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1497 posts

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Topic # 215017 8-Jun-2017 16:04
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So I get a phone-call from a nice man at Vodafone asking if I want to go on contract for another 12 months and VF will give me $xx credit and a 12 months free Neon subscription.

 

Seems an OK deal, so I said “Yeah, why not.”  Nice man says he’ll send me an email in the next 10-15  minutes.

 

Promised email doesn’t arrive. Several chase-up phone calls later, my account definitely shows that I’ve accepted the ‘contract’ and the credit has been applied.  (I'm on customer-zone so can’t check balance in real-time, next billing-cycle will reveal all I guess).  Promised email finally gets to me confirming the credit in writing and a Neon promo-code.  This promo-code looks suspiciously like the one I had received from VF a few weeks for a 90 day trial for being a good customer (apparently).

 

I sign up to Neon, thinking that perhaps the promo-code gets combined with my account number and it will know to give me a year.  Nada, Neon subscription is set to expire in 90 days  (but at least it didn’t want a credit-card number so it doesn’t start charging me automatically).

 

I sent a couple of emails to the nice woman who I got the confirmation from to query this.  No reply.

 

I get on the phone again today to be told by the VF rep, “Our apologies, the Neon is for 90 days only.  There are no 12 month promos”.

 

I expressed my dissatisfaction but decide to suck it up, the account credit is worth it, and I have no compelling reason to change provider (yet!!).

 

Then speaking to a colleague today he has just received an email from Vodafone promising him 12 months free Neon if he signs for another year.

 

What gives, Vodafone?  IS the 12 months free Neon for re-signs real or not?

 

 

 

TL;DR I was promised 12 months free Neon and only got three.






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487 posts

Ultimate Geek
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Vodafone NZ

  Reply # 1796778 8-Jun-2017 16:10
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Sorry about that, please message me with your account number and I can look into it. The NEON code you were sent could only be applied once a previous once had expired i.e. doesn't overwrite but if you're new to NEON, should have been 12.





Channel Manager, Help & Support @ Vodafone NZ




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  Reply # 1796788 8-Jun-2017 16:18
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Thanks Mike.

 

PM sent.

 

i appreciate the prompt response.

 

On a positive note, phone wait times to the contact centre have been virtually nil.






 
 
 
 


487 posts

Ultimate Geek
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  Reply # 1796789 8-Jun-2017 16:20
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That's good news, thanks, have asked the question re NEON





Channel Manager, Help & Support @ Vodafone NZ




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  Reply # 1796817 8-Jun-2017 17:03
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Thanks to Mike for fixing this quick smart.  We're all good for the year now.

 

 

 

I do think some education of contact centre staff and procedure review would be of benefit though.  Build a fence at the top of the cliff rather than needing an ambulance at the bottom.






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Ultimate Geek
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  Reply # 1796819 8-Jun-2017 17:05
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Agree





Channel Manager, Help & Support @ Vodafone NZ


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