Vodafone's Customer Service - Virtually Non existent.

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#60598 12-Feb-2007 23:38

Ialso had my "pre active" unused simcard cancelled, The standard terms and conditions and 365 days topup only applied after it was "activated" and it never was.

I got a (smaller sum than Jasons) settlement offer from them after threatening to take them to the cleaners.

The number was 021 1666333 which they obviously "absorbed" internally. It was reactivated and was in use two days after mine went "off air" two friends had the next decades in series which made it very annoying.

1 year on from that.. The replacement SIM I bought (boring number) was deactivated, even though it was in current, regular use.

I also discovered that while I could not make any outbound calls, SMS, MMS, and all GPRS data and incoming calls was still working, and stayed working, unlimited =) I decided to accept the bonus free usage, 9 months later, it became live again and billing resumed (Siebel was introduced)

paradoxsm

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#60599 12-Feb-2007 23:43

Or maybe I should just hack out the actual content links, since it's so difficult for Vodafone to provide the service...... Gee that's tempting. .......I better shut up now.

rscole86

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#60601 12-Feb-2007 23:55

To help clear things up in previous posts, is someone able to provide a list of 3g branded devices ie. the devices that vodafone as will work with all of thier services, as well as the 3g capable devices, which will work with some but not all services?

I found an online store that lists some of them, but it doesnt tell me why, and its not all the mobiles that are available on vodafone.

The only imate listed on this site as being compatible is the JASJAR.

Ive always had great service from vodafone, which is why i have got the family to change to them.

paradoxsm

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#60604 13-Feb-2007 00:05

The Fullmusic downloads, and live video and audio streams are only available on CERTAIN devices* while connected to the high speed UMTS "3G" network.

* includes all local-market UMTS 3G handets sold by official Vodafone Retail and authorised dealers. (Vodafone, First mobile, Digital Mobile, DS Wireless) with the exception of the "Windows mobile" devices and the Blackberry range due to the inability to customise the browser (PIE) and the incapability for secure music downloads and playback!

I think this is correct, Please let me know if I have missed something!

freitasm

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#60619 13-Feb-2007 08:16

johnr: Is your imate branded " Vodafone "? Does the Specs from imate advise the phone supports WAP?

Stirring, but yes the Windows Mobile supports WAP. It is Vodafone that does not support Windows Mobile fully.

AS if all 3G device play or not some content, folks, it's not Vodafone fault that certain devices do not conform to its guidelines or apply the company's strict rules for digital rights management.

thatguy1

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#60622 13-Feb-2007 08:38

Quite right, its not vodafone's fault that particular devices dont conform or work.

But i bring it back to might original point, Vodafone are missleading customers, if you are joe public vodafone's site says "all you need is a 3G device", Yet we all know this is not true, but Vodafone still advertise as "only needing a 3g device". Customer services dont know any better and when i challenged them all they said sorry it should work not to sure why it isnt.

Again back to my first post, vodafone's customer services not being at the same standard it was a few years ago.
They have hired monkeys to answer the phone and probably pay them peanuts as well.

freitasm

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#60626 13-Feb-2007 09:29

I am not fond of defending this or that mobile operator, they all have flaws (customer services and coverage being their biggest problems) but I have to comment on this...

First, the way the things work these days (may change in the future!), Joe Public is not buying a $1300 handset without investigating features in depth first. It's a lot of money. Joe Public will go for the $399 handset that does not need a $1000 PC to synchronise, thus making the whole thing cheaper and easier.

Also, Joe Public won't look for this information on the Internet as much as ask in store about this or that model. And the store folks will simply say "this won't work with this service or that service". They know they are in for trouble if they mislead.

I think the whole debate about a single line "all you need is a 3G device" is a bit over the top.

My $0.02 worth.

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thatguy1

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#60636 13-Feb-2007 10:22

What a bunch of sad guy's!

I did my research, VODAFONE.CO.NZ said all i need is a "3G device", I BOUGHT A DAMN 3G DEVICE, the website and customer services say "IT WILL WORK". WHAT MORE CAN JOE PUBLIC DO,

Again my point, vodafone DONT train there call centre staff and MISLEAD the public VIA VODAFONE.CO.NZ and there contact centre. As we have already discovered.

This to me is very black and white and i fail to see how people in this forum fail to understand this

freitasm

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#60638 13-Feb-2007 10:25

thatguy1:
What a bunch of sad guy's!

This is strike one. No personal offences. Another one and you are out. And you call the Admin a sad guy? ROFL.

