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How come new customers get better deals than longstanding customers.

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3: Seeker

Hello everyone,

 

My 12-month sim only deal is about to expire. So you know, my current deal comes with 25gb of data, unlimited texts and minutes, spotify and all for £22.24.

 

I have been with Vodafone for more than a decade and have always managed to get a good deal. But it seems like things have changed.

 

With my current deal I am entitled to 40% discount until March 2020 but not all advisors I chatted with acknowledge this even if this info is in my agreement. And I find it infuriating that those who acknowledge this keep offering me the same deals that are on offer for everyone, including new customers but pretend that what they are offering me is some kind of special bespoke deal for longstanding customers.

 

Just to make things worse, they are offering new customers a 12 month sim only deal that comes with 20gb per month, including 10gb extra data for £20, including spotify.

I would like to get this deal but they can't offer me -a longstanding customer- the extra 10gb.

How is this fair?

 

Who else has been experiencing the same issues with Vodafone and their rude and dishonest advisors?

 

Thanks for your time.

 

 

 

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17: Community Champion

Your current contract does not expire.

Instead it would drop onto a 30 day rolling contract and everything would remain the same.

i.e. you don't have to do nothing if your happy with your allowances and monthly charge.

 

As far as I'm aware Vodafone offer similar deals to both existing and new customers that are available at the time @Alex2019 

The difference is that a customer who is upgrading can speak to customer Retentions via dialing 191 and choosing the Thinking of Leaving option and they can offer a bit more sometimes dependent on what type of contract and tariff a person is on to entice a person to remain with them.

The same way where they add things to new contracts to entice new customers to Vodafone.

There isn't any loyalty so to speak.

You pay your monthly charge and Vodafone supply the signal and allowances and a new phone if a person is on a full monthly contract type.

It can sometimes pay to shop around by looking at independents such as CPW as one example,  although one has to make sure they upgrade you and not open up another line and some discounts such as VEA are not eligible if the contract isn't taken directly out via Vodafone. 

Current Phone > Samsung Note 10+ 5G _256Gb > Model: SM-N976B.

Samsung One Ui  / Pie.

 

Samsung Gear s3 Frontier Watch.

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18 REPLIES 18
17: Community Champion

Your current contract does not expire.

Instead it would drop onto a 30 day rolling contract and everything would remain the same.

i.e. you don't have to do nothing if your happy with your allowances and monthly charge.

 

As far as I'm aware Vodafone offer similar deals to both existing and new customers that are available at the time @Alex2019 

The difference is that a customer who is upgrading can speak to customer Retentions via dialing 191 and choosing the Thinking of Leaving option and they can offer a bit more sometimes dependent on what type of contract and tariff a person is on to entice a person to remain with them.

The same way where they add things to new contracts to entice new customers to Vodafone.

There isn't any loyalty so to speak.

You pay your monthly charge and Vodafone supply the signal and allowances and a new phone if a person is on a full monthly contract type.

It can sometimes pay to shop around by looking at independents such as CPW as one example,  although one has to make sure they upgrade you and not open up another line and some discounts such as VEA are not eligible if the contract isn't taken directly out via Vodafone. 

Current Phone > Samsung Note 10+ 5G _256Gb > Model: SM-N976B.

Samsung One Ui  / Pie.

 

Samsung Gear s3 Frontier Watch.

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3: Seeker

Thanks bandofbrothers.

I was hoping to get a cheaper deal that includes spotify. 

 

As for the Retentions/thinking of leaving department I chatted with them twice and frankly they couldn't care less. Same deals were offered and when I told them I was going to check deals elsewhere they replied: okay, no problem.

 

I think you are right. I might have to go with CPW or mobiles.co.uk.

Once again thank you for your reply

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17: Community Champion

You're very welcome @Alex2019 

 

One thing you could try is to ring them again and choose that thinking of leaving option and when you get through go through the offers again and then ask for your Pac which may / may not invoke a better offer or they may just give it to you and may / may not invoke a follow up call from Vodafone.

