Dear visitor,
Since its inception Vodafail.com has made a significant
contribution towards raising awareness of the problems and issues faced
by Vodafone customers.
Vodafone Australia customers have had the opportunity to voice their concerns, their fears and their troubles from every corner of Australia and beyond our borders.
You have gathered the courage to stand up for your rights as consumers and to make your voice heard.
Each and every person who shared their story should have a sense of pride in this achievement and the changes that have occurred since the start of Vodafail.com.
More recently, traffic to Vodafail.com has declined significantly.
Having achieved the goal of raising awareness and promoting concrete action in early 2011, we have now reached the point of closing Vodafail to new complaints.
The site will remain online for as long as possible as a
reminder and an example of what is possible when we share our experiences.
It has been a privilege to run this initiative
and I'm am forever grateful for the help and support I've received. In
particular I would like to thank Melissa, David and Travis for their
continued efforts over the past 15 months. I'm also thankful and humbled by the support of ACCAN, Choice magazine and a wide range of media outlets, blogs and websites.
You can still browse existing stories and find out how to file a complaint if you are experiencing problems.
Until next time,
Adam Brimo
Share Your Pain
| ACT (1140) | Everywhere (19206) | NSW (7557) | NT (170) | QLD (3578) | SA (987) | Somewhere else (224) | TAS (242) | VIC (3573) | WA (1735) |
17110 Someone from Somewhere else thinks vodafone is People Fail Not Vodafail at 25 Apr 2011 05:36:41 PM
Quite simple really,
Like ANY company you will get the good, the bad, the ugly and sadly like all call centers there will be customers falling through the cracks. This is a disgusting display of human hatred and lack of understanding. I am not going to say 'toughen up' I am going to instead say the simple logical process.
1. If it doesn't work investigate and DON'T expect to get an answer if YOU created the problem (e.g. installed harmful progs/applications on your system/experienced a power outage etc) They are NOT technicians for PC hardware in that sense.
2. If you haven't paid your bill THIS IS YOUR FAULT you signed the contract to pay so much and YOU asked for the service. Getting anrgy and upset it has been restricted or rarely CUT OFF will get you nowhere! Please accept responsibility.
3. If you can't speak english GET HELP or ASK AROUND. Simple if you live in New Zealand and Australia WHAT DO YOU EXPECT an international language center just for you NO this does not even apply in your own country
4. If you have a bad experience place feedback believe me it will get to the right person if you explain this LIKE A HUMAN
5. LISTEN to advice and try YOURSELF to create a contructive call flow simple aye ;/
6. To add above work WITH the agent not AGAINST think about how you would like to be treated and spoken to.
7. Understand things take time and like all business not every system is perfect hence some years are great and others are bad.
8. THIS IS IMPORTANT!!! PLEASE PREPARE YOUR INFORMATION!!! If it doesn't work why doesn't it work, what can you see, what did you do before the issue it's simple people. If you made a payment and it has NOT shown up then find out where you paid it to. If the service for broadband work but then stops suddenly what are the lights doing? What happened to you're computer? What did you do differently? THIS HELPS!
9. IS IT THE PROVIDERS FAULT YOU WILL LOOSE MONEY ON THE BUSINESS NO!!! Unless this is a BUSINESS account then you will not get any sympathy nor will this speed up ANY process. The only time something can be speed up is when their is a LEGIT MEDICAL REASON AND YES provide evidence! PEOPLE LIE to get what they want thats why they need it!!! Plus most Terms and Conditions will say it is NOT ALLOWED to have a business account on a residential account.
10. DO NOT call through and expect credit for something like an ENTIRE MONTH that is unfair especially if you have only had 1 issue that took a day to resolve. Any compensation is good compensation people.
11. Lastly posting experience that you have on this website is horrible to read and terrible to discuss. It great voice an opinion on a forum/chat blog but to go as far as coverage/how to guides/alternative/what you got/how long you were on hold is disgusting. Please take a look youself to see if you helped or made the situation WORSE in most cases because YOU were impatient you rushed a process that needed time to complete like MOST things in life.
If you have a good experience with someone please call through and ask for them again have you tried this?
