[Resolved] Vodafone Upgrade Gone Wrong

gummibears on 22/01/2015 - 17:24
Last edited 27/01/2015 - 14:09

Update: Issue has now been resolved.
- Received call from Vodafone resolution centre.
- Agent said could not apply 500mb as it does not exist in the system.
- Instead she added a 1gb data pack to my account and provided discount to offset the costs for 12 months

Thanks all.

Hi all,

I would like your advice/suggestions on this situation. A shortened version of events is provided at the end.

My previous 2-year contract with Vodafone ended approximately April/May 2014. The phone and plan I was on at the time was sufficient for my needs and so I did not actively seek an upgrade. Thus, I had not conducted any research into the plans offered by any of the service providers.

In November 2014, I received a call from a Vodafone sales lady asking if I was interested in an upgrade. After some discussion, I had decided to upgrade and negotiated a package which included the following:

  • Remain on the same plan for 24 months.
  • Brand new Note 4 + discounted handset fee.
  • Data workout (no charge for going over your data usage) for the first 2 months.
  • Additional 500mb data (making it 1.5Gb total) for the first 12 months.

The phone arrived within 1-2 days after the call and all seemed fine. However, I noticed that I still had a data limit of 1Gb. At first I thought that it may take effect with the new billing cycle but come December there was still no change. This is when I first called up Vodafone to discuss the missing data issue.

The support call centre (SCC) person argued that the additional 500mb data was only available to those who had upgraded or signed up online not over the phone. I said that that was fine, however, I was offered an additional 500mb of data for the first 12 months by the sales lady over the phone as part of the upgrade. (Maybe he thought that I was trying to claim the 500mb in hindsight?) Anyway, I directed him to the appropriate phone conversion. After some time on hold, he came back and said that the 500mb was indeed offered and that the issue would be rectified within 10 working days.

So a month goes by and still there has been no change in my data limit. I thought maybe the report had been lost over the Christmas period so I call up for a second time asking for an update. I describe the issue and the person reads over the previous report. He then tells me that the job has been closed as the 500mb was an online only offer. I went ahead and again explained to him that the offer was made by the sales lady. I would not have upgraded at the time if the 500mb was not included (In fact, I asked for a further discount but she declined and offered me the additional 500mb instead). This SSC had a very aggressive tone and constantly talking over the top of me. He then accused me of

  1. "assuming that the additional 500mb data was for all upgrades" and
  2. that I "insisted in following up the investigation even after I had been told that the 500mb offer was for online only and that they had closed the report".

Both points that he raised are untrue. I explained to him that for point 1, I did not assume as it was the lady that offered it to me as part of the upgrade. I did not ask about it as I was not even aware of it. As for point 2, the first SSC had already acknowledged that the sales lady offered the deal and that the issue would be resolved within 10 working days; which is contrary to "closing the report as it was an online only offer". I wasn't getting anywhere with this person so I asked him to listen to the initial conversation with the sales lady to which he declined as he did not have access to it. He said that he would have his manager listen to the conversation and call me back if I had a case, otherwise they would not call me back. It's been over a week and no call.

So from my point of view, either

  1. the sales lady was in the wrong by offering the additional 500mb for the first 12 months when she had no authority to do so; an aspect which influenced my decision to agree with the upgrade.
  2. the SSC is unwilling to give me the additional 500mb for the first 12 months

Honestly, I am sick of dealing with this issue. I feel it is easier for me to just let it go and sign up with another provider when the contract ends. I am not desperate for the 500mb and it wouldn't be too much of a stretch to stay within the 1Gb month limit. However, I will feel cheated if I do let it go.

What would you guys do in my situation?

Thanks for reading.

