Hi guys,

I have just been fighting with a few layers of Vodafone "customer service" about their new advertised 80G and Unlimited Cable plan:
http://www.vodafone.co.nz/broadband/high-speed-cable/

The two plans are identical on their web site apart from the data limit and are $20 different.

I am an existing customer but wanted the few extra GBs.

Their CS was happy to sign me up until the last moment when they casually slipped in that the HD box (formally T-box) is an extra $15 p/m. Ive had a T-box for year for free, and its ok, but do not really want to start paying for it now.

It states pretty clearly in their Whats Included section that:
"Score the 300GB Vodafone TV Digital Recorder for free every month when you sign up to a 80GB or Unlimited data broadband pack."

They agreed thats what it said but did not have authority to honour or make any changes So they escalated me to the complaints team, who were not able to honor the claims on their site or had authorisation. Then escalated to the customer retention team where a young tried to explain to me the benefits of broad band, but again had no authorisation to change anything.

Now bear in mind that the $15 p/m is actually waived if you take the Unlimited plan!! But it doesnt say that does it. Or even mention $15 anywhere on that page.

The only thing they could offer me was that the $99 install would be waived.

Well again on that same web page that costs $249.... and its already waived:
"FREE standard broadband connection and wiring (normally $248) on a 12 month term."

I cant stand that these companies have such limited customer retention policies. They will move heaven and earth to get you to sign up but (less than) nothing to keep you.

Luckily Telecom was at my door a week ago telling me that UFB had just been rolled out in my area.

Time to change?