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Brisbane Customer's Journal of Calls to Vodaphone
April 2011 - spoke to Vodaphone about problems with coverage & was given 3 x 50% discounts on phone bill
and buy the end of June, 'improvements will be noticed with our upgrades"
Improvements were not noticed, in fact were worse.
1st July 2011 - (Spoke to Affan)
- called about problems and investigation raised & they would contact me in 3 working days.
8th July, 2011(Spoke to Vishal)
- Still no call, So phoned them & they are still looking into problem.
- Can't say what has been done, (if anything) they will call within next 72 hours
11th July, 2011 (Spoke to Feema)
- No Call as yet, they will contact me later today & didn't receive a callback.
12th July, 2011 (Spoke to Parvez)
- Apologise on no call back, they will call be back in 10 mins
- Receive a call 30mins later, apologise on delay in calling me back
- Network team are investigating still, may take another 5 days)
- SMS text sent 5 Hrs later stating:
SMS - "HI, WE'RE STILL WORKING ON THE ISSUE, & WE'LL ADVISE YOU OF ANY CHANGES, THANKS VODAPHONE"
25th July, 2011 (Spoke to Moshan)
- I called them up as no update, gave examples of my problems again will get back to me in 3 to 4 days from Networking engineers
27th July, 2011 (Spoke to Moshan)
*** receive a call from the networking engineer, saying there is no problem, with dropped calls after looking into the problem, i asked about the slow data rate & THE PHONE CALL DROPPED (PHONE HAD 3 BARS & 3G AREA)
- Called back straight away (Spoke to Niltesa) no notes saying anyone had called me, still looking into problem, if the called dropped they'll call in the next 1-2 hours. Requested to speak to a supervisor, they were busy &would call me back within 1 hr.
- Supervisor never called.
28th July, 2011 (spoke to Vishan)
- I called them & recapped problem with ref number and passed into Tech Team
(spoke to Shetal)
- recapped problem again & quoted ref number & would pass me onto the Tech Support Team
(spoke to Geyshea)
- Recapped problem, quoted ref number again, apologise on not getting call back.
- Asked why my phone call dropped out while having 3 bars & 3G , suggested it was the other persons line, i then mentioned i was talking to Vodaphones Tech Engineers who had contacted me stating that there was no problem with their coverage.
- She said need to check some things will call you back.
Receive call from Geyshea (15mins alter) - Changed investigation form investigation to a complaint & would receive
50% discount on next 3 phone bills, Updates in area are being done, so should see results soon.
RESULT - discounted bills for 3 months - coverage problems, dropped calls, slow data rates remain.
WAS IT WORTH IT? - not really, i have better things to do with my time. But wanted to let people aware of this - complain enough & eventually you'll be given a discount because they are aware that their coverage is not good.
Give it a go and persevere. They will try everything to keep you but I told them they could offer me a Ferrari and a trip around the world but all I wanted was a phone service that WORKED.
copy of what i wrote to them:
being lied to about how they were improving the network.
disorganisation, incompetence with billing, for example:
not billed for 2 months from direct debit, then billed for 3 months in one hit...
then when wanting to cancel;
1) calling and not being able to get through,
2) leaving an email on the site and not getting a reply
3) visiting a shop and being told to call the help line!!!
i then went ahead and ported my number to other provider.
then got texts and emails from vodafone saying they were experiencing a large volume of enquiries and would be getting back to me... which never happened.
then receiving abill for $150 in the text of an email but with no attachment. I tried going onto the website but of course my phone number wouldnt work as log in as it was no longer with vodafone!
so i went into the shop and asked if they could print out my bill so i knew what it was for. they couldnt log into my account either and said i'd have to call vodafone.... wtf!!!
so i call and left a message as they were too busy as usual. some guy calls back and says he'll take care of it and email my bill out within a week. 3 weeks later nothing...
so even if the service or reception was adequate, and the price more competitive, i still would not stay just due to the lack of customer service and thier ability to stuff everything up constantly!
no regrets and never coming back"
I gave them the flick 3 days ago to go with another company after 17 YEARS!
17 years with mostly good reception & a reasonable deal. However from about a year ago nothing but aggravation.
Actually I tried to switch to Telstra at their ultra state of the art (?) new local store after being politely attended to by a nice attentive young lady on my initial visit. However on the follow up to sign up for the negotiated package deal, I was informed it was her day off & none of the disinterested bunch of retards could find my already negotiated deal & were not interested enough to give me any kind of help because they had more important things to do like squeezing their pimples & setting up the new 4G giant size plastic icon.
