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110 posts

Master Geek


# 22173 19-May-2008 13:13
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I have a business that I have a Vodafone N95 for. In November I moved offices and for a short time in December was without internet access - so I used my cellphone for some emails etc. Used approx 170mb of data, so not a huge amount.

Turns out that because I didn't have a dataplan - I htought I did, they charged me at $10 per mb. Total charge just for this was $1762. Then they did the same again in Feb as I needed to use it when at a clients premises to show them some quotes etc.

$10 a mb ffs.

When my accountant finally got round to showing me at the end of last month I decided to query it with their customer services. Turns out they are in Egypt, and have little or no inclination to help clients out. I spoke to someone on the 2nd May, and each time I called them they said someone would call me within 48 hours. Funnily enough I never heard from them.

So I ring again, and again and again. Each time talking to someone in Egypt.

I finally somehow found a number to call here in NZ and the person told me that although they had verbally told me I'd be called, they had put in the system that I wouldn't. She was actually the only person from Vodafone thatI have spoken to that has been helpful.

In the end she agreed to refund all but $150 of the December bill but none of the February bill, which annoyed me somewhat. I thought she was going to confirm that day, but again I had no response, so I called the next day. Only to get told by a lady called Katrina that I hadn't spoken to the lady the day before and that I was basically making it up.

I finally pursuaded her to talk to the other lady who confirmed that I had in fact talked to her and that I'd be contacted later that day.

Yet again no-one called me.

Spoke to someone the next day and finally got a bit of closure, but still not to the level I wanted.

IN short, vodafone in NZ are one of the worst, if not THE worst company I have ever dealt with. They have little or no idea how to achieve decent customer service and have people calling their clients liars. The thing that annoys me most, is that I would much prefer to use vodafone simply because I prefer their phones, but at this moment in time I can't see that ever happening.

So, anyone who reads this, please be sure to check if you have a data charge before using it, otherwise you're in for a torrid time.

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  # 131767 19-May-2008 13:44
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Personally I would have checked first before I go on a spree. I ensured I had my data plan activated before I played on my treo, now jasjam.

In any business, assumption is a big contribution of a rather costly stuff up. My 2c.

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  # 131776 19-May-2008 14:28
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While I agree there are no excuses for poor service - and I hear and read more about bad help desk services from Vodafone than good ones - you should make sure there was a data plan.

The fact that the first bill was rather large should have set an alarm from your accountant, preventing you usingit for the next month - I think that's why the Vodafone rep would refund one month but not another.

Back to the bad services, every time someone complain about Vodafone is because a service rep did not take note of something and the customer had to call again, and again. And again.





 
 
 
 


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Geek


  # 131778 19-May-2008 14:35
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Outsourcing customer service to make more profit is fine as long as the businesses follow strict guidelines. Customers expect prompt response and polite behaviour at least when calls are made.   

Hope there is some sort of monitoring in place in the local countries where these multi nationals open up shops and it is not someone sitting in a remote luxury island monitoring service to only the businesses from most profitable countries and ignore the less profitable customers grievances.


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  # 131783 19-May-2008 14:56
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Has the December amount been credited? I think you should be eternally grateful to Vodafone for that well beyond the call of duty gesture.

Pity they stuffed it up by having atrocious customer service! I had a great customer service experience a few weeks back which had restored my faith big time but this doesn't sound so good!



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Master Geek


  # 131811 19-May-2008 16:24
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Yeah I should have checked, and hindsight is a wonderful thing. HOwever, I was also under the impression that when I signed up for the plan that there was a credit limit on there - I'm sure I remember someone telling me that.

Which would also have alerted me to the fact that the charges were shocking.

The refund is in the process - you'll find that they do this on a regular basis - they term it "Bill SHock" - where they charge extortionate amounts, then refund a big part of it. I've heard of it from a number of people since my experience.

As for the service, I'm so staggered it's just not funny. And to be basically calle a liar was just not called for.

