13-06-2017 12:25 PM - edited 13-06-2017 12:26 PM
I'd lay a Complaint.
That might get some "action" from the stealthy ninjas.
Its also the first step in going through the Telecommunication Dispute Resolution (TDR) Scheme
Bahahaha - just tried to lay a complaint through http://www.vodafone.co.nz/contact/complaints/form/
Guess what, Vodafone bounce back with a 500 Server Error. (whatever that means)
The irony of that is stunning.
13-06-2017 01:45 PM
Apologies, I haven't heard back from the team but have chased to get an update.
16-06-2017 11:09 AM - edited 16-06-2017 11:12 AM
3 words - absolutely rubbish service.
An update if you care to know - Vodafone have cleared up the confusion.
Essentially I was told that what I have asked for is not available to me - even though VF do advertise a package of exactly what I am asking for (upgrade from 100GB capped ADSL to uncapped ADSL) https://www.vodafone.co.nz/broadband/adsl/?data=unlimited&speed=fast&phone=yes
Only after 2 weeks have I been told that I can't have the new package without signing up for a new modem and subsequently a term contract, apparently 12 years of faithfulness is not enough.
If I had been told I needed to sign up to a term contract to begin with then I would have flat out refused from the get-go. It appears that Vodafone hoped they could slip this little tidbit under the radar, presumably whipping out the exessive disconnection fee if I chose to disconnect before the term was up. The fact that in 3 phonecalls this was never disclosed once means it probably an institutionalised practice.
Vodafone bribed me with a free month and credits etc to put out this fire, but because I do not consider this resolved I'm not going to even begin to praise them. It took much longer than should have been necessary to even contact me and is still unresolved as I still don't have what I asked for and was told I could have.
Fortunately I am no worse off monetarily now as I have reverted to my original plan and they are crediting my additional usage for the month but I wouldn't exactly call being back at square 1 as a win for either party.
The number reason I am unhappy is the only way I got any action was to lay a complaint via the Telecommunication Dispute Resolution program and only once I laid the complaint did I get 5 phonecalls within 24 hours following up.
My advice to anyone not getting a timely response, go straight to the TDR and let their KPI measures make Vodafone accountable to an authority other than themselves as customer satisfaction apparently means nothing to them as long as the complaint stays within the 4 walls of VF.
So long and thanks for all the freebies Vodafone.
30-06-2017 03:52 PM
You guys just continue to underwhelm. Ever wonder why you are getting terrible customer feedback?
I was promised that the excess usage charges would be waived and that I would recieve a months subscription free.
Instead I have been sent a $222 invoice for a $55.95 a month plan!
What the hell?
09-07-2017 06:02 PM
I'm sorry about that, please message me direct with your account # and I'll follow up again.
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