Thema "And I am not asking for a support in any other language t..." in Kabel: Tarife & Rechnung

HELP. How to contact Vodafone Deutschland Kabel customer support?

jonab — Tue, 18 May 2021 15:40:23 GMT

HELP. How to contact Vodafone Deutschland Kabel customer support?

I would like to contact by email as I can not explain by phone in German the problem I have (I'll need to use translator) , but I cabn not find anywhere their email address.

Danke

Betreff: HELP. How to contact Vodafone Deutschland Kabel customer support?

jonab — Tue, 18 May 2021 18:30:58 GMT

Dear Vodafone Kabel Deutschland,
I need to return to you your equipment as you have terminated my contract.
I can not get any help over the phone. I have tried to contact you on various email addresses I was given by customer support over the phone, but all of them just bounce back.
Please contact me regarding return of your equipment.
From June 1st I will start charging €15 per day for storing your router if you will not collect it from me or if you will not provide to me a return label with return address.

Regards.

Sehr geehrte Vodafone Kabel Deutschland,
Ich muss Ihnen Ihre Ausrüstung zurückgeben, da Sie meinen Vertrag gekündigt haben.
Ich kann telefonisch keine Hilfe bekommen. Ich habe versucht, Sie über verschiedene E-Mail-Adressen zu kontaktieren, die mir vom Kundensupport telefonisch mitgeteilt wurden, aber alle kommen einfach zurück.
Bitte kontaktieren Sie mich bezüglich der Rücksendung Ihrer Ausrüstung.
Ab dem 1. Juni werde ich 15 € pro Tag für die Aufbewahrung Ihres Routers berechnen, wenn Sie ihn nicht bei mir abholen oder wenn Sie mir kein Rücksendeetikett mit Absenderadresse zur Verfügung stellen.

Grüße.

Betreff: HELP. How to contact Vodafone Deutschland Kabel customer support?

reneromann — Tue, 18 May 2021 18:52:44 GMT

I'm afraid to tell you that English support is only given on best effort base - which may mean that there's most presumably no support in English at all. There is also no direct mail address but only the contact form.

If you tell us a bit about your problem here , then maybe someone in here can help you.

Betreff: HELP. How to contact Vodafone Deutschland Kabel customer support?

reneromann — Tue, 18 May 2021 19:04:59 GMT

@jonab schrieb:
From June 1st I will start charging €15 per day for storing your router if you will not collect it from me or if you will not provide to me a return label with return address.

There is no return label - you have to send the devices back on your own expenses. And if this is not done within 14 days, you might also be charged for not returning the devices in time.

Depending on your contractual partner - most presumably Vodafone (Kabel) Deutschland, except you were using the contract in Hesse, North Rhine-Westphalia or Baden-Württemberg - you will have to return the device to the following address at your own expenses:

Vodafone Deutschland

c/o DHL Paket

Am Tower 222

90475 Nürnberg

And there won't be any kiond of "storage fee" that Vodafone will reimburse you if you miss to comply with your contractual obligations to send back the devices in time without further request and at your own expenses.

Ich kann E-Mails in verständlichem Deutsch schreiben. Bit...

jonab — Tue, 18 May 2021 19:10:32 GMT

Ich kann E-Mails in verständlichem Deutsch schreiben.

Bitte kontaktieren Sie mich per E-Mail in Deutsch, wo ich Ihnen antworten könnte.

Ich werde meine persönlichen Daten hier nicht öffentlich zur Verfügung stellen.

p.s. Ich habe das Problem einen Kommentar oben auf Deutsch grob beschrieben.

p.p.s. Ich warte darauf, dass Sie mich per E-Mail kontaktieren (Sie haben es auf meinem Konto), lieber Vodafone Kabel Deutschland.

Come and collect it from me. It is you who terminated my...

jonab — Tue, 18 May 2021 19:12:24 GMT

Come and collect it from me. It is you who terminated my contract, not me.

Storage fee - €15 per day from June 1st.

