Vodafone Retention Deals

photome

Vodafone_company_representative wrote: »

Hi all,

Apologies that we’ve not popped on to the thread in a while, we’ve been super busy, but we’re up to date now and you’ll notice us posting more regularly again.

I understand that many of you will have ordered the HTC Desire over the past few weeks and if any of you have any questions about your order then please feel free to contact the Web Relations Team via email.

(When contacting, please quote the code WRt135 in the subject line. In the main message body, please include a link to this thread and your user name.)

Demaine04 –

I’m very disappointed to hear that you were spoken to in this way. If you would like to discuss the matter further with us, please feel free to email us via the above link and we will be happy to look into the situation further for you.

MMAFan –

I understand that you posted this a while ago now. Could you let me know whether your query was resolved? If not, I will be happy to look into this for you and help you further.

Photome –

Could you let me know whether you were sent the written confirmation of your contract? If not, Please feel free to drop us an email via the link above and we will send the confirmation to you via email.

John 3:16 –

I’m concerned that you haven’t received the deal that you were expecting and I’ll be happy to look into this further and ensure that you are on the deal that was agreed with you initially. Please pop an email over via the link above and we will get back to you as quickly as we can.

Fatboy88 –

Our over the phone teams will ask for a credit/debit card that is registered to your home address as part of our checks. This is nothing to worry about.

Atro1 –

We really don’t want to lose you and I’m certain that we can find something that would suit your needs. If you would like to email us via the link above then we will be happy to discuss your situation further. We will also be able to let you know more about your PAC and ensure that you’re still able to use your phone without a break in service.

If any of you would like further help or info then please do not hesitate to contact us via the link at the top of this post and we will get back to you as quickly as possible.

Thanks,

Espi
Web Relations Team
Vodafone UK

I did as requested and still not got confirmation.

A question for the rep

Why dont VF automatically send confirmation of the exact contract agreed by phone with the retentions team?????

karma_pyjama

After being with Vodafone for years and years I've received a big bill after agreeing a new contract when mine ended in April.
My bills have been around £18 a month for the last 18 months and when they rang me to say my contract was ending the guy who rang said I could go down to £10 and save money.
My bill this month was £47! I'm so shocked and upset. I just believed him, like a fool. Having read this thread now I can see they just tell you whatever they think you want to hear in order to get a sale.
I've asked for my account to be suspended because I don't want to waste another penny but I'm worried I'm locked into this horrible contract now.
I rang Vodafone but they just said they can't help unless I want to upgrade. The man I spoke to said I regularly used around 200 min a month - but the new contract was for 100 min a month - so, of course I'd never have saved any money.
Can they get away with this mis-selling or am I entitled to end my contract?
I was so happy with them for ages and this has just made me realise loyal customers aren't valued, they're exploited.

enigma368

Karma, did they not tell you the contract they were giving you only had 100 minutes?

If they didn't then they lied to you.

If they did and you accepted, then you cant really fault them when they charge you for going over that. You need to pay attention to what you are offered and what your needs are in terms of minutes before accepting a long term contract. You cant just buy something blindly and then complain when it turns out its not what you need.

In terms of solving your problem from here, vodafone may let you upgrade your contract to something like £20 a month which should give you more than enough minutes to avoid future high bills.

BigDonut

BigDonut wrote: »

Hi,
I got a call about an upgrade to the desire yesterday.
I was told the phone would be with me Wed or Thu at the latest.
I then got an email last night saying that stocks were delayed and it would be 7-10 days.
I then checked my account today and they have a different tariff at a different cost (more expensive) and for a longer contract.

My questions:

I got a very rapid response from the web relations team. For others information the answers were:

1) when does the cooling off period start? - The vodafone person said from receiving the phone but I'm not 100% sure about this

your 7 day cooling off period will commence from the day you have the phone delivered. This is in line with long distance sales over the phone and to give you ample time to trial the phone and ensure the T&C's are correct.

2) Can I cancel because they haven't sent me the phone then switch to someone who does have stock of the phone?

you can indeed cancel either within your 7 day return exchange period once you've signed for the device or you can refuse delivery and use your PAC which will automatically reverse the agreement when the courier return the Desire back to our warehouse.

