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I hope you don't mind me calling you Nigel, but seeing as you addressed me by my Christian name, I thought I'd pay you the same discourtesy. I'm sure we have never met personally. But then, Vodafone has always had a somewhat cavalier attitude to customer service, and not only in my experience. The letter of apology (3/3/2011) you sent to me and thousands of other customers was a kind of hilarious insult, and I think even the type of people that subscribe to bestiality websites collectively scoffed at your vapid excuses. I'd have thought it was a risky career move to apologise to your customers in the Telco business, seeing as it's an admission of guilt, which for my money makes you liable to compensate people for legitimate grievances-but that's an unpleasant topic to bring up at this fledgling stage, so we'll come back to that, but for now, I'll say this: apologies don't put dollars back in our pockets, Nigel. If you really wanted to apologise by 'snail-mail,' (which is apparently faster than your connection to 3G) you would have to bulldoze about 500 000 hectares of Tasmanian old growth if you wanted to be comprehensive about it. You say, in the second paragraph of the introduction, that you 'aim to provide our customers with an excellent customer experience and the best possible value, but recently our network and customer service performance, particularly in December and January, fell well below the standards we set for ourselves.' Fuck me, Nigel. That statement alone starts my mind spinning like a one-armed bandit. There's so many goddamn dirty questions (or confirmations of my suspicions) that you've thrown up for all to see that I don't know where to begin. I'll get to most of them in due course though. Pour yourself a Scotch.
Firstly, if the network coverage and customer service had only fallen below par in the months you mentioned, I might not be writing this note, but the fact is the service - both network and customer - has always been an abomination in the face of value for money and basic, honest, human decency and conduct. Secondly, I was amazed to discover that you have standards that you set for yourselves. What, pray tell, might these 'standards' be? It strikes me as standard practise in the Telco industry to yank customers around by their contracts like a choke chain without ever revealing what kind of obligations the service provider has to them, the paying customers. Let me stress that: PAYING CUSTOMER. That's right, old son, you work for me, for all intents and purposes or at least, that's what you should be doing. But all you do is take my money while alleging that you are providing me with something in return. In shabby reality, you're not. I am routinely overcharged for a service that I cannot even use in my own home or suburb. And it's patchy at best throughout the region. You might think we're a bunch of parochial morons out here in the sticks, but cellular technology has been available to us for at least ten years, believe it or not. Word is we'll even be getting the internet soon. Does Vodafone offer internet connections? I'm thinking of getting 56K dial-up. I don't have a landline yet, but I'll get one, because I'll be damned if I'm going to put up with your bullshit any longer.
Yes, a landline. I guess that way if I have to call the police or any other kind of emergency service, the phone connection is less likely to DROP OUT like it does when I use my mobile phone to call them I hate to have to sue you over some grievous, long term injury that I could sustain on my property. Did I mention that I'm a young woman living alone in a relatively isolated area? Yeah, that's right, I live a whole twenty minutes north of the largest regional centre in the Illawarra, and about twenty minutes south of a phone tower at Maddens Plains. In fact, I believe there is a phone tower in Thirroul, which is five minutes away from me. It's built between an Anglican church and a primary school, though the primary school is for Catholics so, I wonder why I can't call a friend on a lonely night, let alone the police or an ambulance? To the best of my knowledge, emergency services are not equipped to receive Morse code, or read smoke signals, which is about all I have at my disposal if something terrible happened. That was the first lie one of your sales reps told me - that Vodafone has 98% network coverage in Australia. Evidently, while the girl in the shop looked me in my good eye and said that, she neglected to mention that the 2% not covered includes a good deal of the Illawarra. Seeing as this was happening at a store in Wollongong, I don't see any excuse for it whatsoever, though I understand that honesty is not the best policy when you're in the snake-oil business. This brings me to a proposition - no - directive that I have for you:
