Vodafone on Target

Forums › One New Zealand (including Vodafone, WxC, Farmside) › Vodafone on Target

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450 posts

Ultimate Geek

#332358 20-May-2010 13:58

gopher:
As somebody who has experienced this issue, I would like to say that I do agree with the comments about "personal responsibility". But let's face it, 50c a MB is absolutely ridiculous, even in one of the least competitive and most expensive mobile markets in the world.

So 2D data rate is "absolutely ridiculous"? As they charge 50c/MB from the get go...

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richms

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#332367 20-May-2010 14:09

Yes, 2? data rate is insane, which is why I am not using them at the moment. Other than checking the sims still work on occasion.

Richard rich.ms

itxtme

2102 posts

Uber Geek

#332630 20-May-2010 21:24

heavenlywild:
itxtme:
heavenlywild: It's all about personal responsibility isn't it?

I would say as a responsible company Vodafone need to make sure their staff explicitly tell customers that they must check their usage on a regular basis and ensure they know how. Perhaps even a handy little user card with each broadband connection.

Once that is done, the responsibility lies with the customer.

Bullocks, that is like a car manufacturer not providing a fuel gage and then saying that to ensure you dont run out of fuel check the tank every so often!! Have the systems in place and everybody is happy. Warning notifications the standard (comparative) to all other ISP's.

Compare apples with apples. A car can lead to someone being stranded in the middle of nowhere and can cause serious consequences. Running out of data won't cause such serious issues, apart from the inconvenience.

Back onto your car example... with a car, the indicators don't exactly tell you how many ks you have left or how many litres are remaining... so really, your argument falls over there.

Ask yourself what is the standard? What does every other ISP do and what does Vodafone NOW do? How can you sit their and say Vodafone were doing a great job all along. There is no argument they have now changed their ways and are well and truly ensuring individuals are aware of over usage!!

gopher

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Wannabe Geek

#332975 21-May-2010 14:50

Well yes, I do maintain that 50c per MB is a ridiculous charge.

Let's look at how Vodafone charges -

* For first 1000MB (or thereabouts) 5c per MB
* For next 1000 MB 1c per MB
* For every MB after 2000MB 50c per MB

But if you commit to a 3GB per month plan then it is 2.33c per MB!

So overall there seems to be no rationale whatsoever for charging 50c per MB for traffic at this level - it can't be any worse than somebody on a 3GB plan after all - and so it is purely a punitive scheme which is designed to exploit customers (presumably only for a short time as customers then terminate their accounts as I have).

Talk about short-term thinking with no value placed on customer relationship!

No doubt we will get some marketing speak reply around being able to predict network load based on data requirements derived from customer plan commitments and the increased cost of providing capacity above this level. However I would really challenge whether the customer facing and network management sides of the business are really that integrated (I suspect that most network planning is done using historic usage patterns rather than sales data).

JaymzRodethehouse

2 posts

Wannabe Geek

#333158 21-May-2010 21:49

ignorence is bliss....I agree with VF. If I went OD on my bank account I cant blame the bank. I know how much cash is coming in & if I go over that why is it the banks job to tell me "Oi, your running outta money" These people know how much data they were given. why is it VFs job to tell em? They say VF didnt tell me how to check my balance......but did they ask? Do banks give you a heads up when your running outta money?

heavenlywild

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#333185 22-May-2010 01:03

JaymzRodethehouse: ignorence is bliss....I agree with VF. If I went OD on my bank account I cant blame the bank. I know how much cash is coming in & if I go over that why is it the banks job to tell me "Oi, your running outta money" These people know how much data they were given. why is it VFs job to tell em? They say VF didnt tell me how to check my balance......but did they ask? Do banks give you a heads up when your running outta money?

+1, couldn't agree more. Perfect analogy. Personal responsibility needs to work together with corporate responsibility. If one is able to sign a contract, one should be able to understand the pitfalls of going over their allowance.

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kfella2000

495 posts

Ultimate Geek

#333212 22-May-2010 07:54

JaymzRodethehouse: ignorence is bliss....I agree with VF. If I went OD on my bank account I cant blame the bank. I know how much cash is coming in & if I go over that why is it the banks job to tell me "Oi, your running outta money" These people know how much data they were given. why is it VFs job to tell em? They say VF didnt tell me how to check my balance......but did they ask? Do banks give you a heads up when your running outta money?

Not only that Vodafone do tell you how to check your balance. In their instructions they tell you if you want to find out your account balance text bal to 777 and you will get a text back telling you all the information you need and this service is free. So obviously some people when they get their new phone skip the basic instructions and are really keen to get going.

itxtme

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#333276 22-May-2010 14:33

JaymzRodethehouse: ignorence is bliss....I agree with VF. If I went OD on my bank account I cant blame the bank. I know how much cash is coming in & if I go over that why is it the banks job to tell me "Oi, your running outta money" These people know how much data they were given. why is it VFs job to tell em? They say VF didnt tell me how to check my balance......but did they ask? Do banks give you a heads up when your running outta money?

You agree with Vodafone!?!? They agree with the customer!!! So the correct statement you should have said would be "I disagree with vodafone giving their money back".

Toquote "We dropped the ball on this one" followed by full reversal of charges, policy and education of staff - analogize it to to buggery, doesnt change the fact that the corporate admitted fault!!

MPI

7 posts

Wannabe Geek

#333622 23-May-2010 16:01

I watched the Target episode with interest.

I agree with itxtme:

"Bullocks, that is like a car manufacturer not providing a fuel gage and then saying that to ensure you dont run out of fuel check the tank every so often!! Have the systems in place and everybody is happy. Warning notifications the standard (comparative) to all other ISP's."

Except for the last part...

