Sure Signal "Suspended" - arbitrary, hidden and capricious policy by Vodafone

[matt.hocker]

I have a Sure Signal (#21196787176) which has been "suspended" because apparently I didn't use it for a couple of years. I need to use it again and the 191 help desk people are unable to get it "un-suspended". They claim that I have to buy a new one!

I spent 30 minutes of utter frustration trying to reason with the help desk. I'm now pretty angry - I paid a lot of money for this device and was never told that I had to leave it plugged in (wasting energy) or face arbitrary "suspension". Had I known, this wouldn't have happened. Even by the standards of mobile phone company hidden policies this one seems especially capricious and deceitful.

Can someone at Vodafone simply flip the switch on the server and get this unit working again for me? And, in doing so, restore some dignity to the company?

[jeffkinn]

I agree with you that Vodafone should be able to re-initialise this unit for you - but I don't think they will. However, their policy of disabling a Sure Signal unit that is not being used is not hidden or capricious. It is clearly set out in the terms and conditions, and if you didn't read them you can only blame yourself. They read as follows:

"If you don’t make use of the Sure Signal Service for a period of 3 months or more, we may place a bar against your future use of the Sure Signal Service. If this happens, you’ll need to contact us to discuss lifting the bar on your Sure Signal Device."

Discuss does not mean agree of they will lift the suspension. Good luck.

[grolschuk]

I have a sneaky feeling I am in the same boat with one or two of my devices (although cannot log into My Account at the moment to check)... They have been kept as a 'spare' if anyone needs one allocating to them, so will be annoying if disabled.

The ability to get them un-suspended would be great.

A previous copy of the T&C from when I registered the device (if there were any) would also be handy, as I am wondering if this is a new addition in recent itterations of the document... Since I have not been informed of any major changes to the Terms & Conditions (for any of my devices) to make me need to check them after the 1st install.

Saying that though - it also says the devices are only supported for 24 months after initial activation, and any time after that is a 'best effort' service.

[matt.hocker]

I'd say that's pretty well hidden - buried even. Something that critical should be made much more obvious.

And "3 months" is arbitrary and capricious by any reasonable standards.

Can someone from Vodafone please resolve this?

[jeffkinn]

It took me 10 seconds to find it - not my definition of hidden. We all need to learn that we have to read the terms and conditions when we take out contracts. These T&Cs are actually not long and written in plain English. I know this is not a new policy as this happened to me a couple of year ago so although the current T&Cs are fairly recent, this is an old well established policy.

[matt.hocker]

Just because it's in there doesn't make it fair dealing. This is a punitive clause with no possible justification for its existence. You shouldn't be standing up for it, you should be calling it out for what it is.

[jeffkinn]

I've already said I don't agree with it. But I did know about it.

[Retired-PaulE]

Hi matt.hocker, 

I've checked your serial number and that unit hasn't updated with our servers since 02/09/2010.

After such a length of time has elapsed, the unit will have missed out on several important security updates so we will no longer be able to guarantee the viability of the unit.

This in turn will register the Sure Signal as faulty, causing the suspension.

As it's been so long since the suspension was placed, we're unable to remove this I'm afraid.

Paul 

[matt_hocker]

I maintain my position that this is ridiculous. And now the true reason has come out - Vodafone is not managing these "security updates" in line with reasonable industry practices.

For example, if I didn't turn my computer on for 6 months, I would expect a set of cumulative updates to be applied. Even if one is dependent on another, I would expect them to be applied in order. What I would NOT expect is for the computer to be unable to get updated because it missed one.

Vodafone, you need to clean up your act here. This lack of planning and organization shows a shocking disrespect for your customers.

I need a solution and I'm sure I'm not alone here. Step up and take responsibility, Vodafone and do what's right for your customers - customers who I might point out are actually PAYING THEIR OWN MONEY to fill in the network holes of YOUR NETWORK. You need to respect these people. As of now, you are doing the exact opposite.

[jeffkinn]

I don't think your example holds up in that a stand-alone computer is different to a piece of equipment that connects directly to the Vodafone network. I agree that there should be some way up updating a Sure Signal while it is offline on some way via a computer, but I can understand why they would not want an insecure piece of equipment that hasn't been switched on for two and a half years connecting to their core network.