Leaving Vodafone: top up system down and they want me to pay to report it!

Forums › One New Zealand (including Vodafone, WxC, Farmside) › Leaving Vodafone: top up system down and they want me to pay to report it!

benatwelly

2 posts

Wannabe Geek

#37966 22-Jul-2009 12:43

It's a basic tenet of commerce that you don't have to pay to speak to your suppliers when they break the contract.

This morning I tried to add credit to my Vodafone pre-pay account and I got no response from Vodafone. So I waited and tried again a bit later. Still no response. Then I rang the number on the top-up voucher and tried to speak to someone about the problem. The automated voice said that I can't speak to an operator because I don't have any credit.

I KNOW I don't have any credit. That's why I need to top-up which is why I need your operator's help. They said I can request an IOU and then I can speak to the operator. Then it hit me...

They want me to PAY to claim MY RIGHTS under the Consumer Guarantees Act.

I have the right to ask my serice provider to resolve a fault with the service. I don't have to pay to exercise that right.

If what Vodafone are doing is legal then the law is wrong.

This big FU from Vodafone is going to get an equal and oppsoite response from me. Can anyone recommend a good GSM provider?

Ben

freitasm

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#237832 22-Jul-2009 12:58

Vodafone operates a GSM (2G) and WCDMA (3G) network. 2Degrees is the only other GSM provider in New Zealand, but they don't launch until August. Telecom New Zealand offers a WCDMA (3G) service with XT Network.

Up to you now.

MikeGayner

183 posts

Master Geek
Inactive user

#237833 22-Jul-2009 12:59

I don't think I've phoned Vodafone to top up since 2001. Why not top up online or at an ATM?

freitasm

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#237834 22-Jul-2009 12:59

Also, have you tried calling 0800 800 021?

benatwelly

2 posts

Wannabe Geek

#237907 22-Jul-2009 15:25

I went back to the dairy and they gave me that number (0800 800 021) and I was able to add the credit.

I resent not being able to get this workaround from customer service though and not being able to report the system fault.

MikeGayner: I didn't know about topping up at an ATM; that's good to know for next time. Online hasn't worked in the past because I don't have a credit card. Just got my spanking new debit card so that's now an option if I'm near a computer when I run out.

I've got a 3G/3.5G phone so I could switch to Telecom. I want to sign up for a plan rather than prepay and I think I can hold on until August. Even if 2degrees aren't a good deal, the additional competition might cause everyone to low their prices.

Revenge, after all, is best served cold. Vodafone better enjoy the last few dollars it's ever gonna get from me because I'd happily pay a premium to put the bastards behind me.

Thanks for all your helps,

Ben

caldazar

459 posts

Ultimate Geek

#237942 22-Jul-2009 16:12

Yeah, it is pretty poor really.

Had a friend buy a prepay card earlier this year. Packaging advertised it came with $5 credit. They put it in the phone and there was no credit. They tried topping it up and system was down. Tried IOU - wouldn't work. No one to call to talk to and try get their new connection working. They found it impossible to call the helpdesk with no credit.

I think they ended up throwing the sim in the trash eventually.

itxtme

2102 posts

Uber Geek

#237944 22-Jul-2009 16:14

You can use your debit card via 777 to topup also..

Phone isnt the only port of communication, hence why it is not illegal

MikeGayner

183 posts

Master Geek
Inactive user

#238027 22-Jul-2009 19:15

benatwelly - I like customers like you, you've actually got the balls to pick up and leave when the customer service is inexcusably bad. Good on you.

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thinhvy

136 posts

Master Geek

#238043 22-Jul-2009 19:54

$1 for help...lol...if the population of NewZealand all join Vodafone and they all call 777 for help = Vodafone earn around $4million...Good business:)

tardtasticx

3075 posts

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#238044 22-Jul-2009 19:58

thinhvy: $1 for help...lol...if the population of NewZealand all join Vodafone and they all call 777 for help = Vodafone earn around $4million...Good business:)

That means they have earnt millions by now, the amount of times I have had to call them...

I remember once when vodafones servers were down and we couldnt top up. My friend brought a top up at the dairy, txt the number in and threw the docket in the bin, we walked back to my house only to get a txt about 20 mins later saying the top up was unsucessful. [FAIL] So we walked back and had to go through the rubish bin which was one of the most shaming thing I've ever done... We found it and kept it untill servers were back. Lucky the council didnt decide to empty the bins that day. :S