Virus Drains Data Bundle R10 000 later.

[Iam3G]

While it is a very good idea for customers to leave with a pamphlet full of important info, I don't think it is a good idea for retail outlets to create these pamphlets - it is Vodacom's responsibility to assimilate all the important info into a pamphlet format and then distribute this to retail outlets - preferably with any data related contract or device [in the packaging box for modems, cellphones, etc].

IMO the quickest way for Vodacom to get such a pamphlet out, would be to send it out in .pdf format to all retail outlets, and inform retail outlets that all data customers must receive a printed copy, Vodacom can then create printed glossy [or not] pamphlets later on and send those out to have displayed along with other pamphlets in retail outlets.

Exaclty why i feel it uncessary to spend too much time with a customer explaining all the risk involved. They should actually distribute it along with each individual modems. And if a customers is unclear about certain info, they can ask me.

But for now i just tell them what they need to know. And also, i dont know everything. I only know as much as my experince has tought me.

 

[Iam3G]

Going to have to disagree with you there: the reason I suggested such a pamphlet should be packaged in with the modems & 3G|HSDPA phones etc, is that it means data customers will at least see the pamphlet when opening up the sealed modem|phone packaging box - bcos sales consultants are either likely to forget to give the customer such a pamphlet, or would deliberately not give out such a pamphlet thinking it might discourage potential data customers from taking out a contract.

It is IMO still the responsibility of a sales consultant to know the details about the product & | service that they are selling to a customer, and be able to answer that customer's questions with correct information, i.e. the data info pamphlet is not just for the customers, but also to ensure that sales consultants have a concise and unified source of information which they should present to the customer in printed format, and ask the customer to read it and offer to answer any further questions that the customer might have - prior to signing a data contract.

I also strongly believe that consumers have a responsibility to do their own research before signing contracts - they should be looking for information on the internet [and hopefully finding their way to this forum], and asking questions before signing on the dotted lines...

I hear you there. But the reason is why i would those pamplets is so that i can work more efficiently. At times i have up to 7 customers standing in line for me, whilst busy trying(keyword being trying) to get a customer to understand what i am saying. Not all of them actually understand IT talk, but they still ask us what means what and why what happens. Therefor some customers get frustrated waiting for me.

So i also think a little "self research" would be great for them becoz 2 of those 7 waiting for me want to ask me wether "a certain version of this software works with what kind of OS" and such questions.

 

[Csnoopy]

80/20 Principal could apply here. 20% might do research 80% will buy because of marketing and use it. Is it not suppose to be plug and play and not plug and pray so help me I dont get nailed. Much more time and money is waisted on after sales than on creating a pamphlet and providing it with the GPRS/3G modem/phone. An sms could be sent with a link. It is Vodacom and then the resellers responsibility to keep the customers informed. Which ever way but it should be done. We encourage people to ask and when they do we tell them no find out for yourself. @Iam3g Being the advisor you should say I dont know but I will find out, which I believe you do.

 

[Iam3G]

80/20 Principal could apply here. 20% might do research 80% will buy because of marketing and use it. Is it not suppose to be plug and play and not plug and pray so help me I dont get nailed. Much more time and money is waisted on after sales than on creating a pamphlet and providing it with the GPRS/3G modem/phone. An sms could be sent with a link. It is Vodacom and then the resellers responsibility to keep the customers informed. Which ever way but it should be done. We encourage people to ask and when they do we tell them no find out for yourself. @Iam3g Being the advisor you should say I dont know but I will find out, which I believe you do.

Indeed i do. I used to follow up with customers, but not so much anymore as i get less queries.

 

[3G4me]

As the tech support specialist do you inform the sales people to inform the customer on the pitfalls & risks. Is the customer given any instore pamphlets on 3G usage and risks etc.??


@v3g It appears as per the above info from a Vodashop that the customers are still being left to there own. After all these months of discussions a Vodacom respresented outlet still shows the customer a finger when he walks out the door.

Actually, when the client signs up with the sales person, he has to sign a 2 page "agreement of sale" addendum to the contract, which details coverage issues, anti-virus issues, not leaving the modem connected when not in use, client responsibility for a virus using data on their computers, etc.

In addition, Vodacom have drawn up a welcome letter (they send this to all new data clients) but which we (in my shops) choose to hand to clients along with the modem. This letter explains everything about spyware, malware, things running in the background, how to check your balance on vodacom4me, not leaving idle modem connected, etc, etc.

Iam3G, perhaps you should read through all the documents the client signs before blaming sales people alone for the confusion - clients should never sign anything they haven't read, no? You are slating Vodashop sales people who have no way of defending themselves, why don't you intervene in your shop if you think they are so bad?