Although I am thinkful for one thing - they pput me onto Telecom where I got an Okta Touch. Which suits my business perfectly. And will be great once I know all it's features.

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  # 131818 19-May-2008 16:35
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I have also been stung by the same thing or more to the point my wife got stung, however I rang and once I got through the lady did refund the amount and set up a data plan, I picked it up the first month so wasn't to bad but the bill was a huge shock as it was huge, so my only comment would be $10mb is a huge huge difference in Data Plans and no data plan would be nice for all the people that suddenly get a data capable phone  and use it for the first time don't get such a nasty shock with such a huge difference.    




Yes I am a employee of WxC (My Profile) ... but I do have my own opinions as well Wink

             

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  # 131833 19-May-2008 17:17
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maverick: I have also been stung by the same thing or more to the point my wife got stung, however I rang and once I got through the lady did refund the amount and set up a data plan, I picked it up the first month so wasn't to bad but the bill was a huge shock as it was huge, so my only comment would be $10mb is a huge huge difference in Data Plans and no data plan would be nice for all the people that suddenly get a data capable phone and use it for the first time don't get such a nasty shock with such a huge difference.


Time for a new challenge maverick - WxC mobile?

I've also been stung by this but caught it in the first month - my partner's mobile had some weird data charges on it so I disabled data and all is fine now.  The CSR also gave me a refund which was nice.

I think it all depends on the CSR you get - luck of the draw unfortunately.

 
 
 
 


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  # 131834 19-May-2008 17:17
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Also, $1/Mb in Australia on a data plan - really Vodafone??

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  # 131895 19-May-2008 20:14
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nate:
Time for a new challenge maverick - WxC mobile?



Yeah, good idea..
Wxc Mobile with a decent data plan for mobiles as part of it to go with our existing VFX and Fusion  

Its got my vote as well maverick !! 

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  # 131918 19-May-2008 21:27
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cafeg:
nate:
Time for a new challenge maverick - WxC mobile?



Yeah, good idea..
Wxc Mobile with a decent data plan for mobiles as part of it to go with our existing VFX and Fusion  

Its got my vote as well maverick !! 

Not for some time yet, but I suspect it will be in their (longer term) plans.
http://www.geekzone.co.nz/forums.asp?ForumId=65&TopicId=21088




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Master Geek


  # 132054 20-May-2008 15:15
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OK I have had a cople of conversations with vodafone's Escalation Manager, who couldn't have been more helpful.

He agreed that my service from them was poor and that my query could and should have been sorted out if not on the first call but certainly on the 2nd call.

A most satisfactory outcome.


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  # 132056 20-May-2008 15:16
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Xt1ncT: OK I have had a cople of conversations with vodafone's Escalation Manager, who couldn't have been more helpful.

He agreed that my service from them was poor and that my query could and should have been sorted out if not on the first call but certainly on the 2nd call.

A most satisfactory outcome.



Good news, are you still moving to the dark side though? Cool



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Master Geek


  # 132104 20-May-2008 17:02
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zocster:
Xt1ncT: OK I have had a cople of conversations with vodafone's Escalation Manager, who couldn't have been more helpful.

He agreed that my service from them was poor and that my query could and should have been sorted out if not on the first call but certainly on the 2nd call.

A most satisfactory outcome.



Good news, are you still moving to the dark side though? Cool
I will probably end up with both phones for now at least - the Okta Touch is on a contract IIRC, whereas the N95 isn't - plus I really like some of the other Vodafone products and I'm a sucker for new gadgets and I wouldn't put it past me to get an iphone when they arrive here officially.

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Master Geek
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  # 132169 20-May-2008 20:59
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So, anyone who reads this, please be sure to check if you have a data charge before using it, otherwise you're in for a torrid time.


To me, that whole sentence sums it up. Don't assume you have something. If you'ld checked, would have avoided the high charges and would have had no need for Vodafone to credit you $1700 for your assumption. Don't mean that in a nasty way at all, I've been stung myself by assuming something I shouldn't so meant more as a "we can all do with reminding" sense.

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