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 Gain
| ACT (25) | Everywhere (404) | NSW (170) | NT (3) | QLD (65) | SA (16) | Somewhere else (6) | TAS (5) | VIC (86) | WA (28) |
10858 Someone from NSW thinks their gain is heading in the right direction. at 6 Jan 2011 10:26:31 AM
I contacted Vodafone via their customer service email address, after hearing the horror stories regarding the on-hold queues on the 1555 line.
In the email I infomed them that I had experienced call drop-outs, delayed text messages/voicemails, and limited 3G connectivity for a four month period. I also indicated that if I wasn't able to obtain a satisfactory outcome with Vodafone directly, I would be pursuing it with the TIO.
The initial response from a Vodafone CSR offered me two months credit, which I said wasn't sufficient. They also asked that I provide my PIN and/or personal details over email, which I refused to do over email, and requested they call my mobile to discuss.
After several to and fro automated emails, I received a call today. I was informed that the network was being strengthened in my suburb, completion due by end Q1 2011. Off the bat, the CSR offered me three months credit, in addition to 50% off my access fee for the remainder of the contract (10 months). Also, the CSR said that they would add a note on my file that if I was still unhappy with the coverage by the end of Q1 2011, I could leave the contract without penalty.
I asked the CSR to email me to confirm these arrangements, which was done within the hour.
All in all, I couldn't fault the customer service. Obviously they are on damage control now, and will be quite generous in attempting to keep you as a customer/off their backs.
A few things I could suggest when dealing with Vodafone customer service:
- Be polite and reasonable - they aren't the network guys, they just mop up the mess.
- Get the CSR's name for your records
- Keep a written record of the time/date/nature of the call
- Know what you want to achieve as a result (i.e. discount/credit/cancellation)
- Ask them to confirm the arrangements in writing. Your notes are good, but not as good as something from them.
I'll be staying with them for the time being, and will reassess in a couple of months after the network upgrades (whatever that involves).
In the email I infomed them that I had experienced call drop-outs, delayed text messages/voicemails, and limited 3G connectivity for a four month period. I also indicated that if I wasn't able to obtain a satisfactory outcome with Vodafone directly, I would be pursuing it with the TIO.
The initial response from a Vodafone CSR offered me two months credit, which I said wasn't sufficient. They also asked that I provide my PIN and/or personal details over email, which I refused to do over email, and requested they call my mobile to discuss.
After several to and fro automated emails, I received a call today. I was informed that the network was being strengthened in my suburb, completion due by end Q1 2011. Off the bat, the CSR offered me three months credit, in addition to 50% off my access fee for the remainder of the contract (10 months). Also, the CSR said that they would add a note on my file that if I was still unhappy with the coverage by the end of Q1 2011, I could leave the contract without penalty.
I asked the CSR to email me to confirm these arrangements, which was done within the hour.
All in all, I couldn't fault the customer service. Obviously they are on damage control now, and will be quite generous in attempting to keep you as a customer/off their backs.
A few things I could suggest when dealing with Vodafone customer service:
- Be polite and reasonable - they aren't the network guys, they just mop up the mess.
- Get the CSR's name for your records
- Keep a written record of the time/date/nature of the call
- Know what you want to achieve as a result (i.e. discount/credit/cancellation)
- Ask them to confirm the arrangements in writing. Your notes are good, but not as good as something from them.
I'll be staying with them for the time being, and will reassess in a couple of months after the network upgrades (whatever that involves).