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mattlaing

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#36208 22-Jun-2009 11:00
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I opened my Vodafone bill for this month and discovered that I am being charged a $1100 contract termination fee with Vodafone.

When I bought the iPhone I paid full retail price, so that I was not locked into a contract.

I checked with the store that the plan was not under a term contract - which they confirmed.

At one point, I upgraded my plan from 250 minutes to 400 minutes - at the time I told the person handling the upgrade to be 100% sure that I will not be put on a plan. He assured me that I wouldn't.

30 minutes spent on the phone with Vodafone customer service resulted in them saying that I needed to go into a store so they can show me how I am actually on a plan.

I will go to a Vodafone store - either in St Lukes or Lynn Mall today - hopefully they will see reason and help with getting the fee removed.

I'll keep you updated with the progress...

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tonyhughes
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  #227304 22-Jun-2009 11:09
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What on earth has this got to do with XT Network?







mattlaing

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  #227311 22-Jun-2009 11:22
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The "check your Vodafone contracts" should have helped add clarification...

Definately not a negative against the XT network - but for current Vodafone customers, it needs to be considered when thinking about moving.

cr250bromo
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  #227312 22-Jun-2009 11:28
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I'm surprised there is any sort of contract/early termination fee when you don't get a subsidised handset. It wasn't that long ago that Vodafone dropped all term contracts and made them month to month.

Fortunately I only had to pay $50 to cancel my contract as I was on a basic plan, but it still doesn't seem very fair when you get no real benefit and really seems to be there is a disconnect/leaving disincentive. I could understand if I had been provided a handset, but I wasn't (and didn't want one).



itxtme
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  #227317 22-Jun-2009 11:39
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I will go to a Vodafone store - either in St Lukes or Lynn Mall today - hopefully they will see reason and help with getting the fee removed.





See reason???  I would be septic if I was in your position!!  You were quite clear at the time of purchase that you didnt want to be fixed into a term contract.  The sales people told you that you werent and now they turn around and say actually you were!  Sounds like someone has well and truly dropped the ball and the entering into the contract was in fact not in good faith!

Good luck to you, but for goodness sake dont wear it!!


johnr
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#227327 22-Jun-2009 11:59
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What plan were you on?

PIERCD
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  #227376 22-Jun-2009 14:20
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This is something I want to get checked. I purchased an iPhone outright, then about a month later the iPhone 40 plan was released and i moved from pre-pay to that. Now I am pretty sure I will be wacked with a termination fee like I did get the phone subsidy?

mattlaing

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  #227384 22-Jun-2009 15:08
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Well - so far the news is not good.

Went into the store at St Lukes and was advised that I need to go to the New Lynn store to fix the problem. Something about different branch owners??
It turns out that when I upgraded the plan, the customer service rep just chucked me on a 2 year contract.

I was originally on the 250 plan, and then upgraded to the 400 plan. (Both not on contract)

So the good news is that this is not usual behavior. The bad news is that so far the Vodafone help line, and one Vodafone store, have been making me run around to get this credited back to my account...



johnr
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  #227386 22-Jun-2009 15:12
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mattlaing: Well - so far the news is not good.



Went into the store at St Lukes and was advised that I need to go to the New Lynn store to fix the problem. Something about different branch owners??

It turns out that when I upgraded the plan, the customer service rep just chucked me on a 2 year contract.



I was originally on the 250 plan, and then upgraded to the 400 plan. (Both not on contract)



So the good news is that this is not usual behavior. The bad news is that so far the Vodafone help line, and one Vodafone store, have been making me run around to get this credited back to my account...


Please advise what plan you were on

IE iphone plan or you choose?

John

mattlaing

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  #227468 22-Jun-2009 18:51
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Originally it was the iphone 250 plan (or the On Call equivalent - I'm not sure. All i know was that I paid full price for the iPhone with the understanding that I would not be locked into a contract).
When I upgraded (in Nov 08) the rep confirmed that I was not under contract. I advised at the time I did not want to upgrade if it meant going on to contract. He said to sign the paper-work, then he will find out and let me know what he can do. He called back to say it was "all sorted". At that point I again asked to confirm that I wasn't locked into a contract which he confirmed.

I went to the Lynn Mall store after work today and the rep working said to come back on Thursday - when the person involved is next working.

I'm sure under the circumstances that Vodafone will be able to fix this. My experience up to this point with them have been very good. The only reason I went to the XT network was because of the shared minutes plan ended up being more efficient/cheaper for my wife and I.

johnr
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  #227474 22-Jun-2009 19:02
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You can not of gone to a iphone plan with out signing a contract I would find this or vodafone will have a copy you can request.

John

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  #227477 22-Jun-2009 19:24
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mattlaing: He said to sign the paper-work, then he will find out and let me know what he can do.


I would say this moment here is the beginning of your undoing.

I remember Vodafone contracts have the plan name and term clearly shown, and you sign in the right hand column towards the bottom.  Was that part not filled in?

mattlaing

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  #227626 23-Jun-2009 09:20
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Ok - originally I was on the iPhone 250 plan - but definately not under contract. I signed up for this on the day the iPhone's were released last year, and at the time I paid full retail price with the understanding that I would not be locked into contract. When I went in to upgrade the minutes from 250 to 400, the customer service rep confirmed I was not on a plan.

It is not correct that by going in to increase the minutes on a plan, I should be put on a 2 year contract.

The customer service rep performed the wrong process. Am I right?

Is there anyone who has access to Vodafone computer services to verify this? (I can PM)

johnr
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  #227629 23-Jun-2009 09:27
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You can not have swtiched to a iphone plan with out signing a term contract

John

mattlaing

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  #227643 23-Jun-2009 10:11
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Hi John - I paid full retail price for the iPhone on the day of launch - so as to not be locked into a term contract. It was confirmed to me that I was not on a term contract when I went in to increase the minutes from the iphone 250 to 400/month.

Is it normal practice that when a customer increases their minutes they are put on a 2 year contract - subject to penalties?

If a customer signs on an iPhone 400 plan today - what subsidy do they get on the price of their phone?

freitasm
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  #227651 23-Jun-2009 10:36
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mattlaing: Hi John - I paid full retail price for the iPhone on the day of launch - so as to not be locked into a term contract. It was confirmed to me that I was not on a term contract when I went in to increase the minutes from the iphone 250 to 400/month.


It is normal for local telcos to require you to go on a term contract for some of their plans - the iPhone plans for example. This is regardless of you paying full price on a handset or not.

mattlaing: Is it normal practice that when a customer increases their minutes they are put on a 2 year contract - subject to penalties?


I am sorry, but I'd have to say someone didn't tell you the whole story. And you will have to pay because of this.





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