Vodafone woes!

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dafman

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#143262 8-Apr-2014 14:34

In August last year, after looking through various options on the Vodafone website, I signed up for a Vodafone 100GB ultrafast naked broadband cable. Prior to this, I had been on a Telstraclear in-home package (phone, TV, broadband). As with my previous in-home package, the naked broadband came with a free T Box.

At the time, and still the case today, Vodafone have been offering the following discount for naked broadband customers: "If you don’t need a home phone, you can save up to $30 every month when you choose an ultra fast Naked broadband plan and link it to a Vodafone On Account Mobile. Available on our cable network in parts of Wellington, Kapiti and Christchurch"

So, earlier this year, I popped into Vodafone Lambton Quay to sign my partner up to an On Account Mobile plan. She was happily 2degrees, but agreed to move to Vodafone for the discount. We explained to the Vodafone staff the reason we were transferring and they confirmed at the time that we would qualify for the discount. So we completed the necessary paperwork to set up the new mobile account and to link this to our broadband account for the discount.

Nice and simple. The story should end here. It doesn't.

On 1 April, our broadband invoice arrived and the discount had not been applied. Must have been Vodafone oversight, I thought, so I contacted them and requested we be given a $30 credit for the incorrect invoice. The consultant was unable to progress the request at the time and said someone would get back to me.

Today, Vodafone called to advise that I don't qualify for the discount. They said the reason that I don't qualify is that I am on a Telstraclear naked broadband package, not a vodafone package?! Complete news to me!, Bear in mind that at the time I switched to the naked broadband:
- Vodafone had purchased Telstraclear and re-branded the service as Vodafone
- The package I had switched to was Vodafone product, which I found on the Vodafone website, and by which I signed up to by calling the advertised Vodafone toll-free number.

Yet, despite this, and despite all my naked broadband invoices from day one being Vodafone invoices, and despite Vodafone store sales team confirming that we did qualify before we signed up to the mobile account, I am today informed that I do not qualify for the discount as I am on a Telstraclear account, not Vodafone??!!#$$&%*

The consultant today also commented that as my package included a free T Box, only one concession could be applied. This doesn't make sense either. A quick check of the current naked broadband offerings include the $30 discount and ... a free T Box if you elect sky. Ok, so the offer has slightly changed since I signed up (a freeview T Box at the time), but, as I mentioned earlier, the package I signed up to was advertised at the time as being eligible for the discount.

Vodafone, some customer service? Please?

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#1020679 8-Apr-2014 14:36

Hey there,

I can take a look at this for you. Please flick me a private message with your account details. :)

Cheers,

- Nik

Product Manager @ PB Tech

Smartphones @ PB Tech | Headphones @ PB Tech

dafman

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#1020780 8-Apr-2014 16:59

Nik got back to me promptly, and advised as follows:

Hi Neil,

Thanks for that, I've had a look through the account now. The reason we're not able to apply the discount to your services as-is is not because you're one type of customer or another, but because you're on an older package that was built before the merger, and there's no way to get the mobile discount applied to those legacy products. Should be a nice easy fix - I'll get the fine folk from the sales team to give you a bell, run through your needs, and find a current package that's better suited to your usage patterns and is capable of receiving the discount.

Really sorry this wasn't made clearer earlier. The discount is validated by a text message sent to your mobile, so it's tied into a number of different automated systems, which are a recent addition to the cable space. As such, there's no way we can add the discount to older plans that were sold before the newer systems were built - it is strictly a technological limitation. If you take a look at the options here, this should give you an indication of the plans available.

It looks like a callback request was sent to sales recently, but they were unable to get hold of you on the numbers provided. If you could confirm your best daytime & mobile contact numbers, that would be fantastic, and I'll fire a request through.

Cheers,

- Nik

dafman

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#1020782 8-Apr-2014 17:00

And my response:

Thanks Nik for taking the time to look into this. However, your reply doesn't really help much.

1. When I switched to Vodafone warpspeed in Aug 2013, I was not made aware of legacy issues that would prevent taking advantage of the advertised discount.

2. When we set up the new mobile on-account in Feb 2014, we did so on confirmation from Vodafone staff that we qualified for the advertised discount. They got it wrong, we finish up paying. Not flash.

And switching to the current packages doesn't really help. Actually, we are worse off:

- Previously paying $110 for Vodafone 100GB/T Box + 2 degrees mobile (combined).
- Under current plans, will pay $110 for Vodafone 80GB/T Box + Vodafone ‘on account’ mobile (combined).

So after reluctantly swapping from 2degrees to get better overall pricing, we actually finish up paying the same amount and lose 20GB a month in the process.

Personally, I’d swap to Spark on principle (it wouldn't break Vodafone, but I’d feel happier) but, sadly, my partner is wedded to her T Box, so can’t do in the short term.

