Surprised by Vodafone's customer retention efforts!

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gmball

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#72983 6-Dec-2010 13:42

So I have seen reports that Vodafone are supposedly losing thousands of customers to the likes of 2degrees...

Im currently on a Smart 1 iPhone plan, about 14 months into my 2 year contract.

Phoned Vodafone 777 to confirm the termination fee which applies, and am happy to pay, was asked by the phone rep why I am thinking of leaving, advised her that for $8.15 more on 2 degrees for $49 I can get 160 mins calling, 1000 texts, and 50mb nationwide data, and 1GB 2degrees data add on. Not to mention rollover mins.

Currently for $40.85 Vodafone offer me 30mins call time, 300 texts, and 250mb data. (3gb data promo but dont need that much data). And not prepared to move to Vodafone smart2 plan as its $11 more than 2degrees for less call time.

The phone asked if I would like to speak with their sales team as they may be able to offer an incentive to stay.

They phoned back, and quote "given the plan I am on, we are unable to offer you anything".

Surely Vodafone has better policies in place, what about the likes of the old handset discount vouchers, or waive the resign fee for a Iphone4 etc.

Wasnt actually expecting anything, but a little surprised that they are quiet happy for their customers to leave?

Linuxluver

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#413452 6-Dec-2010 13:53

gmball:

Wasnt actually expecting anything, but a little surprised that they are quiet happy for their customers to leave?

Sometimes businesses segment customers into high value and low value.

They will make more effort to retain customers with a usage profile and spend they see as being high value.

They make less effort for those they do not.

At least you know where you stand.

_____________________________________________________________________

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SteveON

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#413457 6-Dec-2010 13:58

Linuxluver:
gmball:

Wasnt actually expecting anything, but a little surprised that they are quiet happy for their customers to leave?

Sometimes businesses segment customers into high value and low value.

They will make more effort to retain customers with a usage profile and spend they see as being high value.

They make less effort for those they do not.

At least you know where you stand.

Well I'm not sure if this is right... Prepay is generally in the lower price market. Then why does Vodafone give more incentives to prepay than On Account?

gmball

578 posts

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#413562 6-Dec-2010 16:06

Yep, certainly know where I stand now.

A while ago I was considering paying the early resign fee of $172.50 to resign my smart1 plan and purchase a subsidised iphone4 (as Im over 12 months into my 24 month contract).

Decided that the $195 complete termination fee would be more financially sensible in the long term, by changing to a provider who was offering better value plans.

Had Vodafone offered say to waive the early resign fee and enable me to purchase a Iphone4 16GB at $619 subsidised, they possibly could have kept me as a customer for the next 24 months.

Cant really work out how Vodafone benefits in these circumstances by only charging slightly more for a complete termination as opposed to a early resign.
Surely most companies would encourage users to resign than leave completely. Maybe Vodafone are not like most companies.

Obviously they were not interested!

Time to move on.. 2 Degrees here I come. Rant over.

gmball

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#413995 7-Dec-2010 12:45

One very satisfied customer now!

Pleased to advise that I was contacted by a Vodafone representative.

Very satisfied with what was offered, and will continue to use Vodafone as my provider.

Appears that Vodafone are very interested in retaining their existing customers.

Wasn't expecting to receive a personal phone call or an offer, and greatly appreciate what was made available.

The cost of the plan isn't always the make or break factor, this personal service makes a huge difference.

Thanks again johnr for helping make this possible!

johnr

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#414021 7-Dec-2010 13:58

gmball: One very satisfied customer now!

Pleased to advise that I was contacted by a Vodafone representative.

Very satisfied with what was offered, and will continue to use Vodafone as my provider.

Appears that Vodafone are very interested in retaining their existing customers.

Wasn't expecting to receive a personal phone call or an offer, and greatly appreciate what was made available.

The cost of the plan isn't always the make or break factor, this personal service makes a huge difference.?

Thanks again johnr for helping make this possible!

Glad I could get you in the right direction

John

itxtme

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#414039 7-Dec-2010 14:13

johnr:
gmball: One very satisfied customer now!

Pleased to advise that I was contacted by a Vodafone representative.

Very satisfied with what was offered, and will continue to use Vodafone as my provider.

Appears that Vodafone are very interested in retaining their existing customers.

Wasn't expecting to receive a personal phone call or an offer, and greatly appreciate what was made available.

The cost of the plan isn't always the make or break factor, this personal service makes a huge difference.?

Thanks again johnr for helping make this possible!

Glad I could get you in the right direction

John

oh cmon, you have to tell us what you got!

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jjero

45 posts

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#414180 7-Dec-2010 18:37

Unlike the OP, I was disappointed by their retention efforts.

I too have been in a similar situation the only difference is I'm on starter but have a 100mb addon and two best mates so I pay roughly $40-45 a month.

