Have a dispute with Vodafone? TDRS is your friend

Forums › Vodafone New Zealand › Have a dispute with Vodafone? TDRS is your friend

damianf

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Topic # 24650 30-Jul-2008 06:10

If you're like me and have been left feeling cheated and lied to by Vodafone then discover the service that they REALLY don't want you to know about:

http://www.tdr.org.nz/

TDRS is an excellent service that is long overdue. We may still be getting ripped off by our telcos, but at least we can now take disputes to them on a level playing field.

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Reply # 152599 30-Jul-2008 08:28

There are brochures in vodafone stores and also its on the vodafone website and its not just for vodafone your post is narrow minded. Carriers do not have to sign up. Vodafone has chosen to for its customers.

johnr

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Reply # 152602 30-Jul-2008 08:34

If you had searched the forums you would of found many regular users on geekzone know about the service.

damianf

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Reply # 152609 30-Jul-2008 09:09

Oh wow, thanks Johnr for correcting my narrow minded-ness. I feel so much better.

Actually anyone with half a brain would realise that, despite the fact that participation in the TDRS is volutary, tlecos such as Voda sign up only because of the PR backlash that would occur if they didn't.

Participants in the TDRS also agree to promote the service and inform their customers of its service, particularly when complaints occur. I have it on very sound informaiton that Telecom and Vodafone are two of the telcos that have done the least to promote this service, particularly considering their size and domination of the cellular market. I invite you to ring the TDRS and ask them if they think the promotion of their service (by the telcos) is satisfactory - no prizes for guessing what their response will be. Do you think maybe you could help them with their narrow minded-ness too?

I have made several complaints to Vodafone regarding service and misleading practices and not once did they inform me of the TDRS. Further Vodafone has one mention of the TDRS (and it is *buried* on their web site) and not one of the Vodafone or affiliate stores I have been in to has had brochures on display.

If Vodafone had 'chosen it for their customers' then why is it that they are not fufiling their obligations to promote the service (rather than just bury a mention to it on their web site).

Frankly johnr, I think it's clear who's being narrow minded. Again, no prizes for guessing the correct answer to this one.

VFNZPaulBrislen

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Reply # 152616 30-Jul-2008 09:39

Damianf, I think you'll find that Vodafone worked with the TCF to develop the code for the TDR process. We're hardly hiding it - in fact we're very proud of the work that we put in to the code.

However, the TDR is not and should not be the first port of call for anyone with a dispute with any telco. Instead, you should work through the process with the telco in question and only go to the TDR should the dispute not reach a resolution all parties are happy with.

Anyone who wants to have a look at the code can find it here.

The TDR has recently put out its first quarterly report which you can read here.

Cheers

Paul

Paul Brislen
Head of Corporate Communications
Vodafone

http://forum.vodafone.co.nz

gehenna

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Reply # 152618 30-Jul-2008 09:43

damianf, you're coming across a bit silly, you might want to quit while you're behind.

johnr

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Reply # 152626 30-Jul-2008 10:13

damianf: Oh wow, thanks Johnr for correcting my narrow minded-ness. I feel so much better.

Actually anyone with half a brain would realise that, despite the fact that participation in the TDRS is volutary, tlecos such as Voda sign up only because of the PR backlash that would occur if they didn't.

Participants in the TDRS also agree to promote the service and inform their customers of its service, particularly when complaints occur. I have it on very sound informaiton that Telecom and Vodafone are two of the telcos that have done the least to promote this service, particularly considering their size and domination of the cellular market. I invite you to ring the TDRS and ask them if they think the promotion of their service (by the telcos) is satisfactory - no prizes for guessing what their response will be. Do you think maybe you could help them with their narrow minded-ness too?

I have made several complaints to Vodafone regarding service and misleading practices and not once did they inform me of the TDRS. Further Vodafone has one mention of the TDRS (and it is *buried* on their web site) and not one of the Vodafone or affiliate stores I have been in to has had brochures on display.

