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Xiaoyan

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#19853 3-Mar-2008 18:30
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Hi everyone,

I need the contact details for Russel Stanners. Please check out my 2 complain letters to Vodafone:

1.

Dear Vodafone Customer Service Officer,

My name is Xiaoyan Ni, and cell phone number is 021 ******. I’m writing a letter to complain your bad customer service and unfair treatment.  I’ve complained on phone for so many times but nothing get solved so I have to spend extra time to write this complain letter.

On 24 Dec my partner had to call his family in India, he’s not sure if your special plan $2 for 30mins is for landline only or cell phone, he called Vodafone but your answer machine said he had to wait for around 20mins. He couldn’t wait for 20mins at 10pm as it’s an urgent call so he assumed the plan was for overseas cell phone, because your plan is really not much cheaper for landline. He called for 10mins from his cell phone, got flat battery so he used my phone for another 61mins. The following day he found out we’ve both get charged heaps. He talked to Vodafone about his mistake, and Vodafone refund around $17 to his cellphone (021 *******). Then he called from my phone and asked the $75.26 refund, but your staff said wouldn’t refund us as it was our mistake, will only credit us $10. (1. Why do you treat your customers differently? You can refund him but not me?)We were happy with that at that time, but after that your services are getting worse.

 I can’t remember exactly what date, but around 30 Nov my cell phone got disconnected because my account balance was over the $60 limited. I talked to your staff and explained my bill date is 15th of Dec, you shouldn’t disconnect my phone before this date, (2. Your disconnection without notice caused many problems for me.)and in the last 4 years I’m using this contract number, 95% times my bill was over $80, plus I’ve got incorrect charge for calling an 027 number around 10 times. (3. Your system charged me wrong, how can I trust your system anymore?)She said there’s a bar on my phone and she couldn’t remove it before email the billing department and get the problems solved. Then I wasn’t able to call for 2 or 3 days which really affected my life so I called up again, another staff removed the bar straight away for me and followed up my incorrect charge.  (4. Why some of your staff can remove it and others can not? Haven’t your company got a standard rule to follow?)

I called up on 2 Dec regarding the wrong charge you’ve made, and checked account balance via Txt many times, but nothing happened. I’ve called on 22 Dec again as my new month plan started, I’m not able to pay for last month because you didn’t sort out my account balance, and I kept on getting charge for some calls which I don’t know, I wasn’t able to find out because your website crash all the time. I was getting charge more and more everyday so once I’ve spoken to your manager Paul, I made complain because I wasn’t happy with your services, I can’t trust your account balance anymore, (5. The mid of Dec my sim card stopped working again, it happened last year with my another cell phone. At that time I’ve lost all the contact numbers, and this time AGAIN! I was so mad, how can I get my important contact number back??)and that day I really need to find out a number so I was trying to search from your website, but it crashed again. (6. Many times if I selected view last 3 months, still only 3 days details showed up. I’m studying information system at Victoria University for 2 years, so please don’t doubt my knowledge about how to view your website.)  I was really upset, I asked Paul that I want the $75.26 refund as everyone does make mistakes, your staff and system created lots of problems for me, and as your loyal customer for four years,  I have the right to ask the refund which made by mistake. He said he’ll work on it and call me before 3th Jan, but he didn’t. (7. One of your female staff who looked at my account also told me will call me before Friday, but she didn’t. And your manager does the same thing!)

The last time I called up was 3rd Jan, I asked a female staff to check why I’m getting charged too much, and she said it showed on system that I’ve used up my 200 free mins. I said I don’t think so, please calculate for me. She said she couldn’t do it because I called too many times, (8. Your system can not check how many mins I’ve called? Then how did you say I’ve used up?) I told her to put me to Paul, but she said Paul’s on lunch break, I said make sure you tell Paul to call me after 6pm, she said ok. Then at 5:41 I’ve got txt says: Manager Paul said he will call tmw he is finished 4 the day. He is still looking at ur account and seems to be wrong. He will call you tmw. (9. Txt says my account seems to be wrong which means I didn’t actually use up my 200mins. But it still shows on my bill.)(10. And Paul disappeared forever!) My flatmate also get wrong charge for his free mins, his cell phone 021******. And I was the one whom suggested him to go for Vodafone instead of Telecom. Not even one single person called me regarding my account till today. I’m keener than your staff to pay for my bill as your loyal customer.

