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heavenlywild

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#26050 10-Sep-2008 17:25
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Yesterday and today I visited two Vodafone retail stores wanting to purchase an iPhone for myself and perhaps even for my girlfriend.

The first shop I went to was on Queen Street (proper Vodafone store) and I asked the guy at the counter whether they had any stock.  Without answering my question, he asked me if I was planning to go on-account.  Being a happy prepay customer (was on-account for many years before) I said no, I want to purchase the handset outright.  He looked awkward and replied, "No sorry, we don't have stock".

Later on in the day my friend went into the Queen Street store to get an iPhone on-account and successfully managed to get one.

Queen Street Vodafone - if you don't want pre-pay customers to use the iPhone... just tell me the truth!

Today, I visited Vodafone in Takapuna on the North Shore.  Again, a proper Vodafone store.  I asked, "Do you have any iPhones in-stock?  I want to buy it outright."  Yes, he replied, all models too.  I obviously was happy and asked, "Could I get two, one for me and one for my girlfriend"?  Immediately he told me they couldn't sell two.  I said fine, one please.  For some odd reason, he changed his mind and replied, "Sorry, I can't sell even just the one.  You need to be on a plan".  What?  He said he could just before until I mentioned the possibility of buying two sets. 

What's up Vodafone?  Are pre-pay customers are of lower class?  This is discrimination and totally unacceptable behaviour.  Be up-front!  I know people have mentioned that many Vodafone stores only accept customers with an account due to low stock levels, but hey, advertise the fact then eh?  Why lie?

I am totally disgusted with Vodafone.  Being a loyal customer for so many years, promoting your product and services to my friends and family, you have let me down badly. 

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martin308
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  #163542 10-Sep-2008 17:41
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You must have just got some idiots! I and many others I know have walked in and grabbed a full price handset and walked out without the box even being opened and no mention of contracts,prepay etc

 
 
 

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heavenlywild

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  #163546 10-Sep-2008 17:47
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Where did you buy yours mate?

What?  Some even force you to open the box?  My gosh, the iPhone is not gold Vodafone.  Geesh.

cranz
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  #163547 10-Sep-2008 17:51

Its more to do with Apple than VF, but the staff will make you (rather than a sales member) open the box for in-store activation - you are able to walk out with the box sealed and activate at home



heavenlywild

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  #163548 10-Sep-2008 17:54
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cranz: Its more to do with Apple than VF, but the staff will make you (rather than a sales member) open the box for in-store activation - you are able to walk out with the box sealed and activate at home


It's all about control.  Activation?  When you buy a computer, does Microsoft ask you to activate in-store?  No.

Come on, just because some people can afford to buy the handset outright doesn't mean they deserve the shove... and be lied to.

cranz
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  #163553 10-Sep-2008 18:14

My previous post was directed at your golden iphone statement rather than your in-store experience.

I think you need to re-read my post, you can activate in store or take the phone home - I fail to see how that is "control"

heavenlywild

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  #163555 10-Sep-2008 18:20
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cranz: My previous post was directed at your golden iphone statement rather than your in-store experience.



I think you need to re-read my post, you can activate in store or take the phone home - I fail to see how that is "control"


Point taken:)

cranz
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  #163556 10-Sep-2008 18:23

Either way, (and to stop hijacking your thread :P) that's a pretty terrible experience - they make the sale either way so I don't see why they would prefer account over outright.. This would be good feedback that you could post on the VF forums if this thread goes unnoticed



heavenlywild

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  #163566 10-Sep-2008 18:53
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In a way I feel a little sorry for the front-line staff who are told by their branch managers to "lie" about stock availability.

Winston Peters is a perfect candidate to now to work at Queen Street or at the Takapuna branch since he should be unemployed in no time:)

Sparky221
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  #163574 10-Sep-2008 19:27
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When I purchased my iPhone about a week after launch and was trying to find stores with stock that was the first question asked. "Will you be going on account". When I said I was, but a You Choose one, they seemed disappointed, but let me buy it nonetheless. 

heavenlywild

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  #163582 10-Sep-2008 19:46
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Sparky221: When I purchased my iPhone about a week after launch and was trying to find stores with stock that was the first question asked. "Will you be going on account". When I said I was, but a You Choose one, they seemed disappointed, but let me buy it nonetheless. 


