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Topic # 150105 11-Jul-2014 13:19
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Hi guys,

I have just been fighting with a few layers of Vodafone "customer service" about their new advertised 80G and Unlimited Cable plan:
http://www.vodafone.co.nz/broadband/high-speed-cable/

The two plans are identical on their web site apart from the data limit and are $20 different.

I am an existing customer but wanted the few extra GBs.

Their CS was happy to sign me up until the last moment when they casually slipped in that the HD box (formally T-box) is an extra $15 p/m. Ive had a T-box for year for free, and its ok, but do not really want to start paying for it now.

It states pretty clearly in their Whats Included section that:
"Score the 300GB Vodafone TV Digital Recorder for free every month when you sign up to a 80GB or Unlimited data broadband pack."

They agreed thats what it said but did not have authority to honour or make any changes So they escalated me to the complaints team, who were not able to honor the claims on their site or had authorisation. Then escalated to the customer retention team where a young tried to explain to me the benefits of broad band, but again had no authorisation to change anything.

Now bear in mind that the $15 p/m is actually waived if you take the Unlimited plan!! But it doesnt say that does it. Or even mention $15 anywhere on that page.

The only thing they could offer me was that the $99 install would be waived.

Well again on that same web page that costs $249.... and its already waived:
"FREE standard broadband connection and wiring (normally $248) on a 12 month term."

I cant stand that these companies have such limited customer retention policies. They will move heaven and earth to get you to sign up but (less than) nothing to keep you.

Luckily Telecom was at my door a week ago telling me that UFB had just been rolled out in my area.

Time to change?




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Ultimate Geek
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  Reply # 1087116 11-Jul-2014 13:35
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I was surprised with the same thing on my order a wee while back.  The guy that set it up said there was no way to change it on the order but he did something so the charge is reversed every month.  I'm just not sure how he did it.




Kirk

 


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  Reply # 1087121 11-Jul-2014 13:42
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OP: Take it to the Commerce Commission.



 
 
 
 


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  Reply # 1087150 11-Jul-2014 13:54
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Before taking it to Comm Comm it would be appropriate to let the VF reps that visit here have a look at the problem and see what happens




Mike
Retired IT Manager. 
The views stated in my posts are my personal views and not that of any other organisation.

 

 It's our only home, lets clean it up then...

 

Take My Advice, Pull Down Your Pants And Slide On The Ice!

 

 


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  Reply # 1087165 11-Jul-2014 14:10

Hi Ruben,

 I'm really sorry to hear you've had this experience, as it doesn't sound like this was handled correctly, and am keen to look into it for you. I agree that there is room for interpretation on the website, and will have this addressed. As I understand it, it is only the Vodafone TV recorder with Freeview that is $15.00 per month on the 80GB plan - the $15.00 set top box rental component of Vodafone TV with Sky is waived on both the 80GB and Unlimited plans.

If you could please send me a private message with your account number, I can check out the paper trail and get the team onto this for you to make sure we find a resolution you're happy with.

Thanks much,

 - Nik




Product Manager @ PB Tech

https://pbtech.co.nz/smartphones


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  Reply # 1087305 11-Jul-2014 16:22
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NikT: As someone who's professionally qualified in this area, the Fair Trading Act and its prohibitions against misleading and deceptive conduct in trade (s 9) are clear - aside from genuine mistakes in advertising, when you promise something as a trader, it must be honoured. And I am puzzled by what you mean as to the website concerned being open to interpretation: "Score the 300GB Vodafone TV Digital Recorder for free every every month when you sign up to a 80GB or Unlimited data broadband pack" seems totally straightforward and simple to me.

What the OP is ultimately happy with as a resolution is for him to decide but I honestly can't see how anything other than honouring what the literal words of the website stated (unless it was a genuine mistake - which you are not asserting here) is appropriate. This especially when it appears that people within your company also allegedly agree with the OP's reading of the website.





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  Reply # 1087349 11-Jul-2014 17:39
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dejadeadnz: NikT: As someone who's professionally qualified in this area, the Fair Trading Act and its prohibitions against misleading and deceptive conduct in trade (s 9) are clear - aside from genuine mistakes in advertising, when you promise something as a trader, it must be honoured. And I am puzzled by what you mean as to the website concerned being open to interpretation: "Score the 300GB Vodafone TV Digital Recorder for free every every month when you sign up to a 80GB or Unlimited data broadband pack" seems totally straightforward and simple to me.

What the OP is ultimately happy with as a resolution is for him to decide but I honestly can't see how anything other than honouring what the literal words of the website stated (unless it was a genuine mistake - which you are not asserting here) is appropriate. This especially when it appears that people within your company also allegedly agree with the OP's reading of the website.



Hey there - The reason I used that wording is that there's another part of the same page - more obvious, and directly below the plan details - that says "Free use of digital recorder with Vodafone TV SKY option," which is correct, but does not explicitly state that this is not the case for the Freeview product. Meanwhile, the package builder page does make this explicitly clear, which should be the case on all pages covering the TV products, but clearly is not, hence the OP's reading of it. We're honouring the OP's reading and getting the wording corrected. I helped rewrite some of the content on the cable pages of our website recently, & the "Score.." wording was not there at the time, or I'd have called it out as incorrect. :)

I completely agree with your assessment - and it is a genuine mistake. Sincere apologies to all affected.




Product Manager @ PB Tech

https://pbtech.co.nz/smartphones




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  Reply # 1087356 11-Jul-2014 17:48
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Thanks Nik for coming to the party and honouring the advertised deal.

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  Reply # 1087371 11-Jul-2014 18:01
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NikT:


Hey there - The reason I used that wording is that there's another part of the same page - more obvious, and directly below the plan details - that says "Free use of digital recorder with Vodafone TV SKY option," which is correct, but does not explicitly state that this is not the case for the Freeview product. Meanwhile, the package builder page does make this explicitly clear, which should be the case on all pages covering the TV products, but clearly is not, hence the OP's reading of it. We're honouring the OP's reading and getting the wording corrected. I helped rewrite some of the content on the cable pages of our website recently, & the "Score.." wording was not there at the time, or I'd have called it out as incorrect. :)

I completely agree with your assessment - and it is a genuine mistake. Sincere apologies to all affected.


I just want to say congrats for an exemplarily professional reply and doing the right thing both as a matter of law and being socially responsible -- back in the days when I was in private practice, I used to be amazed by how there were commercial clients that would argue these things with clients and good on you/VF for not heading down that road. VF's reputation (nothing against you personally, NikT) in terms of its compliance with the FTA was previously pretty poor but it's good to see some people having taken on board the lessons.






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  Reply # 1087485 11-Jul-2014 20:33
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NikT so where does that put other users who signed up in the recent month period where the advertising was as stated, ????





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  Reply # 1087493 11-Jul-2014 20:49
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phantomdb: NikT so where does that put other users who signed up in the recent month period where the advertising was as stated, ????


That would be out of pocket, as per normal with Vodafone lately, if you don't complain you don't get.

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