Issue w/ Mega You Choose 20 plan

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grayskull

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#24754 1-Aug-2008 17:14

Reposting this as lost my original post - see email to Vodafone below which outlines my query. What do you guys think is the best way forward? Ideally I want to move my plan to a You Choose 250 as my $300+/mth bills are way too much.

email below;

Unfortunately I was advised that as I am on a Mega You Choose 20 plan the only other plan I can move to is a Mega You Choose 60.

However when I signed up I specifically asked that the acct I was looking at needed to be either cheap to cancel or be able to move up to any other You Choose plan once I had a new job - the reason being I was not sure whether my new job would supply a phone (hence I would cancel my contract) or ask me to use my own phone for work (at which point I would have increased my plan to something suitable of the level of calls I make a month).

At no point was the difference between a Mega and a normal You Choose plan explained - to me it loked like it was a normal You Choose plan simply with an add on.

I have tried on numerous occassions to get my plan changed but met resistance at every point. I have simply been told to deal with the Online Team as that is how I purchased the contract.

As such I would appreciate you looking into this and making it possible for me to move to another You Choose Plan, You Choose 250 as a minimum. I'm sure upon your review of my contract you will also see that nowhere is it clarified that this contract differs from a normal You Choose plan in terms of moving up in Plan Types.

JoeBloggs

355 posts

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#153395 1-Aug-2008 17:55

If you specifically asked if it can be moved up later and they specifically stated that yes, it can, then the only obstacle you have to getting your plan upgraded is the staff member to admit their fault. Be nice, explain that you're not angry but you'd really like it to be sorted and I'm sure they'll help you upgrade. You won't be able to keep the add-on's however.

gmball

568 posts

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#153457 1-Aug-2008 22:21

grayskull:
Reposting this as lost my original post - see email to Vodafone below which outlines my query. What do you guys think is the best way forward? Ideally I want to move my plan to a You Choose 250 as my $300+/mth bills are way too much.

email below;

Unfortunately I was advised that as I am on a Mega You Choose 20 plan the only other plan I can move to is a Mega You Choose 60.
However when I signed up I specifically asked that the acct I was looking at needed to be either cheap to cancel or be able to move up to any other You Choose plan once I had a new job - the reason being I was not sure whether my new job would supply a phone (hence I would cancel my contract) or ask me to use my own phone for work (at which point I would have increased my plan to something suitable of the level of calls I make a month).

At no point was the difference between a Mega and a normal You Choose plan explained - to me it loked like it was a normal You Choose plan simply with an add on.

I have tried on numerous occassions to get my plan changed but met resistance at every point. I have simply been told to deal with the Online Team as that is how I purchased the contract.

As such I would appreciate you looking into this and making it possible for me to move to another You Choose Plan, You Choose 250 as a minimum. I'm sure upon your review of my contract you will also see that nowhere is it clarified that this contract differs from a normal You Choose plan in terms of moving up in Plan Types.

Why on earth would Vodafone not go out of their way to upgrade your plan considering how much extra revenue you are prepared to offer them?? Seems a win win situation?

grayskull

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#153463 1-Aug-2008 22:33

gmball:
Why on earth would Vodafone not go out of their way to upgrade your plan considering how much extra revenue you are prepared to offer them?? Seems a win win situation?

My thoughts exactly. I'll try begging with them next week

richms

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#153592 2-Aug-2008 15:06

If you have an email trail of your query and the misinformation then quit screwing around with vodafone and go to the telecommunications complaints guy. If you have recordings of the calls to them where they give you misinformation then do the same.

Richard rich.ms

ckwilliams

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#153624 2-Aug-2008 17:00

richms: If you have an email trail of your query and the misinformation then quit screwing around with vodafone and go to the telecommunications complaints guy. If you have recordings of the calls to them where they give you misinformation then do the same.

First off I think you may be referring to the Telecommunications Disputes Resolution Scheme (TDRS).
There are processes which need to be followed before going to them; ie logging a formal complaint with your service provider first and working through the issue together.

If you are still unable to do so, then the TDRS is one option customers can pursue further.

grayskull

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#153735 3-Aug-2008 08:03

Thanks for the emails guys, all great suggestions.

I've tried calling Vodafone again but after 10 min on hold I gave up and emailed them again. Still no response from my email of Tuesday last week, so we'll see what happens now. I did say this time that if resolution was not achieved that I would be referring the issue to the Telecommunications Disputes Resolution Scheme (TDRS).

Furthermore, as my acct was a new one as of Feb 08, there is a $300 credit limit on my account. As i use my phone for work my bill is ALWAYS over $300, so every month at some point i get all my outgoing calls diverted to a bloody annoying Vodafone message saying I am over my credit limit. Now I have a direct debit setup, but this doesnt get drawn on straight away, this morning I tried to make a credit card payment but that system is down at Vodafone.

