Contract

[AnthonySpeight]

Good evening,

I have been with Vodafone for the past eight months, and have been in a seemingly constant battle with the network in regards to coverage. I chose to go with Vodafone apon inception of the contract because of your amazing plans that are offered. Unlimited texts and calls are fantastic, if you have quality and consistent reception. 

I would of presumed apon entering into a 24 month contract that the guarantees that both parties agreed to would be met. I have paid my bill, in full, at every due date with out neither problem nor protest. Vodafone on the other hand has seemingly provided the 'bare minimum’ that as a consumer I find less than satisfactory. 

I believe it is not an unrealistic expectation to have more than 1 bar of reception within my house, university or work place without having to walk near a window or open door to make or receive calls. Nor to have calls fail or drop out on a daily basis. Taking in consideration that I am paying money for the services that are barely being provided, certainly not to a satisfactory level.

I am just fed up, and I don’t think that is unreasonable. I have been generous with time and also patient, but I cannot sit back and pay my money that I have to work for… when I am not receiving adequate service.

Please reply at your next most convenience, with something other than your investments in the network explanation – as I heard that via twitter.

If these issues are not promptly resolved I will have no other resolution than to lodge a claim through with the TIO or the ACCC – this is preferably avoidable.

Sincerely

Anthony.

[AnthonySpeight]

ps, your customer service reprasentative just told me basically im being diccifult and i should put up with m problems.... that made me feel better :/

[AnthonySpeight]

Just wondering why almost 24 hours after posting my message you have still not replied, because other people got replies and they posted after me...? hope i havnt been forgotten!  :'( lol (not bumping)

[James]

Hi AnthonySpeight,

I have been with Vodafone for the past eight months, and have been in a seemingly constant battle with the network in regards to coverage. I chose to go with Vodafone apon inception of the contract because of your amazing plans that are offered. Unlimited texts and calls are fantastic, if you have quality and consistent reception. 

I'm sorry to hear that the quality of service you have received since being with us has not been of a satisfactory level. The situation you have described is definitely not the intended experience we have for our customers, and I would like to provide you with the support required to find a resolution for your issues. 

I would of presumed apon entering into a 24 month contract that the guarantees that both parties agreed to would be met. I have paid my bill, in full, at every due date with out neither problem nor protest. Vodafone on the other hand has seemingly provided the 'bare minimum’ that as a consumer I find less than satisfactory. 

I believe it is not an unrealistic expectation to have more than 1 bar of reception within my house, university or work place without having to walk near a window or open door to make or receive calls. Nor to have calls fail or drop out on a daily basis. Taking in consideration that I am paying money for the services that are barely being provided, certainly not to a satisfactory level.

You're absolutely correct, if you are paying money for a service that is not living up to the expectations set, then we need to look into this further to determine why this is happening, and what can be done to prevent it further. You mention that you consistently have one bar of reception in the areas you frequent, are you finding that there are some areas nearby where you reception improves? Is there are marked improvement when traveling to neighbouring suburbs and towns? If there is a vast improvement in the suburbs immediate to yours, this may suggest that the coverage in your area is lacking, and requires improvement. 

May I please grab the postcode of your home, and any other postcodes you are regularly located in? This will allow me to perform some initial investigations into your area, and identify any factors that may be affecting the level of coverage you are receiving. Also, which handset are you currently using with your Vodafone plan? Different handsets use varying signal types to operate, and yours may not be compatible with your new network upgrades. 

I am just fed up, and I don’t think that is unreasonable. I have been generous with time and also patient, but I cannot sit back and pay my money that I have to work for… when I am not receiving adequate service.

Please reply at your next most convenience, with something other than your investments in the network explanation – as I heard that via twitter.

If these issues are not promptly resolved I will have no other resolution than to lodge a claim through with the TIO or the ACCC – this is preferably avoidable.

I appreciate your patients that you have had, and would like to resolve this issue for you. I look forward to hearing from you, so I can continue to provide you support.

Kind Regards,

James.

[AnthonySpeight]

Hi James

I live in 3146, I work in 3000 I study in 3125 and I use an iphone4.

I have spoken to your fellow CSR's and they have told me I’m in good to excellent areas and so on and so on... however I have looked it up myself, correct the website states this however this is not the case.

I had a lengthy conversation with the team via 1555 and was near disgusted by the outcome of the conversation... after being handballed around 5 different people and offered a discount on my contract then told I could pay $1200 to get out of it, I advised this was not a satisfactory outcome. Due to the nature of this call and the bad taste that was left by having to deal with the CSR’s over the phone, not to mention their rude near offensive demeanor, I have since written a claim through the TIO (TIO reference #12/109499)

This is quite sad because it is apparent some people, like your self, understand customer service where as others don’t – whom only inflame the already difficult situation. I don’t mean to be difficult but as you previously said you can understand my pain when I am not being provided what is my legal contractual right through contract.

I would forward from hearing from you, thank you for your time and actually providing customer service! :-)

Anthony.

[Caitlin]

Hi Anthony,

Your recent experience with customer care is definitely not the experience we wish our customers to receive and any feed back you have regarding your experience will certainly be passed onto the right places for you.

How long have you noticed an issue with coverage in your areas? If you place your SIM card in another phone for a few hours to a full day, do you find the issue persists? I ask as you mentioned that this happens is all 3 areas that you have listed and I would first like to determine if the issue may lie with your phone.

It is unfortunate you have lodged a TIO complaint as it would have been great to work towards a resolution with you. Please be aware your resolutions case manager will be in contact with you with in 10 business days. 

Thanks,

Cait

[AnthonySpeight]

Hi Cait,

at least you folks via Vodafone Community are installing some faith back in the brand as a pose to the knit whits via phone support!

I have in fact done this, I questioned my phones part in all this- as I have read on the internet that the Iphone 4 is known to have fairly pathetic reception. I put my Vodafone sim in my work Blackberry and still it dropped calls and dropped signal completely. Thus I made the nexus between these problems and the network.

I would forward to hearing from the resolution team soon.

Once again thank you and also James, the other member i spoke to, for actually providing service and wanting to find a solution.

Regards

Anthony.