cokemaster: Playing the devils advocate here. Could this be a good thing? Wouldn't $1 per call/issue mean that Vodafone would receive less calls / be able to hire more staff which means that people calling for genuine cases would receive better service? Particularly if there were saving to be made on call costs.
*ducks the eggs*
I have to agree that I think this should bring better service for genuine queries. If you weed out all of the low level calls that people could easily find out themself then you can better train your CSR's to deal with more complex queries.
That said, customers do (And should) expect a minimum level of service for what they pay. If Vodafone had been doing this since day 1 I think it would be acceptable, however lowering the bar now is just bad business.