Please get someone to call me to arrange a swap to the current 80GB plan. Ph *******

FYI. To keep forum members informed, I’ll post your email reply on geekzone, along with this response.

regards, Neil

NonprayingMantis

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#1020786 8-Apr-2014 17:02

dafman: And my response:

Thanks Nik for taking the time to look into this. However, your reply doesn’t really help much. 1. When I switched to Vodafone warpspeed in Aug 2013, I was not made aware of legacy issues that would prevent taking advantage of the advertised discount. 2. When we set up the new mobile on-account in Feb 2014, we did so on confirmation from Vodafone staff that we qualified for the advertised discount. They got it wrong, we finish up paying. Not flash. And switching to the current packages doesn’t really help. Actually, we are worse off: - Previously paying $110 for Vodafone 100GB/T Box + 2 degrees mobile (combined). - Under current plans, will pay $110 for Vodafone 80GB/T Box + Vodafone ‘on account’ mobile (combined). So after reluctantly swapping from 2degrees to get better overall pricing, we actually finish up paying the same amount and lose 20GB a month in the process. Personally, I’d swap to Spark on principle (it wouldn’t break Vodafone, but I’d feel happier) but, sadly, my partner is wedded to her T Box, so can’t do in the short term. Please get someone to call me to arrange a swap to the current 80GB plan. FYI. To keep forum members informed, I’ll post your email reply on geekzone, along with this response. regards, Neil

If you signed up to mobile in August last year (what you said in the OP) then that plan should definitely have been eligible for the discount.

so their excuse doesn't even make any sense anyway!

dafman

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#1020794 8-Apr-2014 17:19

NonprayingMantis:
dafman: And my response:

Thanks Nik for taking the time to look into this. However, your reply doesn’t really help much. 1. When I switched to Vodafone warpspeed in Aug 2013, I was not made aware of legacy issues that would prevent taking advantage of the advertised discount. 2. When we set up the new mobile on-account in Feb 2014, we did so on confirmation from Vodafone staff that we qualified for the advertised discount. They got it wrong, we finish up paying. Not flash. And switching to the current packages doesn’t really help. Actually, we are worse off: - Previously paying $110 for Vodafone 100GB/T Box + 2 degrees mobile (combined). - Under current plans, will pay $110 for Vodafone 80GB/T Box + Vodafone ‘on account’ mobile (combined). So after reluctantly swapping from 2degrees to get better overall pricing, we actually finish up paying the same amount and lose 20GB a month in the process. Personally, I’d swap to Spark on principle (it wouldn’t break Vodafone, but I’d feel happier) but, sadly, my partner is wedded to her T Box, so can’t do in the short term. Please get someone to call me to arrange a swap to the current 80GB plan. FYI. To keep forum members informed, I’ll post your email reply on geekzone, along with this response. regards, Neil

If you signed up to mobile in August last year (what you said in the OP) then that plan should definitely have been eligible for the discount.

so their excuse doesn't even make any sense anyway!

My OP says I signed up for mobile earlier this year. I was intending to sign up back in August, but my partner was reluctant to move from 2degrees ... I procrastinated, and suddenly it was 2014 before we got around to it.

Coil

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#1020795 8-Apr-2014 17:21

iIf you have cable on one of our new plans and have an eligible ON ACCOUNT mobile you can get the Discount. No 2 ways about it. I am sure Nik will have this fixed in 2 minutes. Did you speak with the Customer Care team located on 0508 888 800? They will handle that query.

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dafman

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#1020797 8-Apr-2014 17:28

TimA: iIf you have cable on one of our new plans and have an eligible ON ACCOUNT mobile you can get the Discount. No 2 ways about it. I am sure Nik will have this fixed in 2 minutes. Did you speak with the Customer Care team located on 0508 888 800? They will handle that query.

I have cable on one of your old plans. The promotion pricing at the time (Aug 2013) was sharper than the current plans. The discount has been available throughout.

And there is nothing in your promotional material that states the discount only applies for current plans:

"If you don’t need a home phone, you can save up to $30 every month when you choose an ultra fast Naked broadband plan and link it to a Vodafone On Account Mobile. Available on our cable network in parts of Wellington, Kapiti and Christchurch"

I chose an ultra fast Naked broadband plan in Aug 2013 and signed up for an eligible On Account mobile in Feb 2014. I should be saving $30 pm from Feb 2014.

Coil

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#1020805 8-Apr-2014 17:49

Do you get the option ot add it in the Customer Zone area?
Can you PM me a PDF of your bill?

Cheers

** Nik advised that you are on a legacy plan, He is organizing further.

NikT

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#1020814 8-Apr-2014 18:10

It could clearly have been more thoroughly explained point of sale that legacy plans do not come with all the bells & whistles of newer plans. Feedback will need to be sent to retail channels to ensure that customers are not advised they can receive discounts without this being checked out beforehand. I suspect the retail folk may not have access to the required systems at this point.

