Highest Rated Pain Stories
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I was using my phone heavily due to a family incident.
I regularly tried to check the account balance on 1512.
The service "was temporarily unavailable call back later".
So I did call/sms and then try getting to speak to a human - who eventually conceeded the service had failed and was out of order for at least a week.
She referred me to the online web site and I could check it there.
I asked how can that be so if you cannot access it and help me - she said it works.
Two hours later trying online - and smsing the 1512 number - still "out of order".
Eventually after another week I started getting your service is abnormal please check your account usage by contacting us, using 1512 or checking online.
Still no access, no help.
I stopped using it.
Called the vodafone help line who said they could not help me as the balance and usage system was unavailable.
Funny 2 days later my bill was generated with a $432 bill for excessive usage.
When i called "customer service" and ended up speaking to a supervisor she said "you used it, you pay, or we will place it in the hands of a debt collector".
Being upset I wrote a letter and explained the situation and the lengths that I went to manage the situation.
Despite the letter with the detailed explanation I got a letter back "thanks for your recent letter, you used this amount of service so you are required to pay".
often drops out during call, thought it was new iphone. reception poor.
I moved to Cairns in April and took the mobile broadband with me. Most of the time the connection is slow, which turn to super slow after 5pm, even when it's on 3G/HSUPA, connection dropped off frequently.
The next incident happened some months later. Couldn't access the internet for about 3 days again. Rang customer service, there was a recorded message saying that Vodafone was having some networks problems in some parts of Australia.
The latest incident was on Nov 31st - 3rd Dec. Rang their customer service which was obviously being outsourced to call centres in India. Spoke to VERY rude Indians who kept on saying there wasn't any problem, they kept on trying to shift the blame to my computer/other things even though after some "diagnosis" it was obvious it was their problem. They insisted that I was the only one in Australia who made a complaint to them! When I demanded to speak to a manager/supervisor, one of them cockily said "I'm THE most authority, you can't speak to anyone higher than me". The cheek of it, I'm sure he doesn't own the company, he doesn't even live in Australia!
I persisted and kept on ringing them. In total I spent 2hr 51mins 27 secs on the phone with them, mostly being put on hold, before they finally gave me an "escallation reference number" to investigate my complaints. Good thing I have a spare Vodafone SIM card, otherwise I would have spent a bomb ringing them from my Optus mobile phone as I don't have a landline. Every single time I rang time, they kept me waiting for at least 20-40mins. before I could speak to a REAL person.
Afterwards I lodged a complaint through Vodafone's website, about the appalling rudeness of their customer service (what "service"?!), telling them that I'm not going to pay for a service I didn't get - why should I pay for my broadband subscription if Vodafone isn't providing what they're obligated to fulfil in a contract (= a broadband service). After some email exchanges, they agreed to waive my subscription rate for the month. It's the first time I kicked up a big fuss about it and I think I should have kicked up a big fuss at other times, too. Afterall, a contract binds not only a customer, Vodafone is also bound to deliver the service I've signed up to!!!
I'm glad I'm not "the only one in Australia" who aren't happy with Vodafone. Bring the job back to Australia, those Indians didn't even know how to treat a customer respectfully.
My luck aye VODAPHONE YOU SUCK. You made me look like a unclean, preverted dumbass. I now own a IPHONE WITH OPTUS and my story ended up on youtube.
Hang on a minute......who's side are you on Adam ?
Lets talk about the facts.
1. People have been cheated out of their hard earned money cause Vodafone got greedy, bought another company and their network could not handle the new batch of 3 customers. This is one part of a group of systemic issues and it is in-grained in the culture of the company. It is all coming from bad management and greed. Remember Onetel ?
2. The damage is already done, it's not about Vodafone working on a problem to resolve issues. Everyone one is having serious problems with their service and Vodafone have kept everyone in the dark cause they got greedy and lost control on many levels.
3. Vodafone does not care about customers it cares about money, they got caught out in a money grab.
4. The oversea's call centre workers are hardly calm and respectful to us ! There are the people who have to handle the fallout from a flawed company.
Join the class action and make Vodafone pay you back the money they have stolen from you.
Next excuse was the usb stick sim was not functioning properly so i replaced it with a new one from vodafone,still the same..... this criminal sindicate will do everything they can to keep you paying for a service they cannot provide
VF is trenching itself behind recorded messages which are most of the times unbelievingly useless, stubborn in denying simple one-word requests like 'operator' or 'sales' and definitively time wasting.
I'm now studying Hindi hoping to improve communication with the very kind, but at times unintelligible, call centres' operators.
VF culture is based on the principle of treating customers as members of the Mushrooms Club: kept in the dark and fed bullshit.
