Disappointing

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Ratez

72 posts

Master Geek

#119468 2-Jun-2013 14:26

Now I am not too sure who is at fault here but I certainly feel it is unfair to do this to me. I had been interested in getting a new phone and plan however discovered that I still have 2 months remaining on my $45 smart1 plan (grandfathered). I was told they will waive the $150 cancelling fee (which I was going to wait if I had to pay anyway) if I sign again for 24 months. They told me clearly that I have 7 days and if I had any concerns I can cancel it altogether. What happened is detailed below.

I told the sales person dealing with me that I would like to cancel the order and plan as per the 7 days satisfaction guarantee scheme. However because I had 2 months remaining on my previous plan that they had waived, they will charge me $150 for it in addition to putting me on a $45 plan fixed for one month. I asked if I can't just go on the $45 plan for 2 months (which was my original plan anyway) and have no waive fee which they said no. I seriously cannot get this idea of why I cannot go back on $45 for the remainder of my last contract simply because YOU can't revert me because smart 1 plan is grandfathered. YOUR sales team offered me to waive it and even told me there is no worry because I can change my mind within 7 days. Now I feel blackmailed and I will be sticking to the $45 plan for 24 months. But rest assured you do not have a happy customer here and I will not be using vodafone again in my life.

The sales person had originally asked if I wanted to revert back to $45 on no fixed term because smart1 is no longer available, but she had a chat with her manager and came back with this.

The sad thing is you have the ability to put me on 2 months fixed instead of being a dick about it but you chose to blackmail me so I would stick to $45 24 months. There is no justification in this, if you can't simply put me back on 2 months fixed term then don't tell me I have 7 days worry-free period to back down. It is not like I had the intention to get away with the $150, but your sales offered it to me and assured me that I can back down within 7 days and I expected to be put back on 2 months fixed. I did not even insist on being put back on the smart 1 plan and was happy with being fixed term for the smart $45 plan currently available.

Ratez

72 posts

Master Geek

#829651 2-Jun-2013 14:38

I have gotten a reply from Vodafone NZ and will update on what is happening.

Demeter

709 posts

Ultimate Geek

Trusted

One NZ

#831061 5-Jun-2013 16:03

Hi there, I understand our Social Media team have engaged with you and are working on this with you. Sorry about the situation you're in.

Lon

Ratez

72 posts

Master Geek

#831126 5-Jun-2013 16:36

Hi Lon,

Thank you for you and your team's help. I know there has been a lot of back and forth but I am as frustrated as I sound. However I understand for a big organisation there are complications that arise.

I have opted for communicating with just the social media team to limit complications today after I realised what a hassle it has been for not only me but the team working with me.

For now:

I have been told I will be put on $45 for 2 months after some back and forth
I will be refunded the money charged for the phone
The phone has unfortunately been dispatched after I informed well beforehand not to dispatch it. However to the credit of Vodafone they said they will sort this out with the courier
I am still shown as $45 24 months on my account however was told this will be rectified
I understand the position of the sales rep that dealt with me, what I dont understand is the sales manager. The sales rep made a promise that I am free to change my mind within 7 days and I had nothing to worry. Human error I accept. However what the sales manager came back with, I don't accept. $150 + 1 month fixed is clearly a form of blackmail when it is obvious I was misled by the 7 days change of mind, albeit unintentionally and I am merely being conveyed whatever the sales rep was told to say. Thankfully Courtney from Vodafone feedback team despite initially telling me it was house rules decided to consult her manager and help me change it to 2 months fixed term. Now the problem is whether it is 2 months or 24 months.

Honestly, I would rather get out of the plan if possible as I foresee the same problem occurring in 2 months. I believe I am giving a very fair overview of what is happening and will come back with updates. I have received both good and bad service in this, as expected from a big company with multiple channels of communication which I am fine with after I step back a little and calm down :) (partly my mistake).

