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JasonSNZ

27 posts

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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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JasonSNZ

27 posts

Geek


  #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.


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