Frustrating Experience when switching from Spark to VF

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kiwiandy

160 posts

Master Geek

#1280166 10-Apr-2015 08:34

johnr:
kiwiandy:
VodafoneDylan: Hi KiwiAndy

Sara has emailed you a breakdown of the details.

Cheers

Dylan

Hi Dylan
I did get an email from Sara in which she gave me an elaboration on what the charges were.
It seems there are some "hidden charges" ie HD ticket and skywatch magazine.. that I was not aware of when I signed up... I thought the advertised $48 a month was it...
Although she claims that everything is correct I did notice that I didnt get a credit for free sky movies so it is still incorrect.

I think it would be better for vodafone to send an email giving a breakdown of all monthly charges when signing up.
I was expecting it to be Braodband $89, + Home phone $10, + Sky $48 + any call costs, not + + + for other hidden charges that are not stated clearly on the website.
Cheers
Andy

Please reply to the email from Sara

Thanks

I replied immediately last night!

kiwiandy

160 posts

Master Geek

#1280175 10-Apr-2015 08:44

So...the saga continues!
As I mentioned I also signed up for a mobile as well, but for some reason Vodafone cannot combine them onto one bill!

So I get an email from VF with my Bill.
I want to login to the My Vodafone website to check some details on my plan...
I already have setup a My Vodafone for use with my landline & Broadband, however they require a different sign in for Mobile!

so I enter my email address and password etc to apply for a web services account, and it tells me that my email address is already in use!.. well yes it is for my Broadband account, and presumably they have it somewhere on their system because thats how they email my bill to me..
So I enter my details for "Forgotten password" and get an error message stating ** Sorry you don't appear to be registered for Vodafone web services. You can register now or call Customer Services on 777 for assistance.... but I already tried to register now, and it doesnt accept my email address...

I feel like giving up with this company..

johnr

19282 posts

Uber Geek
Inactive user

#1280221 10-Apr-2015 09:24

We don't offer single sign on yet for mobile / fixed line as they are 2 different platforms for now but work is happening in the back ground (huge project) Vodafone know customers want and it is coming

To login to fixed line on the website you use your user name / password you selcted and mobile you can use your email address or mobile number

John

mattbush

784 posts

Ultimate Geek
Inactive user

#1280231 10-Apr-2015 09:30

Vodafone love being "easy to deal with" and providing an enjoyable experience to its customers.

kiwiandy

160 posts

Master Geek

#1280233 10-Apr-2015 09:32

johnr:

To login to fixed line on the website you use your user name / password you selcted and mobile you can use your email address or mobile number

John

You obviously didnt read/understand my post.
I can login on the Fixed line website ok.

the Mobile website doesnt accept my email address when I try to sign up for a new account as it says it is already registered.
When I ask it to send a new password it says i am not registered.

kiwifidget

"Cookie"
3425 posts

Uber Geek

Lifetime subscriber

#1280234 10-Apr-2015 09:32

Vodafone bricks and bouquets.

I've just joined Vodafone myself (my mobile was already with them), and yes I was aware of their customer service woes, but the combined SkyTV deal (I've selected free Sports for 12 months) was too good to pass up. Imagine my surprise when within 24 hours of asking VF (just over the phone mind, no forms filled out or contracts signed) to takeover my homeline from Spark, and my internet from ICONZ, and my SkyTV from well SkyTV, it was all done.

The switchover was mostly seamless, I was without internet for most of the day which was unexpected. They emailed me my new PPPoA details as I wanted to keep my router. The logistics of receiving email without an internet connection did seem a bit lost on the support people. But I was able to talk to them in an acceptable time frame and they even rang me back later in the day to check if everything was sorted, which it was.

This all happened right at the end of March, and I've just received my first bill. While I haven't scrutinised it in detail it seems normal. What is bugging me most right now is that I would like to Direct Debit my credit card which is how I pay my mobile bill. But I noticed when I went to set it up that there is a 2% "convenience charge" for paying by credit card, which I dont get charged for my mobile. The inconsistency rankles me.

But overall, though my expectations were low, they have been well and truly exceeded, to this point.
I score Vodafone an 8 out of 10.

Delete cookies?! Are you insane?!

kiwifidget

"Cookie"
3425 posts

Uber Geek

Lifetime subscriber

#1280248 10-Apr-2015 09:37

johnr: We don't offer single sign on yet for mobile / fixed line as they are 2 different platforms for now but work is happening in the back ground (huge project) Vodafone know customers want and it is coming

John

I must be one of the few who prefer the status quo. My mobile is "mine" and I've had it since forever, but internet+homephone+Sky is "us", and I would like to keep them as separate entities. Will this be possible in the future?

