My Vodafone, Self Service and the Vodafone Website

[mimapope]

Hi,

So here goes.

I run an iphone 4 on a $69 per month 24 month plan.

I rang 2 weeks ago to confirm that my international roaming was working and would be fine for my 2 week holiday in Indonesia. Vodafone confirmed it was up and running and would work when I arrived.

Surprise it didn't.

I tried to log on via a computer for online support, and that didn't work, so I resorted to using the hotel phone to make the international call.

I spoke to vodafone for 10.01mins about the problem. The moment I was connected I advised them that I needed to get the issue sorted as quickly as possible it was a very expensive call. I succinctly explained the background information and current situation.

Apparently my roaming was working and it was another 'handset issue', I was put on hold while my current 'helper' told the next person about the issue and the background information, I was then transferred--- only to be advise that he needed me to explain from the start again.....

Explained the issue, and was advised to turn it on and off again?!?! (of course I had already tried this numerous times.... which I advised the 'helper'). We then tried some other things... all the while me explaining that we needed to speed through this and wrap it up....

After a time, I was then told to reset the network settings- which worked temporarily.

This whole process took over 10 mins.

For which I was charged 935,000 Indonesian Rupiah.... which at today's exchange rate is $94 Australian Dollars.

The main issues

1) I had rung prior to leaving Australia and advised that international roaming was working on my handset.

2) The slow customer service and lack of adequate communication between the two telephone 'helpers' caused a simple issue into a lengthy (and VERY costly) international call.

3) The issue was only resolved temporarily, throughout the 2 week holiday I had to reset the Network Settings numerous times (upwards of 10) and spent long periods without service.

This issue for me is (HOPEFULLY) the last in a long line of issues I have had with Vodafone during my 2 year contract.

How I can see this being resolved;

1) Vodafone, can you please get in contact with me to discuss. I feel that a partial reimbursement of the international support request cost in the form of 1 month off my contract (allowing me to leave by 11 of October, not 11 of November; at no extra cost) would be a suitable response.  

I look forward to discussing my issues with your service again.

Thanks,

[James]

Hi mimapope,

mimapope wrote:

1) I had rung prior to leaving Australia and advised that international roaming was working on my handset.

I'm sorry that this resulted in a very costly call for you. Though you're having to continually reset your network settings, the favt you can roam overseas tells me that roaming is set up on your account, but there is an issue with the settings on your handset or the way its reacting with the roaming, either from our end or in Indonesia specifically. I'd like the opportunity to get this solved for you so you can get back to enjoying your holiday whilst staying in contact with loved ones. 

mimapope wrote:

 The main issues

3) The issue was only resolved temporarily, throughout the 2 week holiday I had to reset the Network Settingsnumerous times (upwards of 10) and spent long periods without service.

As I mentioned above, this seems to be something to do with the handset or the roaming from your end. My first priority is to confirm that you've got roaming set up the way it should be on your account, and from there work through some troubleshooting so you've got roaming access at all times. So I can do that, I've sent a PM to your inbox requesting some of your account details, which you can access by clicking here. Once you come through, I'll make sure you're able to roam without any hassles. You've made mention in your post that you've been having issues for the past couple of years whilst using your Vodafone service, if there's any of those that are still persisting or require attention, I'd be happy to get them solved for you.

If you've got any other questions, please let me know.

Kind Regards,

James.

[mimapope]

Thanks James, I have sent the email as requested.

I am now back in Australia, so do not have any roaming issues anymore.

Looking forward to a resolution