And after that, I also received many calls and text messages to ask me pay for my bill which your manager Paul never sorts out! 11. And Vodafone disconnected my phone on 16th Feb again! I will consider suing your company in this case. My life has been disturbed by Vodafone with many times disconnected, wrongly charged and I’ve wasted too much time on calling you guys to sort out my bill. I even write this letter and hope someone could solve my bill. Based on the 11 mistakes you’ve made, and you didn’t solve for 2 and half month, I’m asking to waive my bills for Nov which is wrongly calculated $168.83 and the Dec which is wrongly calculated $233.40. And please think how to retrieve your reputation.

 

Your sincerely,

Xiaoyan NI

 

 
2.

Mr. Russell,I’m writing this letter to complain your manager Paul, manager Sokko and your staff Srone. This complain letter with the first one have been forwarded to CEO Australia Russell Hewitt and The Dominion Post, I will contact Fair go as well. Your manager Paul said on 3 Jan that he would contact me to sort out my bill for November and December but he didn’t, and instead of calling me back, Vodafone disconnected my phone 3 times. On 16 Feb and 17 Feb I called up to pay my January‘s bill which is $45.24, I clearly told your staff this payment is made for January, as my bill for November and December hasn’t been sorted and I’m still waiting for Paul’s call. But I’ve found out he charged this amount under November without letting me know, which messed up my bill again. On 29 Feb, Friday, I went to see my boss at 4pm, she said she tried all the ways to contact me the night before as she needed me to work on Friday, as Friday is the last day of the week, I need to finish lots of documents before that, but my cell phone is not accessible. Then only I realised Vodafone disconnect my phone on Thursday night again. I was extremely angry, because this time Vodafone has really ruined my job as well as my life. But what happened the next made me even crazy, from 5.20pm to 8.30pm I was arguing with Vodafone without having my dinner and didn’t do anything else. At about 5.20pm I called up to speak to your manager, I briefly explained what for and your staff Srone said the only one I can speak to now is manager Sokko, but she’s busy and she will contact me in two hours. I spent half hour to make him understand that I was using my ex boyfriend’s land phone 5861178 which I’ve attached on my last letter, I came to his house only because I need to borrow a line to contact Vodafone and I’m not suppose to stay here, especially for another two hours after Vodafone ruined my job today. The only way she can contact me is remove the bar so she can call on my cell phone. Srone refused this and said if I wanted to speak to Vodafone, I have to wait at least for an hour in this house. Please check our call record to find out how ridiculous your staff trapped me in this house. I was so upset I asked him clearly twice that, “are there anyone else I can speak to in your Vodafone company, I meant the whole New Zealand, not your branch and not your call centre?” he said only Sokko. I asked again and again as I don’t believe only Sokko is working as a manger in your whole company at this time, and more than twice Srone told me yes, but finally he denied again as he realised he told me lie. Please check call record, he completely wasted my whole afternoon. And regarding Sokko, she told me she had looked at my account and read my complain letter, (I’ve post it on Tuesday, but nobody contact me till this issue happened, what a disgusting low service!) but at the beginning of our conversation I know she’s not able to help me at all, firstly she didn’t even know my plan, I told her you charged me for 027 number but it should be free for 20 minutes within my plan, but she said my plan is only for Vodafone to Vodafone 200 free minutes, and as a manger, she couldn’t bring up my plan details and she asked me “tell me what is your plan?” Secondly, she read my letter but she didn’t understand I complain was because your manager Paul said would contact me but he didn’t, and Vodafone disconnected my phone for several times, Sokko thought I complain was because of the call I’ve made to India. She hasn’t got a good knowledge about my plan and account and she got an understanding problem as well, how can she possibly be qualified to be a manager! Meanwhile when I said I need to speak to other managers or senior managers in your company, she lied that you’ve only got one call centre in Auckland only, but later I’ve found out you got three. I’ve told her