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) |
12929 Someone from VIC thinks vodafone is A SUGGESTION at 18 Jan 2011 02:17:33 PM
There are many posts on this site relating to poor customer service experiences, in particular issues not being chased up by the call centre and/or calls not being returned as promised.
One way to allowing the resolution of outstanding customer service enquires to be tracked, followed up and eventually resolved would be as follows.
If a customer has an issue which cannot be satisfactorily resolved on the first call the overseas call centre must provide the customer with a reference number.
A customer should then be able to log in through 'My Vodafone' see the reference number, a precis of the issue and its current status in terms of resolution. Some other organsiations such as banks provide such a facility.
If after say for arguement 48 hours the overseas call centre has not called back and resolved the problem the customer should then be automatically entitled to ring a special Australian based call centre to enable the issue to be escalated. Calls to the Australian call centre could be filtered by requiring the customer to key in their reference number on the phone. Also NO 'Lara' involved in this call centre.
If due to the complexity of the issue the Australian call centre cannot resolve it first time the status and progress of resolution of the problem should be updated for the customer to see online through 'My Vodafone'. Certainly the Australian call centre should be taking ownership of resolving the problem and be hopefully staffed with people who actually use Vodafone and this understand it quirks.
If after a further period of time the issue is not resolved the customer can then follow other external options e.g. TIO.
Certainly there would be an incentive for Voda to keep costs down by expecting the overseas call centre to solve the problem first time. However, for the sake of serving and keeping customers through this difficult period it would certainly help if customers could fell that if their issues remained usnresolved for say 48 hours because the overseas call centre did not call them back they could have access to a local call centre with local expertise.
If long delays begin to occur in getting through to the Australain call centre (hopefully this does not happen) there is an option for the customer to email it with the requirement that the email is responded to in say 24 hours.
The above is a suggestion only, many understandably would say that access to an Australian call centre should be a first right. However, I think something needs to be done and that Voda should seriously consider something like this at this time.
One way to allowing the resolution of outstanding customer service enquires to be tracked, followed up and eventually resolved would be as follows.
If a customer has an issue which cannot be satisfactorily resolved on the first call the overseas call centre must provide the customer with a reference number.
A customer should then be able to log in through 'My Vodafone' see the reference number, a precis of the issue and its current status in terms of resolution. Some other organsiations such as banks provide such a facility.
If after say for arguement 48 hours the overseas call centre has not called back and resolved the problem the customer should then be automatically entitled to ring a special Australian based call centre to enable the issue to be escalated. Calls to the Australian call centre could be filtered by requiring the customer to key in their reference number on the phone. Also NO 'Lara' involved in this call centre.
If due to the complexity of the issue the Australian call centre cannot resolve it first time the status and progress of resolution of the problem should be updated for the customer to see online through 'My Vodafone'. Certainly the Australian call centre should be taking ownership of resolving the problem and be hopefully staffed with people who actually use Vodafone and this understand it quirks.
If after a further period of time the issue is not resolved the customer can then follow other external options e.g. TIO.
Certainly there would be an incentive for Voda to keep costs down by expecting the overseas call centre to solve the problem first time. However, for the sake of serving and keeping customers through this difficult period it would certainly help if customers could fell that if their issues remained usnresolved for say 48 hours because the overseas call centre did not call them back they could have access to a local call centre with local expertise.
If long delays begin to occur in getting through to the Australain call centre (hopefully this does not happen) there is an option for the customer to email it with the requirement that the email is responded to in say 24 hours.
The above is a suggestion only, many understandably would say that access to an Australian call centre should be a first right. However, I think something needs to be done and that Voda should seriously consider something like this at this time.
18 Jan 2011 08:30:59 PM: Such a great idea... and really not that difficult for most people/companies to pull off, but I think this is way far beyond vodafones capabilities! I am sure if something like this where we could see the status of our "enquiry" or complaint would keep most of us a lot calmer and easier to deal with and in turn keep many more customers happy! Also something as simple as a text message, the same way we receive bill notifications regarding network problems eg "Vodafone wishes to advise you that we are having network upgrades in your area over the coming weeks, minimal disruption may be experienced during this period but please bear with us as this is necessary to serve you better in the future"... this would have probably kept me as a customer or at least pacified me instead of blowing up at the call centre staff after not having my resolution that was promised to happen in 5 business days, and then passing my complaint to TIO.
18 Jan 2011 08:58:34 PM: Sorry but getting a text to let you know there is issues is a bit silly...if there are issues getting texts. Great logical post from OP though. This system is basically in place in my experience. You call care, you ask for team leader, he can't fix the drama but he emails the australian dept that can and then you're fixed. Hope Vodafone listens to make it more transparent a process for everyone though.