Seeing as you were foolish enough to admit what a monumental balls-up your engineer gimps and sullen service reps made of December and January, I think it's only fair to expect some kind of compensation. I wonder if you would feel the same? It strikes me that you probably didn't become a CEO by lying down like a smack-whore on the nod and getting fucked by every ruthless exploiter that stepped over your body. Well, I don't intend to let that happen to me, so if you've got a problem with this strong suggestion, try and put yourself in my shoes. I bet you can. You don't get to be the boss just because you've got a smooth complexion or do you? Anyway, how's this? You pay me back the two bills I paid during December and January. By the way, nice timing on your Egyptian-style destruction of the communications system, dude. Right smack bang on the summer holidays. So - the bills amount to $84.89 (Dec) and $81.00 (Jan). If I hadn't somehow mysteriously exceeded my cap ($79), which always seems to happen, the sum total would be $158 for the pair, but seeing as your corrupt and/or terminally stupid Nazi debt-collector types like to overcharge me, it amounts to $165.89. There was no way for me to investigate this apparent skimming, because I have a couple of things going on in my life. Like commuting, working and sleeping. Having been on the phone to Vodafone for eight hours (total) one day, I don't feel particularly inspired to deal with your maniacal rhetoric on a monthly basis over a couple of dollars. But goddamn it, you know you take your cut well as I do, and I think that's a lousy way to make money. It's for bums. You grift people who give you their bank details like idiot tourists buying imitation Rolexes in third world countries. You're nothing but a bunch of hawkers, con-men and scabs. Your marketing department is run by pimps. The whole operation appears to be based - almost completely - on deceit and subterfuge. It's as if your organisation is run by an army of street thugs, and the call-centre workers are on the front line but I'm not saying the others are any better. I don't want you to feel singled out here, Nigel, but as the CEO, I would imagine you should be held responsible for the conduct of a major corporate entity whose moral compass has apparently been hurled into a snowdrift in the Arctic Circle.
Anyway, a few more stipulations regarding the money I am invoicing you for. I would, obviously, like to be released from this 'contract' I'm allegedly bound to. Seeing as you don't appear to take the contract seriously, I don't see why I should. When you show me your policies, codes of conduct etc, (which I was told were internal documents' when I asked to see them) I might entertain the idea that this contract' is in any way legally binding. You want to hope it is, because it's sure as hell not based on good will, is it? Telcos in this country have been getting away with treating people like shit and charging them for it for years. That is not going to happen to me anymore. So, I'll take the $165.89 - every cent, thanks - and be released from the contract without severance fees or string attachments of any kind. That deal goes a damnsight further than fair, Nigel, and you know it. We're talking about real money here, not that Monopoly-fantasy-call credit horseshit you use to dupe the rubes out of their shiny pennies. And I know that $165.89 ain't much to either of us, really, but I'm asking for it because it's money you admitted you don't deserve. Billing cycle begins on the first of the month. Failure to pay within the first 12 days of the new month will result in a $25 penalty fee!. If you are indeed 'working as hard and fast as [you] can to show [the customer] the changes and improvements [Vodafone is] making,' I want to see the evidence. In the form of cash, old mate. Money talks a hell of a lot louder than second-rate apologies beefed-up with pointless technical details. I hope I'm not being presumptuous, but I'm sure you are aware of this.
Explanations don't come easy in your business, do they? It was easier to get an apology out of you than it is to contend with the unmitigated stream of bullshit that I get from both automatons and humans that man your call-centres, which I imagine resemble some kind of third world sweatshop. Believe it or not, I am a professional - a civil servant, no less - and that is how I am able to pay these inexplicably inflated bills you keep hitting me with. Unfortunately, it also means that after a day of dealing with the disabled that I do not have the patience or inclination to deal with your half-bright service reps when I get home. Not that I can call you from my home, because, as I may have mentioned earlier MY PHONE DOES NOT HAVE SUFFICIENT NETWORK COVERAGE. I hope I'm being plain enough for you to follow me here, Nigel- in fact, it's quite pleasant writing to you, because I haven't been transferred to five different trainee phone monkeys who are pretending that the manager is out to lunch. I suppose you have a harem of PAs to screen your mail, but I pray to the heathen gods one of them hates you enough to pass this letter on to you.
Ms (SURNAME REMOVED)
Guess what, the unsubscribe service is "unavailable". Typical crap ass fail from Vodafone.