EDIT: I had left out a mistake of mine accidentally. After phoning them back the first time, they offered me free 1gig for 12 months to keep me as a customer, either that or I have the option out but have to pay $150 + 1 month fixed. I had initially agreed to the free 1 gig as the choice was simple however phoned back within 15 minutes to speak with the same sales rep to say that I don't want the free 1gig over 12 months and neither will I pay the $150. Unless I get stuck back on 2 months fixed term $45.

Have to show mistakes on both sides as there is never one person that is completely right.

trig42

5809 posts

Uber Geek

ID Verified

#831129 5-Jun-2013 16:42

Ratez: Hi Lon,

Thank you for you and your team's help. I know there has been a lot of back and forth but I am as frustrated as I sound. However I understand for a big organisation there are complications that arise.

I have opted for communicating with just the social media team to limit complications today after I realised what a hassle it has been for not only me but the team working with me.

For now:
I have been told I will be put on $45 for 2 months after some back and forth
I will be refunded the money charged for the phone
The phone has unfortunately been dispatched after I informed well beforehand not to dispatch it. However to the credit of Vodafone they said they will sort this out with the courier
I am still shown as $45 24 months on my account however was told this will be rectified
I understand the position of the sales rep that dealt with me, what I dont understand is the sales manager. The sales rep made a promise that I am free to change my mind within 7 days and I had nothing to worry. Human error I accept. However what the sales manager came back with, I don't accept. $150 + 1 month fixed is clearly a form of blackmail when it is obvious I was misled by the 7 days change of mind, albeit unintentionally and I am merely being conveyed whatever the sales rep was told to say. Thankfully Courtney from Vodafone feedback team despite initially telling me it was house rules decided to consult her manager and help me change it to 2 months fixed term. Now the problem is whether it is 2 months or 24 months.
Honestly, I would rather get out of the plan if possible as I foresee the same problem occurring in 2 months. I believe I am giving a very fair overview of what is happening and will come back with updates. I have received both good and bad service in this, as expected from a big company with multiple channels of communication which I am fine with after I step back a little and calm down :) (partly my mistake).

Just keep everything documented - names and dates - in case it does go pear shaped at the end of the two months.

$150 is a bit extreme 2 months out from a contract ending IMHO - normally it is waived that close to the end of a contract isn't it (especially if you change to a different voda plan)?

Ratez

72 posts

Master Geek

#831131 5-Jun-2013 16:49

trig42:

Just keep everything documented - names and dates - in case it does go pear shaped at the end of the two months.

$150 is a bit extreme 2 months out from a contract ending IMHO - normally it is waived that close to the end of a contract isn't it (especially if you change to a different voda plan)?

Sorry if it was unclear. But they were fine with waiving the $150 and putting me on a new vodafone $45 plan for 24 months. I told them I can't decide and will go in a vodafone store if I wanted to go through with this. The sales rep then told me it is a special deal only issued by her manager. If I choose to opt out of it, I have 7 days and everything will be fine and reversed. Why not? I signed up for it but regretted it the next day. So I phone back. Initially asked by sales rep if I wanted $45 open term. I told her either that or put me on 2 months $45 to complete my last contract. Then things turned sour as she came back after talking to her manager that if I want to leave for Telecom I was fine to do so, however they will fix me on 1 month + $150 fine.

However she told me she can give me free 1 gig for 12 months otherwise I am free to leave, after being fixed for 1 month and paying $150. I told her I have no option but to choose the free 1 gig then. However I feel wronged and phoned her back within 15 minutes telling her I don't think it is right and I just want to be on 2 months fixed and thats the most she will get. Basically told me no can't do and I contacted vodafone on FB and they are following up with it now.

Virgil

Dangerous Chocolate
206 posts

Master Geek

ID Verified

Lifetime subscriber

#831186 5-Jun-2013 18:39

This obsession with forcing people on to long-term contracts is starting to get a bit tiring, I hope the providers wake up one day and realise that being locked into a contract for 12 or 24 months is NOT what customers want.

