Vodafone-We really don't care about existing customers

[OptimusPrime1981]

I am currently with Vodafone on their Online 100 package and have been for 11 months. I have decided I quite like one of those slinky Sharp GX-30s and wanted it on an upgrade. I called there CS number and got through to the Upgrade dept. I was told that they could do me a deal with an upgrade and that I could get it a reduced price of £120, down from £225. I queried why, if I was a new customer, I could get the same package for only £50 for the phone. No sooner had those words uttered from my mouth, the guy told me he would give me it for £100. Again I queried the better price for new customers and asked why? The guy then shot me down and told me it was a very good price and I should take it! :oh-hum: I explained I would make my own mind up thanks, but no thanks.
I called up cancellations in the thinking that the would try and keep me as a "valued customer" but to my surprise they gave me all the info I needed to cancel without even asking why? :?:
I decided that I really did want to know why they value new customers more than existing customers and called again to query.
I was told the same info and was told again I was getting a good deal and I would be wise to take it :doh: . I asked for their complaints dept, told there wasn't one and given the address by some phone monkey called "Sean". I asked if there was a name to along with this address as I wanted a bit of accountability so that I could be assured that if I don't get a response, I can call and talk to who-ever I was sending it to.
"Sean" proceeded to tell me there was no-one to address it to and I can write to the address. He was cheeky so I asked him for a Company Directors name to write to. The monkey told me he was pretty sure a Director wouldn't be reading my letter and that it was pointless.
I told monkey-boy I really wanted a name and he told me he could make one up if I really wanted a name!! :brickwall .
At this point I told him I wanted to speak to his manager and he apssed me through. I thought to myself, "Well, if you pay peanuts, you get monkeys". I proceeded to speak to his manager who was more than helpful, gave me the name of someone I could write and complain to and handled the call well.

After all this, I have been told that I can cancel and re-apply straight away, getting the phone at the reduced cost almost immediately after I disconnect.

Total Dobbers

[maddogsuk]

I totaly agree with you on how the Networks operate in trying to retain customers. It annoys me that my Network, Orange, advertise x amount of free minutes, x amount of free SMS messages per month for £20.00 and a free handset. As an existing customer who has been with them for a number of years it makes me mad that for me to get the same deal in minutes & sms allowance I have to spend £28.00 per month.

To me if they kept the current client base happy, we wouldnt feel the need to 'Churn' to another network and get a better deal there. Its all swings and roundabouts.

[pompeyfan]

It's not just Mobile networks that act like this, look at Sky - offers for new or ex-customers, but sod all for existing customers that have been with them for years.

[D'Ohnut]

Most companies do this. Look at the credit card companies! 0% for new customers and in some cases, the customers who have had a card for a few years are on 19.9%!

It seems companies only really want to attract new customers as they know the existing customers will leave when they can at the chance of a better offer anyway. It seems like a wasted effort doing this constantly though IMO.

D

[dvds2000]

No, they know most customers won't bother changing from them as it's too much hassle for the customer. Even when you transfer balances but don't close your card account with a credit card company its still good for them as they can tell their shareholders they have x million customers, looks good on paper even if they aren't making money from you.

[hause]

yeah, nowadays, i just cancel existing mobile contract and get a new one. It's not that difficult anyway so don't let it get to you. Beside, it's v.tough to get them to give you a deal as you can easilly tell they are trying to rip you off.

[akira9000]

just been on the phone to Vodafone myself,asked them to cancel my contract

was told i had to put it in writing that i wanted to cancel and that it would come into effect 30 days after they recieve my letter.

Told them I didnt believe them but was assured by the manager that it was the truth!!

They didnt ask why or where I was migrating to and thanked me for calling Vodafone!!

[hookbeak]

i go through this every year.

What i do is this :

1. find a phone and contract on another provider i'm prepared to take if i have to
2. look for a phone i like on vodafone site, that is either free to new customers taking a similar contract to mine or cheap.
3. Ring vodafone, tell them i want to upgrade and tell them what i want.
4. They will refuse or try to charge me a fortune.
5. Ask for pac code
6. Get transferred to someone in cancellations who then gives me the phone for free.

Done this for the past four years, and never had to leave vodafone yet. But i will, without hesitation if i have to.

[hallanthony]

I had a similar experience with their online 100 contract last year and did decide to cancel my contract, wrote them a letter giving 30 days notice etc.

About 2 days before the cancellation took effect I had a call asking me to stay, and they put the rental down from 15 to 10 and offered me a new phone, a Nokia 6680 at the time, October last year

So it may happen, but if it doesn't then I would just go ahead with the cancellation and apply for a new contract. I suppose it all depends on the hassle you want or don't want...