This doesn't mean Vodacom shouldn't find a solution to the problem of bills getting to R10 000, without the limit locks kicking in - but what I am saying is that there are forms/letters in place, maybe it is just easier for a client to be spoon fed by a resident data specialist, or to blame his incompetence on a reckless salesman when he gets caught unawares?

 

[Iam3G]

Actually, when the client signs up with the sales person, he has to sign a 2 page "agreement of sale" addendum to the contract, which details coverage issues, anti-virus issues, not leaving the modem connected when not in use, client responsibility for a virus using data on their computers, etc.

In addition, Vodacom have drawn up a welcome letter (they send this to all new data clients) but which we (in my shops) choose to hand to clients along with the modem. This letter explains everything about spyware, malware, things running in the background, how to check your balance on vodacom4me, not leaving idle modem connected, etc, etc.

Iam3G, perhaps you should read through all the documents the client signs before blaming sales people alone for the confusion - clients should never sign anything they haven't read, no? You are slating Vodashop sales people who have no way of defending themselves, why don't you intervene in your shop if you think they are so bad?

This doesn't mean Vodacom shouldn't find a solution to the problem of bills getting to R10 000, without the limit locks kicking in - but what I am saying is that there are forms/letters in place, maybe it is just easier for a client to be spoon fed by a resident data specialist, or to blame his incompetence on a reckless salesman when he gets caught unawares?

I am not slating anyone. You should read my post more carefully. I said that the sales people i work with, all them know the "sales agreement", but 90% of them dont know what the terminology regrading IT means. So if you have read my post, i said that while they are busy with customers, they come and ask me if they dont know something, and i then give them the advice and info they need.

 

[3G4me]

Both cases...

From the sales side, its basically just about selling the product and making their commision. Failry understandable as 90% of the sales consultant dont know anything abotu IT(not the way we do).

This is clearly slating the sales consultant, and if I was one in your shop, I would be peeved!

From my side(being the 3G Support Specialist/Data Support Cosultant here) i tell them the need to know. I tell them about the Auto Autoupdates and wether they want it on or off and i explain to them the pro's and con's of having it on or off. I tell them to keep their Anti-Virus up to date and what could happen if they dont(a.k.a this thread).

The addendum the client signs also details all of this.

 

[Bundy2005]

Why instead of sitting here don’t you write out a understanding of the terminology for the staff you seem to be blaming for there ignorance so that they to can understand it the way you do.

 

[AirWolf]

Actually, when the client signs up with the sales person, he has to sign a 2 page "agreement of sale" addendum to the contract, which details coverage issues, anti-virus issues, not leaving the modem connected when not in use, client responsibility for a virus using data on their computers, etc.

In addition, Vodacom have drawn up a welcome letter (they send this to all new data clients) but which we (in my shops) choose to hand to clients along with the modem. This letter explains everything about spyware, malware, things running in the background, how to check your balance on vodacom4me, not leaving idle modem connected, etc, etc.

Iam3G, perhaps you should read through all the documents the client signs before blaming sales people alone for the confusion - clients should never sign anything they haven't read, no? You are slating Vodashop sales people who have no way of defending themselves, why don't you intervene in your shop if you think they are so bad?

This doesn't mean Vodacom shouldn't find a solution to the problem of bills getting to R10 000, without the limit locks kicking in - but what I am saying is that there are forms/letters in place, maybe it is just easier for a client to be spoon fed by a resident data specialist, or to blame his incompetence on a reckless salesman when he gets caught unawares?

The signed agreement of sale doesn't really prove that the customers are made aware of the dangers at all. This is the "fine-print" that nobody bothers to read. If the sales reps, explained these issues it would IMO have far better results. Signing the agreement of sale just takes away the customers right of recourse against Vodacom, when they get screwed by OOB because they were not well informed/didn't read before they signed.

 

[AirWolf]

[ QUOTE=Iam3G;1173479]Both cases...

From the sales side, its basically just about selling the product and making their commision. Failry understandable as 90% of the sales consultant dont know anything abotu IT(not the way we do).

This is clearly slating the sales consultant, and if I was one in your shop, I would be peeved!

From my side(being the 3G Support Specialist/Data Support Cosultant here) i tell them the need to know. I tell them about the Auto Autoupdates and wether they want it on or off and i explain to them the pro's and con's of having it on or off. I tell them to keep their Anti-Virus up to date and what could happen if they dont(a.k.a this thread).

The addendum the client signs also details all of this.