I smashed my Vodafone dongle several months ago with a large hammer, sick to death of being unable to download anything from their crapola broadband "service".
Buggar off Vodafailure.
They had a few people signing up this morning.
Imagine that, your a backpacker in a foreign country, you depend on your phone for security reasons and friends / family connection 24/7 etc. Your in ANY location in Australia trying to make a call, and the phone wont work.
Imagine the feeling you would get!!
Plus westfields Miranda, on level 2 voda has literally 3 or 4 stores there all within a few minutes walk from one another.
I think voda should get the hint, excessive shops means no customers. Shut down and leave Australian shores!!
Plus, i dont think they have noticed asyet, vodaPHone!!! not vodaFone, i think the dodgy spelling should be self evident of the dodgy service.
I found that sending WRITTEN CORRESPONDENCE was best, as their charter states that they have to reply in writing and that way you are not there all day talking to some wombat overseas with the risk of the call dropping out half way. At least with a letter you know how long it will take to get done.
Write to them at
Vodafone Customer Complaints
The Correspondence Team
PO Box 2580
Kingston DC, TAS 7050
and tell them what you would like - most likely, you want out of your contract because the poor service is unbearable. Tell them that you don't have all day to be on the phone to their technical staff and that the onus is not on you to prove that the service is poor - and in any case they are free to come around outside your residence and do some signal testing if they really want to be proactive.
Be clear and concise and outline what you feel to be appropriate resolution.
They will most likely provide a poor response, demonstrating that they haven't even read your letter properly. At this stage you elevate it to the TIO, having done your bit to resolve the problem.
If they suspend your service due to non-payment of your bill (like they did to me) you can remind them that the amount is in dispute and that they can't legally apply credit management action, but they probably still will.
Slowly but surely the TIO will contact you and ask if it's been resolved. You will probably hear from someone in the resolutions team who is actually competent and skilled in customer service, trying to help (remember that the TIO is like a gun to the head for them). In my case, they offered to cut my bill in half for the next two months, and if the service didn't improve I was free to walk - sounded reasonable. After finding the service worse than ever in the following week, I decided to call him back and advise that I wanted out now. He agreed - just asked me to return the handset.
In short, it's not hard to break your contract (from my experience) provided that you have a genuine problem, have tried to resolve it with them, are reasonably patient and methodical and involve the TIO at the right time.
ps. rate highly if you think it's valuable - I want as many as people as possible to know how to get out of what is a very stressful time with this bogus provider!!
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...)
***BEEP BEEP BEEP***
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.
While this site is great, I would like to do more to stop others getting caught in the Vodafone net. We need something more tangible....a nationwide-sticker campaign...advertisements in newspapers, social media, viral videos...maybe all of the above. There is so much anger out there and if we can harness it then we have awesome power. I myself would happily put up a couple of hundred dollars of my own money just to know that I had stopped half a dozen other customers being sucked into this whole sham company.
Email me if you have ideas on how we could do this, or want to help such a campaign.
(Contact Details Removed as per posting instructions)
Rate this post highly if you agree with the idea, so that it will have greater exposure.
See ya later Vodafail!!!! oh & by the way phones says every 5 mintues network lost..
Yesterday I had a frightening confrontation with a customer that refused to follow company policy with a pre-paid mobile. Instead of complying with company rules, he continued to argue with me and wanted me to prove the policy of which states that I was right in saying that I had to sell him a pre-paid sim with a pre-paid phone REGARDLESS if he was already a Vodafone user. The reason why we do this is so an account is created for the phone in which covers warranty for two years for the handset and when the account is created, it generates an Australian Gov't form in which states that the ID you have given us is correct and current, and to make sure criminal activity with the use of pre-paid sim cards is controlled as much as possible. I had the customer's best interests at heart, yet the customer thought he was right.
He continued to swear at me, raise his fists and threaten me personally all because I wanted to secure an account for the phone incase it was faulty - it was a Nokia after all. He persisted to yell and started to come around the counter to scare me into complying to what he wished. I made the customer by the sim card anyway and strongly advised him to come back into the store when he had calmed down to set up the account or to call pre-paid care. He continued to yell at me and call me offensive names so I left it up to him. I was shaking at that stage because his wife then proceeded to come around the counter also.