"Anyway Vodafone have put their hand up and said we didnt do a good enough job - good on them!!"

I had the same exact problem displayed on target TWO YEARS AGO!!!

And I have been grrrrrrr about it ever since... I'm now with 2Degrees. Until its settled I will forever tell people exactly what I think of them as a business! On my facebook page, forums, chats, speaking to other people etc.... Its a shame that it took a high profile programe like Target to make them put their hand up!!!

But anyways....For those interested (from searching the internet etc..) here is a copy of the email I sent them two years ago...

I have a bill for between April 5 2008 & May 5 2008.
The total = $318.52
Which is a total shock as I only use ONE computer and I signed up for a plan of $49 a month for 1GB and the terms of the contract was an extra 1GB for only $10.
I estimated only slightly going over 1G but according to your records I used 4.5GB which I knew was wrong. I rang up your call centre and they could not see any fault and was told the software that come with my Vodem was only appoximate and I should have loged online to the vodafone sight and monitored my useage from there. I decided to cancell my contract immediately. But since then I decided to log online TODAY and checked my useage. Suprise suprise it only totalled up as 1.328G.... which is well below my bill. I am not impressed and I am shocked to be honest. I want a the proper amount sent which should be $59 not $318 and I want my disconnection fee of $150 dollars plus GST waviered as it was your mistake that led me to cancell my 24 month contract and since I already have my vodem up for sale on Trademe with its reserve met and is considered sold I can not continue the service even if I wanted to.

And an email I sent today (May 2010)...

Hello this complaint is in regard to my Vodem bill from April 5 2008 & May 5 2008 A/C -------- No. -------. I put the bill into dispute back when I received it (but did not take it to the TDR because I did not about about it at the time). I called your call center more than twice, visited the place I brought it from twice, had a returned call from a “tech” expert and did not get an the answer I was happy with. Since I did not want any defaults on my credit record I paid the bill in full and also canceled my contract AND paid a penalty fee of $150 for my troubles. Since the screening of Target this week I have decided to see if I can get my bill reversed. Even though this happened two years ago, I have been extremely upset about it ever since, hence the move to 2degrees. Until this matter is settled I will not recommend or speak very fondly of my experience. I have attached two Jpgs of the online billing system which was suppose to be 100% correct for monitoring my useage, because I was told at the time that the programe that came with vodem was not good for monitoring my usage. But as you can see from the attachments, that when my useage is added up, it does not add up to 6GB (or 4.5GB claimed on your paper bill sent in the mail, again another odd difference) but instead 1.328GB. The bill should have been $59 not $318 and I want my disconnection fee of $150 dollars plus GST returned please. It is a shame that it took Target to get four customers bills reversed after 2 years that I know of that this practice has been going on for. I am hopeful of a positive resolution this time around.

I will let you know if there is a response at all....

Ok Rant over....lol

MPI

7 posts

Wannabe Geek

#333628 23-May-2010 16:23

Just to add to the rant above...

Copy of the online data usage that was suppose to be 100% correct. (the boxes on the side show how I added up the data used which did not total 6GB)

https://cdn.geekzone.co.nz/imagessubs/blog7109d14746a82799dcfcc6fcfa9478f9.jpg

Ok seriously.... rant over now! lol

Kyanar

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#333773 23-May-2010 21:54

So, Vodafone is on Target again this week, this time for sending someone a 7 BILLION DOLLAR phone bill!

Data roaming to Pluto, I assume?

MPI

7 posts

Wannabe Geek

#333910 24-May-2010 10:21

Kyanar: So, Vodafone is on Target again this week, this time for sending someone a 7 BILLION DOLLAR phone bill!

Data roaming to Pluto, I assume?

You seem to be sarcastic? So what would you have done in my case? You have monitored your useage correctly but get a bill stating somthing else. You ring up countless times and visit the store you brought it from twice? Your looking at buying a home in the next two months and anything on your credit record could screw it up (loan approval).... As far as I'm concerned they are crooks. I hope you get an incorrect bill from them in the future and see how you are treated. But you probably have a vested interest in them anyways!

[Moderator edit (MF): removed personal attack. User warned]

Tanja

3 posts

Wannabe Geek

#333931 24-May-2010 10:52

Hi MPI

Can you please PM me your details, I'd be happy to look at this one for you

Cheers :)
Tanja

MPI

7 posts

Wannabe Geek

#333944 24-May-2010 11:14

UPDATE:

Just got a call from Vodafone. They are going to reimburse me $238 because they said they have a policy called "Bill Shock". They are still not accepting liability for the mix-up and refuse to return the $150 fee for ending my contract with them, even though it is clearly their fault (see attached jpg for billing sample). I know for a fact that it is up to their sole discretion weather or not to refund that money.... I also asked for interest for the outstanding amount that they have had sitting in there bank account for over 2 years!! Not forth coming.... I'm still not happy, to me I gave them an interest free loan for two years (or at least interest set at the rate of inflation).

I think I will have to take them to the TDR for the rest of the money! 150 Plus interest (set at the rate of inflation, its what banks have to pay when they reimburse funds) on my money they have held for two years!

Kyanar

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#334032 24-May-2010 13:47

MPI:
You seem to be sarcastic? So what would you have done in my case? You have monitored your useage correctly but get a bill stating somthing else. You ring up countless times and visit the store you brought it from twice? Your looking at buying a home in the next two months and anything on your credit record could screw it up (loan approval).... As far as I'm concerned they are crooks. I hope you get an incorrect bill from them in the future and see how you are treated. But you probably have a vested interest in them anyways!

Um, I have no idea what in blazes you are talking about. I'd strongly recommend reading before shooting your mouth off to avoid further embarrassment.

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