

 

http://mosen.org

239 posts

Master Geek
+1 received by user: 10

Trusted

  Reply # 245225 11-Aug-2009 15:19
Send private message

I switched to Telecom after constant problems with billing errors and poor customer service from VF, haven't had any problems with Telecom so far.

 
 
 
 


19282 posts

Uber Geek
+1 received by user: 2600
Inactive user


  Reply # 245237 11-Aug-2009 15:45
Send private message

Hi Buttonmash

If I can help PM me some contact details and I will see what I can do

Thanks John

1312 posts

Uber Geek
+1 received by user: 171


  Reply # 245288 11-Aug-2009 17:26
Send private message

haha wow. vodafone prepay is fine ive never had problems on that... wouldn't go near on account though especially with vodafone

1937 posts

Uber Geek
+1 received by user: 53
Inactive user


  Reply # 245300 11-Aug-2009 18:08
Send private message

So Buttonmash - what's the verdict? Are you staying with Vodafone now?



361 posts

Ultimate Geek
+1 received by user: 1


  Reply # 245307 11-Aug-2009 18:24
Send private message

Maybe. Should know with more certainty tomorrow and will make a final decision before month end (August 31st is the end of Telecoms $600 credit offer).

If something else goes horribly wrong in the next few weeks I'm gone. If this gets sorted out.... I'll give them the benefit of the doubt.

1937 posts

Uber Geek
+1 received by user: 53
Inactive user


  Reply # 245310 11-Aug-2009 18:30
Send private message

I have no particular opinion to offer (it's not my decision after all :p) but I'd have to be offered a pretty sweet sweetener to stay with a company that pissed me around as much as it seems like you have been.

Correcting former errors is only the beginning IMO.

By the way you should check out the iPhone speed tests I did if you haven't already. You might change your mind lol :p

Dunedin iPhone 3G speed testing

33 posts

Geek


  Reply # 245422 11-Aug-2009 23:20
Send private message

Had enough of Voda too. I had a problem with my phone, I couldn't get higher than 128kbps on my new iPhone. It's an internet device, 6 to 14KB is not acceptable. It's fixed like this:

Give phone to man at vodafone shop, man checks settings, man does speedtest, man pops out sim and tries it in another iPhone, no problem they have demo models in every shop,man does speedtest, man shows me it working at over 128kbps, defective phone replaced, any data use credited, or not, I really don't care. Or they admit they have network problems and we're on 128kbps for the time being.

Or, they just assume the handset is defective and replace it.

Total time out of my busy life, 10 minutes.

Easy right? Well I went to three different vodafone shops, all had demo iPhones so would have been able to do the test. First one had 2 bars 2G on voda anyway so that wouldn't have helped, second one was clueless but chatty, third one were less clueless but instead of replacing the phone sent me off to vodafone network services who after 2 weeks of phone calls though it might be the handset. To be honest after 1 week of network services man ringing I had switched to XT anyway. I wasn't completely convinced the iPhone was defective, it works fast on XT, it works faster than voda on 2degrees, works fast on wifi, that would be the weirdest fault ever if true.

3 weeks of drama that should have taken 10 minutes.

At the end of the day if I did get a "working" iPhone that ran at the expected 400-1000kbps with 5 bars voda 3G it would solve little, as I don't get 5, 3 or even 1 bar 3G at my home or most of my stomping grounds.

So now I'm on XT, instead of getting 6-14K/sec I get 213-470K/sec. I even get 21K/sec on 2degrees, yay Edge.

Very happy on XT, bought a cheap voda prepaid sim so the missus can txt me cheap on TXT2000 on my second phone. All is good now.

Cancelling Voda cost me $450, but I got $600 credit from Telecom, so it's all good, and my iPhone 3GS works as God, or Steve, intended.

Old time to download an iTunes song when I'm out and about on voda: 12 minutes
New time on XT: 12 seconds.



361 posts

Ultimate Geek
+1 received by user: 1


  Reply # 245687 12-Aug-2009 16:26
Send private message

After talking with Tanja at Vodafone and with a 2 month account credit incoming as a goodwill gesture I'm going to give them the benefit of the doubt for now.

Although if one more thing goes wrong this month...

:)

33 posts

Geek


  Reply # 245698 12-Aug-2009 16:38
Send private message

I've verified it wasn't the particular handset that was at fault now. Knew it.