Betreff: Come and collect it from me. It is you who terminated my...

reneromann — Tue, 18 May 2021 19:40:36 GMT

@jonab schrieb:
Come and collect it from me. It is you who terminated my contract, not me.

You are obliged by the contract to send the items back - no matter who terminated the contract.

If you don't do so, you will be charged the price for not returning the device and obvioulsly then can do anything you want with the device (but you should know that the device won't be able to be used again as those devices are getting banned from the Vodafone cable network).

It is written in the contract that you have to send it back - you cannot change this on your own without Vodafone explicitly accepting it. And as there is no such acceptance, there won't be any kind of "pick up" service.

@jonab schrieb:
Storage fee - €15 per day from June 1st.

Nice try - but as this "fee" is neither mentioned in your contract nor this forum is an official way to contact Vodafone in order to make any kind of legally binding requests, you mentioning any kind of fee here is simply not even worth the bytes being saved in any database.

Decide yourself:

a) Sending back the device on your own expenses

-or-

b) Being charged for not returning the device.

Your option "c) Pick up and Storage fee" is no option as this was not agreed upon by Vodafone and you cannot simply one-sidedly change the contract. And before you argument that Vodafone terminated the contract one-sidedly: Yes, this is possible by the same rules that apply to you cancelling the contract -or- in case you don't comply with the contract (e.g. paying late or not paying at all).

Nice try. My contract expires in 9 months (24 month contr...

jonab — Tue, 18 May 2021 19:58:44 GMT

Nice try.
My contract expires in 9 months (24 month contract). You terminated it prematurely and you are demanding me to return devices before contract expiration.
Either you send return label, or a courier to collect it.
€15 storage fee per day will be charged from June 1st until contract expires (2021 March approx). On contract maturity of course the device will be returned on my expenses to you, but only after you will pay storage fees.

P.s. are you even official Vodafone Deutschland Kabel customer support agent or just a forum moderator?
If you are customer suppirt agent, pleade send me an email.

Betreff: Nice try. My contract expires in 9 months (24 month contr...

Torsten — Tue, 18 May 2021 20:08:19 GMT

Sorry, you're on a customer-help-customer forum. We are all customers like you, not Vodafone employees. And if Vodafone has terminated your contract prematurely, it is usually because the payments have not been made or the service can no longer be provided if, for example, the house owner has chosen another cable network operator.

Betreff: HELP. How to contact Vodafone Deutschland Kabel customer support?

jonab — Tue, 18 May 2021 20:13:03 GMT

Moreover, Vodafone Kabel Deutschland knew that they will not be able to supply me the services for the whole duration of my 24 months contract before selling me the contract (I found that out recently myself after an investigation to publicly available data). But they still sold it to me.
So why I was sold these services in a first place?
Is it also widespread practice in Vodafone Kabel Deutschland to sell services by knowing that they will not be able to keep contractual obligations?

I understand that custumers help customers, and I appreci...

jonab — Tue, 18 May 2021 20:19:47 GMT

I understand that custumers help customers, and I appreciate that.
But where is Customer Support? How to write to them?

All payments were on time. And yes, landlord terminated contract with Vodafone Kabel Deutschland. But the plans for another supplier to take over the building were publically published well before I signed contract with Vodafone Kabel Deutschland (I was not aware of that untill my recent investigation). Vodafone Kabel Deutschland knew well in advance that their contract will be terminated on specific date, but still sold full 24 months contract. Why? Is that ok?

Betreff: I understand that custumers help customers, and I appreci...

Torsten — Tue, 18 May 2021 20:28:11 GMT

Why shouldn't that be okay? The service was possible when the contract was concluded and a contract can therefore also be concluded. If the landlord then terminates his contract with Vodafone, that is his decision. Vodafone has no influence on this.

If I were you, I would just send the cable router back, otherwise you will be billed, as @reneromann already wrote, and the whole thing will go into debt collection. Even if the contract is terminated, the terms continue to apply to you.

Betreff: I understand that custumers help customers, and I appreci...

