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) |
16154 Someone from QLD thinks vodafone is Customer Service Mess and Coverage. at 5 Mar 2011 09:34:25 PM
So I entered a simple complaint about coverage issues I am still currently experiencing sometime ago and since the coverage has still not improved and Vodafone have STILL failed to respond to my concern (ever after saying they would) I thought I should share it here.
Email conversation appears below - in date order.
-----------------------
Response (Emil) 28/05/2010 11:02 AM
Hi XXXX,
Thank you for your email.
I regret to hear of the difficulties you are experiencing with network coverage in the areas you have specified. Vodafone endeavours to provide quality service to our customers where possible. To enable me to submit a service request for our technicians to investigate the coverage issues you have outlined, please supply the following information.
筆obile number and alternate contact number
菱andset make/model (if using an iPhone please insure that you are using the latest software as this can effect coverage in most cases)
姫rovide address including postcode where problem is experienced with the nearest cross road as the street directory does not always cover these locations.
髭xplain the coverage issue - is there no/low signal strength, quality problems, bad audio or frequent dropouts? Please provide three specific examples including date/times this has occurred?
肘s the problem a degradation or has it always been present? If degradation, provide approximate date and time that the problem began.
疋oes the phone work in other locations?
疋oes the problem occur when receiving or making calls, or both?
疋oes problem only occur to/from a specific number, landline, specific mobile carrier or all numbers?
疋oes the problem occur inside, outside or both? If inside is this a multi storey building and what level are you on?
菱ow many bars of signal strength are on the phone?
姫lease advise whether your phone indicates reception on the 3G or 2G network?
肘f 3G, please advise whether the issue continues when manually selecting service with the 2G network?
姫lease check and confirm the coverage received with your SIM card in another handset? Please also supply the handset type.
姫lease check and confirm the coverage received with another Vodafone SIM in your handset?
Please add any additional information that may assist in resolving your issue.
I look forward to hearing from you soon.
Kind regards,
Emil
Correspondence Team
---------------------
Customer (XXXXXX) 29/05/2010 12:13 AM
Dear Vodafone,
Thank you for your kind reply.
Please find following the answers to the many questions you surely could have investigated and answered yourself instead of making me (the customer) do all the running around.
> 筆obile number and alternate contact number: XXXX XXX XXX is the vodafone mobile number, XXXX XXX XXX is an alternative number (telstra)
>
> 菱andset make/model (if using an iPhone please insure that you are using the latest software as this can effect coverage in most cases): I am using an iphone with XXXXXXXXXX the Vodafone number.
>
> 姫rovide address including postcode where problem is experienced with the nearest cross road as the street directory does not always cover these locations. As per my initial coverage complaint the area affected by coverage issues includes; XXXXXXXXXXXXXX, Richlands QLD, XXXXXXXXXXXXXX, Richlands QLD, Logan Motorway at the Centenary Highway exit. General Postcode for this area is 4077.
>
> 髭xplain the coverage issue - is there no/low signal strength, quality problems, bad audio or frequent dropouts? Please provide three specific examples including date/times this has occurred?
> 1. Monday 24/05/2010 - low signal strength dropping to read "NO SIGNAL" on regular occasions both outside and inside building NO 3G coverage at all.
> 2. Tuesday 25/05/2010 - low signal strength dropping to read "NO SIGNAL" on regular occasions both outside and inside building NO 3G coverage at all.
> 3. Wednesday 26/05/2010 - same as above
> 4. Thursday 27/05/2010 - same as above
> 5. Friday 28/05/2010 - same as above
>
> 肘s the problem a degradation or has it always been present? If degradation, provide approximate date and time that the problem began: I have spoken to other persons in the area and they advised that coverage in the area had always been pathetic and a bit hit and miss.
>
> 疋oes the phone work in other locations: Yes, the phone works in other locations, but the fact I work in the area it means I spend a large part of my day in the area with no Vodafone coverage.
>
> 疋oes the problem occur when receiving or making calls, or both: Both - the problem seems to exist all day.
>
> 疋oes problem only occur to/from a specific number, landline, specific mobile carrier or all numbers: Yes, Vodafone - Telstra coverage in the area is 100%, Vodafone coverage in the area sucks.
