Has anyone else been caught out by Vodafone's 'free' 4G?

Forums › One NZ (including Farmside) › Has anyone else been caught out by Vodafone's 'free' 4G?

kezzanz

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#142874 27-Mar-2014 12:16

When Vodafone announced that 4G was now going to be free, they did so with a press release that said

“Vodafone today announces free 4G on all current On Account and SIM only plans, and increases in monthly data allowances across On Account and SIM Only packages for new and existing customers – at no extra cost”

(full release here http://www.vodafone.co.nz/press-release/vodafone-offers-free-4g-and-loads-of-data)

My interpretation of this was all customers currently on an On Account plan would receive 4G for free. When I challenged Vodafone as to why I was still being charged they advised me that it is only free on those which they currently sell, I signed up to my plan a year and a half ago and it was no longer sold, so it was no longer current. Regardless that my account is still 'current'. That is what they intended to convey with the sentence quoted above. I feel that the language is ambiguous and easily misunderstood, and as a result, I as the average consumer would reasonably expect my 4G to now be free. My questions for ya’ll are.

On first reading do you also take the same understanding from the sentence as me?
Am I covered by a specific section of the CGA for this?

Cheers ya'll

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ubergeeknz

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#1013803 27-Mar-2014 12:18

This sounds more like Fair Trading Act territory, where they are misrepresenting the product. I'd say you have a case under the FTA to get them to improve the wording and give customers a refund to date, at the least.

kezzanz

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#1013858 27-Mar-2014 13:30

TimA:
dacraka: Does Vodafone agree that the wording could have been a little bit clearer though?

Its clear as day. Please advise further if you believe current means something other than plans we currently offer.

Its clear as day if you know what they wanted to convey. I think from the perspective of the average consumer its not clear at all. It is assumed we understand that by current VF means the plans currently sold, not people with current on account plans. 'I am currently an on account customer with Vodafone, therefore I have a current on account plan' - I think that is a logical interpretation.

Current means: belonging to the present time; happening or being used or done now

My account is on account and is being used now, its current. Thats my whole point. Its very ambiguous that you mean plans you currently SELL

networkn

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#1013919 27-Mar-2014 15:15

Wow I misread it as well, I called up and said to my CSR the day it was announced, it was supposedly free, she enabled it and I have been being charged $10 a month for 4G (Which I only noticed now). I'll be calling to remove it, it's a nice to have, but I'll wait till my plan expires and then whatever I replace it with will have 4G included I presume.

I do think it could have been made clearer myself. I think those customers on contracts SHOULD be included, because it shouldn't' really be that current contracts can be grandfathered.

ajobbins

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#1013925 27-Mar-2014 15:27

The average consumer is not going to know the difference between a 'current' plan, and recent plans that are still common due to term contracts and the concept of 'grandfathering' plans is industry speak you cannot expect the average consumer to know.

To us geeks, especially ones in and around the industry it may seem more obvious, but your average consumer is likely to be deceived by this. A plan that they are 'currently' on is a perfectly reasonable understanding of what a current plan means.

It is very easily interpreted as a 'Oh good, I don't have to change to a different plan to get the free 4G, my CURRENT plan is already included'. Adding to this confusion is that there have been many plans in the marketplace in recent years that are the same or similarly named. You can actually be on a 'grandfathered' plan that is actually called the same thing as a 'current' plan now.

This is one of the several reasons I do not sign up to term contacts. Plans are constantly changing, and the pitiful handset discounts you get these days don't justify the lock in, especially as the value is often eroded over time as "current" offerings improve.

Twitter: ajobbins

Beccara

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#1013972 27-Mar-2014 16:38

Son of a b$^. I'm on business smart data, Saw the release and got 4g turned on. Being charged $10/mth since for it

Most problems are the result of previous solutions...

All comment's I make are my own personal opinion and do not in any way, shape or form reflect the views of current or former employers unless specifically stated

kezzanz

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#1013977 27-Mar-2014 16:47

Yeah I think im going to go to the commerce commission based on the responses in this thread. Enough people clearly were confused by it and have been paying $10 unwittingly.

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kezzanz

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#1014361 28-Mar-2014 09:26

Its with the Comcom now anyway. I lodged a complaint last night.

kezzanz

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#1014930 29-Mar-2014 00:38

richms:
NonprayingMantis:

What about if he added 4G when it was a $10 charge, then when Vf announced it was free on all current plans in response to telecom, he thought 'sweet, free on my plan'. Then later found he was getting billed the $10 even though the advertising suggested it should be free.

No as they had an agreement for $10 a month. I dont expect my cap to go up just because all the new plans have a higher cap etc. Dont expect any change to the plan unless it is advised etc. Like that BS 2% thing I have not actually been advised about from the other thread which is why I am making many many small internet banking payments instead.

Well thats the thing mate, I added when it was $10, knowing I would pay $10 because VF had brought it first to market and I was willing to pay a premium for it. I assumed when Telecom brought it would it out the competition would drive down prices. Which is exactly what happened. However VF's language was midleading and had i known I was paying $10 when people on a $19 pre paid plan were getting it for free I would have canned it.

Anyway, I raised this with VF in writing (instead of over the phone). On the phone they all said no, I was wrong and I had reached the highest escalation point. Subsequently I raised my point via email and advised them that i had received legal advice regarding the FTA and then all of a sudden there was a change of tune. I received a call today advising me that all my 4G charges would be credited back ($120) and I would now receive 4G for free. They also agreed that my interpretation was valid, however they would not tell me what would happen for other consumers impacted by this. Following this I have been in contact with the comcom because this isnt something every consumer should have to fight to have made right.

I will keep yall appraised with the comcom discussions.