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 Pain
| ACT (1140) | Everywhere (19206) | NSW (7557) | NT (170) | QLD (3578) | SA (987) | Somewhere else (224) | TAS (242) | VIC (3573) | WA (1735) |
12055 Someone from VIC thinks vodafone is 10 weeks to connect service. Poor customer service and billing issues. at 11 Jan 2011 01:27:35 PM
Back on the 4th of September 2010 I upgraded my phone contract and as a result, became a vodafone customer.
The short version of the ever so long saga is...
I was told my iphone 4 would take 1 week to arrive, after 3 weeks still waiting, and several lenghty, on hold, phone calls I was told it was due to the large volume of customers. The phone then got delivered to the wrong address (somewhere in Sydney,I live in Melbourne) and signed for after now waiting over 4 weeks total.
This was when the real problems began. Vodafone started the new service on the new contract despite me informing them I didn't have the phone, I didn't even have a sim card for this new service...hence I was now not able to receive or make calls on my current phone. As I was heading overseas this was an issue, one they said they couldn't fix until I had posession of my iphone 4.
Instead of prioritising my case and sending me a new iphone, they tried to recover and resend the original one. This was such poor and inefficient service, too ridiculous to even justify. 2 more weeks went by and despite my attempts to with the customer service line, I kept getting different representatives who I had to go over every detail with again and again. My longest time on hold was 88minutes! Each time I was promised 2-3 more business days and my phone would arrive. 2 more weeks passed so we are up to 8 weeks waiting for my iphone 4 to be delivered and battling with a 1990 loan phone... I had had enough! I wanted the contract dissolved and wanted to be done with voadafone forever! When I demanded this be done I was put on hold for another 40 odd minutes before a new "supervisor" came onto the phone and told me I could go into a shop (4kms from where I live)and pick up a handset, pay for it and get them to connect it on the spot. Hooray was my intial reaction as in the coming two weeks I was sending 200 staff and students overseas to four different destinations and I was the emergency contact! I left the shop and was told by morning, my service would be connected.
Of course it wasn't and being a long weekend apparently there was nothing that could be done. MORE WAITING!! In the new week, again, several lengthy times spent on hold to the call centre occured and I was told that during the transfer of my number to the new service, there was a data error/computer glitch and my number got "stuck". I was told it would take 2 business days to sort out.
By now my job performance and reliability had been affected and the personal stress was totally absurd. It took 2 more weeks for them to "un-stick"/recover my number and finally on the 11th of Novemeber (10 weeks after signing up) and two crappy laon phones later, I had my phone in my hand and my serivce connected.
As the whole saga was just absolutely appauling, unprofessional etc I asked vodafone how they intended to compensate my for the trouble they had put me through. They offered me 3 months free, which I accepted. But of course I am now battling with them now as they are billing me, charging me for the iphone that I have already paid for and due to the incompetent notes on my file I am having to explain it all again. My last correspondance with them was through a vodafone store where the real life service agent and I spent 79 minutes on hold with them trying to get my billing issues sorted. Not even going into a shop gives you the right to quality customer service...what a joke of a company!
How anyone can operate a business like this is beyond me, I can't wait til my contract is done, I have told all of my friends to steer away from vodafone or any voafone carrier and I myself will never have anything to do with them again!
Lu (Melbourne)
The short version of the ever so long saga is...
I was told my iphone 4 would take 1 week to arrive, after 3 weeks still waiting, and several lenghty, on hold, phone calls I was told it was due to the large volume of customers. The phone then got delivered to the wrong address (somewhere in Sydney,I live in Melbourne) and signed for after now waiting over 4 weeks total.
This was when the real problems began. Vodafone started the new service on the new contract despite me informing them I didn't have the phone, I didn't even have a sim card for this new service...hence I was now not able to receive or make calls on my current phone. As I was heading overseas this was an issue, one they said they couldn't fix until I had posession of my iphone 4.
Instead of prioritising my case and sending me a new iphone, they tried to recover and resend the original one. This was such poor and inefficient service, too ridiculous to even justify. 2 more weeks went by and despite my attempts to with the customer service line, I kept getting different representatives who I had to go over every detail with again and again. My longest time on hold was 88minutes! Each time I was promised 2-3 more business days and my phone would arrive. 2 more weeks passed so we are up to 8 weeks waiting for my iphone 4 to be delivered and battling with a 1990 loan phone... I had had enough! I wanted the contract dissolved and wanted to be done with voadafone forever! When I demanded this be done I was put on hold for another 40 odd minutes before a new "supervisor" came onto the phone and told me I could go into a shop (4kms from where I live)and pick up a handset, pay for it and get them to connect it on the spot. Hooray was my intial reaction as in the coming two weeks I was sending 200 staff and students overseas to four different destinations and I was the emergency contact! I left the shop and was told by morning, my service would be connected.
Of course it wasn't and being a long weekend apparently there was nothing that could be done. MORE WAITING!! In the new week, again, several lengthy times spent on hold to the call centre occured and I was told that during the transfer of my number to the new service, there was a data error/computer glitch and my number got "stuck". I was told it would take 2 business days to sort out.
By now my job performance and reliability had been affected and the personal stress was totally absurd. It took 2 more weeks for them to "un-stick"/recover my number and finally on the 11th of Novemeber (10 weeks after signing up) and two crappy laon phones later, I had my phone in my hand and my serivce connected.
As the whole saga was just absolutely appauling, unprofessional etc I asked vodafone how they intended to compensate my for the trouble they had put me through. They offered me 3 months free, which I accepted. But of course I am now battling with them now as they are billing me, charging me for the iphone that I have already paid for and due to the incompetent notes on my file I am having to explain it all again. My last correspondance with them was through a vodafone store where the real life service agent and I spent 79 minutes on hold with them trying to get my billing issues sorted. Not even going into a shop gives you the right to quality customer service...what a joke of a company!
How anyone can operate a business like this is beyond me, I can't wait til my contract is done, I have told all of my friends to steer away from vodafone or any voafone carrier and I myself will never have anything to do with them again!
Lu (Melbourne)
13 Jan 2011 07:53:26 PM: I'm offended for the rep that spent more than an hour helping you do something you could have done yourself. Don't mean to play down the debacle you went through though. However that rep gave you excellent customer service.