Here's a cut & paste on the outgoing call blocking;

so I am stuck without being able to make outgoing calls nor receive work emails. The diversion you put on ALL outgoing calls is restricting services that I have paid for within my monthly call plan in the previous month. Services such as included minutes, best friends and mobile data - these have all been paid for and should NOT be restricted. Its not as if I am not paying my bill, perhaps you should notify me when I am at $250 so that I can pay my bill before getting cut off?

Having been extremely annoyed & ticked off this morning I have gone to the TDRS website and lodged a complaint - so we'll see what happens with that, and I'll keep you posted.

freitasm

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#153747 3-Aug-2008 09:48

Adding some fire here, intentionatlly.

First it annoys me to no end when I read that someone sent an e-mail to Vodafone and received no reply. I experienced this myself many times before leaving Vodafone to another provider. If the e-mail contact option is there they have an obligation to answer - otherwise if they have no intention of putting someone to actually work on that then they should remove this contact option.

Second it's horrible how the mobile operators in ths country try to lock you in a contract. The worst part is (besides the iPhone just recently launched) how Vodafone was locking people into contracts without offering anything in return in terms of discounted hardware, which is a common practice everywhere else but here.

Then it comes to this kind of "you are in a Plan A and can't be moved to Plan B" thing. Anything is possible. It's a computer system. Change some class of services, and there you go.

On the other hand if you agree to a contract with any operator you should expect nothing more than what you agreed. Any verbal offer is invalid, doesn't exist. There are no guarantees that anything anyone tells you before you sign a piece of paper is a good offer, and if you sign the piece of paper without those offers in print then it's too bad. Seriously, people, don't trust what sales people tells you in store unless it is printed and signed by both parties.

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grayskull

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#153786 3-Aug-2008 12:53

freitasm:
On the other hand if you agree to a contract with any operator you should expect nothing more than what you agreed. Any verbal offer is invalid, doesn't exist. There are no guarantees that anything anyone tells you before you sign a piece of paper is a good offer, and if you sign the piece of paper without those offers in print then it's too bad. Seriously, people, don't trust what sales people tells you in store unless it is printed and signed by both parties.

Agreed however I cannot find anywhere on their website that states the Mega You Choose plan differs from the You Choose plans in being able to move amongst the same plan types. Any normal person would quite reasonably assume that the Mega is only an add on to a normal You Choose plan in that it included Friends & Family or something like that.

So yes whilst I did agree to a contract, I agreed to the T&C's as per their website - the closest to my plans T&C's I can find on the website are those referring to You Choose 20 which states I can quite easily move UP in the plan range.

manhinli

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#153887 3-Aug-2008 21:36

At least I found something:

Anytime 200 is 200 anytime minutes to numbers on the Vodafone New Zealand network, per month, while in New Zealand. Additional voice Add Ons are not available on Mega.

Not sure if "Additional voice Add Ons" means an upgrade for minutes on your Mega plan, but it looks close enough.

Also, if you look carefully at the "best ever plans" page, you can see links to upgrade your minutes on the TXTer and Talker plans, but no link exists for the Mega plan, and:

If you need more, you can upgrade the minutes on the Talker or TXter plans. Upgrade to Choose 120 for $59.95, Choose 250 for $109.95, Choose 600 for $224.95, or Choose 1100 for $369.95 per month.

... which didn't state the Mega plan.

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mikal

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#153957 4-Aug-2008 10:31

How long ago did you do this and what term did you sign onto?

grayskull

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#153965 4-Aug-2008 10:50

mikal: How long ago did you do this and what term did you sign onto?

Feb/March of this year on a 12month contract.

As an aside I had an email first thing this morning from the Telecoms Dispute Resolution ppl saying that they were looking into this for me. Excellent response time.

mikal

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#154099 4-Aug-2008 19:03

With the online sign up do you get called right after you sign up on the net and have everything confirmed or do you just get signed up over the net and don't actually end up talking to anyone?

grayskull

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#154429 5-Aug-2008 19:18

Great news. My issue was elevated within Vodafone by the Telecoms Dispute people raising the issue with Vodafone on my behalf. I had a chat with a lovely lady in the Premium Campaign Team who confirmed the following on the phone and via email;

"As discussed, I can confirm whether you re-sign your current connection (Mega plan, 12 month term) onto a You Choose 250 or an iPhone plan, you may incur a termination fee of $30.00 but this plan change can be actioned."

A shame it had to be done the long drawn out way, but got there in the end. The only problem is now that I have the ok to get an iPhone plan, there's no current 16GB stock around anywhere by the sounds of things. I see from another thread on Geekzones though that a shipment was expected yesterday so will hopefully filter out to stores in the next day or 2. Another shop also confirmed they will have stock next week so thats probably the worst case?

Thanks guys for all your help & suggestions.