If Vodafone had 'chosen it for their customers' then why is it that they are not fufiling their obligations to promote the service (rather than just bury a mention to it on their web site).

Frankly johnr, I think it's clear who's being narrow minded. Again, no prizes for guessing the correct answer to this one.

Damianf I went to the www.vodafone.co.nz and typed in the word " complaint " first link from the list

http://www.vodafone.co.nz/help/complaints/

Please read and tell me what you see and you think thats hidden!

John

johnr

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Reply # 152627 30-Jul-2008 10:15

gehenna: damianf, you're coming across a bit silly, you might want to quit while you're behind.

Wise words

damianf

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Reply # 152628 30-Jul-2008 10:18

Hardly promoting the service, though, is it?

mikal

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Reply # 152635 30-Jul-2008 10:38

So you've used the service?
Why should CS reps be promoting this service to customers? Its like them telling you to go to the Commerce Commission to complain about a breach of the FTA...
So if your running a business you'd tell your staff to tell customers to seek independent legal advice if a resolution could not be met?

gehenna

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Reply # 152637 30-Jul-2008 10:40

Alright, you got me to bite....

What organisation promotes a disputes resolution service on their front page in big bold letters??! That's hardly a strong endorsement of the services they offer is it? Complaint information is almost always handled on a separate page, like a FAQ or QA page. If I ran my own business and website I wouldn't be putting that stuff on the front page - even if I had a hand in writing the rules.

I'm not defending any of the Telco's in NZ because I have my own opinions that aren't in strong favour of them. But in terms of what you're suggesting I think you're way off track damianf!

damianf

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Reply # 152639 30-Jul-2008 10:46

Although *they have agreed to promote the service* and they have failed to do so. Vodafone's service is shocking - if it wasn't then they'd have no reason not to fufil their obligations to promote the TDRS.

Look at other industries (such as the financial, broadcast TV, etc.) - in these industries companies actively advertise independent dispute/complaint services. Why not in the telco industry? Draw your own conclusions.

cranz

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Reply # 152645 30-Jul-2008 10:56

Entering 'complaint' into their search and being given information on TDRS first try is pretty good in my books.. Took all of 2 seconds to find that information

Why does everything need to be spoon fed to people these days? It amazes me sometimes..

(for comparison reasons, searching complaint on telecom.co.nz gives you a less than satisfactory response, whereas telstraclear.co.nz has similar page of information to vodafone)

damianf

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Reply # 152648 30-Jul-2008 11:01

Valid point, although have a chat with someone at the TDRS and see if they think the telcos are doing enough to fufil their obligations to promote this service. Believe me it makes a very interesting conversation.

VFNZPaulBrislen

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Reply # 152650 30-Jul-2008 11:18

Damian, did you get a resolution to your problem from the TDR? If so, surely that's the system working as it's supposed to?

Vodafone promotes the TDR, it's not difficult to find on our website, I believe it's included on your bill if you still receive a paper bill. I'm comfortable with the level of awareness we promote.

It's designed to be a place to discuss those complaints that can't be mutually resolved and as such it seems to be working well. Clearly the telco itself is the first place customers should look for a resolution but there are going to be cases where a third party is needed to resolve a dispute. Hence the TDR.

Cheers

Paul

Paul Brislen
Head of Corporate Communications
Vodafone

http://forum.vodafone.co.nz

damianf

39 posts

Geek

Reply # 152653 30-Jul-2008 11:29

Hi Paul, actually no, I have yet to pursue the compaint with TDRS, but by involving them I actually managed to get Vodafone to respond to my emails and phone calls.

It was only after I engaged TDRS (and they notified Vodafone of my complaint) that Vodafone managed to find the time to reply.

I guess you could say that the service is working as it should, but only because I knew that TDRS was there. If I hadn't then I have no doubt that Vodafone would still not be replying to my complaint.

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