[andyp2]

Vodafone are a nightmare. The signal has been degrading it seems in my area for the last three years (multiple handsets etc), they have acknowledged that the signal is intermittent but they dont view that as a problem. Put it all in writing and complained, basically got toally fobbed off.

Called yesterday for a PAC code and they were so nice to me I was nearly sick, told the manager the score as to why I was leaving and demanded a PAC.

No need to put anything in wiriting if you have a PAC, when you transfer your Vodafone account automatically is ceased....so i'm told!

Off to Orange now as the signal is great where I live.

[JOV]

Dam forgot about the 30 days in writing cancellation condition - must get round to cancelling mine and sorting out a new contract. Mobile phone companies do not seem to care about their customers - how they make any money is beyond me.

[fitzpas]

2 years ago, my wife called Vodafone as they had moved her from one tariff (an old annual one) to another (a new monthly one) without telling her. She was polite, but firm that she was not accepting this, and that her dad had just renewed exactly the same tariff and had not been moved to a monthly one.

The call centre operative's response, "oh **** off".

Now that was bad enough, but when she called back to complain, no-one would take responsibility for her complaint and she was eventually told that she would have to put her complaint in writing (to a phone company!), but didn't give her a person's name to write to. Shocking.

We both decided there and then that we would move away from Vodafone at the first opportunity and give them no more money. Which we did.

[JimDriver2]

Ok dunno if someone said something like this above, but here's my two penneth:

I went through an upgrade with vodafone last year and learnt the following tricks. When you phone them up DON'T go through to the upgrade department, go to the "I'm thinking of leaving Vodafone" as the people who you speak to you there can offer you much better deals.

Any deal they offer you is valid for 24 hours. So you can get them to offer you something, end the call think through your options and then call them back. The attach the offer to your account record.

DON'T like them suggest a package/new handset. They'll offer you something crap. Tell them what you'd like and then try and haggle with them. You'll do best if you phone up with an idea of exactly want you want.

The best you can get is something close but not as good as a new customer would. I managed to get an identical deal by asking for a free bluetooth headset and then paying an extra £40 a new wouldn't for the handset I wanted. When i called up to confirm it they didn't have any bluetooth headsets in stock so the guy knocked the £40 off for me.

Basically they make it hard work but you can play their game back at them.

[Wolfman]

Anyone have the cancellations address so I can send mine off to em without having to phone em up???

[ggrant]

I'll be going through the same with them in a couple of months. Personally I don't give a hoot about the phone, it's the tariff I want something doing about.

I'm paying something like £70 a month for 350 minutes and 500 texts. the same thing can be bought for £40 a month via the website! If they give me any crap I'll cancel immediately. I've got them by the balls though since they tried to charge me the same bill 3 times over leaving me totally skint and incurring bank charges last year :D

[tigercage]

Anyone have the cancellations address so I can send mine off to em without having to phone em up???

Vodafone Ltd
PO BOX 549
OXON
OX17 3ZJ

Athough it would be quicker going into your local store and they will ask you to sign a form confirming disconnection and fax it for you then and there.

[LiGhTfast]

Vodafone are awfull was on contract with them for 3 years before i had enough and went to 02. Vodafone used to have one of the best signals but like others have said its pretty much useless now. Tariffs are crap and so is customer service.

I wouldnt get a new contract with them again, 02 may not have the best customer service (i've not had trouble yet) but the signal is amazing and the deals are the best by far for renewels and new customers. Cant beat them.

[Jimi_Hendrix2001]

why not cancel and just get a free xbox 360 / iPod / LCD TV etc etc on most of the deals going around??

i'm considering it this year.

[Gerrard]

Vodafone-We really don't care about existing customers
Brand new customers only!

To be fair to Vodafone, they look at what they make out of you over the previous 11 months. Not very much it would seem or they'd have done that phone for free.

[PC_Bod]

I used to be with Singlepoint since 1999, then when Voda bought them a couple of years ago I went with voda.

Last year I sent a recorded letter asking for my PAC code, and they replied saying there was a £20 charge for it. Gits.

I did ring up and say "fine, just cancel the contract then", and the guy pursuaded me to stay for 40 quid for the whole year (including my most recent bill of 28 quid).
Well that year is up and they're billing me for line rental again, so I really want to cancel and go PAYG this time.

[nictry]

In the case described you are paying peanuts to Vodafone £15 pm if I remember rightly? They don't even do that tariff now and were probably making a loss with you as a customer so I guess you just have to live with the fact that trying to get something for next to nothing out of them is not going to happen! Thing is so many people are getting new contracts and selling the phones straight away that looking at all the providers now they have stopped offering ultra deals on low tariffs as I assume they have realised that the only person winning is the subscriber and they are not going to like that!!!!!!!!!