I did my research, VODAFONE.CO.NZ said all i need is a "3G device", I BOUGHT A DAMN 3G DEVICE, the website and customer services say "IT WILL WORK". WHAT MORE CAN JOE PUBLIC DO,

Again my point, vodafone DONT train there call centre staff and MISLEAD the public VIA VODAFONE.CO.NZ and there contact centre. As we have already discovered.

This to me is very black and white and i fail to see how people in this forum fail to understand this

It's called COMMON SENSE (since you like to use capitals I go bold). Investigate. There's no "fail to understand this". If you read other posts around here you will see most of the people giving advice here are very knowledgeable in the ways of cellular. Instead of making these silly criticisms you could just have asked opinions. If people disagree, well, too bad. But no personal or silly comments.

The only question remaining to clear up this situation is "Did you explicitly asked the store person about Vodafone live! on a Pocket PC when buying the device?".

If you didn't, sorry, it's your fault.

CrispinMullins

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#60645 13-Feb-2007 10:49

freitasm: If you didn't, sorry, it's your fault.

I am sure that the Consumers' Institute and the Commerce Commission would disagree, and encourage thatguy1 to take the time to formally contact both with a view to receiving either a refund or a device that *is* suitable for whatever purpose it was advertised for.

Mauricio, since when was speaking to a Vodafone salesman to confirm each and every claim presented in advertisements the only way to protect yourself against false advertising? It may be common sense, but it is not the law.

I'd say it's highly likely that this is a case of Vodafone's own marketing department getting confused by their own buzzwords and is probably entirely innocuous, but that doesn't mean that it shouldn't be corrected immediately. There is a 3G logo printed across the image of the device on Vodafone's site. Elsewhere on the site and in external advertising, the claim is made that "All you need to watch Sky TV is a 3G phone." These statements obviously conflict; one of them must be changed.

Warm regards
C.Mullins

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#60647 13-Feb-2007 10:53

I wouldn't trust anyone over a phone call for buying a $1200 device. I would go and ask, and since there are some devices in store I would ask to test before buying...

That's my point.

I agree that if he feels mislead then he should claim just so under the CGA. But I disagree with the principle on how things were done.

freitasm

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#60654 13-Feb-2007 11:11

Alhough, I have to agree, Vodafone's call centre should have knowledge of which devices work or not with their services...

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#60655 13-Feb-2007 11:40

CrispinMullins:

I'd say it's highly likely that this is a case of Vodafone's own marketing department getting confused by their own buzzwords and is probably entirely innocuous, but that doesn't mean that it shouldn't be corrected immediately. There is a 3G logo printed across the image of the device on Vodafone's site. Elsewhere on the site and in external advertising, the claim is made that "All you need to watch Sky TV is a 3G phone." These statements obviously conflict; one of them must be changed.

Warm regards
C.Mullins

I don't necessarily agree. The issue here is services that are available through Vodafone Live! not services available on the Vodafone Network. Mobile TV is a Vodafone Live! service not a 3G service. There are numerous references on the Vodafone site of the inability of handsets to access Live! services and that only approved devices (ie those with Vodafone firmware) will be able to access Live! services.

CrispinMullins

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#60657 13-Feb-2007 12:05

sbiddle: The issue here is services that are available through Vodafone Live! not services available on the Vodafone Network. There are numerous references on the Vodafone site of the inability of handsets to access Live! services and that only approved devices (ie those with Vodafone firmware) will be able to access Live! services.

No, the issue is that Vodafone is not making a clear enough representation of the facts in its advertisements of its Sky Mobile TV service, leading to at least one instance of a customer purchasing hardware in good faith before finding that it is not fit to perform the service for which it was advertised. Let me quote Vodafone's Sky Mobile TV page:

To watch Sky Mobile TV, all you need is a Vodafone 3G mobile and you'll be able to subscribe. You'll need to have 3G coverage. To find out where we have 3G coverage, click here.

This information is quite clearly incorrect and should be changed to read:

To watch Sky Mobile TV, all you need is a Vodafone 3G mobile that is capable of accessing Vodafone Live! For a list of 3G mobiles that can access Vodafone Live!, click here. You'll also need to have 3G coverage. To find out where we have 3G coverage, click here.

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#60659 13-Feb-2007 12:25

But further down the page it says this

How do I get it?
To subscribe simply press the Vodafone live! button on your 3G Vodafone mobile and select SKY Mobile TV from the main menu.

This should be rather obvious to anybody looking into the service.

Vodafone's website is absolutely appalling and an absolute disgrace to the company however we all know that so just put up with it. I'm almost tempted to do another blog post myself as there are a huge number of inconsistancies creeping into it again. Last time I did a blog post they were magically fixed within a matter of hours! :-)

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