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DEALING WITH VODAFONE

Updated: Jan 24, 2021

More than twenty years ago my daughter insisted I get a mobile phone. I wasn’t averse: I just hadn’t got around to it. She came with me. I bought the then fashionable small Nokia and signed up to a plan with Vodafone. Several phones later, Vodafone still provides me with an adequate mobile service at what seems to be a reasonable cost. How much longer will it last?


About three months ago, a Vodafone salesman rang me and invited me to shift my Broadband and land line across to Vodafone as well. I’m not usually a sucker for phone salesmen but this guy seemed to make sense. First, I’d have all my phone business with the one provider. Second, I’d get free toll calls around New Zealand. Third, the connection could be done seamlessly. A modem would be sent to me and an agent would visit to ensure I had fibre and then connect the relevant bits of wire. Fourth, I would find that my bills were slightly cheaper than Spark was charging.


To my eternal shame, I agreed to sign up. I provided the guy with my Spark account number so that when the new system was ready I could be disconnected from them. It took an age for the modem to arrive, but eventually it did. But, no follow up from Vodafone. Eventually, I emailed the agent to find out when was connection day. He gave me a date. So far, so good.


Ten days before the projected connection date, our phones and incoming emails died. In its infinite wisdom, Vodafone had disconnected us from Spark ten days before they planned to connect us to their service. So much for the “seamless” transition! When the day came for the new connection, no word from Vodafone. So, I rang the person who had sold me the idea of a seamless transition. I was told that I had my modem and it was over to me to connect it to the phone system in the house. When I protested that that wasn’t part of what I’d signed up to, I was told to get in touch with someone who, for a fee, would connect me. I further protested and received not one, but two messages telling me that as far as Vodafone was concerned, they’d performed their part of the deal.


Meanwhile, Spark had helpfully allowed us to keep our existing emails. By now, of course, I was wishing I’d told Vodafone’s snake-oil salesman to jump in the lake when he first rang. But, after a lengthy and combative political life I wasn’t going to let dishonesty win. My land line still wasn’t operational, so I rang Vodafone’s emergency service on my mobile, only to be put through to an amiable, but useless functionary located in Mumbai. He took my details and promised someone would get in touch. No one did.


So, I decided I’d write a stiff letter of protest to the CEO of Vodafone, a fellow called Jason Paris, outlining what had been promised by his agent, and telling him of his company’s dereliction of duty. I posted the letter to him on 8 December 2020. By then I had been without a landline, and dependent on my cell phone, for nearly three weeks. I faced a dilemma: did I try to retreat from this appalling encounter with the sleazy Vodafone and return to Spark? Or was it easier just to find someone to do the connections for me? I decided the latter was easier and more likely to produce results. If I waited for Jason Paris to intervene, I might well find I had no landline over Christmas.


Lucky me. As it turned out, I might just as well have posted my anguished note to Jason Paris to the Dead-Letter Office. Maybe he is still sunning his bum somewhere, because as of 20 January, six weeks later, there’s been no call, no letter, and no sign of anyone from Vodafone to ensure their customer’s problem has been fixed. I hadn’t realised that major phone services took holidays.


There are messages in this:


First: NEVER SUCCUMB TO ANY PHONE SALESMAN.


Second: STEER CLEAR OF VODAFONE’s BROADBAND/LANDLINE SERVICES, ESPECIALLY ANY PROPOSED DEAL RELIANT ON VERBAL PROMISES.


Third: DON’T WASTE YOUR TIME WITH VODAFONE’S CEO. HE TOO IS A WASTE OF SPACE.


Four: BUT, START THINKING ABOUT YOUR MOBILE PROVIDER. I SEE VODAFONE HAS RECENTLY BEEN SOLD. WHAT DOES THAT AUGUR FOR THOSE OF US WITH 021 NUMBERS? INCOMPETENCE, OR WORSE, CHARLATANS IN ONE AREA, CAN CROP UP IN OTHER PARTS OF ANY EMPIRE TOO.


2,067 views19 comments

19件のコメント


larry
larry
2021年1月22日

Hey "Paul".


Has the "next time" happened yet?

If so, then what is your storey?

Who is! this mysterious, anonymous "supplier", the one that does "good customer" service"?

Is it really Skinny as one contributor has suggested?

If a visit to Vodaphone HO is needed to get any sort of response, then are we "All Doomed".

Would our Government's regulatory intervention produce any useful outcome?


Others may choose to offer advice.

いいね!

I have been with Vodafone's cable internet since they were Saturn, back in the 1990s. For most of that time, there was no remotely comparable broadband service. But the last time I had to get a fix from them for a service problem, I decided that the next time I would tear out the cable, get fibre connected, and go to a supplier that has a clue about customer service. It was evident that not only were the people in the "help" desk lying to me, but their managers were lying to them.

いいね!

My daughter was home recovering from brain surgery when Vodafone decided to cut off our landline with no warning. A couple of says of call centre folk in parts afar promising reconnection didn't yield any actual action.


I took a morning off work and made a visit to Vodafone House in Smales Farm, Auckland. At reception I asked to see Jason Paris and was queried around an appointment. Said I didn't have one. Was queried about why I wanted to visit, responded I wanted to have a chat with the man legally responsible for placing my daughter's life and safety at risk (our house has very dubious mobile coverage, landline for emergency calls was important)...


It transpires that Vodafone have…


いいね!

larry
larry
2021年1月21日

Thanks Catrax. I'll give it whirl and report back. My Vfone bill for landline/mobile/UFB and hardware is $227 per month? (12 or 13 months dunno). I would think about $50per month over the top.

いいね!

Good plan Larry... !

To note, their website platform is easy to use..

A couple of small annoyances.

After top up and selecting plan, there are 2 options to pay for it, easy to mistake them.

2. After selecting plan the only way to exit that screen is to hit top left Skinny icon, only other two options are to purchase "Add ons" .


That plus 4 weekly instead of monthly plans drops my rating above to 9.5/10

いいね!
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