Thema "Re: 99,50€ and noone explain me why" in Archiv_Kabel

99,50€ and noone explain me why

medicol — Fri, 15 Mar 2019 17:55:39 GMT

Hello,
I had problem with my Internet connection: once/twice per day Internet became interrupted, after 15 min again ok
So that after same situation last a week I called the technical service: they fixed me a meeting with a technician
I waited him at home during all the window time callcenter fixed but no one came.
In next invoice Vodafone charged me 99,50€ for Servicepauschale für Endgeräteeinstellung und / oder Fehleranalyse
I called Vodafone, I asked why should I pay that amount and of course I asked money back.
After 10 day I received this answer: Die Abrechnung über den Einsatz des Technikers ist korrekt. Die Kosten für die Servicepauschale können wir Ihnen nicht erstatten
They did not explain me why should I pay as so that I asked again why and I asked the report of the technician.
This is the answer I got:
Unsere Servicepauschale von 99,50 Euro umfasst nur diese Punkte:
- die Anfahrt.
- bis zu 45 Minuten Arbeitszeit für Störungseingrenzung und Fehlerbehebung.
- das Beschaffen, Liefern und Montieren von Kleinmaterial (keine Verstärker).
- das Einpegeln des vorhandenen Verstärkers.
- das Einstellen unserer Geräte bzw. Ihres Fernsehers.
- und wenn der KD nicht vor Ort anzutreffen ist.
Ist this an answer?
Again they have not answered me why they charged me.
The technician was not in my hause, why should I pay for point first four points? This are classical problem at Vodafone side
I have not a contract for TV so what for 5th point?
I was at home and techician did not came, what for 6th point?
I answered asking clarification and and I got these answers

um Ihr Anliegen zu bearbeiten, haben wir versucht Sie anzurufen. Wir versuchen es weiter.
Oder Sie melden sich kostenlos unter 0800 52 666 25.

rufen Sie uns bitte kostenlos unter 0800 52 666 25 an. Wir haben Sie nicht erreicht. Für Ihr Anliegen brauchen wir noch mehr Infos.

Why Vodafone is liying? no one called me.

Why should I spend again 30 min waiting someone answer me at technical service someone does know anything I need to explain again all and for sure he has no answer?

Why they are not making me the question via email?

I start to think that with this type of Kundenservice absolutly not customer oriented only solution is delete the contract for Kabel 200 Mbit/s

Betreff: 99,50€ and noone explain me why

medicol — Sat, 16 Mar 2019 07:55:55 GMT

Can anybody help?
May feeling is that no one at technical service took care, just ready answer. Infact no one want state why i was charged.

Betreff: 99,50€ and noone explain me why

MasterScorpion — Sat, 16 Mar 2019 09:01:28 GMT

Costumer helps costumer forum.

No 24/7 Support - so be patience till a employee shows up in this thread.

You could use the contact form.

Do you still have issues with your internet connection ?

Which hardware do you use ?

Betreff: 99,50€ and noone explain me why

medicol — Sat, 16 Mar 2019 09:49:54 GMT

I know that this is just a forum and there is no 24/7 support.

No one has any duty here.

I just want to share my bad experience with other customers and looking for advices.

I am patience be sure: 2 weeks waiting a decent answer to my questions.

The last one from technical support was that in practiceif there is a failure in Vodafone premise I should pay.

For me this is inacceptable.

I am using Sagemcom Fast 5460.

Regards

Betreff: 99,50€ and noone explain me why

medicol — Sun, 17 Mar 2019 08:07:12 GMT

yesterday I received a phone call from technical service (Berlin number) but I was not in time to answer.

So that I immediatly call back the green number

As foreseen the technician I spoke with did not know anything and told me to wait someone will call me back.

I was right: when they sent me email to call them back on Friday was just to take time from Vodafone side. No sense to call from my side the technical service.

Betreff: 99,50€ and noone explain me why

medicol — Sun, 17 Mar 2019 08:29:47 GMT

Just now I received a phone call from them (they are working on Sunday!!!! I am surprised)

They told me that techician came to me.

I explained them as I have already done 100 times in these 15 days that no one came to me.

I asked to see my signature in technician report.

They should investigate more. What to investigate I do not know

Betreff: 99,50€ and noone explain me why

medicol — Sun, 17 Mar 2019 15:57:59 GMT

I receive a new call from Vodafone.

Thez told me that they have understood what I told them and they will investigate.

After 10 min they send me an email roughly copy and paste of the one sent me on Thursday

Die Abrechnung über den Einsatz des Technikers ist korrekt.

Die Kosten für die Servicepauschale können wir Ihnen nicht erstatten.

Verpassen Sie Ihren Techniker-Termin oder ändern Sie ihn nicht rechtzeitig, entstehen uns Kosten.