 

The Pac will expire after 30 days anyway.

 

I wish you well.

 

To add Carphone Warehouse can upgrade you with no issues and in keeping your number.

Just ensure they fully understand your not taking out a 2nd line to then transfer your current number to it.

As long as your 100% clear to them about that you should be good to go. 

Current Phone > Samsung Note 10+ 5G _256Gb > Model: SM-N976B.

Samsung One Ui  / Pie.

 

Samsung Gear s3 Frontier Watch.

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17: Community Champion

Hi @Alex2019 

 

If you have a 40% loyalty discount with Vodafone I would say that is something you need to keep.

 

If you go through a third party such as Carphone Warehouse, the discount will be for new customers only where the commmission they receive from the network is more lucrative and this will leave you with problems keeping the same number, this will mean having to cancel the ongoing Vodafone contract and either putting the number on PAYG taking 30 days or PAC out on PAYG to an alternative network and back in on the new contract.  With you having to pay for two contracts for a short period, this could well cost more.

 

I would try Vodafone first, with the contract about to end you will be in good bargaining position and will be able to retain your loyalty discount.

 

 

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3: Seeker

Thank you AnnS.

 

The only issue here is that the customer service advisors keep making excuses regarding the 40% discount.

They told me it will no longer apply if I upgrade. 

I will also contact Which as I feel Vodafone are acting like thieves.

 

Thank you

 

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17: Community Champion

Hi @Alex2019 

 

When the current contract reached the end of the 12 month agreement the 40% discount you are presently enjoying will also end and as the discount was only for the duration of the contract, it will revert to the original price minus the discount.

 

If you take out a new SIM only it will come with it's own new discount but with you being a customer for a decade, you should also be entitled to a loyalty discount as a returning customer.

 

Upgrades or indeed Retentions should be able to come up with something.

 

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3: Seeker

 

Hi AnnS,

 

Thank you for taking the time to reply again.

 

The 12 month sim only deal ends this week but the 40% discount expires in March 2020. This isn't a mistake as the agreement also states that the 40% discount will last for 24 months.

 

I'm considering all options including your suggestion.

 

Many thanks for your time AnnS

 

 

 

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17: Community Champion

Yes @Alex2019 

 

You are entitled to enjoy a 40% discount for 24 months which is the reason it is surprising Vodafone cannot look at your account and recommend a new SIM only taking into account your loyalty discount.

 

However, once the SIM only rolls over to 30 days and you are out of commitment on your present contract as it does this week, the discount will be removed and the contract will continue as 30 a day rolling SIM at the full price until you upgrade or cancel.

 

 

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3: Seeker

I think you are right AnnS. They don't seem to honour their contracts.

 

I just chatted with them for the last time.

Same deals. Same excuses.

I start to believe their hands are also tied.

They used to be able to offer better deals. That's no longer the case.

 

I have made up my mind and will go with carphone warehouse. 

 

Thank you for your time.

 

 

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5: Helper

The 40% discount you currently have was negioated for your current contract only. Therefore if you upgrade again, that will not be carried over. Its not an account discount, its an upgrade discount. Thats just the way it is, you can keep your current contract running to keep the discount but otherwise each contract you upgrade to has to be negotiated again. Just because you got it once does not mean you get it every time you upgrade i'm afraid.

Also you should be able to upgrade to 20GB entertainment for £20 if its still available. (sometimes the deals expire and are no longer available after that time)

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RSW 3: Seeker
3: Seeker

Just thought I would let you know I'm in the same boat

Been with them for 20 years 10 with 2 lines, was on the 40% discount but now being told can't do that anymore most I will get is 35%

This means even staying with the same package it will still go up and they were quite happy to give me my PAC for both lines straight away

 

I just can't believe the apalling attitude, even went to the local shop and they couldn't help or even keep me on the existing deal 

 

It seams to be the new script that they are trying to sell it as a permium network, even so why do new customers get a better deal?

