Vodafone turns deaf ear to customers' pleas

By ELEANOR BLACK, consumer reporter

Vodafone may be promising to change the rules by throwing contracts away, but its largesse does not extend to all customers.

Two Aucklanders who thought they had signed up for personal plans have unwittingly ended up with business contracts from which the company will not release them.

And the Consumers' Institute thinks there may be more customers in that situation.

Chief executive David Russell said yesterday: "I find it very strange that the company is putting up such a fight. The only possibility I can think of is that there are other people waiting in the wings."

Anne-Maree Angell bought a Nokia 3310 and signed a three-year contract in April.

Her plan, Daytime 40, recommended by Vodafone staff at the New Lynn shop, is meant for business customers. But the 33-year-old non-sworn police worker signed a contract that made it clear she wanted the phone for personal use.

"I saw the TV ads and thought, great, fantastic, I can get out of my contract. When I found out I couldn't I was livid."

Vodafone's television ads promise to free consumers of contracts if they are on a personal plan.

Ms Angell made three phone calls to the Vodafone customer service centre and two visits to the New Lynn shop but got nowhere.

However, she did get an offer to change to a personal plan if she paid an extra $600 for her phone. When she refused, Vodafone three days later offered to drop the charge to $300.

Mr Russell said Ms Angell was protected by the Consumer Guarantees Act because she genuinely believed she had signed up for a personal plan and had filled in that part of the contract.

"Vodafone has made a mistake. They have to wear it. She shouldn't suffer."

Vodafone spokeswoman Avon Adams said: "If you sign a contract you should understand the contract."