In all this, VF shows its total disregard towards its clients, who, usually locked in a 24 month contract, must either withstand the serious deficiencies of the service they are paying for or loosing money just to be free to choose a better and fair alternative.
VF could probably regain some credibility if it would, for once, admit its faults and apologise, drop a few sponsorships and use the money to improve its performance and, finally, sack the 'wise guys' responsible for this chaos.
That for sure would sooth the pain.
The government needs to take Vodafone to account. All Vodafone users should DEMAND a REFUND!
I have a iPhone 3gs $69 cap with them.
I cannot get any service when I go to any place remotely outside of the 20km melbourne city radius, though both my sisters telstra and virgin mobile phones work fine. My internet is so slow it might as well not be there, I live 20 minutes from the city centre, i can't imagine how the people in country areas deal with it.
"Overall: I am tired of reading all these reviews and them just constantly saying, "the service with vodafone is crap" The merge between 3 and Vodafone has affected the 3G network immensely. Vodafone are aware of this situation they are trying to improve it by putting up more towers and in the next 18 months looking at introducing a 4G network. With the storms occuring this summer it has become very difficult to fix the network. It's not as if Vodafone are turning a blind eye to the issues all the customers are facing. Vodafone knows the service is constantly dropping out. It mainly effects the touch screen smartphones, eg. Iphone, N8 & HTC's. The issues happening with Vodafone is the network not the customer service itself. With the network being down there is a high demand on phone calls to the customer care team, who are situated in mumbai, so yes the people who answer the phones are of indian relation. They try very hard to help find a solution to each individual customers enquires, but you have to understand that just as much as we have trouble understanding them, they also have trouble understanding us and our accents. So being racist and carrying on saying that you are getting frustrated with the team is just childish. They wont have all the answers and until we recieve information from Vodadone Head Office themselves we don't have much information that we can forward on to our customers. WE KNOW THAT CALLS ARE DROPPING OUT. WE KNOW THAT THERE ARE HIGH DEMAND ON PHONE CALLS TO THE CUSTOMER CARE TEAM. WE ARE TRYING TO SOLVE THE PROBLEM. ITS THE NETWORK ITSELF NOT THE SERVICE YOU RECIEVE FROM A MEMBER OF VODAFONE."
It appears highly likely that Vodafone management are fully aware that they cannot provide the service they contracted, yet still they are advertising furiously, and signing gullible customers to a failed service. This is tantamount to fraud.
Adam, coud you please pass on the above link to your new media mates; they might like to pick up on the 'poor Vodafone support staff' angle, given the shortage of other 'news'.
YOU ALL COMPLAIN!
VODAFONE IS CHEAPER THAN ANY OTHER AND THATS WHY IM WITH THEM.
IVE HAD PROBLEMS AND I HAD THE BEST OF.
IF YOU FOLLOW THE PROMPTS AND DO WHAT YOUR TOLD WHEN YOU HAVE PROBLEMS IT WOULD ALL GET SORTED INSTEAD THE PROBLEM WITH PEOPLE TODAY IS YOU WANT THINGS FIXED STRAIGHT AWAY!!!
VODAFONE IS NOT OUT TO GET YOU
(AND THE GUY THAT MADE THIS SITE, YOU ARE THE PROBLEM WITH PEOPLE TODAY)
GO TO TELSTRA AND PAY 3TIMES MORE JUST TO GET A BIT MORE SERVICE.
NO ONE SAYS HOW VODAFONE A SPENDING 500MILLION ON THERE COVERAGE AND THATS WHY THERE A SMALL PROBLEMS NOW ..
Are you serious??
Are you the Vodafone CEO??
Constant Dropouts,terrible recption,slow data download..
If i sign up for a 24 month contract i expect a service that is firstly as advertised, secondly as per the contract i signed..
I did not sign up for a 50 minute wait on the phone when i wish to query a bill,or do i need to call someone 2 or 3 times because of dropouts and recption issues.
AND NO ITS NOT MY PHONE that has the issue because every phone make and model does the same thing with Vodafone.....
If vodafone listened to their customers and worked to resolve there complaints all of us would not be in this position.
Furthermore, its a guessing game as to which messages actually reach recepitents, as well as messages i recieve from other people not always reaching me.
- Phone calls dropping out
- Cant download files
- Messages not being recieved
- Messages not being sent, even though it says they are.
While were on the subject, lets not all forget the Indian Operators, that almost every single phone carrier is using these days. If you have an issue, there's not point calling someone in India, as they 100% of the time have no idea whats going on, or just tell you "we are working to resolve this issue."
*No to vodafone
*No to Indian operators
Since the merger with 3 Mobile its has gone toatally the other way.
