Geekzone: technology news, blogs, forums
Guest
Welcome Guest.
You haven't logged in yet. If you don't have an account you can register now.




10 posts

Wannabe Geek


#234916 9-May-2018 13:05
Send private message

So I am going to write a long story about my experience in moving from Spark to Vodafone.

 

Sometime back in March 1st week I had a call from Vodafone Outbound Sales, They offered me a really a good deal on my Fibre Max Plan. Intially he insisted i go for 100 MB plan as that enough for most but i denied and asked for Fibre Max. He offered me Unlimited Fibre Max with Voice for $99.99 with 3 months free and 24 months contract. I advised him i need to time to think as i was already in contract with Spark. I asked him to call me back in 2-3 days time.

 

After doing my Math i figured this is a good deal and i should move. I was saving few $$$ even after paying disconnections fees to Spark. I was waiting for the call back which never happened so i called the Vodafone Sales Team and advised what i was offered and they said they can honour the deal and signed me up. They also advised me that the 3 free months will only start from 2nd Billing Cycle.

 

5 mins after i signed up i looked online on Vodafone website and they were offering 4 months free with 12 month free Neon. I called back straight away and asked that why i am not getting same deal. After discussion the person said that he will be able to offer me the same deal but 1 extra month and Neon Code will need to be loaded manually after my account was provisioned. He said he will keep an on my account and once it is provisioned he will load those one.

 

4 days after my account was moved over and provistioned i receive an invoice from Vodafone for $121.15. Cost of plan wasnt $99.99 which was promised but i thought lets wait for another month. So start of May I get an invoice for $119.99 which is $20 more than i was promised and no free month started yet. I didnt receive any email from the 2nd person i spoke about extra month credit and neon code.

 

I decided to discuss this with Sales Team of Vodafone who signed me up and not the billing team.

 

1st Call 8th May Waited approx 10 mins for talk. Person answers the call and as soon i advise this about the free months i havent received she tells me "Please hold" next miute i am back on the IVR.

 

2nd Call 8th May again approx 12-14 mins wait and Same Behaviour back on the IVR.

 

3rd Call 8th May I asked the person who answered if she is going to dump back to IVR or not as i wanted to discuss my billing issue with Sales Team as there must be something wrong on the sign up process. She says "Please Hold" and i was back to IVR.

 

4th Call I asked to talk to Sales Team Leader. After explaining what happened in last 3 calls he apologied and advised me that he will be the last person i will be talking to. He could see the note from original sign up that i was offered 3 months free but the 2nd person i spoke to on sign up day didnt leave any notes behind. By this time i was quite unhappy and angry as Vodafone hasn't honoured the deal at all.

 

I also wanted to make sure i was only getting charged $99.99 every month from now on and not $119.99. After few arguments, the Team Leader said he will do the 4 months credit and also $40 extra what i have already paid so far. I asked him what about Neon Code and than he said he will have to talk to his manager for which he put me on hold and few minutes later he advised me that he will have escalate my issue to other department which handles Neon Code and all the Note about 4 Months Free and Neon are on the account now.

 

I didnt realise i was transfered to Retention Team and here the lady tell me that the Previous Person hasnt left a note about 4 Months Fre and Free Neon. I advised her that was the coversation we had and to go back and check. During whole conversation with her she made me felt like i was lying and no one has ever offered me that deal.

 

Finally i told her Vodafone hasn't kept their side of deal by offering me even 3 months free and $99.99 a month and for that reason remove the contract from my account so that i can take my business some where else.

 

GOOD BYE VODAFONE. IT WAS A BIG MISTAKE.


View this topic in a long page with up to 500 replies per page Create new topic
 1 | 2
6710 posts

Uber Geek

Trusted
Lifetime subscriber

  #2012673 9-May-2018 13:21
Send private message

@Demeter @mikehales Should also follow-up on this

 

John


2443 posts

Uber Geek

Trusted

  #2012692 9-May-2018 13:57
Send private message

Sounds pretty similar to my experience with Vodafone recently. Their customer service is seriously screwed


 
 
 
 


709 posts

Ultimate Geek

Trusted
Vodafone NZ

  #2012716 9-May-2018 14:18
Send private message

This is definitely a less than ideal customer experience, and I'm really sorry you had to go through that. If it's not too late, I can follow up or at the very least provide feedback about your case. If you're up to it, please send me a private message with your customer account number, full name and contact info and I will get in touch with our sales team about this.







10 posts

Wannabe Geek


  #2012723 9-May-2018 14:40
Send private message

I havent Signed up with anyone yet as i am looking at my options. I will send you a PM.