Gave the situation a little thought & went over to the Optus shop where I was treated as if I was a long lost member of the family. So based on nothing more than being treated like an actual person instead of a statistic I ended up with a far better deal on 2 phone deals & a broadband line account.
So far in 3 days I have had every inquiry & set up problem answered satisfactorily & (almost) immediately. I have read the online forums & there are pros & cons with all the telcos but as far as I'm concerned the most important thing is to be able to communicate with someone if there is a problem & I'm getting that now.
So bye bye LARA, bye bye totally no reception most of the day, bye bye hanging in a phone queue for 3 hours until Mumbai answers with total denial of anything I want to happen. Bye bye after 17 years of being a customer who always paid on time!
If anybody from Voadafail gets to read this -- kiss my ar-e! Bye Bye!
Then I asked if I could request for the audio record of my contract. They simply refused it. Luckily one Vodafone staff helped me to call the service line. At first they said only 30% of my international call fee can be cancelled. I refused it directly. After a few seconds they asked if I accept 50% refund. Then I was totally upset and insisted to get a full amount refund. After 10 more minutes the staff lady told me that "they" agreed to refund me in full price but I have to wait untill next month when the new bill comes.
I'm disabled with epilepsy and live on my own. My parents need to ring me during the day to check on me and I need to ring them them as well if I need to go to appointments etc.
Can you imagine the sheer panic my parents go through when they try to ring my mobile and I don't answer? My phone hasn't even registered that they tried to call me repeatedly so they have to jump into the car and race over to my house scared to death that I could have seisured and possibly killed myself. Then they get to my house only to find that I'm safe and sound after all that distress that they just went through.
It can take me up to four calls before I can actually ring someone (anyone) and even then I tend to lose reception and quite often the call is so badly garbled that I have to try and ring them back. Sometimes I have to try up to four times to ring this person back and each time I get through the line can still end up garbled and I have to start again.
Just a quick note to all disabled Vodafone users: if you are using Vodafone then I urge you to stop being disabled because you are putting yourself at risk. Sorry people, but if you don't laugh you'll cry.
They don't care shit about their customers.
Assholes should get some aussies to do some decent call centre work.
Seems like all the indian call centre workers are on curry break.
Their customer service is just disgraceful - I don't know how they are allowed to get away with it.
the below is a complaint letter that I sent to them a couple of month ago. No one responded to me. I am going down to vodafone tomorrow to get out of my contract if I can - I encourage everyone to do the same - having no customers is the only way to hurt these organsiations - vote with your feet!
DEAR WORST CUSTOMER SERVICE PROVIDER EVER!
I AM WRITING THIS EMAIL OUT OF SHEER ANGER AND FRUSTRATION AS I CANNOT FIND ANSWERS ANY OTHER WAY. KNOWING VODAFONE I WON'T GET A RESPONSE.
YOUR RIDICULOUS LARA VOICE RECOGNITION SYSTEM IS EXTREMELY FRUSTRATING AND DOES NOT WORK. YOU WAIT ON HOLD FOR HOURS AND THEN GET THROUGH TO A DIVISION LIKE TECH SUPPORT WHEN YOU WANT BILLING AND THEY CAN'T HELP YOU. YOU ARE THEN TRANSFERRED BACK ONTO A QUEUE THAT YOU HAVE TO WAIT AGAIN.
LET YOUR CUSTOMERS SPEAK TO A REAL PERSON. A PERSON THAT IS AUSTRALIAN! YOU ARE THE AUSTRALIA DIVISION OF VODAFONE! I AM SICK AND TIRED OF BEING PUT THROUGH TO AN INDIAN OR EGYPTIAN CALL CENTRE WITH STAFF THAT CULTURALLY CANNOT UNDERSTAND WHAT I AM TRYING TO FIND OUT. I HAVE BEEN ON HOLD TONIGHT FOR OVER TWO HOURS. RESOURCE YOUR CALL CENTRES APPROPRIATELY!!! I HAVE BEEN PASSED FROM EVERY DIVISION, SPOKEN TO A SUPERVISOR AND STILL NO ONE IS ABLE TO PUT ME THROUGH TO A PERSON THAT CAN ASSIST WITH MY REQUEST.