>
> 疋oes the problem occur inside, outside or both? If inside is this a multi storey building and what level are you on? Occurs inside and out of building, inside on ground level and on first floor - no coverage, outside in the open - no coverage, driving in my car along the roads listed above - no coverage
>
> 菱ow many bars of signal strength are on the phone? Generally none, however will occasionally display 1 bar - NO 3G
>
> 姫lease advise whether your phone indicates reception on the 3G or 2G network? Does not indicate reception of 3G at all in the area
>
> 肘f 3G, please advise whether the issue continues when manually selecting service with the 2G network? N/A
>
> 姫lease check and confirm the coverage received with your SIM card in another handset? Please also supply the handset type. - Nokia still crap Vodafone coverage in the area.
>
> 姫lease check and confirm the coverage received with another Vodafone SIM in your handset? Will you send me another Vodafone SIM to trail? I'm not going out to purchase another SIM only to find out it doesn't work either and then I'm stuck with it.
>
> Thank you again for actioning my coverage concern. I look forward to hearing how you intend to resolve this issue in order to retain me as a loyal Vodafone customer. If this issue is not resolved promptly I will be transferring to Telstra who appear to have perfect coverage in the area.
>
> Regards,
XXXXXXXXXX
------------------------------
Response (Emil) 31/05/2010 09:43 AM
Hi XXXXX,
Thank you for your email.
Please be advised you will need to provide your residential address as the coverage can only be investigated based on the address that you contracted with.
Can you also please provide the nearest cross street to your residential address.
You will also need to provide three specific coverage issues within the past 72 hours.
Kind regards,
Emil
Correspondence Team
--------------------
Customer (XXXXXXXXXXXXXXX) 31/05/2010 06:42 PM
To whom it concerns,
I think you fail to understand the actual coverage concern I have raised - it has nothing to do with my residential address (therefore I will not be providing it for you) - my phone works fine at home, along with many other areas. The purpose of my original email was to highlight that you have a coverage blackspot in the area in which I work. I have next to no reception on my iphone when I am in XXXXXXXXXXXX, Richlands Queensland.
This really is a simple matter that could easily be resolved by:
a) Vodafone sending a technician to XXXXXXXXXXXX, Richlands to test coverage
b) identifying a lack of coverage in the area
c) admitting there is a coverage issue and updating your "coverage map" to suit
d) rectifying the issue and improving coverage in this area.
As I have said in previous correspondence (but I will repeat myself incase you didn't read the first time - Telstra mobile coverage is 100% in XXXXXXXXXXXX - both indoors and out side. Vodafone coverage in XXXXXXXXXXXXXX is pathetic to say the least.
I have been a Vodafone customer for many years, and quite frankly if Vodafone continue to send me emails making this a drawn out process and making silly excuses I will sooner transfer my account to Telstra and encourage all within my networks to change from Vodafone too.
Vodafone - I am giving you the opportunity to value your customer and retain me. If coverage in the area is improved I will have no problems continuing to be a Vodafone customer. If coverage is not improved in the region I will no longer be your customer. Therefore the outcome is in your hands.
What I fail to understand is why Telstra coverage can be perfect! And after all these years Vodafone coverage isn't on par.
Your speedy response is greatly appreciated,
XXXXXXXXX
---------------------------
Response (Emil) 01/06/2010 08:26 AM
Hi XXXXXX,
Please be advised in order for me to be able to raise a Service Request for our technicians to investigate I will require you to provide the specific addresses that the coverage issues are experienced along with three examples over the past 72 hours for each of the addresses as without this information the Service Request will be declined.
Kind regards,
Emil
Correspondence Team
------------------------
Customer (XXXXXXXXXXXXX) 01/06/2010 09:43 PM
> Dear Vodafone,
Thank you for your response. The specific address is XXXXXXXXXX Richlands Queensland - thats pretty specific to me. The entire street! But if you really require a pin pointed located a good place to start is XXXXXXXXXXXXXXX Richlands.
Secondly - three examples have been provided previously with the coverage complaint - but for your reference I have copied them below -
> 1. Monday 24/05/2010 - low signal strength dropping to read "NO SIGNAL" on regular occasions both outside and inside building NO 3G coverage at all.
> 2. Tuesday 25/05/2010 - low signal strength dropping to read "NO SIGNAL" on regular occasions both outside and inside building NO 3G coverage at all.
