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Topic # 66055 11-Aug-2010 19:50
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Anyone see the girl on Campbell Live complaining about the $6,000 roaming bill? If not:

http://www.3news.co.nz/6000-Vodafone-bill---whats-up-with-that/tabid/367/articleID/170156/Default.aspx 

OK fair enough the CSR supposedly didn't tell her specifically about the data charges, but people like her grind me, and in her case here's why:

1. She had an iPhone. What, she didn't know it is a smartphone, didn't know it downloads data from the network? Did she think it was a 2G phone with calling and texting and maybe a bit of WAP on the side? Absolute crap.

2. If she called to ask about calling rates, why didn't she also ask about data? Why didn't Mr. Langston also ask her why she didn't ask them about data charges? (Another example of journalistic bias)

3.  Why didn't she research it herself on Vodafone's site? It clearly lists the charges for countries around the world. She owns an iPhone, surely she would know that that kind of information might be on their web site?! Admittedly they could make it clearer about approximate costs/amount of data used for typical use (email, maps, browsing, etc) when roaming, but having said that there's even a specific heading titled 'Tips for iPhone Users'!!

4. She was just blasting away using the phone without really thinking about it, receives the bill and knows she can't pay it so decides to go public and blame Vodafone without taking ANY responsibility herself.

Make her pay the whole lot Vodafone!!! 




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  Reply # 366422 11-Aug-2010 20:17
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+1

The other thought that occurred to me was:

-  Why didn't she check the Usage Meter on Voda's website?

Surely there is such a thing for Vodafone customers regardless of what plan they are on?
On Telecom XT it's a cinch to check your usage, so I can't believe it is that difficult on Voda???

It is just as important to keep an eye on your data usage while travelling, as it is to keep an eye on your bank account balance, so I don't think that this "chick" has much of a case against Vodafone.





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  Reply # 366427 11-Aug-2010 20:25
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This keeps coming up and will continue to come up until such time as Vodadone, TNZ, 2Degrees (essentially everyone) by default put account limits on charges, including both hard and soft limits.

Your phone should not be an unlimited line of credit, and you definitely shouldn't be able to run up a bill bigger than your rent without some sort of contact.




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  Reply # 366441 11-Aug-2010 20:36
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+1 on the OP.

But some people just buy an iPhone and use it like an iPod and a phone and dont know anything about computer stuff, so it does happen that clueless people are incharge of equipment like that.

IMO vodafone make it too easy to roam. People should have to sign something that says that they agree to pay what they are billed and they accept the charges.




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  Reply # 366442 11-Aug-2010 20:36
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Went through something like this back when I was in the US with a SIM card from Brazil. Multiple CSRs confirmed that the mobile operator's free-30-minute deal would work overseas, and then a bill of BRL 12k (roughly US$7k at the time) appeared (in three parts, actually). They then called me and said their system was showing excessive usage and they thought of contacting me to check.

Turns out they didn't factor in that AT&T would charge THEM for the roaming, even though they said they wouldn't charge ME (because of the promo they were running).

It's likely that if they DO have limits in place, they may be just too high.




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  Reply # 366447 11-Aug-2010 20:44
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Most people don't understand that Vodafone (and Telecom) still charge more per GB for roaming data than it costs for NASA to send a GB to the international space station.

I honestly don't know why Telephone companies don't put limits of less than a small car on peoples phone accounts which spend $100/month.

It's too easy to get yourself in trouble, if that girl was on a iPhone plan, in effect Vodafone had trained her that data was free and unlimited with their 3GB data bundle promotion.

No wonder she got in trouble when she went overseas. And I bet no one explained to her if she did things she was used to like looking up a address in google maps, or using facebook on the tube it would cost her thousands of dollars.




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  Reply # 366456 11-Aug-2010 20:53
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I'm not impartial as I know Nicole personally, but the fact that you are even able to rack up $6000 in data charges seems ridiculous in this day and age.

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  Reply # 366464 11-Aug-2010 21:03
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I hope she is made to pay the 6 k in the end. Clearly she knew what she was doing when she was looking up the data prices for roaming and even after she got the warning for 3000 she should have turned off cell data completely. I'm surprise Vodafone are offering to pay half the bill as a good will gesture and that still isn't good enough for her.

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  Reply # 366465 11-Aug-2010 21:04
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i think it's only fair each customer is given a credit limit the they get some sort of notice once exceeded ... but she would've known about the roaming costs / expense surely! who gets a visa, goes on a spree and then go and blame bnz for lack of warning?




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  Reply # 366468 11-Aug-2010 21:10
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s.joseph: I hope she is made to pay the 6 k in the end. Clearly she knew what she was doing when she was looking up the data prices for roaming and even after she got the warning for 3000 she should have turned off cell data completely. I'm surprise Vodafone are offering to pay half the bill as a good will gesture and that still isn't good enough for her.


I reckon by doing this they are, on a certain level, acknowledging how much of a rort the whole roaming thing is, especially as they offered to pay half without much of a fight.

Imagine if you racked up a $6,000 bill while still in NZ, I doubt they would be offering the same deal if you had an issue with it. 




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  Reply # 366472 11-Aug-2010 21:27
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Just watched the video - well done vodafone for having some soft limits! 




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  Reply # 366473 11-Aug-2010 21:29
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grant_k: +1

The other thought that occurred to me was:

-  Why didn't she check the Usage Meter on Voda's website?



That probably would've set her back another $30 lol.


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  Reply # 366474 11-Aug-2010 21:31
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Whenever I get off the plane outside NZ, I will receive a message on my mobile saying:

"3G, V Live! & Mobile data is available on Vodafone.2 enjoy these services remain on this network.Charges of NZ$10/MB apply & will b billed 2 yr NZ account" 

Which part of the message did she not understand?????? 

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  Reply # 366483 11-Aug-2010 21:37
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eugeneykc: Whenever I get off the plane outside NZ, I will receive a message on my mobile saying:

"3G, V Live! & Mobile data is available on Vodafone.2 enjoy these services remain on this network.Charges of NZ$10/MB apply & will b billed 2 yr NZ account" 

Which part of the message did she not understand?????? 


aparantly she didnt recieve them..... even though vodafone confirmed that they sent one everytime she changed networks.   yarn.

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  Reply # 366485 11-Aug-2010 21:38
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Before you guys get too rabid, a couple of points to keep in mind.

SMS is a less reliable delivery method than email (which is saying something), and billing reconciliation can be a long way from real time.




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  Reply # 366491 11-Aug-2010 21:43
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Not defending her but take into account that until iOS 4, you couldn't easily switch off data roaming on an iphone. I think a lot of you are overestimating the amount of knowledge people have about technology.

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