So here my beef. I have been on Vodafone's RED+ plan for several years. Recently on a trip to the US I was roaming and about to run out of data when I discovered that my original plan spec had been upgraded from 1.5GB to 15GB for new subscribers.
I was not impressed that I had neither been told nor been upgraded automatically. Anyways, I placed an order to switch to the 15GB plan. To make sure I also confirmed with an online Vodafone Ninja that the order had been received and would be processed. A month later back in NZ I received an 80% data warning and had to realise that my plan has not been updated. What follows it the follow-up call with a second Vodafone Ninja.
original transcripts: ① September 2019 ◆ ② October 2019
Dwayne: Hi, my name is Dwayne. Dwayne: Good Afternoon! Welcome to Vodafone New Zealand's online customer service Dwayne: How are you doing today? Rudi: Hi Dwayne, Rudi here. Rudi: I requested my plan to aligned with current terms i.e. 15GB 23/24 last month whilst in Dallas. Nothing has happened! I'm getting 80% warning messages. Not best peased!! Dwayne: Thank you for sharing your concern. Please do not worry, let me look into this for you. Dwayne: Please allow me a couple of minutes to check the details. Dwayne: I did go through the transcript you sent across. Dwayne: Let me check the details for you. Please help me with your phone number. Rudi: 021??????? Dwayne: Thank you. Dwayne: Please allow me a couple of minutes to check the details. Dwayne: Thank you for waiting, I really appreciate your patience. Dwayne: May I please know how did you request this? Store or on call? Rudi: Through the system online it did show pending and followed up with Ninja Shaun to ensure follow-through. As you can see from the dialogue he assured me it would happen. Yet, here I am again chasing on what is frustrating anyway as Vodafone has left me on old terms in the first place. Dwayne: I apologise for the inconvenience. Dwayne: I am investigating it for you. Dwayne: For security check, please help me with 4 digit PIN to your account? Rudi: ???? I think Dwayne: Thank you. Dwayne: Please stay connected. Dwayne: Thank you for waiting, I really appreciate your patience. Dwayne: The order was declined the very same as picked up by system, as it was placed from an IP address out of NZ. Dwayne: *the very same day Rudi: Can you please fix this and confirm that I have not been charged any over data since the commitment from Shaun? Dwayne: Let me share, under on account, you will not be charged any extra on top of your data balance if it runs out. Be assured on that part. To fix this, same order needs to be placed again. I would request you to place it through sale steam over the call, so that they can place it on your behalf and confirm you over the call if accepeted. Dwayne: You can reach sales on 0800 777 301 Monday to Friday, 8 am to 8 pm. Or if you wish let me arrange a callabck for you from them. The team will reach you in next 24 - 48 business hours. if that is okay with you. Dwayne: As you say, at your comfort. Rudi: Sorry, all was clear, you have the contact and my instructions, confirmation from Shaun. I don't wish to place another order just because of the way that Vodafone choses to deal with this. That was a contract. Dwayne: I understand your point, but let me share, you did contact the same day to confirm if the order was received. On which Shaun checked and confirmed it did, looking at the status "pending" and assured you on general terms that orders are completed with in 24 - 48 working hours. After your conversation, in few hours it was declined as you have placed it from the IP address outside NZ Dwayne: Thus, the same order cannot be reopened but you need to place an new one. Rudi: Dwayne, I was not advised that my IP address might be an issue and Shaun's assurance was not conditional. I'm sure you can relay the situation to an authorised person to precess. I have spent a considerable amount of time with Shawn when I was in Dallas and now with you. Dwayne: I certainly understand that. However, the time you talked to Shaun, the order was just received and was not declined yet. it was declined after that for a genuine reason that it was placed from IP outside NZ. Moreover, this rejection is very rare as we come across a very few cases where orders are placed from overseas. Also I could not see the same was mentioned while chatting with Shaun the you were in Dallas. Dwayne: I am sorry if my explanation does not hold the ground in front of you. OS907373??? is your online order number. I would request you to speak to our orders team once on 0800 837 867 from Monday to Friday 9 am to 6 pm or write to them on [email protected] and see if they can re open it by any chance. I assure, you we do not wish to bother customers on anything if the strings are in our hands. Rudi: Dwayne, we going around in circles. Vodafone has good notice of what my instructions were and it was confirmed by a staff member. With that I want you to execute on that commitment, I am your customer and it is unreasonable that you ask me to redo all this just to make it easier for Vodafone internal system. Rudi: Dwayne, you seem to be a smart bot but not a ninja that sort things for Vodafone customers. If I am already talking to a real person why would you tell me to call yet somebody else? The ninja label would suggest the ultimate in customer service. I am a prolific blogger and you may just have provided me with a little story. Dwayne: This is because we are from service team (call, data, texts and tech). Your issue is regarding an online order. The organisations have multiple departments which work on different hierarchy and has defined role. The online order declined will be under Orders team discretion. I did provide the best of the information available at our level. However, if it comes to core team' s discretion, you will have to contact the team itself. 
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