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123 posts

Master Geek


# 256045 12-Sep-2019 07:47
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Hi all, 

 

Sorry this may seem more like a rant rather than a useful post, but I am hoping by explaining what I have one through so far that maybe someone might have some advice on where to go from here as the next step will be switching providers, which of course will be a bit of a hassle.

 

I rang vodafone a while ago to see if there was another mobile plan that would suit my wife and I better as we were running out of data, we are both on the $39 plan which gives us 2.5gb data and 300 mins, we each receive a $10 discount meaning we pay $30 per month each for a total of $60 per month.

 

I was told on the phone by Vodafone that there is a $60 plan which provides unlimited calling and 10gb of data, and it usually costs $20 to have another person added to that plan (so the data is shared) but since we were already getting a $20 discount they would apply that meaning the $20 extra per month to have my wifes number added to the plan would be $0 and we would both have 10gb of data to share and also seperate phone numbers for $60 per month which is what we are paying now in total for half of the data.

 

This obviously sounded like a great idea so I agreed and gave all details asked for by Vodafone, I was then told it had been set up and should be active in 24 hours or less and we would get a confirmation. Two days later nothing had happened so I called them again and explained I never got what I was told I would get and went through the whole process again, once again, a few days later nothing has changed so I called a third time, and once again got someone else, explained this is the third time I have tried to change my plan and once again went through the same process.

 

This third time has been the pretty much the same, two days later we are STILL on our old plans, the only thing is this time I got an email from Vodafone (online shop) saying "Order Confirmation"

"Red Share - open term 
Mobile Number : 021******
Red Share owner / Business Administrator: 027*****"

 

The to me looks like they have given permission to my wife to be added to my data, but I am still on my old plan which does not allow shared data, and does not have enough data to share anyway.

I am starting to get really frustrated now and obviously have the feeling another call will put me in the same position as I am in now with no result so was wondering if anything else can be done to solve this?

It would be great if vodafone staff in stores could help as it could be done in person, and I could go back and see the same person when it does not work, however they seem to have little discretion when it comes to the discounts and usually refer you to the call center.

Is there something else I can do?


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1877 posts

Uber Geek


  # 2315403 12-Sep-2019 08:58
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Go to another provider . What is your time worth to you. What happens the next time there's something you need changed or rectified

 

Nothing will change untill customers start leaving Voda en masse .

 

 




123 posts

Master Geek


  # 2315430 12-Sep-2019 09:25
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1101:

 

Go to another provider . What is your time worth to you. What happens the next time there's something you need changed or rectified

 

Nothing will change untill customers start leaving Voda en masse .

 

 

 

 

 

 

Im willing to give this one more shot, just posting on here to see if there is a better path I can take as I think three chances for the sales and retention team to get it right is ample and they have not delivered on their promises yet. Currently looking into spark though to see if they can match what I was offered (but not delivered) by Vodafone. 


 
 
 
 


2175 posts

Uber Geek

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Subscriber

  # 2315448 12-Sep-2019 09:40
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Their CEO, Jason Paris, has been very vocal on Geekzone about issues like this and encouraging people in a situation like yours to contact him directly: jason.paris@vodafone.com

A quick search on here will show you I’m not making that up by the way!




iPad Pro 10.5 Wi-Fi 128GB (Space Grey) | iPhone 8 Plus 64GB (Product RED) | HomePod (Space Grey) | Apple TV 4K | Apple TV HD | Apple Watch Series 4 44mm (Space Grey)


1037 posts

Uber Geek


  # 2316435 12-Sep-2019 10:51
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10 years ago similar extreme pain when changing plan prompted me to change provider away from v.fone. Ironically it started when they called me and suggest that I change plan. I sometimes wonder if changing an account from one plan to another is far more complex for them than closing the account and creating a brand new one.


4 posts

Wannabe Geek

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Vodafone NZ

  # 2316437 12-Sep-2019 10:52
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Hi David321,

 

 

 

Our sincere apologies for the experience you've had trying to get this sorted, can you please email us at onlinecare@vodafone.com with your account number and/or mobile numbers and we'll be able to arrange for someone to get in touch to resolve this for you. Also, for the subject of the email please ensure this contains "Geekzone".





Kind regards,

 

Hamish

 

Social Media @Vodafone 


2958 posts

Uber Geek

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  # 2316441 12-Sep-2019 10:57
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Sounds like something the new X Squad could have a look into?




123 posts

Master Geek


  # 2319057 17-Sep-2019 10:54
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Just an update for all, I messaged Jason Paris on here as recommended by one user he told me he would sort it and a few hours later I got a call from someone who was given the task of getting this fixed by Jason and a few days later and only one 30 min call to Vodafone (at their request) it seems to be sorted.


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