that she’s not qualified to be a manager or speak to me, and suggested her to take less breaks and study more. After speaking to Sokko I felt helpless and hopeless, I went to your Lower Hutt Queensgate store and after waited for half hour, your staff James helped me, I’ve told him everything then he called Toriwai on my behalf and this person Toriwai said he would look at my case this weekend and call me back on Monday 8am. I told James I haven’t got a contact number, as I can’t do as he suggested, to let Toriwai call me while I’m working, or come to my ex boyfriend’s house again, or let him call my new flatmate’s number, or come to Queensgate after 4pm. (What a joke! You want to ruin my another job? You want to ruin my personal life? You want to disturb my new flatmate as well? You want to waste me another night for your own mistakes?) Then I called up again and another girl picked up the phone, after told her the story she removed the in-bar of my phone.  1.        About your manager Paul, I assume he resigned or passed away, at least someone else should take over his job, which already lasted for 3 months.2.        Your staff James, as a Retail Sales Representative, he has more logical thinking to deal with problems and he’s the only one who ever stood on customer’s side and explained to Toriwai, “Well if I am a customer, I went to a shop to ask for the same treatment as my friend, and they told me no, I will also get upset.” I think your Customer Service Rep should study this course “Consumer behaviour”, which teaches you how to deal with customers, and the main strategy to remain your existing customers and get potential customers is, “study your customer and think on their sides”. But apparently your Retail Sales Rep have better education and great attitude and a logical thinking, and he is the only one I’m willing to talk further.3.        Your staff Toriwai, I don’t trust him as James spent half hour to make him understand that if Vodafone refunded my ex boyfriend, they should be fair to me at the same time and not refuse to refund me. For such a simple case but it took him half hour to understand, plus I’ve already told Srone and Sokko that after been got upset with two of your managers and many of your staff, I expected my case to be handled by a senior manager, why this Toriwai assist to take it over? And after speaking to many staff and managers, my case has been forwarded to any senior staff yet.4.        I couldn’t use my phone to contact my friends and can’t even let them know that my phone has been barred, I already went for Telecom. As you know my cell phone is the only number for my boss, my family and my friend to contact me. I’m doing two jobs and study as well, do you think I have time to waste on you everyday? I could have done this in the last 3 month as my mates suggested, but I wished to get calls back from you and sort out my bill, at last you didn’t give me this chance and made it worse, so, I will see you on court or newspaper to discuss this issue then.  Regards,Xiaoyan Ni

Edit RC: Removed surnames of employees.
 

 

 

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Xiaoyan

4 posts

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  #114374 3-Mar-2008 18:33
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Hi everyone,

I've sent those two letters, but none of them have been forwarded to even a senior manager. Do you still trust Vodafone's service? Do you think they were right even for a little bit? Do you think I should pay for those bills?


Xiaoyan

ajobbins
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  #114389 3-Mar-2008 19:46
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Ah, I don't thing Vodafone should be accountable for your mistakes.

If you have a credit limit and go over it, Vodafone are quite right to restrict your access. Just becuase they may not have dont it in the past doesnt mean they wont, or shouldnt do it now.

The fact you got a credit for a call that you made without first checking the price off is an example of great customer service by Vodafone. They don't owe you anything. The fact that one CSR gave you more of a credit than the other probably just means the first person you got was probably more generous to you than they should have been.

I'd also remove your cell number for that post ASAP.


tonyhughes
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#114412 3-Mar-2008 20:29
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You went over your credit limit, and got disconnected.
Solution: Don't go over your credit limit - its there for a reason.