Yeah if they were honest and said "We have a temporary fault on our network which limits us to 128kbps with iPhones and here's a lovely bribe for your inconvenience" I'd still be with Vodafone, cos you know, I'm a pleaser. I think the last straw may have been when the network man told me to get screenshots to prove the data rate was so low, which makes me out to be an idiot or a liar. Hey I'm not a liar! :)


I like the little touches on XT though, this is two taps away from my home page.





Simple, clear and concise. For something I do a couple of times a week to make sure I don't go over. Fab.

1937 posts

Uber Geek
+1 received by user: 53
Inactive user


  Reply # 245699 12-Aug-2009 16:39
Send private message

Can Safari store your password and login number? I'm on prepay and have to put my detail in every time.

33 posts

Geek


  Reply # 245701 12-Aug-2009 16:46
Send private message

3.01 asked me to remember my password and user name and enters it every time. I have autofill turned on, perhaps that's it?

1937 posts

Uber Geek
+1 received by user: 53
Inactive user


  Reply # 245702 12-Aug-2009 16:50
Send private message

Ah ok thanks. I haven't turned Autofill on.

153 posts

Master Geek
+1 received by user: 2


  Reply # 245907 13-Aug-2009 08:29
Send private message

Buttonmash: After talking with Tanja at Vodafone and with a 2 month account credit incoming as a goodwill gesture I'm going to give them the benefit of the doubt for now.

Although if one more thing goes wrong this month...

:)

I was with Vodafone for over 10 years: for the last 3-4 years, my monthly spend averaged $570: in addition, I also signed up my daughter and wife, so as a family we were spending close to a grand with Vodafone a month. After being jerked around by Vodafone over depleting data plans not used by me, wife, or daughter, lengthy waits on customer service calls, billing screw-ups...XT could not come soon enough for me. I've now been with XT since June, and have had no problems at all with either network, hardware, or support.
Good luck. From my experience, you'r only delaying the inevitable. Having knowledgeable support staff in NZ makes a huge difference, imo.

Create new topic



Twitter »

Follow us to receive Twitter updates when new discussions are posted in our forums:



Follow us to receive Twitter updates when news items and blogs are posted in our frontpage:



Follow us to receive Twitter updates when tech item prices are listed in our price comparison site:





News »

NZ and France seek to end use of social media for acts of terrorism
Posted 24-Apr-2019 12:13


Intel introduces the 9th Gen Intel Core mobile processors
Posted 24-Apr-2019 12:03


Spark partners with OPPO to bring new AX5s smartphone to New Zealand
Posted 24-Apr-2019 09:54


Orcon announces new always-on internet service for Small Business
Posted 18-Apr-2019 10:19


Spark Sport prices for Rugby World Cup 2019 announced
Posted 16-Apr-2019 07:58


2degrees launches new unlimited mobile plan
Posted 15-Apr-2019 09:35


Redgate brings together major industry speakers for SQL in the City Summits
Posted 13-Apr-2019 12:35


Exported honey authenticated on Blockchain
Posted 10-Apr-2019 21:19


HPE and Nutanix partner to deliver hybrid cloud as a service
Posted 10-Apr-2019 21:12


Southern Cross and ASN sign contract for Southern Cross NEXT
Posted 10-Apr-2019 21:09


Data security top New Zealand consumer priority when choosing a bank
Posted 10-Apr-2019 21:07


Samsung announces first 8K screens to hit New Zealand
Posted 10-Apr-2019 21:03


New cyber-protection and insurance product for businesses launched in APAC
Posted 10-Apr-2019 20:59


Kiwis ensure streaming is never interrupted by opting for uncapped broadband plans
Posted 7-Apr-2019 09:05


DHL Express introduces new MyDHL+ online portal to make shipping easier
Posted 7-Apr-2019 08:51



Geekzone Live »

Try automatic live updates from Geekzone directly in your browser, without refreshing the page, with Geekzone Live now.


Support Geekzone »

Our community of supporters help make Geekzone possible. Click the button below to join them.

Support Geezone on PressPatron



Are you subscribed to our RSS feed? You can download the latest headlines and summaries from our stories directly to your computer or smartphone by using a feed reader.

Alternatively, you can receive a daily email with Geekzone updates.