TL;DR

  1. Received phone call discussing upgrade from Vodafone sales lady.
  2. Agreed to: remain on same plan for 24 months, new phone, 2 months data workout, 12 months additional 500mb data (1.5Gb total). All offered by the sales lady herself.
  3. After a month, data limit still showing 1Gb instead of 1.5Gb.
  4. Call up the support call centre. Person argues that additional 500mb was online offer only. I directed him to the initial conversation where the sales lady offered me the 500mb in lieu of a discount. Call centre person acknowledges the offer made and said it will be resolved within 10 working days.
  5. After another month the data limit still shows 1Gb. I call up asking for an update on the progress of the job. Call centre person says the report has been closed as the offer is for online only and that I was not eligible. I describe to him that the sales lady herself offered it to me over the phone and directed him to the appropriate conversation. He declines listening to the conversation and says his manager will listen to it. If they find that I have a case they will call me back otherwise they will not call me back.
  6. Over a week later; no calls from Vodafone. Was the sales lady in the wrong for offering something she could not offer or are the support team unwilling to give me the additional 500mb data?
  7. Is it worth the effort following up on this? I feel it is easier for me to let it go and change providers at the end of the contract but at the same time I will feel cheated as I did not get what I signed up for. 8. Any advice/suggestions?

TL;DRs TL;DR

  1. Accepted offer to upgrade my Vodafone plan.
  2. Did not get what was agreed upon.
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Comments

  • Davo1111 on 22/01/2015 - 17:34
    +5

    TIO

    • gummibears on 22/01/2015 - 20:47

      Thanks Davo; will look it up.

  • ProjectZero on 22/01/2015 - 17:42
    +1

    I'd go into a voda store and see if they can do anything. Reason being, in a public place, they would have to be civil with you, and the staff at the stores would usually have more important things to do and should fix this up asap for you or at least let you talk to the manager of the store.

    If that doesn't work… maybe talk to TIO like Davo suggested.

    • gummibears on 22/01/2015 - 20:50

      Yeah I forgot to mention that I did go instore for help before I called customer service. The person at the store said that there was nothing he could do regarding my missing data and that I would have to call up to resolve it. So I called up the same day and this was when it all started.

      Thanks ProjectZero.

  • PurchaseAnxiety on 22/01/2015 - 17:50
    +1

    Definitely a TIO matter. You have attempted to rectify the situation more than once and have verified that they have evidence that they made you an offer, which they must then deliver on. That's really all you need for a valid complaint.

  • Paul Atreides on 22/01/2015 - 18:34
    +1

    errm, don't bother calling them again, straight to TIO. you've raised your complaint to them and not satisfied with the resolution.

    http://www.tio.com.au/

    make a complaint online, have your billing account numbers/customer number ready

    • gummibears on 22/01/2015 - 20:51

      Will do. Thanks!

  • Banana on 22/01/2015 - 21:09
    +1

    Voda people are rude ( over the phone). Sister called up regarding an upgrade and the lady just kept talking over her. She insisted that they "chat like friends" rather than doing the "dollar to dollar" thing ( she called up to see if Voda would match Optus' offer and they refused even though the account has been with them for a long time). She tried to convince her that staying with Voda would be supporting local business because their call centers are in Australia. Yeah, right.

    • Davo1111 on 22/01/2015 - 22:55

      she called up to see if Voda would match Optus' offer and they refused even though the account has been with them for a long time

      They're under no obligation to price match, and most of the time people are bluffing when they say they are going to leave

  • spychiatrist on 22/01/2015 - 22:00
    +1

    Been a Voda customer since 2008. They are hopeless when it comes to online offers, and worse when you have multiple plans (I had 4 at one stage), and I spoke to their online reps twice a month on average. Eventually it will get fixed, but is annoying. On my last issue with my billing, I used emails to communicate. An Aussie rep eventually called and the issue was sorted…after two months. I can't believe they can screw up monthly billings that bad, at this dasy and age. Only reason I am still with Voda is I availef their Xperia Z plan, hoping that 4G will take care of the non-existent 3G coverage I have. Boy, I was wrong. Anyway still sticking with Voda until my 24-mo plan matures.

  • AssociatedUnorthodox @ Vodafone on 22/01/2015 - 23:01
    +1

    Vodafone employee and soon to be manager here

    First off, I'm guessing you were offered all this by 'priority care' who need to leave notes on any offers provided to you.