Due to the nature of the issue and the channels involved, I have lodged this as a formal complaint. A representative from the complaints team will be in touch within the next two working days to find a solution for you. I have PM'd you the reference number.

TimA: Do you get the option ot add it in the Customer Zone area?
Can you PM me a PDF of your bill?

Cheers

The legacy plan is not eligible for the mobile discount. As noted above, there are system constraints, and it is not something we are able to add manually. The complaints team will endeavour to find a suitable solution for all parties involved.

- Nik

Product Manager @ PB Tech

Smartphones @ PB Tech | Headphones @ PB Tech

dafman

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#1020824 8-Apr-2014 18:33

Thanks Nik, appreciated. I'll wait until contacted further.

BTW, it's not only a point of sales issue - as currently promoted on Vodafone's website, my read is that the discount should apply. Happy for others to comment if they interpret otherwise???

cheers

NonprayingMantis

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#1020827 8-Apr-2014 18:43

NikT: It could clearly have been more thoroughly explained point of sale that legacy plans do not come with all the bells & whistles of newer plans. Feedback will need to be sent to retail channels to ensure that customers are not advised they can receive discounts without this being checked out beforehand. I suspect the retail folk may not have access to the required systems at this point.

Due to the nature of the issue and the channels involved, I have lodged this as a formal complaint. A representative from the complaints team will be in touch within the next two working days to find a solution for you. I have PM'd you the reference number.

TimA: Do you get the option ot add it in the Customer Zone area?
Can you PM me a PDF of your bill?

Cheers

The legacy plan is not eligible for the mobile discount. As noted above, there are system constraints, and it is not something we are able to add manually. The complaints team will endeavour to find a suitable solution for all parties involved.

- Nik

How can it be a non-eligible legacy plan if he only signed up earlier this year?
The discount for naked was in the market then so that plan would definitely have been eligible when he purchased it.

It's not like he signed up for that plan before the $30 discount for naked was a thing. That's been available for years.

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Coil

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#1020828 8-Apr-2014 18:46

NonprayingMantis:
NikT: It could clearly have been more thoroughly explained point of sale that legacy plans do not come with all the bells & whistles of newer plans. Feedback will need to be sent to retail channels to ensure that customers are not advised they can receive discounts without this being checked out beforehand. I suspect the retail folk may not have access to the required systems at this point.

Due to the nature of the issue and the channels involved, I have lodged this as a formal complaint. A representative from the complaints team will be in touch within the next two working days to find a solution for you. I have PM'd you the reference number.

TimA: Do you get the option ot add it in the Customer Zone area?
Can you PM me a PDF of your bill?

Cheers

The legacy plan is not eligible for the mobile discount. As noted above, there are system constraints, and it is not something we are able to add manually. The complaints team will endeavour to find a suitable solution for all parties involved.

- Nik

How can it be a non-eligible legacy plan if he only signed up earlier this year?
The discount for naked was in the market then so that plan would definitely have been eligible when he purchased it.

It's not like he signed up for that plan before the $30 discount for naked was a thing. That's been available for years.

He is on Cable so it was only available late last year. The plan he got was around then. Mobile was recently.

It sounds like the store rep wasn't aware he was on a legacy plan, unless specified then it would be wrong advice.

NikT

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#1020841 8-Apr-2014 19:04

NonprayingMantis:

How can it be a non-eligible legacy plan if he only signed up earlier this year?
The discount for naked was in the market then so that plan would definitely have been eligible when he purchased it.

It's not like he signed up for that plan before the $30 discount for naked was a thing. That's been available for years.

Without getting into the details of customers' accounts, there is a difference between changing bandwidth tiers on an existing legacy plan and changing the package entirely. It was not a brand new sign-up.

Product Manager @ PB Tech

Smartphones @ PB Tech | Headphones @ PB Tech

kendog

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#1020859 8-Apr-2014 20:00

dafman: Thanks Nik, appreciated. I'll wait until contacted further.

BTW, it's not only a point of sales issue - as currently promoted on Vodafone's website, my read is that the discount should apply. Happy for others to comment if they interpret otherwise???

cheers

I possibly have a similar situation playing out.
We converted from one phone plan to another after confirming it qualified for the $30 naked discount.
That had been working fine for a few months.
We then converted to naked fibre, told the $30 discount would continue.
But the phone account was not connected in the transfer, so that was manually corrected (after several phone calls from me, the billing was also broken in general)
I got a confirmation email saying the mobile phone number had been successfully linked(January)
A month later I get an email saying the mobile calling plan does not qualify. So I phone again and was told it does qualify and the $30 is manually adjusted again.
I am waiting for this months bill to see if the $30 discount is automatically applied.
The call centre staff seem as confused about this as I am.

Geektastic

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#1020915 8-Apr-2014 21:57

Wouldn't life just be easier if all customers were always on the new plans (i.e. all customers were changed automatically whenever the plans changed)?

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