Why can't Vodafone Get it right...... Always stuffing me up!!!

Forums › One New Zealand (including Vodafone, WxC, Farmside) › Why can't Vodafone Get it right...... Always stuffing me up!!!

leeboi

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#35143 4-Jun-2009 12:45

I was sick of Vodafone after 3 of my phones died within a year and they claimed they all had water damage and weren't under warrenty when i know for a fact they went no where near any moisture but this one has really made me want to move to the new XT network. I decided to get an iPhone and get phone insurance on it so that when this one craps out on me they have to replace it for a smaller fee than i usually end up paying. When i got signed up onto the iPhone plan I asked them to set up a best mate for me, they wrote down the number and checked it on their computer and then went off to set it all up. When they came back to me I assumed it was all correctly set up and used it as if it were. After 5 days i checked the balance on my phone and it was an additional $55 on top of my plan cost and the only person i had called or txted was my best mate!!!!

I WASNT HAPPY! I called up the vodafone help line and they informed me my best mate wasn't set up so they set it up for me and when i asked them to give me my txts and call time back that had been used on my best mate and take the additional costs off they said they couldn't!

THEY ARE EXPECTING ME TO PAY FOR THEIR CRAPPY MISTAKE! I'm angry and what makes it suck is that if i dont pay my vodafone bills thy will cut my phone off, so im left with a big bill......

GRRRR, has anyone else experienced problems like this with vodafone? I seem to get millions of them and are sick and tired of them........ Any advise on how to handle this sitch?

xpd

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#221565 4-Jun-2009 12:48

Go into the Vodafone forums and let them know - the staff who hang out in there seem to look into things a bit more than the general CSR staffers.
ive had a couple of issues resolved via their forums.

Gavin / xpd / FastRaccoon / Geek of Coastguard New Zealand

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johnr

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#221567 4-Jun-2009 12:51

PM me some details and I can take a look

John

johnr

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#221568 4-Jun-2009 12:53

leeboi: I was sick of Vodafone after 3 of my phones died within a year and they claimed they all had water damage and weren't under warrenty when i know for a fact they went no where near any moisture but this one has really made me want to move to the new XT network. I decided to get an iPhone and get phone insurance on it so that when this one craps out on me they have to replace it for a smaller fee than i usually end up paying. When i got signed up onto the iPhone plan I asked them to set up a best mate for me, they wrote down the number and checked it on their computer and then went off to set it all up. When they came back to me I assumed it was all correctly set up and used it as if it were. After 5 days i checked the balance on my phone and it was an additional $55 on top of my plan cost and the only person i had called or txted was my best mate!!!!??I WASNT HAPPY! I called up the vodafone help line and they informed me my best mate wasn't set up so they set it up for me and when i asked them to give me my txts and call time back that had been used on my best mate and take the additional costs off they said they couldn't!?

THEY ARE EXPECTING ME TO PAY FOR THEIR CRAPPY MISTAKE! I'm angry and what makes it suck is that if i dont pay my vodafone bills thy will cut my phone off, so im left with a big bill......

GRRRR, has anyone else experienced problems like this with vodafone? I seem to get millions of them and are sick and tired of them........ Any advise on how to handle this sitch?

Just to clear up a few things

Vodafone does not make the call if a handset has liquid damage its the mobile phone service agent

What store did you setup the connection at?

John

leeboi

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Wannabe Geek

#221582 4-Jun-2009 13:11

Cool thanks! Its much appreciated.....

I flicked you an email :)

Leigh

johnr

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#221645 4-Jun-2009 15:17

Hi Leigh

I have decided to post my response on the forum

You called the Vodafone call centre on 02/06/2009 12:40pm and spoke to a CSR about the bestmate issue.

Here are the notes copied from SIEBEL on your connection (nothing changed)

Auth.Status:Successful
Customer Name: leigh
> Products/ Services/ Retention > Voice & Messaging > Add-ons > Add-ons

" cst was getting charged for calling and txting his bm, adv. that it was not added said that they added it for him in the store, adv. will add for him right away and then when the bill is issued he can call back to reverse the charges. "

John

johnr

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#221649 4-Jun-2009 15:21

The CSR made it very clear when the invoice is printed the charges to your BM number will be refunded with no issues

John

leeboi

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#221874 5-Jun-2009 07:37

This may be the case that the charges charged for my best mate are going to be reversed however if I now txt others and call others it gets charged to my account, I don't have my free calls or 100 txts available for use when I should

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johnr

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#221876 5-Jun-2009 07:41

So your changing the story now?

John

marmel

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#221890 5-Jun-2009 08:32

How do you "moisture damage" three phones in a year?? There is no way three phones would all expire that rapidly without some sort of operator input. Maybe you should try keeping your phone in one of those waterproof bags.

You won't get much support either posting on here and misleading people about what vodafone told you. Best to tell the truth up front and other members will do their best to help you out, as John has done above athough in this case it appears vf had already agreed to sort it for you.

freitasm

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#221901 5-Jun-2009 09:05

johnr: So your changing the story now?

John

Correct if I am wrong, but I don't think he's changing the story... He wrote "I called up the vodafone help line and they informed me my best mate wasn't set up so they set it up for me and when i asked them to give me my txts and call time back that had been used on my best mate and take the additional costs off they said they couldn't!"

I understand that he wanted to have his allowance SMS and minutes back, since those we used up calling his bestmate, while bestmate wasn't setup correctly.

johnr

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#221905 5-Jun-2009 09:12

leeboi: take the additional costs off they said they couldn't!

THEY ARE EXPECTING ME TO PAY FOR THEIR CRAPPY MISTAKE!

Vodafone does not expect them to pay for a error made by a first mobile / digital mobile store

Did they mention this to the CSR

minutes SMS can be added back on very easily

John

leeboi

6 posts

Wannabe Geek

#221939 5-Jun-2009 10:30

The additional costs being the txts and calls I now make which I should be entitled to under my plan but I am unable to use due to them being used up on my best mate.

I'm not sure what a CSR is as I am new to this whole internet forum thing but I can say that I did mention it to the vodafone call centre about wanting my txts and minutes back and I haven't got them back. I believe it probably is easy for them to do but I would like it done so that I can actually use my phone in the way that I am paying for in my plan.

Oh and the thing about 3 phones in a year.... I honestly don't know how that happened, they were each very well looked after and I found out that two of them were known faults with them but Sony Ericsson claimed they were water damage and I'm not the only person they did this with, but I don't care about that any more because I now have phone insurance so its all good.

Leigh

leeboi

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Wannabe Geek

#221971 5-Jun-2009 12:57

I will re-write my case (which hasn't changed since my first post) just to make it clear exactly what I am saying.

My plan was stuffed up by the vodafone store not putting my best mate on. I spoke to the customer services rep at vodafone and they set up the best mate on for me as the store should have. They told me they could take off THOSE charges I had been wrongly charged when my bill comes out. HOWEVER when I asked for them to give me back my txts and free minutes that were used on my best mate the didn't give them back. I am now having to pay for txts and calls that should have been included in my plan but because of Vodafones stuff up I will end up having to pay for them as well as my plan!

This is no different than I said at the start and John your findings confirm what I am saying, they don't in any way make it seem as if I was misleading as it has been said, my story is unchanged and I am still left with a bill that I shouldn't have at the end of the month.

marmel

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#221999 5-Jun-2009 14:06

OK now you have made it a litle clearer. If vf have admitted that a mistake has been made (even if it wasn't a vf branded store) and are willing to reverse the charges when your account arrives then they should be able to give you your minutes/txts back. If they can't do this immediately then they should agree to reverse any further charges as a result of this.