> 3. Wednesday 26/05/2010 - same as above
> 4. Thursday 27/05/2010 - same as above
> 5. Friday 28/05/2010 - same as above
Look forward to hearing your response this time - as I have said this is your opportunity to retain me as a valued customer of Vodafone. This process of emailing back and forth having me answer countless questions that could easily be obtained if you sent a technician out to the location specified to investigate signal strength is not a very good example of the efficiencies of Vodafone, nor is it a good reflection on the value that Vodafone place on their Customers.
XXXXXXXXXXXXX
------------------------------
Response (Emil) 02/06/2010 07:12 AM
Hi XXXXXXX,
As previously requested I require 3 coverage issue examples within the last 72 hours.
I advise that a technician is sent through the area once a Service Request has been raised however as the information requested is yet to be provided a Service Request has not been submitted.
Kind regards,
Emil
Correspondence Team
-------------------------------
Customer (XXXXXXXXXXX) 02/06/2010 07:28 AM
> This is ridiculous. Shall I bold the FIVE examples of coverage issues below so that you understand that I have provided them now on 3 occasions!
1. Monday 24/05/2010 - low signal strength dropping to read "NO SIGNAL" on regular occasions both outside and inside building NO 3G coverage at all.
> 2. Tuesday 25/05/2010 - low signal strength dropping to read "NO SIGNAL" on regular occasions both outside and inside building NO 3G coverage at all.
> 3. Wednesday 26/05/2010 - same as above
> 4. Thursday 27/05/2010 - same as above
> 5. Friday 28/05/2010 - same as above
Obviously all the above mean there is no COVERAGE on a regular basis which means I cannot use the phone nor receive emails etc... because the COVERAGE is so inconsistent in Richlands Queensland.
Hopefully this meets your needs to raise a request now. Where are you based to not understand what I have written?
Regards,
XXXXXXXXXXX
----------------------
Customer (XXXXXXXX) 02/06/2010 07:59 AM
> Emil,
Within the previous 72 hours the dates on the initial examples provided could simply be changed.
1. Monday 31/06/2010 - low signal strength dropping to read "NO SIGNAL" on regular occasions both outside and inside building NO 3G coverage at all.
> 2. Tuesday 01/06/2010 - low signal strength dropping to read "NO SIGNAL" on regular occasions both outside and inside building NO 3G coverage at all.
> 3. Wednesday 02/06/2010 - same as above
Hope this helps,
Please let me know the outcome.
Regards,
XXXXXXXXX
----------------------------
Response (Emil) 02/06/2010 01:36 PM
Hi XXXXXXXXX,
Please be advised that a Service Request has been raised with our technicians outlining the issues regarding Network coverage in the area/s you have specified.
Your reference number is XXXXXXXXXXXXXX. Please quote this number when making reference to your report.
I will contact you upon the outcome of your CPD report.
Kind regards,
Emil
Correspondence Team
------------------
Still NO response!
Email conversation appears below - in date order.
-----------------------
Response (Emil) 28/05/2010 11:02 AM
Hi XXXX,
Thank you for your email.
I regret to hear of the difficulties you are experiencing with network coverage in the areas you have specified. Vodafone endeavours to provide quality service to our customers where possible. To enable me to submit a service request for our technicians to investigate the coverage issues you have outlined, please supply the following information.
筆obile number and alternate contact number
菱andset make/model (if using an iPhone please insure that you are using the latest software as this can effect coverage in most cases)
姫rovide address including postcode where problem is experienced with the nearest cross road as the street directory does not always cover these locations.
髭xplain the coverage issue - is there no/low signal strength, quality problems, bad audio or frequent dropouts? Please provide three specific examples including date/times this has occurred?
肘s the problem a degradation or has it always been present? If degradation, provide approximate date and time that the problem began.
疋oes the phone work in other locations?
疋oes the problem occur when receiving or making calls, or both?
疋oes problem only occur to/from a specific number, landline, specific mobile carrier or all numbers?
疋oes the problem occur inside, outside or both? If inside is this a multi storey building and what level are you on?
菱ow many bars of signal strength are on the phone?
姫lease advise whether your phone indicates reception on the 3G or 2G network?
肘f 3G, please advise whether the issue continues when manually selecting service with the 2G network?
姫lease check and confirm the coverage received with your SIM card in another handset? Please also supply the handset type.