I know I am going to get the hate speech after this post but hey I too have had terrible customer service but I don't make a website about it. I simply brush it off but also provide CONSTRUCTIVE feedback to the company providing the services.
Like ANY company you will get the good, the bad, the ugly and sadly like all call centers there will be customers falling through the cracks. This is a disgusting display of human hatred and lack of understanding. I am not going to say 'toughen up' I am going to instead say the simple logical process.
1. If it doesn't work investigate and DON'T expect to get an answer if YOU created the problem (e.g. installed harmful progs/applications on your system/experienced a power outage etc) They are NOT technicians for PC hardware in that sense.
2. If you haven't paid your bill THIS IS YOUR FAULT you signed the contract to pay so much and YOU asked for the service. Getting anrgy and upset it has been restricted or rarely CUT OFF will get you nowhere! Please accept responsibility.
3. If you can't speak english GET HELP or ASK AROUND. Simple if you live in New Zealand and Australia WHAT DO YOU EXPECT an international language center just for you NO this does not even apply in your own country
4. If you have a bad experience place feedback believe me it will get to the right person if you explain this LIKE A HUMAN
5. LISTEN to advice and try YOURSELF to create a contructive call flow simple aye ;/
6. To add above work WITH the agent not AGAINST think about how you would like to be treated and spoken to.
7. Understand things take time and like all business not every system is perfect hence some years are great and others are bad.
8. THIS IS IMPORTANT!!! PLEASE PREPARE YOUR INFORMATION!!! If it doesn't work why doesn't it work, what can you see, what did you do before the issue it's simple people. If you made a payment and it has NOT shown up then find out where you paid it to. If the service for broadband work but then stops suddenly what are the lights doing? What happened to you're computer? What did you do differently? THIS HELPS!
9. IS IT THE PROVIDERS FAULT YOU WILL LOOSE MONEY ON THE BUSINESS NO!!! Unless this is a BUSINESS account then you will not get any sympathy nor will this speed up ANY process. The only time something can be speed up is when their is a LEGIT MEDICAL REASON AND YES provide evidence! PEOPLE LIE to get what they want thats why they need it!!! Plus most Terms and Conditions will say it is NOT ALLOWED to have a business account on a residential account.
10. DO NOT call through and expect credit for something like an ENTIRE MONTH that is unfair especially if you have only had 1 issue that took a day to resolve. Any compensation is good compensation people.
11. Lastly posting experience that you have on this website is horrible to read and terrible to discuss. It great voice an opinion on a forum/chat blog but to go as far as coverage/how to guides/alternative/what you got/how long you were on hold is disgusting. Please take a look youself to see if you helped or made the situation WORSE in most cases because YOU were impatient you rushed a process that needed time to complete like MOST things in life.
If you have a good experience with someone please call through and ask for them again have you tried this?
I know I am going to get the hate speech after this post but hey I too have had terrible customer service but I don't make a website about it. I simply brush it off but also provide CONSTRUCTIVE feedback to the company providing the services.
Vodafone finally apologised and announced serious plans on Feb 23rd:
http://www.smh.com.au/technology/technology-news/we-are-truly-sorry-vodafone-20110222-1b334.html
If you are looking for constructive feedback you can see the 27 page, 6000 word report ( http://vodafail.com/report.php ) that I wrote on Vodafone's problems and how they could have reacted better to those problems. It also contains suggestions that Vodafone is now largely trying to follow in their plan announced on Feb 23rd.
When products and services are significantly failing for so many people, customers should not ignore it or brush it off. You should try and get the problem resolved (See our how to complain page) but when that becomes difficult you don't just give up. And if it takes national media coverage and a website to make them fix the problem then someone will make an effort and get it done. This time it was me but I'm sure for the next company it will be someone else.
Adam
Vodafail.com Moderation Team
As for working with call centres....the frustrating thing about the Indian call centre is the people who tell you with great authority what the issue is and what's done to fix it, only to find out that nothing happened, there's no record of your call and the next person you speak to doesn't believe anything you say. I work in a call centre here in Australia....if we did that, our business would be investigated quicksmart.
Eduardo