Vodafone on Target

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DjShadow

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#61538 18-May-2010 17:11

Just saw a preview for Target tonight (tv3), looks like its got something to do with Vodafone Mobile Data charging...

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#331474 18-May-2010 17:17

Charging for the data? Or monitoring your usage so that you can manage your data charges???

oldmaknz

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#331479 18-May-2010 17:18

Should be good!

Kyanar

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#331546 18-May-2010 19:48

Monitoring usage. Some people didn't monitor their usage and got a $3000 bill, and expected Vodafone to just drop it. Like that family in the states that got an $18,000 bill.

Hearing Paul Brislen call Vodafone incompetent is priceless.

That said, I don't feel any sympathy for the "victims". Reading is a lost bloody art these days, isn't it?

DjShadow

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#331547 18-May-2010 19:50

Also promoting the fact if you have problems with your Telco to goto the TDR

quickymart

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#331550 18-May-2010 19:55

I was told the TDR don't handle billing complaints.

johnr

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#331556 18-May-2010 20:04

quickymart: I was told the TDR don't handle billing complaints.

TDR handle any complaint with your provider but you do not go direct to the TDR first

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VFNZPaulBrislen

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#331559 18-May-2010 20:07

If you get bill shock in your first month, call the call centre to discuss it. We'll put you on the right plan and refund the difference in price.

Some people will sign up for the 1GB plan without knowing just how much they use - they hit 3GB or 4GB and get a heck of a surprise. We put them on the right plan and waive the rest of the bill.

We also send out TXT alerts at 80% usage and then again at 100%. If you're OA you get to double your data via bundle insurance, so you'll get another reminder at the new 80% and then a final, fourth TXT at 100%.

In the case of the stores and the call centre, we're undertaking a massive retraining exercise because clearly they haven't go the message on what we do and how we do it.

We're going to use the Target segment to help train staff and to let them know that it's OK to look things up!

Cheers

Paul

Paul Brislen
Head of Corporate Communications
Vodafone

http://forum.vodafone.co.nz

johnr

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#331562 18-May-2010 20:13

Vodafone NZ have also upgraded My Vodafone so data bundles for postpay connections can be easily tracked online in the last 2 weeks.

We have had some good feedback about this as well

John

timmyh

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#331592 18-May-2010 20:55

PaulBrislen: If you get bill shock in your first month, call the call centre to discuss it. We'll put you on the right plan and refund the difference in price.

We also send out TXT alerts at 80% usage and then again at 100%. If you're OA you get to double your data via bundle insurance, so you'll get another reminder at the new 80% and then a final, fourth TXT at 100%.

In the case of the stores and the call centre, we're undertaking a massive retraining exercise because clearly they haven't go the message on what we do and how we do it.

We're going to use the Target segment to help train staff and to let them know that it's OK to look things up!

These are all great steps Paul, and Vodafone is to be applauded for the efforts - those wonderful billing systems ;-)

I have one piece of feedback now that I pay my own mobile bill and use a mobile plus a netbook, so have two PrePay connections. For the netbook I had to create a second on-line ID, i.e. use a second email address and link that to the netbook SIM card. So when I login I have to swap between these ID's, remember which email address is linked to which SIM. It would be really nice to have just one My Vodafone login ID and be able to list multiple mobile SIM's/accounts under it.

Perhaps the recent revisions allow that for On Account and will do so in future for PrePay?

RedJungle

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#331593 18-May-2010 20:56

Have to say I found the response from Vodafone a refreshing change. Admitted fault and apologised without trying to apply spin. Well done!

johnr

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#331596 18-May-2010 21:04

timmyh:I have one piece of feedback now that I pay my own mobile bill and use a mobile plus a netbook, so have two PrePay connections. For the netbook I had to create a second on-line ID, i.e. use a second email address and link that to the netbook SIM card. So when I login I have to swap between these ID's, remember which email address is linked to which SIM. It would be really nice to have just one My Vodafone login ID and be able to list multiple mobile SIM's/accounts under it.

Perhaps the recent revisions allow that for On Account and will do so in future for PrePay?

This can be done now

Single login and manage postpay and prepay connections on the same page been around for years but easier now with the new My Vodafone layout

If you want a hand putting everything into a single login let me

John

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timmyh

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#331598 18-May-2010 21:13

Thanks, I'll get in touch. I just couldn't see a way to do it when I first got the second Netbook SIM early this year.

johnr

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#331599 18-May-2010 21:19

timmyh: Thanks, I'll get in touch. I just couldn't see a way to do it when I first got the second Netbook SIM early this year.

When you login the option is called " add access "

I will need to do some cleaning up on the Vodafone side before we can add access to the 2 prepay connections to the single login as they are already registered to another login ID

John

itxtme

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#331648 18-May-2010 22:36

RedJungle: Have to say I found the response from Vodafone a refreshing change. Admitted fault and apologised without trying to apply spin. Well done!

+1 I was a little surprised by some of the early comments in this thread, the average user is not tech savy enough to know the kinds of plans they need so hardly a major fail on their part!

Good job Paul, and Vodafone

scorpiworld

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#331674 18-May-2010 23:23

So many thoughts on that Target episode, more disappointed with the inaccuracies than the expected bias to the customer. This could have so easily been TNZ getting slammed so I take no comfort in seeing VF being ‘Shammed on’.

I get 99% of customers are not tech savvy, I am trying to keep a customer view on this as working in the industry makes it ‘easy’ for me to know this stuff, but I fail to understand how this ignorance can be excused, I have seen and read about this before, like the new Air conditioning Unit / Heat Pump / Spa and the subsequent electricity bill shock.

In general I really expect customers to have a basic understanding of the product they are buying, read all details including the small print before signing and apply common sense before any purchase.

Analogy - Who buy’s a car and takes it to the top speed seconds after driving it out the showroom just because they advertised a 0-60 in 4 seconds, a top speed of 250Km/h and 12 Air Bags, Would they not take it easy in the first month and learn how the product is working before increasing said activity that pushes the limits?

Granted the misinformation around alerts via email, txt, and CSR calls were not good leading to the overage without knowledge, but +1 to Paul for admitting the issue and committing to resolving them. Giving the customer clear information up front and access to their current usage will leave them with no excuse, regardless of the competency of staff and I hope we never hear of this situation again.

Lastly as noted above, the advice to complain to the TDR was wrong and not good for the customer experience when they are told to contact their ISP first. I can only imagine the difficult conversations CSR’s will have with customers in these situations who are already angry at the bill and secondly at the perceived run around by TDR and said ISP. Hopefully Target will be corrected and will run a follow-up next week to explain the correct process? - Shame on you Target!

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