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
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19816 Someone from NSW thinks vodafone is MASSIVE FAIL at 27 Oct 2011 03:13:20 PM
Hey guys, this is a copy of my complaint email to Vodafone, to which I haven't yet received a reply of course.
My complaint:
On Wednesday the 26th of October I wished to call the Vodafone help line (Lara) for assistance with my recently purchased "Pocket Wifi" device. Since my own mobile phone provider (not Vodafone) does not allow for calls to 13,15,1800 numbers, I inserted the Vodafone sim from the pocket wifi and dialled 1555. This was unsuccessful.
I then proceeded to call Sydney's head office on (02) 9415 7000, since that was the only number available for me to dial. After speaking to the operator for a short time she put me through to a call center; I assume from the heavy delay in our conversation, and by the representative's accent, he was somewhere in India/Pakistan. Initially, the person seemed keen to help me, and I was happy with his effort...though it was quite difficult for us to understand each other's English.
A very, very, VERY long story cut extremely short:
I stayed on the phone for 2 hours. During this time I spoke to 16 (that's SIX-TEEN) different people. SIXTEEN PEOPLE. The line dropped out twice, I was hung-up on after holding for 12 minutes for one operator, and even hung-up on by the thirteenth Vodafone employee, after I raised my voice to her when she asked me to verify (for the THIRTEENTH time remember!) who I was and my date of birth etc.
Finally I spoke to yet another man in an overseas call-centre, who told me all I had to do to have my faulty device replaced was to take it into a Vodafone shop. This seems simple enough, but seeing as I bought it online, I thought it was best to check before simply turning up in a shop I'd never been to before and demanding they replace my product.
So it took 16 employees 2 hours to tell me this.
Then today, the 27th of October, I visited Bondi Junction Westfield shopping-centre. The first Vodafone store I went to told me they were "too small" to help me, and had no replacement products. They advised me to go downstairs to a "3 Mobile" shop where I'd be able to talk to Vodafone workers.
I did this, and after waiting 23 minutes to be attended to, finally thought I was getting somewhere. The young man working in the shop was quite helpful and said he'd replace my faulty pocket wifi. Just when I thought this whole ordeal was over however, he informed me that they didn't have any in stock. "No problem", I said. "Just keep my details and let me know when you get some in."
To which he replied, "We're closing in two weeks, no point."
So now, on my day off from work due to sickness, I'm sitting in Mc Donalds in Kings Cross: in order to use the free Wifi: in order to complain about the fact that I have no internet.
If I don't receive at least an adequate reply, from someone who speaks English as a first language (or at all), I will destroy my product with a claw-hammer, and avoid using any Vodafone-related product 'til my dying day.
Regards and terrible wishes,
Ben.
My complaint:
On Wednesday the 26th of October I wished to call the Vodafone help line (Lara) for assistance with my recently purchased "Pocket Wifi" device. Since my own mobile phone provider (not Vodafone) does not allow for calls to 13,15,1800 numbers, I inserted the Vodafone sim from the pocket wifi and dialled 1555. This was unsuccessful.
I then proceeded to call Sydney's head office on (02) 9415 7000, since that was the only number available for me to dial. After speaking to the operator for a short time she put me through to a call center; I assume from the heavy delay in our conversation, and by the representative's accent, he was somewhere in India/Pakistan. Initially, the person seemed keen to help me, and I was happy with his effort...though it was quite difficult for us to understand each other's English.
A very, very, VERY long story cut extremely short:
I stayed on the phone for 2 hours. During this time I spoke to 16 (that's SIX-TEEN) different people. SIXTEEN PEOPLE. The line dropped out twice, I was hung-up on after holding for 12 minutes for one operator, and even hung-up on by the thirteenth Vodafone employee, after I raised my voice to her when she asked me to verify (for the THIRTEENTH time remember!) who I was and my date of birth etc.
Finally I spoke to yet another man in an overseas call-centre, who told me all I had to do to have my faulty device replaced was to take it into a Vodafone shop. This seems simple enough, but seeing as I bought it online, I thought it was best to check before simply turning up in a shop I'd never been to before and demanding they replace my product.
So it took 16 employees 2 hours to tell me this.
Then today, the 27th of October, I visited Bondi Junction Westfield shopping-centre. The first Vodafone store I went to told me they were "too small" to help me, and had no replacement products. They advised me to go downstairs to a "3 Mobile" shop where I'd be able to talk to Vodafone workers.
I did this, and after waiting 23 minutes to be attended to, finally thought I was getting somewhere. The young man working in the shop was quite helpful and said he'd replace my faulty pocket wifi. Just when I thought this whole ordeal was over however, he informed me that they didn't have any in stock. "No problem", I said. "Just keep my details and let me know when you get some in."
To which he replied, "We're closing in two weeks, no point."
So now, on my day off from work due to sickness, I'm sitting in Mc Donalds in Kings Cross: in order to use the free Wifi: in order to complain about the fact that I have no internet.
If I don't receive at least an adequate reply, from someone who speaks English as a first language (or at all), I will destroy my product with a claw-hammer, and avoid using any Vodafone-related product 'til my dying day.
Regards and terrible wishes,
Ben.
28 Oct 2011 10:00:17 AM: Adequate reply? Good luck! Keep that claw-hammer handy.