    Have you received a copy of the contract? If not, head into any store and it can be generated and printed off for you.

    Store staff can easily see notes on your account and any offers + data packs added.

    My suggestion, head into a store, grab your contract and ask them to call Priority Care to confirm the offer. Ask for an emailed transcript of your phone call if necessary.

    A store manager can add on a credit of $5 recurring or $60 to cover a 500mb data add-on for 12 months with approval from the area manager (if you have the proof/evidence)

    • gummibears on 23/01/2015 - 11:38

      Thanks for your input. I've already lodged a complaint with TIO. However, I'll address your questions anyway.

      I'm not sure if it was 'priority care' (I've been with Vodafone since the transfer of Three mobile if that means anything). I don't recall seeing the
      1. discounted handset fee,
      2. 2 months data workout or
      3. 12 months additional 500mb
      on any of the papers that were delivered with the phone. Despite that, I have been receiving items 1 and 2.

      Anyway, my first point of contact was actually by going in store. However, the staff member there (looked like he was in charge at the time) was quick to direct me to call up customer support as store members did not have access to such details. He also said he didn't have the capabilities to reset my password required for online access. Initially he kept insisting that the password is just the pin number but then realised and said I would have to call up customer support for that too. Maybe it was true that he wasn't able to help or maybe he was being lazy and diverting the issue to someone else. Point is, some people make an effort more than others; depends on who you speak to. I went home straight after and called customer support.

      • AssociatedUnorthodox @ Vodafone on 23/01/2015 - 12:01
        +1

        Not an issue. I'm not represinting Vodafone by posting this. Just giving you insight into the workings of the system

        :) Hope everything works out!

        • gummibears on 23/01/2015 - 12:03

          Very much appreciated.

  • Simon1664 on 24/01/2015 - 16:49
    +1

    I'm dealing with the same issue.

    I called in November to buy two new handsets. As part of the negotiating I was offered an additional 500mb on both handsets.

    When they came, the phones only showed a 500mb limit. I went to the store, and was told "It sometimes takes a while, give it a month". Foolishly I allowed that to happen, missing out on my 30 day cooling off period.

    Today they are telling me that no such offer existed, and that I can't get a transcript of the call as nothing is recorded.

    I'm in a "He said, She said" situation.

    They said i'd get an official answer in 72 hours, but can only assume what will happen.

    As per previous comments, i'll be off to the TIO if this goes the way I feel it will. My previous experience using the TIO was excellent. As soon as I mentioned it, I suddenly received excellent service (Optus!!), and they sorted it all out.

    Keep me up to date, and i'll do the same.

    • gummibears on 27/01/2015 - 00:40

      Will do. No update from TIO as of yet.

    • gummibears on 27/01/2015 - 14:06

      Got a call just now from the Vodafone resolution centre. I described the issue to the agent. She explained to me that there were two channels which accounts fall under; online and phone signup/upgrade. Given that my contract was upgraded over the phone, there was no way to add the 500mb offer as the system doesn't accommodate for it. Thus, she questioned why the sales lady offered the 500mb as there was no way she could have applied it (or at least she doesn't know of a way to apply it). Anyway, the resolution agent instead added a 1gb data pack to my account and provided a discount for the first 12 months to nullify the costs. Thus, I get an extra 1gb rather than 500mb! The package has already been applied (took 5-10 mins). I'll have to remember to cancel the 1gb data pack subscription after 12 months or I'll get charged.

      The discussion I had with the resolution agent was quick and painless, and I believe she was Australian so there wasn't any misunderstandings in conversation. Great outcome. Thanks to all who recommended TIO.

  • Simon1664 on 28/01/2015 - 01:03
    +1

    That's good to hear. Hopefully it's this easy for me!!

    As soon as you mention the TIO, a different level of support is provided. It's the best advise I have ever been given, however you need to allow the normal process to play out first.

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