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) |
1360 Someone from VIC thinks vodafone is EPIC at 21 Dec 2010 03:26:17 PM
I have been using Vodafone for 8 years now, never really had an issue with customer service - actually every experience I had was great. Yeah, the reception was not always the best but this didn't affect me too much.
So, I open my most recent bill about 2 weeks ago, only to find it is $299.98?!?!! I am on an unlimited cap of $90, and an internate plan of @29.95 - that I do not use as I receive no reception. Rather than paying it out which I have been told several times is my only opton, just pay that amount everymonth. It's not a huge amount, so I don't really think about it. It also has only 3 months to run. My bill, in the 19 month I have been receiving them has never amounted to more than $90 + @29.95. So, I try to call the customer care. 5 attempts in one day, excessive hold times. finally get through to be told that their 'system is down', by a guy name Rasheed - or something dodgy like that. I can hardly understand the guy. I'm not the happiest of people, and I demand that they call ME back, I refuse to sit on hold at all any longer. He said they will within 4 hours. 10min later I receive a text saying they had triend to call me back, but I had not answered. Balls. My phone was next to me at my computer the whole 10mins.
3 more days of scattered attempts to contact them - but to no avail! even went into a local VODAFAIL store, who could also not explan the charges. Then on the 4th day I get through after a 34min wait. Only to be told I have come through to the wrong department. I get placed on hold for another 10mins. Call answered, to be told their system was 'down' again. That's when carcked and called the TIO, lodging a complaint. I try to call 1555 at 11pm that night thinking surely I will get through. Recording told me a minimim of 40min wait. Jam that up your A$$.
Yesterday, I am successful in getting through after an excessive wait AGAIN! (Apologies to my boss for using up work time.)
Apu (or whatever his name is) can't find the issue with my bill. Says there is a MPP charge on there. So I argue with this douchebag in his broken english, and his raised voice at me until finally he cracks and admits that there has been an error inm the bill. NO SHITE MORON. *** this is the good bit *** I demand some form of compensation for my time and all the troubles I have been having getting through to them. GET THIS - He says as a goodwill gesture, HE WILL CREDIT BACK THE CHARGES TO MY ACCOUNT!!! BUDDY, THAT IS NOT GOODWILL, THEY SHOULD HAVE NOT BVEEN THERE IN THE FIRST PLACE!! So I request to be put through to the complaints department. On hold for 10 more minutes. "Hello, this is another Indian call centre worker - but I am the manager, you can complain to me". After then detailing all the troubled AGAIN, I get nowhere. I also bring up the issue of paying for a service I don't receive with my internet. I ask for compensation for their lack of service and appaling customer service. I get nowhere. I ask to be put through to their complaints department again. This resulted in a heated argument about VODAFINE DOESN'T HAVE A COMPAINTS DEPARTMENT?!?!?! I give up, I advise I have already complained to the TIO. I then have an offer for a $29.95 credit for this months bill only. I ask for my contract to be cancelled of no charge - there are only 3 months left. I get nothing but a mouthful of crap from ths other Apu dude. I hang up.
I have now lodged a second complaint through the TIO.
Let's see what happens...
THIS IS WHAT HAPPENS WHEN TIGHT-ASS COMPANIES MOVE THEIR CALL CENTRES OFF SHORE.
SHAME SHAME SHAME.
So, I open my most recent bill about 2 weeks ago, only to find it is $299.98?!?!! I am on an unlimited cap of $90, and an internate plan of @29.95 - that I do not use as I receive no reception. Rather than paying it out which I have been told several times is my only opton, just pay that amount everymonth. It's not a huge amount, so I don't really think about it. It also has only 3 months to run. My bill, in the 19 month I have been receiving them has never amounted to more than $90 + @29.95. So, I try to call the customer care. 5 attempts in one day, excessive hold times. finally get through to be told that their 'system is down', by a guy name Rasheed - or something dodgy like that. I can hardly understand the guy. I'm not the happiest of people, and I demand that they call ME back, I refuse to sit on hold at all any longer. He said they will within 4 hours. 10min later I receive a text saying they had triend to call me back, but I had not answered. Balls. My phone was next to me at my computer the whole 10mins.
