26 Mar 2012 - Update Highest Rated Pain Stories Highest Rated Gain Stories Vodafail Local Facebook Page
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

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18485 Someone from NSW thinks vodafone is has upset 16859 people! at 21 Jun 2011 05:21:20 PM
Dear Vodafone, you lost your credibility when you decided to hire an indian call centre to deal with angry customers. If you have angry customers before they dial 1555, why on earth would you try piss them off even more by having untrained employees who speak english but don't understand it, do your dirty work...

After waiting two weeks to receive my Broadband modem that took several endless phone calls, that resulted in having to pick up my own parcel, I had to call yet again (there's a shocker!) I was charged during the whole two weeks of NOT having my modem let alone using it. I also asked for 6GB not 500MB (is that even a valid plan?) Have some commonsense what on earth will I do with half a GB, 'receive 2 emails' and I'm over my cap?!!! Let's not even mention my internet would not work until 10 minutes ago, and that's no thanks to Vodafone!

Lara: 'HI. I'm Lara, if you would like to talk to me using your keyboard please press #1, if you would like to talk to me like normal using a few words press #2'

Me: Fuck no! #1 it is...

(Please be patient while they transfer me to 5 different departments...)

Real name unknown: 'Hi, I'm Daniel...'

(Yea alright, that's just the name you've been given to disguise your indian name)

Real name unknown: 'Can you please read out your phone number and confirm your name and birthdate?'

(WTF for? I already typed it on my keyboard while getting through to you, and you have it on your screen in front of your face!)

...After delayed responses and asking me 'how my day is' not that I have time to respond, but still I'm polite and respond.

Me: '...I purchased a mobile broadband dongle over the phone from a Vodafone representative, I didn't get it until yesterday. It has informed me I only have 500MB of Data.. Why? I'm on a 6GB plan'

Name unknown: 'hmm, okay hold on I will check for you...'

(On hold for 5 minutes I kid you not.)

Name unknown: 'Your on the infinite plan, the $99 you only receive 3GB of data'

(Are you fucking shitting me right now?...)

Me: 'No, no, MOBILE BROADBAND not my phone plan a separate transaction under the same name!. I want to know why I only have 500MB of data and I should have 6GB, which would be around 6000MB not half a GB!!!'

Name unknown: 'One moment I will check that for you...'

(Ten minutes later...no joke, I'm willing to show my call history)

Name unknown: 'Yes 500MB is half a GB, and 6000MB is 6GB, that is correct anything else I can help you with?'

(WHAT A JOKE! I did not wait 20 minutes for some clown to confirm the difference between GB and MB, Google could have answered that within a second...)


Have an amazing life 'Daniel', I hope the $3.20 per hour you receive will keep you intelligent.
Vodafone, enjoy your early retirement/grave, I hate Telstra for the same customer service reason, but god do they look like a diamond standing next to you.
21 Jul 2011 09:57:49 AM: You are a racist idiot!
27 Jul 2011 10:12:18 PM: Racist Idiot - bit harsh. I am sick too of having to repeat myself or asking them to repeat things several times because I can't understand what is being said. I have hearing difficulties and accents make it more diff. for me to understand. It would be the same if it were a strong American or whatever accent. I have seen the studies that say that telemarketers (etc) from other countries use western names to make u feel more comfortable (ha!) Now isn't that a bit racist thinking that we would be more comfortable if we didn't think he was a 'Sanjeev' or whatever. Today I got transferred from Vodafone to 3 and back. Everyone I talked to was Indian. I don't have a problem with the heritage - I want jobs for Australians. Of course I COULD have been talking to three Australians who migrated from India but I think that unlikely.
6 Aug 2011 09:22:22 PM: No, thats not racist at all. It's not unreasonable to ask for a good service for what your paying. So what, bringing up the word "indian" makes you racist? Your an idiot
10 Aug 2011 05:20:23 PM: I'm Indian, but I don't "sound" Indian, but I can tell you that sometimes the accent can really grate on my nerves...but I agree, it wouldn't make any difference what accent it was. The lines/connections to customer service are always crap, compound that with the fact that you are on hold and/or transfered numerous times only to repeat your story like an LP...it's generally not a happy place that you're at in the first place so it is easy to get frustrated with a rep of Vodaphone. And that's what they are - a representative. It is the upper eschalons of companies like Vodaphone that make the decision to have call centres out of Australia. I can't see the current situation changing from outsourcing call centres overseas back to Australia happening soon, and therefore these jobs will remain overseas. In the meantime can I suggest an alternative - go into a Vodaphone shop - they should be able to I went into one to change my plan just so that I didn't have to be on hold, transfered around etc.

My only issues with your post is the second last line of your post...."Have an amazing life 'Daniel', I hope the $3.20 per hour you receive will keep you intelligent." This just makes you sound like an ass and unintelligent. I know you've been frustrated beyond belief, but there's no need to be ugly about 'Daniel' and his life, hourly rate and intelligence. And by the way - my name is Charmaine...rather western don't you think....my last name's rather western too. I was born with that name....and 'Daniel' could have been born with that name as well. There are LOTS of Indians with 'western'...or more correctly biblical names. Yes, there are some studies about telemarketing/call center tactics, but this strategy of changing names is not news.

If you can say that Telstra looks like a diamond next to Vodaphone, then you have yet to experience the bullshit I've had to deal with - and you should see the collective times of my call histories with them...err total all up to resolve 1 problem was 6+ hours!! All these companies the same Telstra, Optus, AAPT, Primus...and by the way, there WORST experiences I've had to date has been with Foxtel - yes I know it's not in the telco mobile content that's being discussed, but my point is about their customer care which is in Australia where you get to speak to a good olde Aussies who holds a call center job in OZs is absolutely SHIT. Go into a Vodaphone shop.