If you refuse to read the disclaimer or refuse us the patience for us to explain the disclaimer and you sign it anyway- that's your fault. If you chose to refuse such service which I offered this customer and you lose your receipt - don't come ranting and raving about how you weren't able to gain a proof of purchase of our database because you didn't want to comply. If you still chose to go with a handset even though I have explained its faults that are world known - go right ahead. I am so tired of customers thinking that they know better us when they don't even give the time to consider what they're getting themselves into half the time.
When there is a piece on Vodafone headlining the news reports, the next day is just hell. I'm really getting tired of customers who are trying to use the network problems as a way of getting out of their contracts with a full waiver. Please leave customer care to deal with the customers that have REAL and unfortunate network problems. I'm tired of morons wasting our time and just jumping on the band wagon where there are certain postcodes that are dealing with no network - not just one or two calls that disconnect every few days. No wonder these customers with horrible service can't get through to customer care - some people are just trying to get compensation with no particular newtwork problem.
Sim cards become faulty and corrupt, phones become faulty or are faulty at point of sale without our knowledge and sometimes the traffic is too high to have full signal or recommended speeds. These are out of Vodafone's 'control' and most certainly retail staff.
Honestly, customers have to start taking responsibility for their actions and show a bit more compassion to retail staff. Don't take us saying "I'm sorry but you'll have to call customer care to resolve this issue" as us not caring - this is what we've been told to do. Also, if we tell you that our database is down - it's down okay! It's not that we can't be bothered, it's because we actually can't login to our systems which is just as frustrating for us because we're bored out of our minds. Two weeks ago our database was on fallback for 24 hours and a customer came in that needed a sim swap for a lost sim card. I began to apologise for our database being down and he told me to f off and that I was hopeless before I had time to finish my sentence. I was going to give him a sim card, take his details and perform the sim swap for him when the database was up and running the next morning. Customers don't even give us a chance anymore which is really upsetting.
I have ordered that many customers to leave our stores because of the aggression and disgusting manner in which customers are treating retail staff. Honestly, don't bother telling us at the end of a long rant that it's not "our fault" when you point in our faces and call us hopeless. Remember that we all have phones too and that we're contacted to all different telcos in which we have received poor customer service as well.
This is just as shattering to us as it is to you. I adore working for this company and it's such a shame that this has happened. We don't want customers to be unsatisfied because we're the ones that have to deal with the repercussions. I hope this goes away sooner than later so I can enjoy my job again and give customers great customer service. The same day I was threatened by a customer, I was told by five other customers that they've never received customer service like I gave them. We're not all bad you know. Please remember the more respectful you are to staff, the greater lengths we will go to resolve your issues the best we can.
Also, customers need to realise that 3 and Telstra share networks, as well as Vodafone and Optus share networks. At one point or another, I am certain that you will have poor service at one point or another regardless of what telco you go with.
When I contacted them they reversed the Bonus bank credit but not the $89 which i paid with credit card. When I asked... they said they want the receipt of payment... which I never received in the first place.
Location: Sydney CBD
Took the speed issues to the TIO, Vodafail didn't get in contact until the last day (10th working day), was told nothing that they could do until 850 MHz is installed in my area however Vodafail has no plans to install it. I agreed that they give me some data as compensation however Vodafail failed to add it to my account.
Vodafail, you just lost another customer and will unlikely gain any more since I'll be telling those who are thinking to switch not to pick Vodafail.
they have indian call centers that when u ring, u get some indian guy that cant even enderstand what you say 2 him....
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.
What going on Vodafone?
Reading the recent posts it seems that Vodafone has been worse than ever since early Friday Morning.
WHY isn't there something up on Vodafones website to explain what there up to. "System update?" We should all be so lucky!
The media company that owns smh clearly has a problem with VHA and the bias reporting is nothing short of unethical and disgusting.
If you think for one second that Vodafone do not care, you are wrong. Of course they do and of course they want to get things right. Their execs are working around the clock to try and serve you better.I am the partner of one of the managers and I see it first hand.
Please be patient, please try and be more gentle.
They hear you and share your pain every day and want to get it right.
