Frage
Antwort
Lösung
am 15.03.2019 18:55
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
Gelöst! Gehe zu Lösung.
am 22.03.2019 19:43
Hi medicol,
you'll see that on the bill in April.
Regards
Thomas
am 16.03.2019 08:55
am 16.03.2019 10:01
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 ?
am 16.03.2019 10:49
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
am 17.03.2019 09:07
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.
am 17.03.2019 09:29
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
am 17.03.2019 16:57
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?
am 18.03.2019 13:02
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
am 18.03.2019 18:37
Thanks Stephan, I sent you private message as requested
Regards
am 19.03.2019 20:13
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