Your quoting skills needs some work --> to follow your argument we need to see who said what

 

[Bundy2005]

The signed agreement of sale doesn't really prove that the customers are made aware of the dangers at all. This is the "fine-print" that nobody bothers to read. If the sales reps, explained these issues it would IMO have far better results. Signing the agreement of sale just takes away the customers right of recourse against Vodacom, when they get screwed by OOB because they were not well informed/didn't read before they signed.

When you last bought a car was it explained to you that you may be hijacked or lose your life when signing the registration documents.

 

[3G4me]

The signed agreement of sale doesn't really prove that the customers are made aware of the dangers at all. This is the "fine-print" that nobody bothers to read. If the sales reps, explained these issues it would IMO have far better results. Signing the agreement of sale just takes away the customers right of recourse against Vodacom, when they get screwed by OOB because they were not well informed/didn't read before they signed.

As it is a seperate addendum to the actual contract, (not the fine print which is printed on the back of the contract) I have yet to come across a client who does not ask "what is this" before he/she signs it. They even receive a copy of it when they leave, along with the copy of the contract.

I would NEVER sign anything I didn't at least read, and understand. This addendum actually contains some very useful information, otherwise it wouldn't be there at all.

Despite this signed document, Vodacom has been known in hundreds of cases, to credit the client anyway, in good faith. So how are they using it just to prevent a clients right of recourse?

 

[vodacom3g]

The signed agreement of sale doesn't really prove that the customers are made aware of the dangers at all. This is the "fine-print" that nobody bothers to read. If the sales reps, explained these issues it would IMO have far better results. Signing the agreement of sale just takes away the customers right of recourse against Vodacom, when they get screwed by OOB because they were not well informed/didn't read before they signed.

3G4me is referring to something outside the 'fine-print'.

I've driven around to a few of the Vodashops in Cape Town and they all have a register where they and the client sign together that they explained it to the client and the client signs that it was explained to him.

Very similar to the banks and other financial institutions who must (by law) get you to sign that you've been explained all the fine print.

In addition, if you look at the DB sticky, you'll see copies of the two letters that clients (should) get.

In 3G4me's case, she makes sure the clients get it. In Iam3G's case, they seem to not care (or so it seems from his posts). Maybe the difference between a shop 'who cares' and one 'who don't' (to borrow a phrase from Mr Cheales.

In any case, I've escalated it to the channel management people to check what's going on.

 

[3G4me]

Your quoting skills needs some work --> to follow your argument we need to see who said what

It's late.... and my I.T. skills go to sleep around 9pm!!

 

[vodacom3g]

When you last bought a car was it explained to you that you may be hijacked or lose your life when signing the registration documents.

Or when it runs out of gas, it's going to come to a halt....

 

[AirWolf]

When you last bought a car was it explained to you that you may be hijacked or lose your life when signing the registration documents.

Totally different scenario altogether. You want a car analogy that is closer to this, here goes:

You stop at a rest room and your car drives away all by itself and fills up petrol on your account

As it is a seperate addendum to the actual contract, (not the fine print which is printed on the back of the contract) I have yet to come across a client who does not ask "what is this" before he/she signs it. They even receive a copy of it when they leave, along with the copy of the contract.

I would NEVER sign anything I didn't at least read, and understand. This addendum actually contains some very useful information, otherwise it wouldn't be there at all.

Despite this signed document, Vodacom has been known in hundreds of cases, to credit the client anyway, in good faith. So how are they using it just to prevent a clients right of recourse?

Please provide proof.

 

[vodacom3g]

Despite this signed document, Vodacom has been known in hundreds of cases, to credit the client anyway, in good faith. So how are they using it just to prevent a clients right of recourse?

Which is very dangerous as it can easily be construed to be an admission of a faulty system, which it not is.

 

[AirWolf]

3G4me is referring to something outside the 'fine-print'.

I've driven around to a few of the Vodashops in Cape Town and they all have a register where they and the client sign together that they explained it to the client and the client signs that it was explained to him.

Very similar to the banks and other financial institutions who must (by law) get you to sign that you've been explained all the fine print.

In addition, if you look at the DB sticky, you'll see copies of the two letters that clients (should) get.

In 3G4me's case, she makes sure the clients get it. In Iam3G's case, they seem to not care (or so it seems from his posts). Maybe the difference between a shop 'who cares' and one 'who don't' (to borrow a phrase from Mr Cheales.

In any case, I've escalated it to the channel management people to check what's going on.

A standardised way of informing cutomers would certainly be welcome

 

[Bundy2005]

Here's the documentation i was given!

