My Leaving Vodafone Experience

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1202 posts

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#232389 8-Jul-2009 12:55

bazzer:I hope you have a record of your 10 months of complaints and their inaction? Otherwise the question might be raised about why you waited 10 months to leave and only left when a better alternative came about. I'm sure they don't guarantee 3G speeds and it wouldn't have taken 10 months to discover you couldn't make calls at home. Did they keep promising to fix it but never did?

I have a lot of my complaints documented, I started having faults and logging calls as soon as I moved to 3G with my new iPhone 3G from Vodafone with Call Failures happening 5 times a day, and things never improved.

My comparison is if the power company signed me up to a 2 year contract and I they couldn't get power to my house then how can they keep billing me for a service they arn't delivering? Happy to pay for power, if you can deliver it.

Anyways, I ran up the special Vodafone NZ termination centre and talked to a gentleman there for around half a hour and the gist of the story is that they were willing to give me compensation for lack of coverage, no broadband speeds etc IF I had talked to them before I left to XT. They are not willing to talk about it now I'm not a customer.

I said I would be happy to come back if they could fix my problems, the only guarentee he could give was that if I went to a retail store, signed up again, then the local store would track my coverage issues and work with me to monitor them, then something may be done to resolve them or give a credit etc then. I gave them a chance to put it right.

Off to file the paper work at the Tribunal today

Tyler - Parnell Geek - iPhone 3G - Lenovo X301 - Kaseya - Great Western Steak House, these are some of my favourite things.

Balchy

484 posts

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#232392 8-Jul-2009 13:08

Good luck, you will find that the t's and c's dont garuntee coverage (probably) And as you have used the phone, where and when you have had service, you have accepted that as reasonable during that preiod of time.

Disputes tribunals work on burden of proof, and im afraid the burden of proof is on vodafones side on this one.

Don't waste your time. Chalk it up to experience and get over it

For billions of years since the outset of time, every single one of your ancestors survived, every single person on your Mum and Dads side, successfully looked after and passed onto you life. What are the chances of that like?

Balchy

484 posts

Ultimate Geek

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#232406 8-Jul-2009 13:16

Excerpt from t's and c's:

While we will do our best to provide quality Services, because of the
nature of mobile telecommunications, it is impossible to provide a
fault-free service and the quality and coverage of the Services depends
partly on your Mobile Device, partly on our network and partly on other
providers and telecommunications networks to which our network is
connected or connects.
(b) Coverage and Services can be adversely affected by radio interference,
atmospheric conditions, geographic factors, network congestion,
maintenance, outages on other networks and provider sites, the
confi guration or limitations of your, or your intended recipient?s, Mobile
Device or other operational or technical diffi culties which means that
you may not receive some or all of the Services in certain areas or at
certain times.
(c) Coverage and Services can also change with network expansion or
reconfi guration.

That pretty much will shoot you in the foot dude

dickytim

2514 posts

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Inactive user

#232430 8-Jul-2009 13:56

Balchy: Good luck, you will find that the t's and c's dont garuntee coverage (probably) And as you have used the phone, where and when you have had service, you have accepted that as reasonable during that preiod of time.

Disputes tribunals work on burden of proof, and im afraid the burden of proof is on vodafones side on this one.

Don't waste your time. Chalk it up to experience and get over it

I disagree, go for it, take it as far as you can/ want to.

I would however be trying to go to mediation first, this will usually solve this sort of issue because instead of speaking to some pleb you end up dealing with someone who wants to keep the issues out of the media, then threaten to go to Fairgo that fails, then go to the tribunal.

Aaroona

3196 posts

Uber Geek

#232442 8-Jul-2009 14:08

dickytim:
Balchy: Good luck, you will find that the t's and c's dont garuntee coverage (probably) And as you have used the phone, where and when you have had service, you have accepted that as reasonable during that preiod of time.

Disputes tribunals work on burden of proof, and im afraid the burden of proof is on vodafones side on this one.

Don't waste your time. Chalk it up to experience and get over it

I disagree, go for it, take it as far as you can/ want to.

I would however be trying to go to mediation first, this will usually solve this sort of issue because instead of speaking to some pleb you end up dealing with someone who wants to keep the issues out of the media, then threaten to go to Fairgo that fails, then go to the tribunal.

exportgoldman

1202 posts

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#232646 8-Jul-2009 17:57

Balchy: Excerpt from t's and c's:

...While we will do our best to provide quality Services, because of the
nature of mobile telecommunications, it is impossible to provide a
fault-free service and the quality and coverage of the Services depends
partly on your Mobile Device, partly on our network and partly on other
providers and telecommunications networks to which our network is
connected or connects...

That pretty much will shoot you in the foot dude

I see you a T&C and up you a Happiness Guarantee - but again I don't qualify

http://www.vodafone.co.nz/mobile-broadband/happiness-guarantee.jsp

Anyways, Disputes Tribunal hearing set for 11th of August at 11:30AM in Auckland.

