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

Share Your Pain

ACT (1140)Everywhere (19206)NSW (7557)NT (170)QLD (3578)SA (987)Somewhere else (224)TAS (242)VIC (3573)WA (1735)
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20957 Someone from QLD thinks vodafone is A blackhole at 25 Feb 2012 02:00:22 PM
Has anyone else experienced the blackhole that is Vodafone handset
insurance? I am needing some urgent help resolving an issue with them.

A month ago I walked into a Vodafone store and asked for assistance
making an insurance claim for my broken handset.

I was told Vodafone don't handle the insurance themselves, and to
contact the insurance company.

When I tried to call the insurance company, their call centre was out
and so I had to submit the claim online.

After waiting a week without response, I finally rang the insurance
company, and this time their call centre was working, so they gave me
a claim number and asked me to drop my phone into a store. So I did
that evening.

10 days later I call the insurance company to find out what was
happening, as I hadn't heard anything from them. They informed me that
they haven't received the phone from the store, they ask me to contact
the store to find out what happened to the phone.

I looked up the store on Vodafone's website, and called the listed
number. It went through to Vodafone's call centre, at which point I
asked to be transferred to the store. The call centre employee first
refused, then claimed to be unable, then claimed to be unauthorised. I
then asked for the phone number for the store, and was refused again.
I then asked to be transferred to someone who might be able to either
transfer me, or provide me with a number to call. Once again he
refused me, at which point I asked him for his name, so I could lodge
a complaint, at which point he hung up on me.

I then appealed to the social media team via Twitter. For the past
week I have been dealing with them trying to find out where my handset
has disappeared to.

Yesterday they let slip that they haven't even tried contacting the store
yet; that they have been spending the past week trying to contact the
insurance company.

On Monday I don't expect any progress; rather, I expect I'll be
contacting the TIO. Still, if anyone has any advice on how to get
Vodafone to resolve issues like this, I would be very appreciative.
26 Feb 2012 09:50:39 PM: i have some advice, go to the store. they sent your phone away so it would seem to me that they would be the people most likely to know where it is