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326 posts

Ultimate Geek

#261888 19-Dec-2019 22:48
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So i wont bore with a long story. But i had negotiated with vodafone sales department about my expired contract and got them to agree to a less $20 per month plan and an additional free two data blocks per month. All was well until the rollover for the next month came and the changeover had failed and when my data ran out, i could not add more data and would have no internet for a week while they tried to fix it. Well this happend about 3 times over 2 months where i would run out of data and have no internet.

Eventually they fixed it but failed to provide my additional free data blocks. So i called them again and insisted they had no record of the terms and said they could do nothing about it.

At this stage im furious because of my time wasted and they are reluctant to provide me with what was promised. I am at this stage refusing to pay my vodafone bill as i do not want to pay for something that is charged to me and shouldnt be.

The poor customer service has left me volitile and not sure why i cannot get proper action from them.

Any recommendations ?

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Uber Geek

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  #2378832 19-Dec-2019 23:04
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This can be difficult.


I changed my phone to a business plan, having been assured by the salesperson that I would be able to continue sharing the data with my tablet as I already was.


After a long while in which I thought all was well (the cell signal indicator showed on the tablet etc) I was one day somewhere where I had no wifi and found that the tablet wouldn't work. On investigation I eventually unearthed the fact that on a Business Plan, you cannot share the data - something you might reasonably think a salesperson would know.


The only option was to pay for a separate tablet connection every month or switch back to a non-business plan and I did the latter.




On your issue, no doubt VF recorded the conversation (for "training purposes"...) and I presume you are entitled to ask for a copy of what they recorded. You could try that?

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Uber Geek

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  #2378834 19-Dec-2019 23:18
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I suggest calling and asking for your issue to be escalated to XSquad who look after the "complex" issues. 


I am pretty sure VF record all calls, so getting them to go back and find the recording to verify the issue should be straight forward. 




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Uber Geek

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  #2378835 19-Dec-2019 23:20
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For future reference, I recommend rather than getting them to agree to something "outside the ordinary" you get some tangible immediately claimable thing instead, such as an account credit to the same value or phone rebate credit or something. 


When something isn't "easy" for the billing system to recognize, this is where things come unhinged. This isn't VF specific, it's pretty much any large company. 



326 posts

Ultimate Geek

  #2378837 19-Dec-2019 23:27
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Cool, thanks for the info. Il give that a shot tomorrow. :)

326 posts

Ultimate Geek

  #2382574 29-Dec-2019 16:48
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Still having issues, phoned and requested xsquad. They insisted that this was not available to me. Phoned a second time after being busy with holidays. And they said the same thing and i asked if this could be escalated. Aparently i could have been talking with whats called the "attention team" ?. Il try tomorrow as they were not available when i called. If this fails, i have a contract with farmside i will be going with.

Very very unhappy with the vodafone experience and miss spark who i had been with for many many years without issue. So likely will not return because of this short fall.

Thanks vodafone! Your loss.

539 posts

Ultimate Geek

  #2382577 29-Dec-2019 16:55
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DANOFDANGER: I have a contract with farmside i will be going with.


I think from memory if you do some homework farmside are just resellers of Vodafone RBI.




Where in NZ are you? can you not get a local WISP to supply you a connection?

326 posts

Ultimate Geek

  #2382910 30-Dec-2019 12:57
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Yea im sure vodafone has the RBI contract and so they likely have to provide the wholesale to other companies for competition. But even so. I wont have to deal with vodafone. This would be a completely different service from the billing and customer service. They have also offered me a close enough deal that vodafone had promised.

Im south auckland, around miranda and kaiaua.


631 posts

Ultimate Geek


  #2383588 1-Jan-2020 09:48
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I always ask them to email me the offer. Always. Has worked in my favour many many times. Just insist won't sign until they do. 

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