I live on the Gold coast and work in Brisbane. I only ever had one small drop out spot at Pimpama and the Woolangabba, now when i leave home in Helensavle, I loose network coverage 3-5 times between there and Yatala....It keeps swithing for the 3G network to the 2G network the GSM network It drives me insane. I have never had an issue with coverage in Runaway Bay but since the 3 merger, I have the worst reception.
I have lost my faith in Vodafone and will be moving to Optus as the first available opportunity.
Dont even get me started on Delayed Text Messages and emails..........
Good Bye Vodafone good Bye
Paul Helensvale Gold Coast
Living near the Brisbane CBD I now suffer continuous dropped calls, 1 bar of 3G (if I'm lucky), sporadic and poor data downloads, late SMS or voicemails, poor battery life due to continual network searching and an Iphone that works wonderfully as an Ipod and media device. It certainly doesn't run up a huge phone bill as it is spectacularly useless as a phone.
I also have a 3G mobile broadband USB device that has failed to work at all in terms of receiving my supposed 3Gig of free data per month. After numerous complaints and the standard 'technical investigations' Vodafone agreed to reduce my account by $10 per month after it admitted I lived in a poor reception area (7 kms from the CBD on a hill????).
So now I have a 3G USB device that serves nicely as a paperweight and an Iphone that I can listen to music on.
I now have to rely on a Telstra prepaid (a common theme from others on your website) to make calls. My constant complaints to Vodafone in relation to my phone reception was constantly met with the advice 'Switch your phone to 2G'.
If I wanted a 2G phone I would have damn well bought one. I paid for a 3G service and I don't have it. However their complaints system is so poor, wait times are so long, and requests are met with vague and generic 'investigations' or 'transfers to another team' that their expertise in bureacracy and spin rivals that of 'Yes Minister'or a team of spin doctors on Red Bull.
I contacted Vodafone last night (3 separate calls with an average 40 minute wait time) and advised I was cancelling my service. I was offered the same...wait for it...'technical investigation' (read stalling tactic)and advised I would have to pay the rest of my 18 months of payments (nearly $1200) to be released.
I am now working in direct support of the Queensland Floods in a senior planning position and my phone is critical to my work. I now have the phone switched off and transferred to another phone in order to ensure I am contactable.
I intend to pay the full amount as I am sick to death of dealing with customer service and their mythical 'technical investigations' (you don't need to be a communications engineer to determine that the network simply can't cope with so many smartphones competing for bandwidth)and leave in absolute disgust. Evidence will suggest that a bad customer experience generally results in advising at least ten of your friends of your experience. I intend to tell as many as I can to steer clear of this network as it continues to offer cheap deals and handsets with minimal or no reception.
I have contacted Australia's largest Telco who are very happy to match Vodafones price and guarantee the quality of their network. They also offered an incentive to transfer (they must be doing a roaring trade) and expressed they are dealing with many Vodafone customers who have given up in sheer frustration.
I am now nearly $1200 out of pocket and disgruntled with exceptionally poor serice and coverage. Quite simply I have had enough and will never go back to Vodafone.
I sincerely hope many others are released from their contracts, I have chosen to give up rather than spend my valuable time battling a huge corporation.
Incidentally I am more than happy for anyone from Vodafone to assess the veracity of my complaints and view for themselves the poor state of reception in and around Brisbane (not forgetting the national highway system, regional areas, inside buildings and in full view of Vodafone towers). I doubt however, that they will and fully expect the customer service offer of a 'callback; in 24 to 48 hrs (again a familiar theme on your website)will fail to eventuate, as will my 3G reception.
Since the merger of 3 and Vodafone, service coverage has declined markedly - previously we had full coverage at home, now we are lucky to get 1 bar for both phone and wireless internet. Both drop out with annoying regularity. Service in Westfield Miranda used to be full coverage; it is n ow 50% no service.
My partner's phone, also with 3/Vodafone, can be on the coffee table next to mine, and hers shows reception while mine has none, whilst at other times the reverse can apply. There is no consistency.
As a committee member of a 4WD Club, I need access to my phone 24/7, in case of a search and rescue emergency.
3 says the problem lies with Vodafone; Vodafone says it because we are with 3. Both then blame the fact that we each have an iPhone 3GS (despite my having upgraded both phones to O/S 4.02), saying the phone has known reception problems.
Vodafone will not release either of us from our contracts - they say we have to go to 3 to deal with anything ; they have nothing to do with 3. 3 say all their contracts are now Vodafone property, and only they can release us.
3 want $585 each to change us from our contracts and onto new Vodafone contracts and a new phone each. This new contract will cost us each another $35.00 each per month (which we can't afford). They refuse to release us from our contracts and allow us to switch to another carrier.
Neither carrier is interested in my need for access to my phone 24/7.