I was cold called by Vodafone the other day and offered a "Great Deal", but upon further questioning this deal was only valid if I locked myself into a long-term contract. The sales rep then tried very hard to get me to change plans anyway to a different monthly plan than I was on, although I would have been worse off that I am now.

I can understand if you are being "given" a brand new high value phone (S4, etc) then a contract to help repay that is reasonable, however please stop trying to force long-term contracts onto people who don't want it.

Lurking ...

Ratez

72 posts

Master Geek

#831190 5-Jun-2013 18:43

Virgil: This obsession with forcing people on to long-term contracts is starting to get a bit tiring, I hope the providers wake up one day and realise that being locked into a contract for 12 or 24 months is NOT what customers want.

I was cold called by Vodafone the other day and offered a "Great Deal", but upon further questioning this deal was only valid if I locked myself into a long-term contract. The sales rep then tried very hard to get me to change plans anyway to a different monthly plan than I was on, although I would have been worse off that I am now.

I can understand if you are being "given" a brand new high value phone (S4, etc) then a contract to help repay that is reasonable, however please stop trying to force long-term contracts onto people who don't want it.

I signed my Smart 1 plan a year ago without getting a phone either. Just thought I had been with vodafone for 10 years or so, 1 year doesn't really matter. It was a great plan with 3 gigs data however I figured I wasn't using that much and started looking for alternatives. Should have just gotten a phone at full price while enjoying the 3 gigs :(.

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Ratez

72 posts

Master Geek

#831799 6-Jun-2013 19:19

Update: No refund in bank yet. Called bank and they said it should be instant, delays is not on their side. Not sure if they are waiting for the note 2 to return to them from the courier before they refund me. As Dave from Online Shop told me that was the case. Then Courtney phones me after my conversation with Dave asking me to phone Online shop because my order has accidentally been dispatched which I told her I had just talked to Dave. Am now waiting for Social media team to get back to me, haven't talked to anyone else since Tuesday to lessen complications.

Can't wait till this is sorted.

Edit:

Checked the status of the phone in transit. They have gotten it returned to them.

Ratez

72 posts

Master Geek

#832208 7-Jun-2013 11:50

Great service by online shop, Lia. Initially I phoned Online Shop and was talking to Mandy. She put me on hold and after waiting for 20 minutes I suddenly hear 'Hi Lia from Online Shop speaking' and she said she has no idea why she got my call instead of Mandy.

So shes really helpful, talked to a senior staff. Just like Dave, she told me my order number shows nothing in system. So I gave her my track & trace number for the parcel and she phoned back straight away to tell me that its confirmed they have the phone back and I will be getting refunded.

A+ service, exactly what I remember and expect of Vodafone.

Ratez

72 posts

Master Geek

#833744 10-Jun-2013 20:08

Ami at customer service has been keeping up with the problem for me. On friday she left a note for the person at online shop who dealt with my order to phone me back. She did not. Ami phones me back and says online shop left a note saying they will deal with the problem and she will chase it up for me. Today ami comes back to me saying she cant get through to online shop but she has emailed her about it.

So far she is the only one keeping up with my problem for more than a day. The social media team is not working with me as they started ignoring my facebook messages even before lon posted here.

The sad thing is my order number shows up as nothing in vodafone system and i have to provide track and trace. And my case was left totally unnoticed even after they received it back due to missing order number and what not. I asked Ami how is it possible and even she doesnt know.

Summary since last post:

They sent out phone when advised not to send as I have cancelled it.
Somehow my order number does not appear in their system
They still hold the money I used to purchase (Direct Debit)
No communication from anyone except Ami from customer service.

SteveON

1916 posts

Uber Geek

#833764 10-Jun-2013 21:01

Is this a rant forum? Also the title of this thread should be updated.

Ratez

72 posts

Master Geek

#833769 10-Jun-2013 21:05

I think the title is still very fitting as it is still disappointing. It can be perceived as a rant thread because i am not receiving much help resulting in a rant.