Have a good weekend.
I phoned customer service about 3 weeks ago and they said I could either terminate my contract and return my phone or I could have 3 months free. Having been with vodafone for 2.75 years and knowing that most other telcos wifi in this region is pretty bad or non existant I took the 3 months because they said the problem was because they were upgrading and that must be what was causing the issues, so once the upgrades are finished my service should be better, though I'd just be happy if it was back to the service I had prior to the current problems.
Today I checked my bill to see if they had kept their word, and guess what, they've billed me! Insult to injury, I'm up until 3am some days trying to get stuff done on the net, because of your lousy upgrade issues and you don't keep your promises that were made to keep a customer, well done vodafone.
Eventually I ended up dealing with voidafones national manager for portability. She did get the number up and running eventually. For most of those eight weeks I never received any calls or sms messages. Voidafone was unable to retrieve any of those sms messages or tell me who had tried to call.
The most damage was done when clients rang and could not be diverted to voicemail, instead they got a voidafone message giving many of them the impression my fone was disconnected, which then led them to assume it was for non payment.
I have had ongoing problems, but not as severe.Voidafones manager for portability refused my request to release me from my contract.
My business lost about $50000 last year.
As a hard working battler who pays his rent on time every week, as well as all our other bills,I feel voidafone needs to be taken to task,especially since they denied alot of these problems which are out in the open now
I would have thought some part of the contract signed with vodafone said they had to actually provide a service for the money they charge........
Everyone, visit at least one Vodafone store this week.
Loudly protest your issues and convince at least one new customer not to sign up. Direct them to this website.
I'm not suggesting for a moment that the staff should be the target. But since Vodafone are practicing false and misleading conduct and there is no mass media campaign to alert the public, it is up to us to talk the truth.
DO YOUR BEST TO DISCOURAGE NEW CUSTOMERS FROM JOINING VODAFONE UNTIL THEY CAN REASSURE THE PUBLIC THAT THEY ARE OFFERING A SERVICE THAT THE CUSTOMER WOULD EXPECT.
People need to stand up for their rights and not accept the lack of service Vodafone offers. Don't stand back and adopt a "she'll be right mate" attitude. At the end of the day if Vodafone is misleading the public and making you pay for something they can not deliver then you have every right to stop paying them money.
I thought I was going mad, I thought it was just me until I found this site. Now I'm stuck in a plan. I feel overwhelmed by the size and power of this corporationy corporation.
Thank you vodafail.com for easing an element of the pain.
I laughed at Vodafail site and thought what a great idea. I have been with "Vodafail" for years and the network has progressively become worse and worse.
The charges are enormous, we have near the most expensive networks in the world, massive call connection charge, where are the customer's rights?
From now on I will refer to this company as Vodafail until they fix their network.
Up until recently, I always valued Vodafone as my provider. However in the process of changing over to contract I was confronted with the worst customer service I have ever recieved from any place I have ever been. I was promised delivery in 2 weeks, and after 4 weeks it still hadnt arrived. Each time I called (after 1 hour in a queue) I got the response that 'I would recieve mine in the next batch that was to come in stock.. I ended up asking to speak to a manger which in turn got my phone delievered within 2 days and also had a credit applied to my account for the delay.
Since being on contract, I have had poor reception in places where I used to have full reception, my voicemail messages are always delayed, and the internet connection is extremely slow.
Vodafone have excellent deals and all my friends and family are with them, so we take advantage of the free Vodafone to Vodafone talk. however if it was not for that, I would definitely have changed providers.
I expect to recieve what I pay for!
After been in contract for 2 year and 6 additional month for my Mobile broadband services, when i cancelled my contract due to poor service, i asked them to unlock the mobile key however Voda guys want to charge me another $29 to unlock the key. I feel disgusted with such unfair fee and will move to another provider once my mobile services contract will expire next month.
Despite joining before this plan change, we were only given 200MB!! Numerous calls explaining this is not what we purchased/signed up for were ignored. Eventually we had to engage the TIO to beat Vodafone with a stick to give us what we signed for.
Beware, Vodafone does not know how a contract works!