3 more days of scattered attempts to contact them - but to no avail! even went into a local VODAFAIL store, who could also not explan the charges. Then on the 4th day I get through after a 34min wait. Only to be told I have come through to the wrong department. I get placed on hold for another 10mins. Call answered, to be told their system was 'down' again. That's when carcked and called the TIO, lodging a complaint. I try to call 1555 at 11pm that night thinking surely I will get through. Recording told me a minimim of 40min wait. Jam that up your A$$.
Yesterday, I am successful in getting through after an excessive wait AGAIN! (Apologies to my boss for using up work time.)
Apu (or whatever his name is) can't find the issue with my bill. Says there is a MPP charge on there. So I argue with this douchebag in his broken english, and his raised voice at me until finally he cracks and admits that there has been an error inm the bill. NO SHITE MORON. *** this is the good bit *** I demand some form of compensation for my time and all the troubles I have been having getting through to them. GET THIS - He says as a goodwill gesture, HE WILL CREDIT BACK THE CHARGES TO MY ACCOUNT!!! BUDDY, THAT IS NOT GOODWILL, THEY SHOULD HAVE NOT BVEEN THERE IN THE FIRST PLACE!! So I request to be put through to the complaints department. On hold for 10 more minutes. "Hello, this is another Indian call centre worker - but I am the manager, you can complain to me". After then detailing all the troubled AGAIN, I get nowhere. I also bring up the issue of paying for a service I don't receive with my internet. I ask for compensation for their lack of service and appaling customer service. I get nowhere. I ask to be put through to their complaints department again. This resulted in a heated argument about VODAFINE DOESN'T HAVE A COMPAINTS DEPARTMENT?!?!?! I give up, I advise I have already complained to the TIO. I then have an offer for a $29.95 credit for this months bill only. I ask for my contract to be cancelled of no charge - there are only 3 months left. I get nothing but a mouthful of crap from ths other Apu dude. I hang up.
I have now lodged a second complaint through the TIO.
Let's see what happens...
THIS IS WHAT HAPPENS WHEN TIGHT-ASS COMPANIES MOVE THEIR CALL CENTRES OFF SHORE.
SHAME SHAME SHAME.
21 Dec 2010 03:36:14 PM: isn't it us who are the tight asses?? these companies are cheap BECAUSE they move their call centres off shore, if we expect better service, maybe we should pay to shift to telstra!!!
21 Dec 2010 03:48:20 PM: I feel your pain!I have forgotten how many times I was told by Apu that their systems were down and they could not help me after a 40 minute wait to speak to said Apu if I was lucky. The worst is that Australian woman greeting cheerfully telling you that she has checked with the department and they are busy helping other customers and I will not be put through but I can leave a message... if do not leave a message she just repeats herself to infinity. I am so grateful to no longer be a vodafucked customer..my stress levels are down and I feel like life is back to ordinary annoyance instead of every day infuriation and powerlesness in the face of a giant, unreponsive rip off scam that doesn't even answer their fucking phones and lies, lies, lies blaming you, your phone, your area and every other thing except the one thing they know is true. Their systems are totally fucked and they are fraudulently taking your hard earned money.
21 Dec 2010 03:56:18 PM: Telstra don't have good service. They have good coverage, but not good service.
21 Dec 2010 07:13:08 PM: Telstra coverage is just in places where it's not economically viable for the other telcos to build infrastructure due to half government ownership and legacy requirements to have that essential service thing (home phones) and to keep the farmers happy so that it doesn't become a political issue.
21 Dec 2010 09:31:36 PM: how racist...
22 Dec 2010 07:12:05 AM: I am racist. Especially when for 8 years I have been happily dealing with, and easily able to contact someone who not only understands me, but I can converse with easily. Not to mention is polite and offering great customer service. So, what's your point?
22 Dec 2010 08:14:42 AM: By the way it should be noted i am an ex-virgin customer, their call centre is in Mumbai, and they were fine to speak with and get a hold of and the like. So yes they go because it is cheap it does not mean they also have to have the shittest employees. It is possible to have good customer service ad decent american accents in India. Please Vodafail find some of THESE people. They are MUCH easier to speak to.