
Coming to New Zealand for an extended period of time, I figured
it would make sense to purchase a prepay mobile plan to make it
easier to mix with locals. Not knowing better, I went with
Vodafone, which I whole-heartedly
regret: their website is a massive pain in the ass, their price
plans
completely over the top, and their customer service
representative incompetent and unfriendly.
My latest experience eclipsed all previous encounters, and makes
me want to tell you about it:
Between all the obscure add-ons Vodafone threw at me when I
bought this SIM card, two weeks ago I couldn t figure out how my
balance had decreased from $30 to $0 when I rarely ever made
calls.
I wrote an e-mail to their customer service hotline, and it took
them a week to get back to me, with the following text:
Due to being a Prepay Customer, unfortunately usage details are
not available as per terms and conditions. I have although checked
your usage and can confirm that all charges are correct.
Obviously, I wasn t going to accept this claim of omniscience,
so when last weekend, $20 disappeared over the course of a day,
that was the catalyst for me to reopen the ticket and reply along
the lines of:
Only I know when I used my phone and thus only I can determine
whether the charges are correct. Please show the full records to
me, or else
This seemed to convince the representative, and 8 messages and
11 days after my initial request, I was told I could request the
records at $5/30 records. Yes, you read that right: they wanted to
charge me to view the records. I thus replied:
I am NOT willing to pay for that. If you are unable to comply
with my desire for transparency, then I shall terminate the
contract and make sure to inform the media as well as the consumer
institute of this conduct. As stated previously, I shall also
consult with a lawyer. Charging consumers to view data that is
obviously available is a strong indication that you do not want me
to see it. I can t imaging why this would be the case other than
the data being inconsistent with reality.
That worked, and I finally got an Excel sheet with my usage
data, which allowed me to track down the depletion of my account:
to lure customers in, they promise free calls to other Vodafone
numbers for the first four weekends. There are three problems with
that though:
-
Having purchased my card on Saturday afternoon, I was annoyed to
find out that the remaining 34 hours of that weekend would be
counted as a whole weekend.
-
They don t provide a way by which to find out whether a given
number actually belongs to Vodafone or not. The 021 prefix is not
enough of an indication.
-
They don t actually tell you anywhere but the aforementioned
horrific website that the addon has expired.
So thanks, Vodafone. You ve lost a customer, who should have
gone with
2degrees in the
first place, who have much
lower rates, even though their
data coverage doesn t seem as good. I don t need data anyway.
I ll still insist on Vodafone providing the data in a Free
format.
You can find more information about NZ mobile phone providers on
the
LCA2010
wiki page.
NP:
Age Pryor:
Shank s Pony