You made assumptions about prices without checking first (20 mins sucks, but you can't just 'assume' prices then moan when you are wrong).
Solution: Don't assume you know pricing 30 seconds after you clearly knew you didn't.

CEOs don't often deal with customer complaints personally, especially ones like this where the customer is actually in the wrong. Imagine that - the CEO of a large company dealing with customer complaints. If they dealt with ten of you a day, how would they run the company?? There is process around complaints - and going to the CEO is NOT one of them!

Remove your cell number from the post, or you will start getting messages and calls you don't want.









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  #114416 3-Mar-2008 20:35
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Can you please remove their duplicate post of this too Tony.

Edit: Seems you already did. Nice

sillybilly
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  #114424 3-Mar-2008 20:50
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um yeah, i dont wanna open a can of worms but I think this has all been caused by miscommunication.

It would seem as though You and Vodafone may not have been communicating very well, if not at all, and
you may also need to get somebody to write a letter on your behalf?

I read the complaint from top to bottom and got lost after the 2nd sentence!!!

Have you laid an "official" complaint with Vodafone??

I personally dont think that the complaint is valid, but if I were you I would get someone to write a letter on behalf
so that there are no misunderstandings, and lay an "Official" complaint.

My 2c

Xiaoyan

4 posts

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  #114426 3-Mar-2008 20:51
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Didn't you get my point? Didn't you read the whole letters?

I was even happy when they said credit me $10 instead of $78.

I was upset not because of this bloody call, but all of those poor services after.

ajobbins
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  #114429 3-Mar-2008 20:58
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Xiaoyan: Didn't you get my point? Didn't you read the whole letters?

I was even happy when they said credit me $10 instead of $78.

I was upset not because of this bloody call, but all of those poor services after.


Based on what you have written (And bare in mind, this is without hearing Vodafones side of the story) I would pretty conclusively say that you are the one at fault here. Read my and Tony's responses above.



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  #114448 3-Mar-2008 21:48
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I thought I might put my $0.10 in...

  • If you are able to access the Manage My Account section, then you should be able to access the call pricing and promotions pages.
  • In addition, self imposed credit limits will cause loss of service if you exceed it. If you do it regularly, you should look either changing the limit (if thats possible) or removing it.
  • Charging to 027's are fairly straightforward. As 027 typically means 'Telecom', unless they have ported the number to Vodafone. However the opposite can also apply. It pays to ask your friends or text their number to 300 first (its free on both Vodafone and Telecom).
  • I agree with a previous poster that this is largely based from miscommunications.
Some pointers though:
summaries
I've been in your position before and can fully understand your frustrations. The thing that would probably be most helpful in your case will be to  your key issues.

For instance:
  • You were charged xx dollars instead of yy dollars for making an international call on the dd/mm/yy at hh:mm
  • The credit limit bar caused significant pain
And then write what you'd think is a fair and reasonable resolution
For instance for the credit bar: "I would like the credit bar increased to $150 so it doesn't catch me out again".

You'll find that by doing this, it makes things much more simplier and is going to be recieved much more easily by the guys and girls at Vodafone. They might not be able to credit you for the calls, but by breaking things done and not getting emotionally involved they'll be able to assist or explain the situation much easier.

Noting case numbers, employee numbers/identifiers (at Telecom, its called a T number... Vodafones a V number???) help build your case and establish how long and who you've been talking to.

If they don't assist you, make it an official complaint. Its a great way to test the TDF.





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chiefie
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  #114465 3-Mar-2008 22:37
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You should really get someone to rewrite your complaint and forward it to Vodafone as official complaint. If this is critical and severe enough, get a lawyer or seek CAB's help.

Not being racist here (as I'm Asian too), but what you wrote out in your first post largely will not bring any solution or resolving anything as you did not communicate in detailed and clear way. It was hard to read and the whole thing doesn't seem to structure right at all.