Delete cookies?! Are you insane?!

Sharesies

Trade NZ and US shares and funds with Sharesies (affiliate link).

johnr

19282 posts

Uber Geek
Inactive user

#1280249 10-Apr-2015 09:38

kiwiandy:
johnr:

To login to fixed line on the website you use your user name / password you selcted and mobile you can use your email address or mobile number

John

You obviously didnt read/understand my post.
I can login on the Fixed line website ok.

the Mobile website doesnt accept my email address when I try to sign up for a new account as it says it is already registered.
When I ask it to send a new password it says i am not registered.

reply to my DM here on Geekzone with the email address you are trying to register with

johnr

19282 posts

Uber Geek
Inactive user

#1280260 10-Apr-2015 09:49

@kiwiandy you should be able to register now, I have removed the part registration of your email address from 2014

John

kiwiandy

160 posts

Master Geek

#1280274 10-Apr-2015 10:07

johnr: @kiwiandy you should be able to register now, I have removed the part registration of your email address from 2014

John

Thanks that is sorted now.
I didnt hear back from Sara yet about my fixed line bill..

johnr

19282 posts

Uber Geek
Inactive user

#1280299 10-Apr-2015 10:26

kiwiandy:
johnr: @kiwiandy you should be able to register now, I have removed the part registration of your email address from 2014

John

Thanks that is sorted now.
I didnt hear back from Sara yet about my fixed line bill..

She works afternoons this week

Jaxar

383 posts

Ultimate Geek

#1280313 10-Apr-2015 10:38

kiwifidget:
johnr: We don't offer single sign on yet for mobile / fixed line as they are 2 different platforms for now but work is happening in the back ground (huge project) Vodafone know customers want and it is coming

John

I must be one of the few who prefer the status quo. My mobile is "mine" and I've had it since forever, but internet+homephone+Sky is "us", and I would like to keep them as separate entities. Will this be possible in the future?

While I don't know for certain I would say that this option is a safe bet. Yours is not an unusual situation.

Please note: I have a professional bias towards Vodafone.

dylanp

840 posts

Ultimate Geek

Trusted

#1280319 10-Apr-2015 10:42

kiwifidget: ...I would like to Direct Debit my credit card which is how I pay my mobile bill. But I noticed when I went to set it up that there is a 2% "convenience charge" for paying by credit card, which I dont get charged for my mobile. The inconsistency rankles me.

Good to hear your sign up went well. :)

The credit card situation is the same between mobile and fixed line. That is, there is a 2% charge for one off payments, but not for routine payments where you have the credit card details saved to the account to be automatically billed monthly.

There's more details and a better explanation on our site here
http://help.vodafone.co.nz/app/answers/detail/a_id/21331/~/what-is-the-convenience-credit-or-debit-card-fee%3F

kiwifidget

"Cookie"
3425 posts

Uber Geek

Lifetime subscriber

#1280401 10-Apr-2015 12:35

VodafoneDylan:
kiwifidget: ...I would like to Direct Debit my credit card which is how I pay my mobile bill. But I noticed when I went to set it up that there is a 2% "convenience charge" for paying by credit card, which I dont get charged for my mobile. The inconsistency rankles me.

Good to hear your sign up went well. :)

The credit card situation is the same between mobile and fixed line. That is, there is a 2% charge for one off payments, but not for routine payments where you have the credit card details saved to the account to be automatically billed monthly.

There's more details and a better explanation on our site here
http://help.vodafone.co.nz/app/answers/detail/a_id/21331/~/what-is-the-convenience-credit-or-debit-card-fee%3F

Thanks for that explanation. That information is not obvious on the setup page for credit cards.

Delete cookies?! Are you insane?!

kiwiandy

160 posts

Master Geek

#1280537 10-Apr-2015 15:03

johnr:
kiwiandy:
johnr: @kiwiandy you should be able to register now, I have removed the part registration of your email address from 2014

John

Thanks that is sorted now.
I didnt hear back from Sara yet about my fixed line bill..

She works afternoons this week

John Thanks for helping with this.
I just heard back from Sara, my invoice has decreased from $307.67 down to $266.17... much more like what I was expecting. Just a pity it took so much bandwidth and peoples time for you guys to get a simple invoice right.
The upside is that this time I didnt spend 30 - 40 minutes each time for the 2 -3 calls Im sure it would have taken to get this sorted, if you guys didnt get involved!

You guys really want to look at that!

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