I posted my own horror stories up there for all to see and eventually got a phone call from their lawyers so I gave it back to them.
Happy to pay the exit fee and final bill - IMPOSSIBLE!!!
The store can't cancel the contract - you have to call customer service.
45 minute wait on hold - I get told the contract was already canceled when my number was ported (apparently the store did not have this information), told to just wait for the bill.
Receive notice of bill in email, click on link to pay bill and I have to enter in the amount to pay - I have no idea, and I have been blocked from entering the myvodafone website now because I am with another carrier.
Call to find out how much to pay, wait for 10min on hold then use call back option (will be 30-40 min) - 2 days later no callback
I call again, this time 40min on hold - your bill is $89.83 I am told, now you can pay it.
I try to pay online and get a message telling me the information is wrong, you have to call 1555 - (now clearly this number is not the right one for me now) - another 40 min on a $1 a minute 1300 number coming up, awesome!!!
ALL I WANT TO DO IS GIVE THEM MONEY SO I NEVER HAVE TO EVER THINK ABOUT VODAFONE AGAIN!!
Can not wait to get a reminder notice and probably a late payment fee.
TELSTRA HAS MANY MORE CUSTOMERS!!
Also, whenever I try to view my usage online the website is never working.
I'm paying $79 a month + $10 insurance. Not happy.
My bill this past month was 5 times the usual amount purely because my calls keep getting dropped and I have to call the person back. Multiple times.
I have rung Vodaphone to have my phone unlocked so I can use as foreign sim whilst travelling; first they couldn't find my phone on their system (it IS a phone bought under a vodaphone contract - unfortunately), then they say it takes a week to unlock and incurs a charge.. Previous phones with Optus were able to be unlocked almost immediately with no charge. It has been a week and still not unlocked.
Grrrr....!!!!! I don't understand how Vodaphone aren't subject to any sort of regulatory or fair trading governance that can call them on their blatant theft and immoral business practices.
Todays date. 1st Sept 2011
Now try calling to pay your bill over the phone by Credit Card on 02 8275 2267 call answered within 3 rings after going past the normal IVR Menu.
Oh yeah and my reception at home drops out constantly as well as in the middle of the CBD in sydney... Never a again!!
lag with the internet
call drop outs
the same problems the other 9200 people have posted
they say they're doing something about it; we understand that it takes time, but how long do we need to wait?
i (and probably these other 9200 people) am going to cancel my contract and go to someone that actually has a decent network.
I complained to TIO and Vodafone had 10 days to contact me to resolve the situation. Today is the last day and I have heard nothing from Vodafone. Anyone else had this problem? If I go back to TIO will I have to wait another 10 days? I'm getting married next week and will be o/s for the following 3 weeks - I really need to resolve this before I go o/s....
I was travelling in Austria in March 2010, and bought a Pre-paid card, with one of their cheapest networks, and never had less than 4 bars of reception, even inside buildings, in tunnels and up in the mountains. This was absolutely incredible, I even had semi reception when I travelled into Slovakia and Hungary. This is what you call service, you get exactly what you pay for. Australian companies are just focusing on making money and providing crap services.This is a problem across the board, Telco's, Gas, Electricity, and whatever other utility service is available. What about the Customer Service Call Centres in India, This is an absolute joke, and invasion of privacy when you have to confirm private information to someone in another country.
Australia is no longer the lucky country, well maybe for the money hungry corporations, which are mainly overseas owned.
Everybody should band together and SAY "ENOUGH IS ENOUGH", Let's get these companies, especially VODACRAP to lift their game, and the best way to do this is by leaving them, the more customers they lose the better. The government is not doing anything to protect people against getting ripped off by these companies, the Governemnt doesn't give a shit, Politicians have their phones paid by the Tax Payer anyway, so they are never concerned.
I have sent a scathing complaint to VODAFONE about my problems, both in writing and over the internet, and if they don't meet my demands, I will just drop the contract, and stop paying them. They can try and recover money from me, and at the same time I will be fighting to recover money from them. Oh yeah, I have also sent one to A Current Affair.....SPREAD THE WORD......
often drops out during call, thought it was new iphone. reception poor.
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!
"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'.
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.