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
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13550 Someone from VIC thinks vodafone is Epic Fail on all fronts at 21 Jan 2011 09:00:25 AM
I have been trying to upgrade my plan for over 2 months! I don't understand how such a simple process can be so flawed.
Firstly, I went to the 3 store times, only to be told different things by each representative. 1) We can't process upgrades here in the store and I got told to call the direct line 2) You need to go online. (But online tells you to call???) 3) yes we can do this in store but we don't know when we're getting iphone4's in.
So which one is it?? How are these staff getting trained if all can't provide a consistent answer? By the way, this was from 1 store (corner Bourke Street & Swanston Street Melbourne CBD)
Secondly, it took 7 business days to process a bpay payment and when I tried to upgrade over the phone they advised they couldn't process as I was in arrears. The first time I called, the operator said he'll take down notes about my issue and for me to call in 48 hours. Fine. Before I called the second time, i made sure i checked online to make sure the payment had cleared. It told me I was in arrears for 0.32 cents when the day before it said $68 (i paid that $68 a week ago) where did the 32 cents come from? Another system stuff up from vodafone i'm sure Second time I called, they said I had to wait 4 days!!
And the worst part, they could see no notes from the previous operator!!
Third time, i finally got through to the upgrade team, they could not put my address in "the system" because South Melbourne was coming up with a different postcode?? Does outsourcing call centre teams mean that all integrity and service is completely lost? Obviously vodafone doesn't know what customer service means and are happy to give these people in Bangalore or where ever, poor systems, poor training, poor everything! I then got put on hold and got hung up on.
I have called again for the 4th time only to get told that they can't put my exact address because they use a system that reads off google maps? What on earth do they do with new estates which aren't on google maps yet?
Surely I have gone above and beyond what a customer is expected to go through before I start complaining right?
Firstly, I went to the 3 store times, only to be told different things by each representative. 1) We can't process upgrades here in the store and I got told to call the direct line 2) You need to go online. (But online tells you to call???) 3) yes we can do this in store but we don't know when we're getting iphone4's in.
So which one is it?? How are these staff getting trained if all can't provide a consistent answer? By the way, this was from 1 store (corner Bourke Street & Swanston Street Melbourne CBD)
Secondly, it took 7 business days to process a bpay payment and when I tried to upgrade over the phone they advised they couldn't process as I was in arrears. The first time I called, the operator said he'll take down notes about my issue and for me to call in 48 hours. Fine. Before I called the second time, i made sure i checked online to make sure the payment had cleared. It told me I was in arrears for 0.32 cents when the day before it said $68 (i paid that $68 a week ago) where did the 32 cents come from? Another system stuff up from vodafone i'm sure Second time I called, they said I had to wait 4 days!!
And the worst part, they could see no notes from the previous operator!!
Third time, i finally got through to the upgrade team, they could not put my address in "the system" because South Melbourne was coming up with a different postcode?? Does outsourcing call centre teams mean that all integrity and service is completely lost? Obviously vodafone doesn't know what customer service means and are happy to give these people in Bangalore or where ever, poor systems, poor training, poor everything! I then got put on hold and got hung up on.
I have called again for the 4th time only to get told that they can't put my exact address because they use a system that reads off google maps? What on earth do they do with new estates which aren't on google maps yet?
Surely I have gone above and beyond what a customer is expected to go through before I start complaining right?