Unsere Servicepauschale von 99,50 Euro umfasst

- die Anfahrt.
- bis zu 45 Minuten Arbeitszeit für Störungseingrenzung und Fehlerbehebung.
- das Beschaffen, Liefern und Montieren von Kleinmaterial (keine Verstärker).
- das Einpegeln des vorhandenen Verstärkers.
- das Einstellen unserer Geräte bzw. Ihres Fernsehers.
Der Techniker did not come and they pretend money for nothing

Ridicolous 1st they tell I was not at the appointment (it is just the opposite, the technician did not come) while they tell me the technician has installed TV (I watch via sat so no possible) or other (I think modem).

Is there any technician with normal logic in Vodafone?

Re: 99,50€ and noone explain me why

Stephan — Mon, 18 Mar 2019 12:02:28 GMT

Hi medicol,

and welcome to our Community. We can take a look at it for you. Please send me a private message with the following information:

your name

your address

date of birth

your customer number

the link of this thread

Please reply here when you have sent the private message.

Regards

Stephan

Re: 99,50€ and noone explain me why

medicol — Mon, 18 Mar 2019 17:37:51 GMT

Thanks Stephan, I sent you private message as requested

Regards

Re: 99,50€ and noone explain me why

Thomas — Tue, 19 Mar 2019 19:13:01 GMT

Hi medicol,

we took a look at the ticket. It was an appointment on 21.01.2019 with a technician agreed. Since nobody was on site, the technician drove for free and therefore the lump sum was calculated.

Regards

Thomas

Re: 99,50€ and noone explain me why

medicol — Tue, 19 Mar 2019 20:40:23 GMT

it is 15 days I am telling that no one technician came

it is 15 days I am telling that no one technician rang my bell

it is 15 days I am telling I was at home from 17 to 20 as requested to me

my wife and my son were at home also and before that time

the technician is a LIAR

He did not come

Thanks for helping and continuing joking me

I shall delete the contract, I will no more be a customer of such a company

Re: 99,50€ and noone explain me why

Thomas — Wed, 20 Mar 2019 14:25:32 GMT

Hi medicol,

i just wrote the facts on the ticket for now. If you can disprove that, of course it looks different. So you were there and the technician put it wrong in the order. In this case the lump sum would not be justified.

Regards

Thomas

Re: 99,50€ and noone explain me why

medicol — Wed, 20 Mar 2019 20:30:50 GMT

Hi Thomas (and Stephan),

1st let me tell you thanks for writing me in English and for giving me a clear statement after 3 emails where nothing was clear from technical service. I truly appreciate it.

Let mention that I always stated that I was at home in the period technician should came and Vodafone never considered my words. NEVER. Simply skipped like never written: customer must shut up and pay.

You are mentioning disproval.

How can I disprove that technician never came? I can only tell that I was at home with my family. Normally when people are waiting for a technician do not invite guests to be used as witness in case technician do not come and moreover he charge a bill.

Let me ask you, can Vodafone prove that its technician came?

I asked to see the report of the technician and till now no one furnished it to me. Why?

Technical service sent me emails, no one has a name and surname, everyone anonymous (it is normal to use nickname in forum so I am not referring to you). Such a braveheart.

It is pretty clear to me that no one at Vodafone side is interested to even understand what happened.

I have no other weapons than cancel the contract (and change mobile operator for SIM I have)

Re: 99,50€ and noone explain me why

Thomas — Thu, 21 Mar 2019 14:01:50 GMT

Hi medicol,

i think you got me wrong. Based on the previous description of you, I'm convinced that the technician didn't completely leave the truth in the ticket. Therefore, the lump sum will be credited back to your customer account.

Regards

Thomas

Re: 99,50€ and noone explain me why

medicol — Thu, 21 Mar 2019 16:38:12 GMT

Thank you Thomas,

unfortunatly last official email from Vodafone is the one received on Sunday 17.3.2019 from Technischer.Kundenservice@KabelDeutschland.de

telling me NO.

Of course, they will never admit they fault.

In case you think I can write an email to some special email address please letme know

Kind Regards

Re: 99,50€ and noone explain me why

Thomas — Thu, 21 Mar 2019 17:56:31 GMT

Hi medicol,

why do you want to write another mail? The lump sum will be credited to your account and it should be done.

Regards

Thomas

Re: 99,50€ and noone explain me why

medicol — Fri, 22 Mar 2019 16:16:25 GMT

Hi Thomas,

if you tell me so I shall wait April invoice and report here.

Thanks and regards

Re: 99,50€ and noone explain me why

Thomas — Fri, 22 Mar 2019 17:25:00 GMT

Hi medicol,

we can wait until the next invoice is made.

Grüße

Thomas

Re: 99,50€ and noone explain me why

medicol — Fri, 22 Mar 2019 17:31:21 GMT

in March invoice there is no re-fund

that is why I wrote April

Re: 99,50€ and noone explain me why

Thomas — Fri, 22 Mar 2019 18:43:27 GMT

Hi medicol,

you'll see that on the bill in April.

Regards

Thomas