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Vodaphone Answered - 12 Days Later!

Posted Dec 02 2008 3:06am
Here is their reply to me...

Hello Robyn,

I have discussed your case with my manager.

We have come to a conclusion stating that we would be able to provide you with $10 off your broadband service if your home phone line rental is with us .Since your home phone line is with a different provider you are currently paying $50 for your broadband service. If your home phone line rental is through us you will be eligible for a $10 direct dial discount, Hence your broadband service will be charged at $40 and your home phone line rental will cost you $42.50 inclusive of GST. We have decided that at this stage if you decide to bring your home phone line rental to us we will provide you with 3 months of free double your data. We will not be able to extend this offer at the moment but there could be newer plans or promotions sometime next year.

Alternatively you could also check out the ideal pack we offer. Below is the link to the ideal pack.

http://www.vodafone.co.nz/home-phone-and-broadband/bundles/ideal-pack.jsp

We also have the double your data option.

How much does it cost?

*
Double your data on the easy pack (get another 1GB) - $5 per block( same for broadband 1)
*
Double your data on the ideal pack (get another 5GB) - $10 per block( same for broadband 2)
*
Double your data on the ultimate pack (get another 20GB) - $30 per block

Please let us know in what you would like to do.

If there are any other further queries please respond back to this email.

Kind regards,

Vivek George


and here is my reply to them....



Dear Vivek George,

Well,

This doesn’t really suit. For one – I have phone two lines, not 1. Someone else uses the telecom line and that can’t be changed.

Telecom, Orcon, maxnet, Xnet are all offering 10gb data plans at the same price that you offer me only 5. I can go to any of those companies RIGHT NOW, and get 10gb of data allowance for the same price I’m paying you now for only 5gb. Your double your data plan only gives me 3 months. I need something more long term than that. ONLY one of those companies want my phone for that, and that’s Telecom, of which I already have my phone with – the others don’t care, and I still get MORE data allowance for the same price.

Why should I have to move my phone to you when I can’t USE a phone to get that discount. That is simply discrimination – I CANNOT use a phone so why do I need to change it? I realise you are not the only broadband company that is offering discounts like this, but when it comes to DEAF customers, it really does smack of discrimination. I don’t actually want a phone. The only reason I have it is because I need broadband. You need to start thinking laterally and offer customers what THEY want, not what YOU want them to have. AND have a pro-rata price plan accordingly.

Not only this – your customer service leaves a lot to be desired. Firstly, it took 10 days to answer my original query. Your reason for being late is simply not good enough. Vodafone is supposed to be a leading telecommunications company, specializing in broadband/internet which actually encompasses email, and both the auto response emails full of useless and conflicting information makes you look unprofessional. Secondly, I’m sorry, but 10 days to answer an email ? There is simply no excuse whatsoever. Further, when you replied to me 2 days ago, you said you would get back to me that night, or at the very latest the next morning. You did not keep that promise and took another 48 hours to respond. Again, that is simply not good enough. If you put something in writing to a customer, then that is what the customer expects, and then when it doesn’t happen, then the person/company that comes off looking stupid when it doesn’t happen, it once again looks totally unprofessional.

Like many ihug customers, I see that the time has come to move companies. You are simply not being competitive enough, both with correspondence or data plans. Further, you need a help desk that actually helps people. In New Zealand there are approximately 200,000 people that are deaf and hearing impaired, that a). either can’t hear well enough to get through your 0800 number phones, and/or b). need to contact you through email. Yet you treat these people as second class citizens, by not catering to their needs, by not responding to emails. We expect equal opportunities and equal access. So an email/fax/letter is like a phone call to us.

Perhaps you should give a dedicated email address for deaf/hearing impaired customers so that they can access your company.

I would like to see this complaint go further, not just to your case manager but higher up the chain. So to make sure this happens, I will be printing off this, and posting it in to the CEO of Vodafone, with copies to the local papers, and to the Deaf Association of New Zealand.

Robyn Carter
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