3) What is the best way of getting my account corrected?

while we here at Web Relations aren't a sales channel, if you could supply the details of the agreement you'd outlined with the original advisor, I'll be more than happy to check the validity of the offer. If the package matches in with business policy I have access to amend your order for you from this end. Please bear in mind though that the Terms and Conditions letter will have a clearer explanation of your agreed discounts as they only go live once the phone is ordered. What you currently see online may not be the completed deal.

Vodafone

Hi everyone,

Yobgnivas, can you resend the email please? You should have received an auto reply with the email reference number.

BigDonut, Your cooling off period starts from the date you receive/sign for the handset and you can cancel or change your contract during the cooling off period. To get it corrected you can call Customer Services, however if you’d like to email us via Web Relations Team we’ll be happy to look into this for you.

(When contacting, please quote the code WRT135 in the subject line. In the main message body, please include a link to this thread and your user name. This will ensure that your message comes directly through to my team).

Gjchester, it’s a shame you feel that way, however feel free to email us as above.

Nickmack, is this being resolved for you now? Again, if you’d like to email us you can do so as above.

Mumoffour77, I can understand your frustration. Have you got this sorted now?

Dailyunnamed, James replied to your email on the 21st May but we’ve not received a reply to that.

Photome, have you received the auto reply with the email reference? If so, please let me know the reference number & I can check we’ve received it. If not, please resend as it may not have reached us.

Karma pyjama, I’m disappointed to see the difficulties you’re experiencing here. If you’d like to get in touch you can email us as per the above.

Many thanks,

Jenny
Web Relations Team
Vodafone UK

gjchester

Vodafone_company_representative wrote: »

Gjchester, it’s a shame you feel that way, however feel free to email us as above.

Thanks, Maybe I'm being over critical, but it I have no doubt that some people in Vodafone *DO* know the shipping dates of the iPhone but clearly retentions (and upgrades for that matter) don't.

My point was that the week before VF released the Nexus1 I was specifially told the only way to get one was to buy it was via Google direct. I can understand the need to keep exact release dates quiet but in the case of the iPhone it's pretty well know it's being released in June, AT&T in the US have blocked employees taking holiday in June, just as they did when the last iPhone came out. Steve Jobs is doing a keynote speech at Apple's WWDC, and the iphone updates have historically been in June at the WWDC so it's kinda an open secret it will be out in June.

I also wish it was not so much cloak and dagger. I had three people call me when I requested my PAC each offering a different deal (or rather two I missed the last one!). If VF had been open to start with I may have been more receptive..

N20Y1D

mumoffour77 wrote: »

I hate vodafone

waiting over 2 weeks for a paper bill, emailed them several times, they have restricted my access to my account online..hence i asked for a paper bill....
Disguisting service!
I think they may have broken their contract to me!
And im seeking clarification with them....but do ther answer emails or even phones....NO!

I would advise all to stay well away from them!

Seconded, as once you join they'll only change the terms and conditions you agreed to in the first place.

dailyunnamed

^ I've had it with Vodafone too. They haven't bothered to offer me any deal either on the phone, or in store. And to cap it all, they've just text me asking if i'd like them to take care of moving me to PaYG... sure i'll be doing that right away so they can milk me for even more per month.

paimaams

Will never trust Vodafone again. Retention department offer something over phone and totally different in email and have inaccurate records of the call. As I was coming to the end of my contract, I was offered free HTC desire for £30 on 18 month contract and would get 600mins, unlimited landline and 500mb web by Dave from customer retention department on 25th May and then I get an email 3 days later to say I had agreed for £30 with 600 mins and 500mb for 24 months with no unlimited LANDLINE!!!.
I was upset and called up vodafone immediately today to cancel and they said that they are going to charge £464 cancellation fee. The customer relations team also told me that their records state that their computer notes suggest that i already have htc desire.. when I have have not received the phone. Moreover I was supposed to pick up the phone from the shop and I have not been contacted by the shop as of yet. I feel like pulling my hair out. Goodbye vodafone.

atro1

As we can all see and read what retentions offer and what we get are at times totally at odds!
This is what happened to me last year, and there was a hell of a lot of strife before it was sorted out.
A question for you. Retentions spoke to me this year, within the last 14 days. They made me an offer, as I knew nothing about the phone they offered, so it was left in abeyance, while I would go into your shop and check the phone out! Which I did and the SA went straight onto another phone in the same price bracket. But the offer would be recorded and put on my account.
Can you confirm that such an offer was made and is indeed on my account. Many thanks. I think this year I will need it in writing before I say yes, but then I had it in writing last year!!