Not much more to really say until I get my day in court - we will see what the judge says :-)

Tyler - Parnell Geek - iPhone 3G - Lenovo X301 - Kaseya - Great Western Steak House, these are some of my favourite things.

ckwilliams

20 posts

Geek

#232703 8-Jul-2009 19:37

Is there anybody these days that takes responsibility for;

a)signing a contract
b)reading the terms and conditions BEFORE ticking the box
c)understanding that there is a period that someone can return the device if it is not suitable for their needs

Clearly it was working when the contract first started...or else the account wouldn't have been held for so long...just incredible.

You don't just take a contract out with ANY service provider, then half way through say I've had enough, jump ship and expect not to pay any consequences or fees I have agreed to if I cancel the account early.

Maybe I'm thinking too logically.

Lenovo

Shop now for Lenovo laptops and other devices (affiliate link).

exportgoldman

1202 posts

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#232708 8-Jul-2009 19:47

ckwilliams: Clearly it was working when the contract first started...or else the account wouldn't have been held for so long...just incredible.

Actually I have had problems since the beginning of my contract, I refer you to my previous posts

iPhone PXT and annoying customer service
Call Failure - Slowly Going Insane
3G Voice and Data outage over multiple days

Call me stupid for sticking it out so long...

Tyler - Parnell Geek - iPhone 3G - Lenovo X301 - Kaseya - Great Western Steak House, these are some of my favourite things.

ckwilliams

20 posts

Geek

#232727 8-Jul-2009 20:12

My apologies, what I actually thought you were going to say was that Vodafone had stopped offering coverage altogether or promised 100% coverage, or that Vodafone had told you that you will never be able to pxt from a pxt capable phone, or that calls were from now on always going to be slow or you would have to find another alternative method of contact i.e string attached to an iphone with a hollow end. Then, I would completely understand why you would take this to the DT.

Vodafone never stopped offering you a service. Yes, there were bumps along the way. Yes, there might have been interruptions to your services (covered in those good old T&Cs) and yes customer service had asked you to secure id yourself, but was it really that bad?

Do you change service providers for your power everytime there is a power cut? Do you contact the person that mans your hot water everytime you turn your water on and it's cold first?

Yeah sure, sometimes things aren't perfect-this I will accept. But there are far more ups than downs, especially with my experience being a VF consumer

Aaroona

3196 posts

Uber Geek

#232729 8-Jul-2009 20:15

ckwilliams: customer service had asked you to secure id yourself, but was it really that bad?

Yes, it really IS that bad.

They ask you twice!? I mean come on.

You type in your pin to identify yourself as a customer,

then you have to tell them all the information again when you get on the phone to someone

mobile number
pin number
Name
how may i help you.

come on!

ckwilliams

20 posts

Geek

#232733 8-Jul-2009 20:24

This is where personal opinions would set in. I would rather a company secure ID me 5 times, and check anything they have to-name, DOB, address, what socks I have on than get it wrong once and potentially breach my privacy.

Good on Vodafone for being thorough I say.

exportgoldman

1202 posts

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#232739 8-Jul-2009 20:41

ckwilliams: This is where personal opinions would set in. I would rather a company secure ID me 5 times, and check anything they have to-name, DOB, address, what socks I have on than get it wrong once and potentially breach my privacy.

Good on Vodafone for being thorough I say.

The thing which grates me about having to ID over and over, and VF asking for your mobile number after you key it into their automated system, is that it doesn't come through to the operators screen - i.e. yet another one of their systems is broken.

Try it, next time you call, put in your number in the automated system when it asks you to, then when the operator asks for your number, ask them why as you keyed it into their automated system. The response I usually get is that it has not showed up on their screen.

Last time I did it, the girl got annoyed but I said I was just letting them know that their systems were not working and perhaps she would mention it to someone and get it fixed. I got the feeling it was a normal occurence.

Security wise, I have no problems with ultra-secure-delux security. I do have fustrations with a forgetful, systems outage common provider. How's that secure?

Tyler - Parnell Geek - iPhone 3G - Lenovo X301 - Kaseya - Great Western Steak House, these are some of my favourite things.

Aaroona

3196 posts

Uber Geek

#232741 8-Jul-2009 20:44

Orginally, when they brought in that pin number thing, they used to be able to identify my phone number ( I dont have my caller ID blocked either, not that that matters) and they used to already have my pin number.

DanielNZ

31 posts

Geek

#232742 8-Jul-2009 20:44

I have never understood why you have to enter your pin before you get to speak to customer service and then as soon as you get thru they ask you to tell them your pin. I asked why once and got an email back saying they would review there procedures. That was 6 months ago and today when I called they still do it.

exportgoldman

1202 posts

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#232743 8-Jul-2009 20:45

ckwilliams: Vodafone never stopped offering you a service. Yes, there were bumps along the way. Yes, there might have been interruptions to your services (covered in those good old T&Cs) and yes customer service had asked you to secure id yourself, but was it really that bad?

I can't keep calls alive in my apartment in Parnell, neither can other people in my apartment building, TXT's fail to send etc.

Tyler - Parnell Geek - iPhone 3G - Lenovo X301 - Kaseya - Great Western Steak House, these are some of my favourite things.

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