5440 posts

Uber Geek


  #2012879 9-May-2018 19:18
Send private message

What a load of crap, is that seriously their view of how to run a customer service team? I'm getting angry just reading it!


Baby Get Shaky!
1677 posts

Uber Geek

Trusted
Subscriber

  #2012963 9-May-2018 21:07
Send private message

Demeter:

 

This is definitely a less than ideal customer experience, and I'm really sorry you had to go through that. If it's not too late, I can follow up or at the very least provide feedback about your case. If you're up to it, please send me a private message with your customer account number, full name and contact info and I will get in touch with our sales team about this.

 

 

Not to hijack but a quick related question: when you signup with X months free is that straight off the bat or, as OP was told, do you have to pay the first month then get the free period?




10 posts

Wannabe Geek


  #2012964 9-May-2018 21:11
Send private message

Thats what i have been told which actually makes little sense as when they provision your account you might get charged for part of the month.


 
 
 
 


6615 posts

Uber Geek
Inactive user


  #2012965 9-May-2018 21:12
Send private message

quickymart:

 

What a load of crap, is that seriously their view of how to run a customer service team? I'm getting angry just reading it!

 

 

 

 

Fraud is a good word for it. 


6615 posts

Uber Geek
Inactive user


  #2012966 9-May-2018 21:13
Send private message

BullsEye:

 

Thats what i have been told which actually makes little sense as when they provision your account you might get charged for part of the month.

 

 

Pro rate charging is completely normal. Don't be put off by it.


2443 posts

Uber Geek

Trusted

  #2012973 9-May-2018 21:27
Send private message

kingjj:

 

Demeter:

 

This is definitely a less than ideal customer experience, and I'm really sorry you had to go through that. If it's not too late, I can follow up or at the very least provide feedback about your case. If you're up to it, please send me a private message with your customer account number, full name and contact info and I will get in touch with our sales team about this.

 

 

Not to hijack but a quick related question: when you signup with X months free is that straight off the bat or, as OP was told, do you have to pay the first month then get the free period?

 

 

That was my experience. First bill was for 1 month plus a couple of days. Second month was in credit as they applied a credit with dollar value equivalent to six months of charges. Wasn't well communicated - certainly not on the order confirmation email.

 

Goodness knows why they have to do it that way - you're under contract to them so what difference does it make?


6615 posts

Uber Geek
Inactive user


  #2013068 10-May-2018 07:54
Send private message

nickb800:

 

kingjj:

 

Demeter:

 

This is definitely a less than ideal customer experience, and I'm really sorry you had to go through that. If it's not too late, I can follow up or at the very least provide feedback about your case. If you're up to it, please send me a private message with your customer account number, full name and contact info and I will get in touch with our sales team about this.

 

 

Not to hijack but a quick related question: when you signup with X months free is that straight off the bat or, as OP was told, do you have to pay the first month then get the free period?

 

 

That was my experience. First bill was for 1 month plus a couple of days. Second month was in credit as they applied a credit with dollar value equivalent to six months of charges. Wasn't well communicated - certainly not on the order confirmation email.

 

Goodness knows why they have to do it that way - you're under contract to them so what difference does it make?

 

 

 

 

Quite a few people will sign up then flake off and Vodafone will never see their money, Sorta puts some skin in the game.. My thoughts atleast. 


Baby Get Shaky!
1677 posts

Uber Geek

Trusted
Subscriber

  #2013209 10-May-2018 10:43
Send private message

Coil:

 

nickb800:

 

kingjj:

 

Demeter:

 

This is definitely a less than ideal customer experience, and I'm really sorry you had to go through that. If it's not too late, I can follow up or at the very least provide feedback about your case. If you're up to it, please send me a private message with your customer account number, full name and contact info and I will get in touch with our sales team about this.

 

 

Not to hijack but a quick related question: when you signup with X months free is that straight off the bat or, as OP was told, do you have to pay the first month then get the free period?

 

 

That was my experience. First bill was for 1 month plus a couple of days. Second month was in credit as they applied a credit with dollar value equivalent to six months of charges. Wasn't well communicated - certainly not on the order confirmation email.

 

Goodness knows why they have to do it that way - you're under contract to them so what difference does it make?

 

 

 

 

Quite a few people will sign up then flake off and Vodafone will never see their money, Sorta puts some skin in the game.. My thoughts atleast. 

 

 

Cool beans. Would have been nice to be told this at signup or in the initial emails. At least the interwebs been rock solid so far.