I called to confirm that my contract was over. They said yes but asked me to call their sales department as they may be able to offer me something competitive to 2 degrees $29 plan + 1gb data add on.

A lady at the sales department offered me 120 minutes, 600 txts, a bestmate and 100mb for $40.80. I declined as 100mb isn't enough for me. She transfered me to the customer retention team as she didn't have the power to offer anything more than 100mb.

The customer retention team said they couldn't offer anything competitive with 2 degrees for me because I have only been a customer for 2 years. However I have actually been a customer for 8-9 years but obviously they only count from the last contract you signed.

After 3 days of vodafone stuffing me around (lots of calling back and them forgetting about me) off I have gone to 2 degrees as of today.

As to the value thing, I know I'm 'medium' value as I saw it at a vodafone store a while back when one of the reps opened my account.

gmball

578 posts

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#414185 7-Dec-2010 18:53

jjero: Unlike the OP, I was disappointed by their retention efforts.

I too have been in a similar situation the only difference is I'm on starter but have a 100mb addon and two best mates so I pay roughly $40-45 a month.

I called to confirm that my contract was over. They said yes but asked me to call their sales department as they may be able to offer me something competitive to 2 degrees $29 plan + 1gb data add on.

A lady at the sales department offered me 120 minutes, 600 txts, a bestmate and 100mb for $40.80. I declined as 100mb isn't enough for me. She transfered me to the customer retention team as she didn't have the power to offer anything more than 100mb.

The customer retention team said they couldn't offer anything competitive with 2 degrees for me because I have only been a customer for 2 years. However I have actually been a customer for 8-9 years but obviously they only count from the last contract you signed.

After 3 days of vodafone stuffing me around (lots of calling back and them forgetting about me) off I have gone to 2 degrees as of today.

As to the value thing, I know I'm 'medium' value as I saw it at a vodafone store a while back when one of the reps opened my account.

Sorry to hear that your experience was somewhat different.

I certainly spend significantly more than the $40.85 smart 1 plan, with addons like family and bestmate taking my monthly spend usually over the $70 per month mark, and having been a contract customer for over 6 years.

I can imagine this made a difference with what I was offered.

Its certainly worth trying, and the extra competition in the market helps.

tripp

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#414396 8-Dec-2010 06:24

The only thing that keeps me paying vodafone over 140 a month is the 3gigs of data on the smart plan, the day that goes is the day i take my phone and netbook to 2degrees.

johnr

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#414397 8-Dec-2010 06:37

mrtoken: The only thing that keeps me paying vodafone over 140 a month is the 3gigs of data on the smart plan, the day that goes is the day i take my phone and netbook to 2degrees.

Could you go anymore off topic?

NzBeagle

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#414409 8-Dec-2010 08:09

Had similar disappointment after coming out of contract, I was called with an offer to resign, however, after asking for specific device subsidies rather than the rubbish free phone they suggested they never got back to me, this has happened on two occasions throughout the year. Also been on contract for 5+ years. Additional to the bonus 3gig mentioned, I don't believe signing up to a contract for a limited time offer that could be dropped when they please is not reason to sign up to a contract. Take the contract as it is, 250mb. Makes it hard to support a company that doesn't often return the favour.

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wreck90

780 posts

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#414410 8-Dec-2010 08:11

As soon as 2-degrees builds a local presence in Tauranga, vodafone is gone-ski.

Actually, I'm thinking of going to telecom anyway, the vodafone 3g just does not like iphone 4. I tried out telecom prepaid and works much better.

JimmyC

726 posts

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#414594 8-Dec-2010 12:55

wreck90: the vodafone 3g just does not like iphone 4.

The whatnow?

tripp

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#414601 8-Dec-2010 13:10

johnr:
mrtoken: The only thing that keeps me paying vodafone over 140 a month is the 3gigs of data on the smart plan, the day that goes is the day i take my phone and netbook to 2degrees.

Could you go anymore off topic?

John we are talking about keeping customers, so I have posted saying what is keeping me with vodafone (the extra 3gigs of data each month).

Once that has gone I will be moving to someone else that offers better deals.

Swindog

25 posts

Geek

#414697 8-Dec-2010 16:23

SteveON:
Linuxluver:
gmball:

Wasnt actually expecting anything, but a little surprised that they are quiet happy for their customers to leave?

Sometimes businesses segment customers into high value and low value.

They will make more effort to retain customers with a usage profile and spend they see as being high value.

They make less effort for those they do not.

At least you know where you stand.

Well I'm not sure if this is right... Prepay is generally in the lower price market. Then why does Vodafone give more incentives to prepay than On Account?

They do this as an incentive to intice you to a contract plan. Smart business...spend more on the non-contract as its cheap marketing to give you a free $20 credit for a month on prepay than free $20 credit on your data plan.