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JasonSNZ

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#142836 26-Mar-2014 10:52
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Hi

At the beginning of February I called VF/TCL to negotiate a better deal on my plan.  A friend had gotten a pretty good deal for the entertain 250GB plan so I was interested in securing something similar.  I've been with TCL for 6 years and have had the 130Mbps down plan since they cutover, now called superbooster option. I called and talked to a Customer Retention (CR) agent and got a pretty good offer for the plan *without* contract, but I had to give up the TV option to avoid a contract.  That is no biggie for me, so was happy to go without.  I want to avoid a contract because I'm hoping Chorus finishes fitting out our area with fibre sooner than later.  Probably wishful thinking at this point, but I digress.

I left the call expecting Entertain 250GB with superbooster.  I'm very certain I made it clear I expected that option to be included.  Two days later when my plan switched over, the superbooster wasn't there.  Three calls later it was enabled.  My bill arrived at the end of February reflecting the new plan and no sign of superbooster charges so I thought all was good.

This month's bill has arrived and I have two months of superbooster on my bill.  I made two calls to try to get it resolved and the last call resulted in the CR agent telling me she could only offer me the price *with* contract.  She said she'd have the manager of the original agent call me on Monday because only that person could help.  It's now Wednesday and I received no call, so I called back this morning.  

The agent I talked to this morning has said that they offered me the plan without superbooster, which is not the case.  I now have to get the call reviewed in order to get this sorted.  It's turned into a "he said, she said" situation.  I think the evidence is pretty clear that I expected superbooster when I negotiated my plan, but didn't get it as expected.  

I'm frustrated because I could go through all this turmoil to get what was offered or I can just bite the bullet and go on a plan.  I don't think I should have to go through this kind of effort to deal with what appears to be an agent's mistake.  

My bill is due tomorrow.  If I pay the amount due, all I can do is hope for the excess to be credited back to my account when I believe I'm ultimately proven correct.  However, based on my experience thus far, it seems like it might be wishful thinking for that to happen as well.

Customer Retention seems to be doing just the opposite right now and making me more strongly consider leaving them.  I'm generally quite happy with the service and without fibre in my area, it's hard to beat.    What would you do?  Suggestions?  Can anyone from Vodafone help?

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networkn
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  #1013054 26-Mar-2014 11:36
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Wait for the call recording to be reviewed. If you are correct, I would expect VFNZ would make good on it. 

I can understand your frustration, give it a little longer and see what comes out of it. Even good people make mistakes sometimes.


xpd

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  #1013114 26-Mar-2014 12:45
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Pay what you were expecting to have to pay for now, at least then you'll only have an $x amount rather than $xxx amount for them to send the debt collectors after you for ;)
Let their accounts team know theres a dispute regarding the rest and they should be fine with that until its sorted out. 




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johnr
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  #1013137 26-Mar-2014 13:13
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Let the call be pulled and played back but DM me your Vodafone account number

John



mattwnz
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  #1013189 26-Mar-2014 14:12
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This is why I like to get everything in writing, as when you discuss things over the phone, there can be grey areas, where  you might have missed something that the person said, or something you have confused  without realising it. A recording will pick up exactly what was said, but there could still possibly be grey areas where things have been misinterpreted. In a way I am surprised these days that everyone doesn't record their calls. I usually now record meetings on my mobile, as the same problems occur.

JasonSNZ

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  #1013198 26-Mar-2014 14:34
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In VF's defense they do send a document with the order details after the negotiation, but to be honest when I received the document it wasn't clear that the 130/10 wasn't on the order.  They have reference to superbooster which does show as not being enabled, but I didn't know at the time that is what the feature was called.  I didn't realise this until my recent bill came up and I went back to look at the document to see it wasn't enabled.   After having it enabled, post negotiation, I only learned then that it was called superbooster. The same form, however, also said I needed to have a tech come out and do the install and there was going to be an install fee, etc. I've been with TCL for 6 years and already have the DOCSIS 3 modem obviously, so there was no need for that.  So immediately the integrity of the documentation was somewhat in question when I received it.  I forgot to mention that I had to call back and make sure I wasn't getting charged for the install, per that document.  

I call from my home phone so no recording option there.  I'm not keen to call from my mobile when i'm potentially faced with an unknown, and possibly exceptionally long, wait time in the queue. I think I've called at about 7 or 8 times now over the course of two months regarding this deal, so hopefully I won't have to make too many more calls to get this resolved.

Thanks for everyone's feedback, I'll wait for the call review.

Jaxson
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  #1013218 26-Mar-2014 15:17
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xpd: Pay what you were expecting to have to pay for now, at least then you'll only have an $x amount rather than $xxx amount for them to send the debt collectors after you for ;)
Let their accounts team know theres a dispute regarding the rest and they should be fine with that until its sorted out. 


I remember a case many years ago where someone did that and by paying anything it legally meant that they agreed to the invoice amount.
It shot them in the foot because by paying the part they thought it was worth they had accepted the amount and their payment was considered a partial payment of the full amount invoiced.

It does get very messy in situations like this where the sales team are gone and you're now dealing with the billing section of the company who know nothing of the original discussions. 
It is a timely reminder to us all though to be extremely clear about what we think we're signing up for, especially if the call is being recorded.

JasonSNZ

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  #1013256 26-Mar-2014 15:51
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Hi all,

Just got a message left on my home number from Vodafone.  They are going to offer the original deal for 12 months, afterwhich the discount will drop off.  They said the search turned up no result.  What's confusing is whether that means they couldn't recover the call, or there was nothing in the call indicating as to what was offered.  

Unfortunately my answering machine cut off the caller, so I called back to see what information I missed and really there was nothing else.  I did confirm I'm keeping my package, which is now the 500GB package, at the negotiated rate.    

I'm really curious to why they wouldn't have found any result in the call, as I'm very certain I made it clear I wanted the 130Mbps/10Mbps feature.  They're going to send me a copy of the call, assuming it does exist on CD.  Should be interesting.

My bill has also been updated and will be paid in full.

Thanks for everyone's help and feedback.




waikariboy
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  #1013918 27-Mar-2014 15:10
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I called up once to get my data upgraded to 250gig and i was told i would have to join another 12mnts no thanks.




Balm its gone!


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