644 posts

Ultimate Geek

Trusted

  #2013293 10-May-2018 12:23
Send private message

I by habit ask for any offer to be emailed. Makes it nice and easy to quote. Vodafone staff will do this. I had last years from Retention to use when talking with them this year.


6615 posts

Uber Geek
Inactive user


  #2013340 10-May-2018 12:37
Send private message

kingjj:

 

Coil:

 

nickb800:

 

kingjj:

 

Demeter:

 

This is definitely a less than ideal customer experience, and I'm really sorry you had to go through that. If it's not too late, I can follow up or at the very least provide feedback about your case. If you're up to it, please send me a private message with your customer account number, full name and contact info and I will get in touch with our sales team about this.

 

 

Not to hijack but a quick related question: when you signup with X months free is that straight off the bat or, as OP was told, do you have to pay the first month then get the free period?

 

 

That was my experience. First bill was for 1 month plus a couple of days. Second month was in credit as they applied a credit with dollar value equivalent to six months of charges. Wasn't well communicated - certainly not on the order confirmation email.

 

Goodness knows why they have to do it that way - you're under contract to them so what difference does it make?

 

 

Quite a few people will sign up then flake off and Vodafone will never see their money, Sorta puts some skin in the game.. My thoughts atleast. 

 

 

Cool beans. Would have been nice to be told this at signup or in the initial emails. At least the interwebs been rock solid so far.

 

 

 

 

Don't quote me on it but if I were offering my services for free with some lovely catchey sign ups I'd want the user to have some commitment.

I recall a certain Large Pipe that offered free service on sign up with no contracts and I could only imagine from the people I spoke with the numbers of instant churns the day before the bill arrived, Oh ya also that they were giving away free playstations and a way to get one was just by signing up and using it a month for free and churning.

Can't say I did it myself twice.... 


Baby Get Shaky!
1677 posts

Uber Geek

Trusted
Subscriber

  #2013360 10-May-2018 13:16
Send private message

Coil:

 

**SNIP**

 

Don't quote me on it but if I were offering my services for free with some lovely catchey sign ups I'd want the user to have some commitment.

I recall a certain Large Pipe that offered free service on sign up with no contracts and I could only imagine from the people I spoke with the numbers of instant churns the day before the bill arrived, Oh ya also that they were giving away free playstations and a way to get one was just by signing up and using it a month for free and churning.

Can't say I did it myself twice.... 

 

 

I hear ya there. No qualms with paying for the first month it'd just be nice to be told as such. Communication is the key to a good relationship, something a few large providers often lack.


 1 | 2
View this topic in a long page with up to 500 replies per page Create new topic




News »

Pre-orders for Huawei MateBook 13 open now
Posted 14-Aug-2020 14:26


Freeview On Demand app launches on Sony Android TVs
Posted 6-Aug-2020 13:35


UFB hits more than one million connections
Posted 6-Aug-2020 09:42


D-Link A/NZ extends COVR Wi-Fi EasyMesh System series with new three-pack
Posted 4-Aug-2020 15:01


New Zealand software Rfider tracks coffee from Colombia all the way to New Zealand businesses
Posted 3-Aug-2020 10:35


Logitech G launches Pro X Wireless gaming headset
Posted 3-Aug-2020 10:21


Sony Alpha 7S III provides supreme imaging performance
Posted 3-Aug-2020 10:11


Sony introduces first CFexpress Type A memory card
Posted 3-Aug-2020 10:05


Marsello acquires Goody consolidating online and in-store marketing position
Posted 30-Jul-2020 16:26


Fonterra first major customer for Microsoft's New Zealand datacentre
Posted 30-Jul-2020 08:07


Everything we learnt at the IBM Cloud Forum 2020
Posted 29-Jul-2020 14:45


Dropbox launches native HelloSign workflow and data residency in Australia
Posted 29-Jul-2020 12:48


Spark launches 5G in Palmerston North
Posted 29-Jul-2020 09:50


Lenovo brings speed and smarter features to new 5G mobile gaming phone
Posted 28-Jul-2020 22:00


Withings raises $60 million to enable bridge between patients and healthcare
Posted 28-Jul-2020 21:51



Geekzone Live »

Try automatic live updates from Geekzone directly in your browser, without refreshing the page, with Geekzone Live now.


Support Geekzone »

Our community of supporters help make Geekzone possible. Click the button below to join them.

Support Geezone on PressPatron



Are you subscribed to our RSS feed? You can download the latest headlines and summaries from our stories directly to your computer or smartphone by using a feed reader.

Alternatively, you can receive a daily email with Geekzone updates.