Vodafone should realise there is life after the iPhone.  In 6-12 months time, the hype would be over and they would need to earn money elsewhere.  Dissing customers, who are intelligent enough not to sign onto their rediculously expensive iPhone plans, is a bad move.

RedJungle
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  #163606 10-Sep-2008 20:49
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The staff are probably more interested in selling on-account to gain their commission. If thats the case then I agree its pretty poor service but I would imagine it to be contrary to official policy.

Alternatively, if purchasing outright, you could simply order online from the Vodafone website?

heavenlywild

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  #163623 10-Sep-2008 21:29
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RedJungle: The staff are probably more interested in selling on-account to gain their commission. If thats the case then I agree its pretty poor service but I would imagine it to be contrary to official policy.

Alternatively, if purchasing outright, you could simply order online from the Vodafone website?


Don't get me started on their online website.  I first ordered two iPhones from the online store.  Within an hour, I received an e-mail from Vodafone to say my order had been declined for the possible following reasons:

• Our inability to obtain authorisation for your payment
What?  The payment site said my credit card was approved. I had enough credit, no problems there.

• Your failure to meet the eligibility criteria as set out in our terms and conditions
What?  Do I need to be an FBI agent to purchase one?  Do I need to have owned at least 2 Apple products to be eligible?  OK, I am being silly here but I am sure you know what I am trying to get at here.

• Your personal request
Nope.

• The number you have provided is not transferable from your current service provider
I entered my Vodafone pre-pay number.

• The Vodafone coverage at the location provided is not sufficient to support the service(s) you requested
I have full coverage here.

• Your personal mobile upgrade discount code has already been redeemed.
Not applicable.

Not knowing the actual reason, I phoned up and a lady told me I couldn't order two iPhones at once.  I thought OK, no problem, I will just order one then.

Second order goes through, credit card accepted.

An hour later, again, the same e-mail to say order declined and the following reasons (again, not pin pointing which one applied).  Vodafone did have stock too.

Shame on you Vodafone.  I challenge anyone working there to offer me a reasonable and fair explanation for this and the above experiences of poor, disgusting customer service.

 

 

 


eXDee
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  #163630 10-Sep-2008 21:48
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Well it's not suprising since most of the money from iPhone usage will come from Data, and without making accusations or getting into an argument ove pricing you can see why they would prefer giving one to someone on an account plan, since most on prepaid will use little data.
But i completely agree with you, even though i never plan on owning one in the future, it'll be good if telecom can provide the iPhone too to try and eliminate crap like this.

heavenlywild

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  #163631 10-Sep-2008 21:55
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eXDee: Well it's not suprising since most of the money from iPhone usage will come from Data, and without making accusations or getting into an argument ove pricing you can see why they would prefer giving one to someone on an account plan, since most on prepaid will use little data.
But i completely agree with you, even though i never plan on owning one in the future, it'll be good if telecom can provide the iPhone too to try and eliminate crap like this.


You could say pre-pay customers have a case against Vodafone for misadvertising the iPhone. 

They shouldn't advertise the outright price of the handset when they aren't willing to sell it that way.

Yes, Vodafone earns more money from data but that's really beside the point in this case.

JoeBloggs
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  #163792 11-Sep-2008 15:24
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While not against the Code of Conduct, it's still cheeky to only offer the phone to contract customers. This is happening because the actual retail margin is so low on a straight sale ($10~15). With a contract it actually makes the sales persons time and effort (as well as overheads, transport of the phone, service etc) 'worth it'. Just keep searching for a shop that is willing to take the tiny margin. Maybe sweeten the deal for them? Buy 2, order some cases and car chargers?

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