 

RSW

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3: Seeker

 

Wow! How inconsiderate! No wonder why Vodafone's been rated the worst mobile network provider and, let's not forget, rated worst for customer service.

Their attitude stinks. Whoever thought this would be a good strategy needs to be fired.

 

I hope and trust you'll find a better deal elsewhere. In this context, no deal is better than a bad deal. 

Thank you for sharing your experience with them.

 

 

 

 

 

 

 

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5: Helper

Thats because 40% no longer exists for vodafone anymore, the discount is physically not on their system. Most they can offer on handsets is 30% and 35% on sim onlys. So its not appalling, you're just expecting a discount that they no longer have access to. They're still a business and need to make money. Many customers seem to forget this, would you operate a business at a loss just to bend over backwards for every customer?

 

Just because you have been with them for a certain length of time does not mean you can expect prices and expectations beyond possible boundaries. If you called in a plumber for a service, and he gave you a quote. Would you then say to him "Well thing is, i've used your company a looong time. This is how much i want to pay you"  They would tell you to find another plumber then, Exactly. You come to vodafone for a service, they are providing you with that service. They have to negotiate buy in costs for devices and their costs vary depending on that. 

 

 

If they gave you a PAC it means there was nothing else to offer you and you werent happy with that deal, thats your prerogative. If you dont like the prices then leave and move to another network, but i guarantee you'll be in this same position with them after 2 years when you cant get a deal you like.

 

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3: Seeker

 in this instance the plumber is not only attempting to charge us more while working less, but he's also charging us more than he's charging new customers.

 

As for discounts, he used to offer me 40% discount but he now tells me I am not entitled to any discount, not even the 35% he is said to be offering other customers.

 

 

 

 

 

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RSW 3: Seeker
3: Seeker

haha your funny

 

I would not expect the plumber I have used for the last 20 year to rip me off in the first place!

Yes the discounts do still exist just look at the 20gb £20 deal at the moment 50% off normal.

It's not just the fact they are putting up my existing contract by removing the discount, it's the fact they are not offering me anything like what is available to new customers either in price or included data and min.

 

I guess they must be hard up as they only made £2.5bn last year

https://www.mobilenewscwp.co.uk/2018/05/15/vodafone-sees-turnaround-as-profits-for-2018-hit-2-5bn/

must have been all from me

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5: Helper

They're not ripping you off. Any offers on the website are for upgrades or new customers aslong as the promotion is still available. Demanding what you want to pay is ludicrous really. Its entitled. You dont go into tesco and stand at the till shouting at the operator for cheaper bread because you've had it cheaper before or because its cheaper at asda 

 

 

Well yeah so dont forget how much money they make, so you as one customer will not make the difference so just go elsewhere, but just remember then you cant pull the im a loyal customer card and expect high discounts.

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3: Seeker

Your analogies are so incredibly flawed to the point of being laughable. :p

 

He/she is probably an undercover customer service advisor.

 

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3: Seeker

Hi

 

It is annoying that Vodaphone sales will not closely match upgrade offers from 3rd Parties.  I have been with Vodaphone (as network operator) for two decades.  Many renewals/upgrades have been via 3rd party, sometimes keeping my number has been straightforward other times quite complex. 

 

This year I thought I might go to EE as I can keep my number, no hassle, and get a better phone deal with that network. 

 

To stay with Vodaphone, I would need to cancel my contract get a PAC code then get a pay as you go SIM card registered to another network and then get another PAC code to move number back to Vodaphone!

 

It seemed very odd that it is much easier to keep phone number by moving to another network. 

 

Being annoyed, rather than amused I phoned 191 asked for retentions and got a discount on unlimited data (max 10mbs download) and the 24-month contract cost was £40 more than a 20GB data contract with Vodaphone via 3rd party.

 

Now I am pleased with Vodaphone but also annoyed that I had to work hard at getting what I considered to be a fair deal.

 

Dave

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