Vodafone customer? Might want to read this...

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This is the reply i have got from Vodafone.

Hello Andrew,

I confirm that the speculations of the out of bundle charges are rumours. We will only be monitoring our user after they exceed there limit and not charge anything for it.

I would like you to know that until now we have learnt that until today only 3% of our customers exceed the limit of 500MB.

I also have a good news for you that we will be exceeding the limit from 500MB to 1GB very soon.

We have also confirmed this on our Eforums, you can certainly have a look at it. To do so please click here.

I trust this information is helpful



Kind regards,







Pankaj Dudani
Vodafone Customer Services
 
Is vodafone customer service always appauling?

Contacted them about 2 weeks ago, and many times in between yet i still have no answers to my questions :/
 
Vigoro said:
Is vodafone customer service always appauling?

Contacted them about 2 weeks ago, and many times in between yet i still have no answers to my questions :/
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Yes, it's absolutely dire.

Their handling of this "crisis" has just shown how awful it really is.
 
[TW]Fox;16621572 said:
Poor grammar from customer service staff is never acceptable but this is just completely the wrong term!
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I had loads of poor spelling off of their staff the other day on the live chat. They kept finish all replies with..... aswell which was rather annoying.
 
Vigoro said:
I had loads of poor spelling off of their staff the other day on the live chat. They kept finish all replies with..... aswell which was rather annoying.
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Ah yes. Every single one of them writes "..." after each word/sentence.

Surely someone would have told them it's extremely rude and looks stupid? Guess not :p
 
So according to the link I was sent, I use over 500MB and now I will be charged extra. Therefore I should be able to cancel under the clauses of the contract I signed.
 
I've had a complaint in with Vodafone for 4 weeks now regarding a different matter that I'm yet to have a reply to, if it gos past the 29th which will be 30 days then i will be penning a letter to the CEO himself - does anybody happen to have contact details for him?

Also, even if they move the limit up to 1GB, I still dont think that is satisfactory, I'm on a business plan at the moment that specifys Unlimited Mobile Internet - not just Mobile Internet like most consumer plans, and I have no intention of losing my Unlimited, so I will be using that and the complete lack of response to my previous complaint to get out this contract.
 
Very interesting post from someone who obviously has some legal understanding on MSE -

I have been battling this with the Director's office and have stated my understanding from the comments Vodafone staff have published on their website is they admit to changing a condition and they admit to introducing a charge.

I received a phone call tonight that astounded me. The member of staff in the Director's office told me I do not have the right to cancel my contract, the condition is not a change, they reserve the right to introduce no charges, but the final straw for me, after some careful deliberation and legal posits to them, is although we absolutely disagree:

'We are not in a position of deadlock and we will not be issuing you with a deadlock letter'!!!!!

I explained my understanding is we are at a de-facto state of deadlock as we have attempted negotiations in writing and by telephone, they will not move on their position, I will not move on mine, so by default we are at deadlock. The member of staff said I can go to Otelo but they will not be issuing me with a letter of deadlock again.

I followed this up whilst it was all fresh in my mind with a letter advising them of my understanding of the phone call tonight, I made my position clear, I reiterated my understanding of their position, and advised I believe we are now at deadlock. If they disagree, they must put their reasons to me in writing why they believe we are still negotiating and do this within the next seven days.

I really am astounded that a person from the Director's office cannot accept we are at a deadlock when we have exhausted negotiations. I also pointed out I work in an area dealing with legal issues and made some very clear, very cohesive arguments in a very level-headed manner. The member of staff was definitely from a customer-focussed background and not legal background because she started to try the 'broken record' tact on me, when that did not work they went onto interrupting me, when that didn't work they did the 'okay, okay' then pausing and breathing out which meant all they wanted to do at this point was get rid of me.

Very concerning, Vodafone, very concerning. Fortunately from my legal understanding I can invoke deadlock and they have to now prove we are not at deadlock.
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Somebody asked him to explain further -

Absolutely. In essence, deadlock is reached when the two parties have reached an impasse. Both parties have attempted negotiation, they have put their respective arguments across, possible compromises have been explored and any potential compromise has been dismissed as unacceptable, and the mutual stance means no further progress can be made.

For me to advise my position to Vodafone, then the Director's office to advise me of their position, their attempt of negotiation was simply to reiterate their position and clarify this. My attempt of negotiation was to state they have introduced a charge that was not present when I commenced my contract, the 'fair use policy' was no longer a fair use policy, therefore I have the right to cancel under clause 11.2 of their terms and conditions.

As Vodafone will not move, other than to repeat what they said, and I will not move, we are in a de-facto state of deadlock (de-facto as in Vodafone does not accept we are at a deadlock, but by the virtue that we can no longer make progress in our negotiations then we are automatically at a deadlock).

The member of staff amazed me by telling me we are not at a deadlock though, which is why I asked for a letter listing the reasons why they believe this and why they believe we are still negotiating. It was like she was stood at an open door and arguing it was closed, and whilst I put my case forward in a level-headed, well thought through manner using appropriate legal speak; she got more frustrated in the tone of her voice and conveyed absolutely no legal knowledge of my situation at all.

The call was clearly designed to stop me going to Otelo, and the refusal of the deadlock letter is for the same reason. This is why I followed up a letter to Vodafone clarifying my points and making it clear they refused to negotiate in any way. With this course of action, my understanding is Otelo will be able to see a clear picture of my efforts, a clear picture of Vodafone's response, and a clear attempt to stop me taking it to Otelo.
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Certainly might be one way of getting them to budge.

However -

This gets even better. I have just received a follow-up to last night's conversation, I won't go into all the details as it is mostly just a Vodafone reaffirmation of their position, but finishes:

Vodafone wont be providing you with a Deadlock letter as the change is due to a Commercial decision and it falls outside of Otelos terms of reference.

In other words, Vodafone are now arguing this document (PDF) - http://www.otelo.org.uk/downloads/Otelo_TOR-20June2006_AB.pdf - says I cannot complain to Otelo and I am assuming they are using clause 11.2(h) to withhold my right to complain.
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Vodafone..... :rolleyes:
 
So what is the actual script here? Are they introducing new charges or not? :p OK I read it and I see we will be.

So by posting a message on an e-forum they believe thats me informed now? Seriously why should I have to wait until I exceed the 500MB limit to find out that I've had my contract with the company change and I will be charged more? I don't quite understand this :rolleyes:

This 3% argument is a load of tosh anyways, it is simply a change to my current contract that I(and a lot of other customers) clearly havent been informed of.
 
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jrodga2k5 said:
You thinking of attempting to "Get Out" so to speak when 1st of June hits?

I will phone them to see if this changes the terms laid out in my contract :p
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I'm going to wait and see how things develop.

We may well most likely have to wait until you actually get a message from them (it seems T&C's dont apply, they just make rubbish up as they go along) informing you about your over-usage, and then push them for cancellation when you are charged/going to be charged.
 
DAMN!!! I have just signed up to Vodafone (HTC Legend/£20pm/with 'Unlimited Internet'...so this is 500mb so can i now cancel my contract? as the terms have changed or ??
 
Biz.Kid09 said:
DAMN!!! I have just signed up to Vodafone (HTC Legend/£20pm/with 'Unlimited Internet'...so this is 500mb so can i now cancel my contract? as the terms have changed or ??
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Define "Just signed up", as in, today or a few days ago?

You can return it usually within 7/14 days anyway, under the cooling off periods etc.

If it was a few weeks ago, then you'll need to hope this gets resolved :p
 
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