Torsten — Tue, 18 May 2021 20:30:08 GMT

By the way: Support is only available in German on the hotline. And you are not entitled to support in other languages, since the contract language in Germany is German.

So according to you it is ok to sign a contract knowing t...

jonab — Tue, 18 May 2021 20:34:43 GMT

So according to you it is ok to sign a contract knowing that you will not be able to fulfill it. Hmm....

And I am not asking for a support in any other language t...

jonab — Tue, 18 May 2021 20:39:10 GMT

And I am not asking for a support in any other language than German. I am asking for a support in writing in German (electronically).
P.S. and I was given some email addresses by CS agents over phone, but they bounced back. So looks like noone knows for sure if these email addresses exist or not.

Betreff: So according to you it is ok to sign a contract knowing t...

Torsten — Tue, 18 May 2021 20:39:58 GMT

How should the seller know when signing the contract that the contract will not be able to run for 24 months? The systems do not show this possibility. If the connection is possible when the contract is concluded, a contract can also be concluded. And now I'm tired of arguing with you. Ask your lawyer for more details, I'm not one and have better things to do in my free time.

The expansion plans to the area by the other supplier wer...

jonab — Tue, 18 May 2021 20:45:06 GMT

The expansion plans to the area by the other supplier were announced in 2016 for the year 2021. Please do not tell me that Vodafone Kabel Deutschland did not know for 4 years that another provider was planning to undercut them in an apartment complex of few hundred apartments.

Betreff: So according to you it is ok to sign a contract knowing t...

reneromann — Tue, 18 May 2021 20:55:39 GMT

@jonab schrieb:
So according to you it is ok to sign a contract knowing that you will not be able to fulfill it. Hmm....

How should Vodafone know that your landlord decides to switch the carrier and when this will take place?

Sometimes the landlords stick to the old contracts even though a new carrier is available as prices for them are more attractive to stick with the old carrier - sometimes it's more attractive to switch.

Anyhow your landlord is also bound to his contracts - and he decides on base of his contracts if he switches or not. Your contract with Vodafone explicitly contains a part about "technical impossibility" - and as Vodafone didn't know two years before when and that your landlord would cancel, they were selling you the contract in faith that there wouldn't be a cancellation. New contracts anyhow are not possible from the moment that the landlord cancels the contract and switches - but this is usually only a notice period from 3..6 months.

Betreff: The expansion plans to the area by the other supplier wer...

reneromann — Tue, 18 May 2021 21:00:20 GMT

@jonab schrieb:
The expansion plans to the area by the other supplier were announced in 2016 for the year 2021.

But these plans have nothing to do with the contracts that your landlord has with Vodafone.

In case he doesn't switch, this new supplier won't do anything for you - there's no "automatics" that your landlord has to switch to the new provider at all - if the contract and/or the costs for him for the new carrier are higher than the ones in prolonging the old contract.

@jonab schrieb:
Please do not tell me that Vodafone Kabel Deutschland did not know for 4 years that another provider was planning to undercut them in an apartment complex of few hundred apartments.

As long as the contract between your landlord and Vodafone is not cancelled, it is not cancelled. No matter if there are other carriers trying to sell their services or not. And I'm pretty sure that your landlord wouldn't have cancelled 4 years ago just because someone else was planning to do something without an exact date for finishing work (or knowing if the work will be done at all). Usually these contract switches only have a notice period of a few months, not years...

Another provider is expanding in the city in various area...

jonab — Tue, 18 May 2021 21:14:10 GMT

Another provider is expanding in the city in various areas for the last 5 years. Their plans are announced publicly. If VKD is not aware of that, then their business model is based too much on "faith".
And yes, landlords' and VKD contracts have own T&C on which I can not comment.

Talking about "technical possibility" clause:
VKD only announced that they will be terminating my contract, even though they had another "technical possibility" - to provide me VDSL for the remaining contract term. But they did not even give that option after I asked for it. They only suggested to sign a new VDSL contract for another 24 months, whi h does not suit me.

All that just shows customer "friendlines" from Vodafone Kabel Deutschland.