10-03-2012 02:31 PM
I am a pay monthly customer with two contracts (mine and my partners). I have 12 months of my contract left and my HTC Legend has broken (due to a water spillage by my son!). I didn't know until my partners phone broke a few months ago that when I upgraded the fones over a year ago the insurance was automatically removed; admittedly I never check my online bill as its always a bit varied so hadn't noticed it being reduced- according to the staff memeber I can only add phone insurance at the time of purchase(?) so that left me with my other phone also uninsured. I'm sort of a bit annoyed about it but the fault lies with me in the end so I begrudgingly bought a new phone today; the Blackberry Curve 8520. I went into the vodafone store yesterday but wasn't offered any kind of discount (annoying as I have had contracts with voda for three years to the tune of £80 a month and I am never anywhere near my usage limits!) but I was offered another contract... I bought my new phone from Phones4u but I had to buy a £10 Orange top-up to enable me to get it at the reduced price- still worked out cheaper than yourselves. I have put my voda Sim in and everything is working ok with respect to calls and texts but when I try to log into the Facebook app it tells me that my data plan is insufficient for this app. I have a 500MB data allowance though I never use it as I am usually connected to my home Wi-Fi. Secondly, when I try and set up my email facility I don't have the option to select a 'home email account' but only a 'Blackberry Enterprise Server' that obvioisly I cannout use as I don't have an administrator password.
Can you please assist me with setting up my Blackberry so that I can continue to get at least some use out of my £35 a month contract?!
Solved! See solution
10-03-2012 04:53 PM
Managed to speak to someone about the phone and the issues I am having and all I can say is "Are you people serious?"
You want an extra £5 per month on top of the £35 I am already paying so that I can recieve an email over MY Wi-Fi that I am paying for?!?!?! Really? 3 years as a customer forking out £80 a month- and NEVER missing a payment or going anywhere near my monthly allowance- and the best you can offer me is either a £15 a month NEW contract or forking out ANOTHER £5 a month to recieve email notifications. If I go to the browser and type in my email address I can view my emails... but if I want to have an app (essentially that is all it is!) that downloads them automatically then it is more money? The funny thing is the first phone I had from you is a Blackberry Storm and the line rental I paid you then didn't include any such Blackberry Charges so is this a new thing you have added now that Blackberry is more popular???? Call me cynical if you want to but that's how it is looking.
I am locked into this contract for 12 more months so you have no obligation to help me at all... I bet your sales reps would be a bit more amenable if I was over my minimum contract date. I bet they would soon find a way to negate the £5 a month charges! The thing that really is getting my goat at the moment is it is YOUR fault that I don't have insurance because YOU saw fit to cancel it without telling me and WONT allow me to add it now that the contract has begun. It has been a long time since I was last this angry. I suppose I am ranting for nothing here because all you have to do is say no and there is nothing I can do about it is there. If any one of you had any sense of decency you would at least meet me half way.
I cannot wait for next February... not that you care you'll get another £900 out of me before I can tell you where to stick your shoddy service!
10-03-2012 10:31 PM
Thanks for the response. The operator I spoke to was very understanding (of course) but simply insisted that all she could do was add the BIS to my account for an additional £5. I explained that I don't use much of the allowance I have as there are three contract mobiles in my house so when I need to make a call I just grab the nearest one! Last month I used 8 out of 3000 messages and 33 of 1200 munites and very little (as I use Wi-Fi mostly) of my data allowance.
So your recommendation would make the most amount of sense. As I am paying for allowances that I dont use if Voda were to allow me to shift sideways they wouldn't really lose much and neither would I! I have plenty of allowance they can take away haha.
This seems a sensible option Voda.... what do you think? unless of course this means signing up for another two years ?!!?!?!
11-03-2012 03:50 PM
Thanks for your post. We'll be more than happy to review your price plan situation. The t's & c's of your agreement dictate that we're unable to reduce your price plan, however we'll be happy to look at sidestepping your plan to one of the same cost with alternative allowances should there be one available to suit your requirements.
I've sent a private message with details of how to contact our team directly. You can find your PM inbox here. If you can't access this link, please ensure that the box next to "Turn on private messages" is ticked on this page, and let us know if you need any further assistance.
12-03-2012 06:39 PM
After grolschuk's post I contacted 191 again and after having to re-iterate 5 times that I didn't want to pay LESS per month I just didn't want to pay more I finally got the the operator to understand and he agreed to reduce my minutes to 900 and give me the BB email. He didn't seem to be too happy about it which didn't make me feel super awesome but I suppose it all worked out in the end.
Thank you very much for your help grolschuk... I knew what I wanted but I couldn't think of how to aske for it lol
Vodafone... your customer service really is terrible. I really didn't want to hear someone keep telling me how they understood but there was NOTHING they could do. Turns out there was something you could do you just wern't going to offer it. If I had simply tired of my phone and bought a new one then I would have taken all of this on the chin but the reason I couldn't get my original phone fixed was because Vodafone cancelled my insurance at upgrade without telling me. I did CHOOSe the BlackBerry, yes, but at no time did the staff member in the shop tell me that BB email was extra, he just offered me another contract and when I said I wasnt interested in taking out contract number 3 he gave me a brochure and told me to go have a coffee and a think about it... thank you!
From what I have read here and on other forums I am lucky to be so many years (3 I think) into my contract having had no issues but after this current commitment ends I won't be renewing... not because I had to forfeit 300 minutes ot get BB email (as far as I can see it was a reasonable compromise for mistakes made on both parts) but because I had to fight so hard to get it (lots of frustrated phone calls to unhelpful sales reps).