Vodafone fails to honour agreement now impossible to reach

Forums › One New Zealand (including Vodafone, WxC, Farmside) › Vodafone fails to honour agreement now impossible to reach

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29 posts

Geek

#2040605 19-Jun-2018 16:18

As the OP, I am quite heartened by the comments here that show I am not alone in having a hard time getting hold of Vodafone and sorting out the contract. I'm one of those old-fashioned people who usually hate complaining. I reckon its a Kiwi fault; Americans or Germans would never put up with bad service. Kiwis often just make a mental note to avoid something or somewhere in future and tell others, but don't complain. Do you agree?

I don't have time for social media so that's not an option, thanks anyway for the suggestion.

We actually joined Telstra Clear, as it then was, in the early 90s because we wanted to support an alternative to Telecom, which at the time was monopoly hellbent on laying people off while raking in handsome bonuses for its top executives.

The telecoms companies are what they are. We have to deal with them. In this age of instant feedback, however, and in a competitive market, it would be nice to think companies actually listened to their customers and acted on their suggestions to provide better service -- and encourage customer loyalty.

In the meantime, something else that may be helpful is any advice on getting hold of a real person straightaway by phone without having to go through the labyrinthine menu system.

MightyApe

You will find anything you want at MightyApe (affiliate link).

DJK01

29 posts

Geek

#2044106 26-Jun-2018 13:52

Well, we've just got the latest Vodafone bill and the company still hasn't charged us the amount originally agreed! For the second month after being assured one the phone the new amount would apply. And we have heard nothing about the promised new modem. Very disappointing and dishonest. Perhaps we should report to the Commerce Commission?

alasta

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#2044115 26-Jun-2018 14:06

Did you get anything in writing that would confirm the pricing that they were offering, or the term that you were committed for? Or was it all verbal?

DJK01

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#2044116 26-Jun-2018 14:08

Nothing in writing at all, no contract or t&Cs explained. It was all verbal but we did have confirmation via the Ninja online help service. Unfortunately we didn't take a screenshot.

alasta

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#2044119 26-Jun-2018 14:13

In that case I would suggest you take your business elsewhere and tell them that you never agreed to commit for 12 months. They have nothing to prove that you did.

Make sure that any further correspondence you have with them is in writing. If you speak to them on the phone then note the date/time and name of the call-taker and send them something in writing to summarise the conversation.

Linux

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#2044122 26-Jun-2018 14:20

@Mikehales Why is this so difficult? Don't send it off Shore for a fix get someone that knows what they are doing

John

DJK01

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#2044129 26-Jun-2018 14:35

My wife is just off the phone to the Vodafone help desk in the Philippines. Here's the story:

1) Vodafone apologised and said the new monthly charge would apply from next month. My wife said that was what we had been told last time but nothing had happened. And still no modem. She was then put through to someone senior.

2) The senior Vodafone person apologised again and explained that the new charge had only just been approved. When asked why, he explained that the local person who offered us the deal originally had to apply for approval. It appears some box had not been ticked correctly so it had taken a while (actually a couple of months).

3) Vodafone agreed to refund the extra amount paid so far and to charge the original agreed amount beginning next month.

4) Vodafone agreed to supply the new modem and pay for installation.

5) Vodafone said it would email confirmation of the agreement (not received so far).

6) Vodafone agreed it would be a good idea t notify customers when their contracts will expire and will be doing so in future.

All up a good outcome, but it has taken at least four phone calls.

Linux

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#2044137 26-Jun-2018 14:46

6) Bahahahahahahahahahahahahahahahahahahahahahahahahahahahahahahahahahahaha

You really fell for that one!!

John

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#2044141 26-Jun-2018 14:50

DJK01:

Nothing in writing at all, no contract or t&Cs explained. It was all verbal but we did have confirmation via the Ninja online help service. Unfortunately we didn't take a screenshot.

So you have 2 real options:

1. Leave and go to another telco, and fire off a bunch of letters to Voda explaining why youre leaving and expect to not be penalised. You will also need to change networks to not cable.

2. Use the Telco Disputes Forum (search for TDF). You have given reasonable opportunity for voda to engage without adequate response, TDF is an escalation forum to be used in the absence of responsiveness

Shift happens, but if they have stopped responding then your way is clear, if messy.

________

Antoniosk

Dairyxox

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#2044142 26-Jun-2018 14:52

7) Still get charged the wrong amount next month.

DJK01

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#2044147 26-Jun-2018 15:03

Like I said above, resolved (we hope).

Questions remain, like: How come the company can change contracts but don't send you any confirmation? How legally binding is that? We'll wait to receive email.

How can a local person offer customers a deal but then have to wait two months for it to be approved?

quickymart

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#2044169 26-Jun-2018 15:32

Left hand doesn't know what the right hand is doing, maybe?

antoniosk

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#2044180 26-Jun-2018 16:01

DJK01:

Like I said above, resolved (we hope).

Questions remain, like: How come the company can change contracts but don't send you any confirmation? How legally binding is that? We'll wait to receive email.

How can a local person offer customers a deal but then have to wait two months for it to be approved?

Sorry, We must have both been typing at the same time.

I've had a convo with Voda today for some of my services, and received email confirmation of what we discussed within 2 hours. Of course I wait to see it on the bill, but step in right direction.

________

Antoniosk

DJK01

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#2044183 26-Jun-2018 16:05

Thanks, I got a follow-up email survey, "How did we do?" but haven't filled it in yet, still waiting for confirmation email of contract from Vodafone.

quickymart

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#2044191 26-Jun-2018 16:29

This will sound awful, but I would never trust anything their call centre tells you unless I have it in writing. I've seen (and heard) of too many instances of the person on the phone saying to the customer something along the lines of "oh yes Sir, very sorry Sir, we will sort that out right now Sir, you'll never see that charge again Sir..." only for the charge to appear on the next bill.

Perhaps if their customer service team didn't try so hard to be your friend but actually did what you asked them to instead, their Facebook page would be less full of complaints - and there would be less need for people to create threads like this. Half the time it feels like they just tell you what you want to hear, ignore your request and hang up to get onto the next call, where they will do the exact same thing.

Like I said, in the old TCL days, there is a slim-to-nil chance this would have happened. Offshoring didn't exist (at TCL) back in those days, and it was markedly better.

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