I APPRECIATE THAT YOU CFO IS TIGHT AND WANTS TO CUT COSTS BY OUTSOURCING CALL CENTRES TO INDIA AND EGYPT, BUT YOUR CUSTOMERS CAN'T UNDERSTAND THE INDIAN CUSTOMER SERVICE TEAM'S ACCENT AND LANGUAGE BARRIERS. I JUST FOUND OUT THAT I CANNOT SPEAK TO ANYONE IN AUSTRALIA AT ALL. ASK YOUR MARKETING DIRECTOR - WHAT IS THE POINT OF DEVELOPING A GREAT BRAND CAMPAGIN WHEN YOUR CUSTOMERS ARE TREATED LIKE DIRT AT THE OTHER END I CANNOT BELEIVE HOW BACKWARD YOUR APPROACH TO CUSTOMER EXPERIENCE IS.
IF I DIDN'T HAVE BETTER THINGS TO DO I WOULD START A VODAFONE HATE CAMPAIGN ACROSS EVERY SOCIAL NETWORK SITE I CAN FIND.
IF THERE IS ANYONE WITH A BRAIN THAT CAN READ THIS EMAIL, PLEASE SEND IT TO YOU MARKETING TEAMS, BECAUSE I AM SURE THEY WILL CARE MORE ABOUT THIS COMPLAINT THAN ANY OTHER. IF YOU WANT A LESSON IN CUSTOMER EXPERIENCE PHONE THE COMMONWEALTH BANK AS THEY KNOW HOW TO TREAT THEIR CUSTOMERS PROPERLY. I FEEL LIKE I MATTER TO THEM AS A CUSTOMER.
WITH VODAFONE I CAN'T WAIT TO WORK OUT HOW I'M GOING TO GET OUT OF YOUR CONTRACT AND TELL EVERYONE HOW ABISMAL YOUR SERVICE IS!
IF SOME POTATO IN YOUR AUSTRALIA CUSTOMER SERVICE TEAM COULD CONTACT ME TO ANSWER MY QUESTION I WOULD BE MOST GRATEFUL.
I WON'T HOLD MY BREATH.
I finally was on call with my dream supplier. The phone dropped out. They said they will not supply some one who hangs up on them or can not keep adequate phone communication.
I have had the phone for approx 7 months now and all through that time i have experienced poorer than average service. Phone calls dropping out. Slow loading web pages or not loading at all, Delayed SMS.
I was told by the sales rep when i bought the phone that it was not locked to the Vodafone network. Wrong. When i tried to test a Telstra prepaid simm in the phone i found out the truth. Once i managed to unlock the phone by paying the ripoff fee i found out for sure how bad Vodafone service was. Web pages loaded at waht i would call standard broadband speeds on the NextG network.
I have had occasion to call Vodafone customer care and waited for 1 hour 20 mins before i hung up.
Show me how to join this class action. I am in for sure.
I've lost thousands of dollars worth of potential income as a result, and have had enormous strain put on my relationship. I'll be seeking compensation for both loss of work, and mental damages.
while sitting at the airport waiting for my plane, I called the "customer service" line after 50 mins on hold my plane was boarding and had to hangup, going overseas without phone coverage.
Then, 3 months later when moving overseas i tried again, firstly going to a vodafone store, they told me they call the same number I do and may have to wait several hours.
So I though id just try again when at the airport. after over 1 hour on hold in the first attempt, then another 40 mins on hold an hour later ( had to hangup cause we moved areas and lost signal)
So now that I moved to newzealand, I emailed them (finally hunted down an address from their mess of a website.)
I told them i want to cancel my contract because of the horrid service.
They email me back stating they will send my final bill, they did, i got it in newzealand, but thought it's paid via direct debit.
Now the fun part.
8months later i move back to Australia, after no further contact from vodafone, not via the email address or actual post( I know they've got my address, i got the one letter)
I am greeted with a debt collection notice for $130 that when I call vodaphone they put me straight to the debt collectors office as soon as I give my details, not even telling me I'm bring transferred to a different company.
So i pay the bill, but afterward find out that I now have a flag on my name and nearly missed out on getting a home for my family because of a $130 debit.
No one at vodafone ever got back to me to clear my info or to let me ask why i was not contacted further regarding this outstanding amount.
I'll never go back to vodafone, not for ANY reason.
REALLY, ALL THESE PEOPLE CAN SLANDER IT BUT IF ONE PERSON SAYS GOOD, YOU TAKE IT OFF?
Has anyone else had this issue
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".
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.
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.