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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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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6016 Someone from NSW thinks vodafone is abhorrent at 28 Dec 2010 07:27:32 AM
Your network is in serious need of an overhaul, your customer service is abysmally disgusting and your excuses and apologies are offensive. This should have been fixed months ago.

You need to get off your metaphorical backsides and do all you can to fix it. You need to come clean with exactly what is wrong with your network, how you intend to fix it and how long it will actually take to fix it (none of this 'we think it will take...' banter, we've already had enough of that).

It's clear that the problems you are having with your network are not software problems. Before anything is rolled out to a production system, it should be tested and tested and tested, then tested again for good measure. I find it hilarious, but at the same time frighteningly disturbing that a 'software fault' was able to cause these problems. I find it disturbing that it has taken so long for it to be fixed, and even when you claim the problem has been fixed, a large number of your customers still say it has not been fixed.

You need to dump any off-shore customer call centres you have and start employing Australian people in Australian based call centres. The customer service you are currently providing (or lack there of) is pitiful. You knew that there was a problem, yet the customer service 'representatives' that you employ off-shore still read from the script they have been provided and really didn't give a rodent's backside whether the issue was known or not. "Yes, I have turned my phone on and off. Yes, I have reset my phone. Yes, I have tried another SIM card. Yes, I have tried another phone." Sound familiar? They were retroactive and not proactive, which has destroyed your image. Customer Service is everything. I don't own a business and yet I know this basic principle, something which you need to be educated on. There is no point in selling a product if you can't even back it up.

You need to stop making excuses and claims that you're "working on it". We are sick and tired of it. These excuses and lies are inflicting untold and widespread damage to your brand, image and reputation: all of the media coverage, social networking coverage and this website on this issue are undeniable examples of this fact.

I was once in high regard of Vodafone but after witnessing and being subject to your disregard with your customers and service, you are not even an after-thought, I actively discourage anyone from signing with you because of these problems, even on a pre-paid based service, you're just not worth it. Customers will pay more for a service that works! I can tell you now, your current behaviour and attitude will not fix things, you will only exacerbate the vast damage that is being inflicted to your image (and later on down the track, profits, as that all that seems to matter to Vodafone).

Case-in-point, despite all of the customer complaints of poor service and poor customer service (because of capacity issues, one would assume considering the problems described by others are further reaching than a 'software fault'), you still decided to go ahead and aggressively market your 'Infinite cap' plans. Now, if you're suffering from capacity issues (that is not enough hose for the water you're trying to deliver, so to speak, since it seems you need to be educated on this), won't the rolling out of these plans make the problem worse?

Use logic, Vodafone, seriously! Fix your network first! Like I said, there is no point in selling a product if you can't support it. In fact, it's driving your customers away, and placing you in bad stead with the ACCC, the TIO and future customers because they're seeing all of this negative publicity.

I've had enough. I'm off to Telstra. Paying more for a service that works is a bloody sight better than what a joke of a service you are offering. I gather many feel the same.

And that is putting it nicely.
30 Dec 2010 07:42:39 PM: Well said and i echo you thoughts too, as do many of us up here in the Hunter Valley in NSW, the service is just SHIT, no other word for it... And like you i will be changing to Telstra in the new year... Good on you Vodafone, telsta love you, all the way to the bank....
2 Jan 2011 06:22:55 AM: Well said.If my small business were to get paid for not providing services while agressively seeking more customers to not provide them with services and charge them, I wouldbe prosecuted.
5 Jan 2011 09:30:03 PM: Thats a bit harsh, they have acknowledged there are problems and as a result are busy recruiting thousands of people to do an audit of the systems failures.Any idea what such an audit would cost them?
5 Jan 2011 09:31:54 PM: Its free, theyve conned the gullible sustomers into keeping logs...days,dates,times,location,tyopes of failures!
7 Jan 2011 02:39:05 PM: My bestie worked for VP in their tech department - building/fixing networks etc.... has done for 14yrs. He has always supported VP... UNTIL NOW! or until mid last year. He thinks they are a joke. He says they don't listen to what the IT techs say is needed. They refuse to admit they have no idea re the problems. He says resetting, new Sims etc are a joke and they do it so it appears they are "doing something" He now uses Telstra. And he has left VP.
I changed from "3" to VP because "3" had coverage and customer service issues only to discover VP has bought "3" and they too have coverage and customer service issues. They wont let me out of my contract and I am forced to suffer at the hands of their incapabilities. I have 12 months left on my contract and it cant come soon enough! What a waste of money, time and effort!
9 Jan 2011 02:59:05 PM: whos VP???? lol
9 Jan 2011 04:33:10 PM: Haha lol, u are so funny, a comic genius, my sides are hurting
10 Jan 2011 09:53:07 AM: To play Devil's Advocate for a moment - if the call centres were to be moved back onshore, running costs for the customer service staff would triple. That's around 2000-3000 staff per week to multiply it by (just added that in for scope). This affects prices of plans, ability to expand/maintain networks, and overall revenue to invest money back into the company.

As you can guess, I used to work for VF. The culture there was always amazing, more pre-merger. Nigel Dews, CEO, always pushed employees to do the right thing, for customer experience. It just so happens that they're not very good at it. It seems that once a Telco hits X number of customers, it becomes unmanagable. The shame of it is that none of the Telcos are good on a mass scale. Telstra has great coverage, but it's expensive and provides poor customer service (even from an industry level). Optus is mid-range, fairly much across the board. VF is the most competitive price-wise, which has overloaded their network with people wanting a good deal, and it's why you spend X hours getting your issues resolved.

I left VF because I couldn't deliver promises to customers any more. I couldn't sell products and keep my integrity. You're never going to please everyone, but there should be balance.

In a nutshell, if you don't like the service you're getting, use your consumer sovereignty and don't re-sign with them.
23 Jan 2011 08:27:18 PM: Forget theNUTSHELL and the not resigning crap, go to tio, get out of your contract and move on to bigger and better things now. I did, piece of cake, I am pleased