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#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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1664 posts

Uber Geek

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  #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


1664 posts

Uber Geek

Trusted

  #1087349 11-Jul-2014 17:39

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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