Company Registration No. 1991/001471/07
V.A.T. Registration No. 4190152084

REGISTERED OFFICE
PO Box 3306 Cramerview 2060
Vodacom Commercial Park
082 Vodacom Boulevard
Vodavalley Midrand 1685
Customer Services 082 111
Dedicated Data Call Centre 082 155

<<Account Name>>
<<Account Address Line 1>>
<<Account Address Line 2>>
<<Account Address Line 3>>
<<Account Address Line 4>>

Account No: <<A12345678>>
Cellphone / Data Card No: <<0827891034>>

3 November 2006

Dear Valued Customer

DATA / INTERNET SERVICE

We would like to take this opportunity to welcome you to the Vodacom family!

At Vodacom, we are constantly striving to improve our products, as well as the services we provide to you.

Every Vodacom data customer has been allocated a “cellphone number” which is your unique reference when interacting with Vodacom. Your number is <<number>>.

In order to assist you in understanding and managing your Vodacom data / Internet service, we have summarised a few important frequently asked questions received by our contact centres (see overleaf).

Should you require any further information, please:
• Contact Vodacom Customer Services on 082 111 for account related queries; Or
• Contact our specialised Dedicated Data Call Centre on 082 155 if your enquiry is related to our data / Internet service; Or
• Visit our website on www.vodacom.co.za and log into Vodacom4me. Here you can perform a range of self-service options including the purchasing of additional data bundles.

However, if your enquiry is related to our data / Internet service, contact our specialised Dedicated Data Call Centre on 082 155.


Yours sincerely



Shameel Joosub
MANAGING DIRECTOR



FREQUENTLY ASKED QUESTIONS

1. CAN I ACCESS THE VODACOM4ME WEB SELF-SERVICE CHANNEL?
Yes, go to www.vodacom.co.za and log in using your data card’s cellphone number.

2. HOW DOES VODACOM CALCULATE AND CHARGE MY DATA / INTERNET USAGE?
Your data usage is billed based on the amount of data (kilobytes) which is sent from your PC or Laptop to the Internet, OR received by your PC or Laptop from the Internet. For example, every time you visit a website, OR when you send or receive emails, Vodacom will calculate the amount of data (kilobytes) sent / received. The amount of data is then multiplied by the appropriate tariff rate (e.g. R 1.20 per Megabyte). Remember most data contracts include a monthly data bundle (for example 500MB).

3. DOES IT MATTER HOW LONG I STAY CONNECTED TO THE INTERNET?
No! You are billed based on the amount of data which is sent / received by your PC or Laptop, and NOT the ‘length of time’ that you stay connected to the Internet / email. In other words, for some periods – you may not incur ANY charges when connected, but similarly – you may incur high charges when sending / receiving BIG amounts of data within a few seconds / minutes!

4. WHAT RISKS ARE INVOLVED WHEN I CONNECT TO THE INTERNET / EMAIL?
When your PC / Laptop is connected to the Internet, your PC / Laptop can send or receive large amounts of information ‘by itself’ within a very short period of time – without you even knowing about it! This is normally caused by viruses, automated software downloads, etc.

5. AM I LIABLE FOR ‘UNINTENDED’ DATA USAGE (FOR EXAMPLE VIRUSES, ETC)?
Yes. It is your responsibility to protect your PC / Laptop against unintended data usage when connected to the Internet. We advise that you consult with an IT technician to explain the various protective measures available to you.

6. HOW CAN I MANAGE / MONITOR MY DATA USAGE?
o Do not leave your PC / Laptop connected to the Internet when you do not require to be connected.
o Ensure that you have sufficient protective measures against viruses, spy ware, etc, loaded on your PC / Laptop.
o Be careful when listening to music, or watching / downloading movies over the Internet, since such content normally contains large amounts of data.
o Protect your PC / Laptop against unauthorised usage and access via wireless technologies, such as Bluetooth & WiFi.
o To find out how much data you have used / available on your current data bundle:
o Log onto www.vodacom4me.co.za, and go to the My Account… Account Info menu option. If you are using a data card, use your data card’s “cellphone number” to logon.
o SMS the letters MM to 31050 (free service). If you are using a data card, you can send an SMS from the Vodafone Mobile Connect Software.
o If you are using a data card, click on the ‘Usage’ button in the Vodafone Mobile Connect Software which indicates month-to-date data usage. Note that this may not always be 100% accurate due to various technical reasons – such as viruses, spy ware, etc.

7. WILL VODACOM LIMIT (“CAP”) MY MONTHLY DATA USAGE?
No. Most data contracts include a monthly data bundle. The good news is that you will not be prevented from accessing the Internet once your monthly bundle is depleted. You will simply be billed at the applicable out-of-bundle data rate (e.g. R 1.20 per Megabyte).

 

[Bundy2005]

Proof enough