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  Reply # 608096 12-Apr-2012 01:19
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Just a update on this thread that we are looking into, The roaming charges are not for mobile data but lots of long voice calls, Customer got the roaming welcome service SMS

John

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  Reply # 608109 12-Apr-2012 07:30
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johnr: Just a update on this thread that we are looking into, The roaming charges are not for mobile data but lots of long voice calls, Customer got the roaming welcome service SMS

John


Perhaps phones with spending thresholds should not be able to roam, until the roaming systems are capable of tracking real time balances. 



 

 
 
 
 


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  Reply # 608307 12-Apr-2012 15:31
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johnr: Just a update on this thread that we are looking into, The roaming charges are not for mobile data but lots of long voice calls, Customer got the roaming welcome service SMS

John


Oooh, careful there John.  Privacy Act considerations.




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  Reply # 608327 12-Apr-2012 15:53
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sleemanj:
johnr: Just a update on this thread that we are looking into, The roaming charges are not for mobile data but lots of long voice calls, Customer got the roaming welcome service SMS

John


Oooh, careful there John. ?Privacy Act considerations.


Can you identify the customers name / phone number / account number / address from my post?

John

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  Reply # 608580 13-Apr-2012 00:27
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johnr: Just a update on this thread that we are looking into, The roaming charges are not for mobile data but lots of long voice calls, Customer got the roaming welcome service SMS


Surely this customer would've noticed that they were making really long phone calls, and not thought "hey, that $150 limit is surely going far"

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  Reply # 609200 14-Apr-2012 10:18
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nate:
johnr: Just a update on this thread that we are looking into, The roaming charges are not for mobile data but lots of long voice calls, Customer got the roaming welcome service SMS


Surely this customer would've noticed that they were making really long phone calls, and not thought "hey, that $150 limit is surely going far"


Customer was spoken to directly when roaming charges reached $500 and roaming charges were advised to the customer again, Customer requested the $150 credit limit to be removed, Prior to this no payment history issues

Even after customer was called and spoken to directly many calls over 1 hour long while roaming in AU

John

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  Reply # 609206 14-Apr-2012 10:35
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Then please do not wipe any part of the roaming bill.

I get tired of people whining about expensive bills, then blaming everyone and everything but themself.




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  Reply # 609207 14-Apr-2012 10:38
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Good on Vodafone for calling the customer when the bill got a bit high. In that case, then the bill should be paid in full.

Where is personal responsibility these days?

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  Reply # 609209 14-Apr-2012 10:39
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I agree with corksta, always 2 sides to every story as we always find out. Maybe the Op wasn't aware of it.

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  Reply # 609220 14-Apr-2012 11:22
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johnr:
nate:
johnr: Just a update on this thread that we are looking into, The roaming charges are not for mobile data but lots of long voice calls, Customer got the roaming welcome service SMS


Surely this customer would've noticed that they were making really long phone calls, and not thought "hey, that $150 limit is surely going far"


Customer was spoken to directly when roaming charges reached $500 and roaming charges were advised to the customer again, Customer requested the $150 credit limit to be removed, Prior to this no payment history issues

Even after customer was called and spoken to directly many calls over 1 hour long while roaming in AU

John


Thats case closed then isn't it? If the customer was stupid enough to continue using the phone after being told directly his bill was up to $500 then it's all their fault! You see this issue all the time. People use all the cool features on their smart phone (or even normal cell) and assume it will all be the same in another country. DO THEY NOT READ THE TEXT YOU GET WHEN YOU GO ROAMING!??!! If I was Vodafone I would say you bought it on yourself and you are paying us $5000.

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  Reply # 609246 14-Apr-2012 12:47
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nate:
johnr: Just a update on this thread that we are looking into, The roaming charges are not for mobile data but lots of long voice calls, Customer got the roaming welcome service SMS


Surely this customer would've noticed that they were making really long phone calls, and not thought "hey, that $150 limit is surely going far"


Didn't the initial post say the guy had special needs, so perhaps he didn't understand what it all meant. I know someone in this category who wouldn't have a clue, but they probably wouldn't be allowed a phone anyway, or would be given a prepay phone so they couldn't incur such charges,

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  Reply # 609266 14-Apr-2012 13:50
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Thats case closed then isn't it? If the customer was stupid enough to continue using the phone after being told directly his bill was up to $500 then it's all their fault! You see this issue all the time. People use all the cool features on their smart phone (or even normal cell) and assume it will all be the same in another country. DO THEY NOT READ THE TEXT YOU GET WHEN YOU GO ROAMING!??!! If I was Vodafone I would say you bought it on yourself and you are paying us $5000.


Yes well done Vodafone you made a phone call at $500, how about a call at $1,500 or even maybe $3,000 or how about restricting service? Granted the customer had good payment history but I would bet his monthly bills weren't that extreme.


Whilst I'm not defending the idiot I believe washing your hands of the situation because of a phone call and good payment history leaves a lot to be desired.


On another note, that's a lot of talking if we are working off 0.79+gst!!


[Mod Edit :BH: Foul language removed. Stop trying to bypass the language censoring by miss-spelling words]





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  Reply # 609269 14-Apr-2012 13:56
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why is is so hard for people to take personal accountability for their actions without having to find someone else to blame.

People make choices and VF did what was required and we don't know what the convo involved so maybe lets just say the person needs to pay for what they do and learn a lesson.




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  Reply # 609299 14-Apr-2012 15:42
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Hello all,

just to let you all know we are investigating the circumstances surrounding this particular situation,I have spoken to the customer and am working towards trying to resolve this as best I can for all parties involved.

Chris




Vodafone staff. You'll see me on the @vodafoneNZ twitter account and Vodafone NZ facebook page signing off as ^CB

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  Reply # 609304 14-Apr-2012 15:51
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[Mod Edit :BH: Foul language removed. Stop trying to bypass the language censoring by miss-spelling words]


Apologies but wasn't the case at all.








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