You at best get ones' attention to few paragraphs before the reader gets lost and fed and filed it under "unclear" box and never get seen again. As some have suggested above, restructure your case in clear and detailed way, make each case detailed and bring in each case by case. Put your suggestion of how you would like to be compensated and in reasonable and realistic negotiation. Also, check on whether really it is Vodafone's fault, or your lack of understanding of the matter when it first occured. You cannot blame Vodafone for your lack of knowledge even if it may take a while to get the answer. Assumption is the mother of all f**ked up. That saying goes a long way and along with many other things and it holds true.

Now, not to take another stab as your wound... if the call was urgent, and it does cost quite a bit for calling from cellphone (this is a common knowledge)... won't it be wiser to get a cheap-call card and use landline to call? Regardless how great a deal is/was at the time, calling from cellphone to cellphone never been cheap, especially international phone calls!!! Perhaps you are still pretty young with cellphone usage, or taking the use of cellphone as granted, but do let this be a lesson to you and your friends that, don't assume anything until you can confirm the truth. Don't take things as granted as they never seem so, double check to save you trouble.

Sorry to say all the above, and not leaving you any good solution. So far we only heard half of the story. If/When we do hear from Vodafone's defence, we can only consider that you have misunderstood the situation.




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johnr
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  #114475 3-Mar-2008 22:58
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My 2 cents worth. The ads on tv 'radio' bill boards and the website have clearly stated $2 for 30 minutes to landlines.

heavenlywild
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  #114479 3-Mar-2008 23:06
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I once made a complaint to Vodafone. I sent it via postmail as well as e-mail. I think the standard e-mail did the trick (as they responded within hours!).

So if you would like to complain, go through the right channels.

<Aside> Oh hello, my 400th post:) </Aside>

ninjabear
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  #114533 4-Mar-2008 11:51
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Uh is it me or the grammar is pretty poor?The first paragraph is confusing to read

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  #114536 4-Mar-2008 12:03
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I'm quite upset

i don't understand what he's complaining about because the story is so confusing to read and so hard to understand

mikal
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  #114597 4-Mar-2008 16:21
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Maybe we should make a "How To guide for complaing to Vodafone"

So people don't waste their time making 2 page long complaints that will never get read ?

Xiaoyan

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  #114609 4-Mar-2008 16:51
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cokemaster: I thought I might put my $0.10 in...

  • If you are able to access the Manage My Account section, then you should be able to access the call pricing and promotions pages.
  • In addition, self imposed credit limits will cause loss of service if you exceed it. If you do it regularly, you should look either changing the limit (if thats possible) or removing it.
  • Charging to 027's are fairly straightforward. As 027 typically means 'Telecom', unless they have ported the number to Vodafone. However the opposite can also apply. It pays to ask your friends or text their number to 300 first (its free on both Vodafone and Telecom).
  • I agree with a previous poster that this is largely based from miscommunications.
Some pointers though:
summaries
I've been in your position before and can fully understand your frustrations. The thing that would probably be most helpful in your case will be to  your key issues.

For instance:
  • You were charged xx dollars instead of yy dollars for making an international call on the dd/mm/yy at hh:mm
  • The credit limit bar caused significant pain
And then write what you'd think is a fair and reasonable resolution
For instance for the credit bar: "I would like the credit bar increased to $150 so it doesn't catch me out again".

You'll find that by doing this, it makes things much more simplier and is going to be recieved much more easily by the guys and girls at Vodafone. They might not be able to credit you for the calls, but by breaking things done and not getting emotionally involved they'll be able to assist or explain the situation much easier.

Noting case numbers, employee numbers/identifiers (at Telecom, its called a T number... Vodafones a V number???) help build your case and establish how long and who you've been talking to.

If they don't assist you, make it an official complaint. Its a great way to test the TDF.



Hey, there was never a limit on my account anyway so I dont need to increase it.

Anyway their manager replied me today and here's the vodafone side story: they did charge me wrong as I suspected, they said my situation never happened before,and they apologised and refunded that.

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