姫lease check and confirm the coverage received with another Vodafone SIM in your handset?
Please add any additional information that may assist in resolving your issue.
I look forward to hearing from you soon.
Kind regards,
Emil
Correspondence Team
---------------------
Customer (XXXXXX) 29/05/2010 12:13 AM
Dear Vodafone,
Thank you for your kind reply.
Please find following the answers to the many questions you surely could have investigated and answered yourself instead of making me (the customer) do all the running around.
> 筆obile number and alternate contact number: XXXX XXX XXX is the vodafone mobile number, XXXX XXX XXX is an alternative number (telstra)
>
> 菱andset make/model (if using an iPhone please insure that you are using the latest software as this can effect coverage in most cases): I am using an iphone with XXXXXXXXXX the Vodafone number.
>
> 姫rovide address including postcode where problem is experienced with the nearest cross road as the street directory does not always cover these locations. As per my initial coverage complaint the area affected by coverage issues includes; XXXXXXXXXXXXXX, Richlands QLD, XXXXXXXXXXXXXX, Richlands QLD, Logan Motorway at the Centenary Highway exit. General Postcode for this area is 4077.
>
> 髭xplain the coverage issue - is there no/low signal strength, quality problems, bad audio or frequent dropouts? Please provide three specific examples including date/times this has occurred?
> 1. Monday 24/05/2010 - low signal strength dropping to read "NO SIGNAL" on regular occasions both outside and inside building NO 3G coverage at all.
> 2. Tuesday 25/05/2010 - low signal strength dropping to read "NO SIGNAL" on regular occasions both outside and inside building NO 3G coverage at all.
> 3. Wednesday 26/05/2010 - same as above
> 4. Thursday 27/05/2010 - same as above
> 5. Friday 28/05/2010 - same as above
>
> 肘s the problem a degradation or has it always been present? If degradation, provide approximate date and time that the problem began: I have spoken to other persons in the area and they advised that coverage in the area had always been pathetic and a bit hit and miss.
>
> 疋oes the phone work in other locations: Yes, the phone works in other locations, but the fact I work in the area it means I spend a large part of my day in the area with no Vodafone coverage.
>
> 疋oes the problem occur when receiving or making calls, or both: Both - the problem seems to exist all day.
>
> 疋oes problem only occur to/from a specific number, landline, specific mobile carrier or all numbers: Yes, Vodafone - Telstra coverage in the area is 100%, Vodafone coverage in the area sucks.
>
> 疋oes the problem occur inside, outside or both? If inside is this a multi storey building and what level are you on? Occurs inside and out of building, inside on ground level and on first floor - no coverage, outside in the open - no coverage, driving in my car along the roads listed above - no coverage
>
> 菱ow many bars of signal strength are on the phone? Generally none, however will occasionally display 1 bar - NO 3G
>
> 姫lease advise whether your phone indicates reception on the 3G or 2G network? Does not indicate reception of 3G at all in the area
>
> 肘f 3G, please advise whether the issue continues when manually selecting service with the 2G network? N/A
>
> 姫lease check and confirm the coverage received with your SIM card in another handset? Please also supply the handset type. - Nokia still crap Vodafone coverage in the area.
>
> 姫lease check and confirm the coverage received with another Vodafone SIM in your handset? Will you send me another Vodafone SIM to trail? I'm not going out to purchase another SIM only to find out it doesn't work either and then I'm stuck with it.
>
> Thank you again for actioning my coverage concern. I look forward to hearing how you intend to resolve this issue in order to retain me as a loyal Vodafone customer. If this issue is not resolved promptly I will be transferring to Telstra who appear to have perfect coverage in the area.
>
> Regards,
XXXXXXXXXX
------------------------------
Response (Emil) 31/05/2010 09:43 AM
Hi XXXXX,
Thank you for your email.
Please be advised you will need to provide your residential address as the coverage can only be investigated based on the address that you contracted with.
Can you also please provide the nearest cross street to your residential address.
You will also need to provide three specific coverage issues within the past 72 hours.
Kind regards,
Emil
Correspondence Team
--------------------
Customer (XXXXXXXXXXXXXXX) 31/05/2010 06:42 PM
To whom it concerns,
I think you fail to understand the actual coverage concern I have raised - it has nothing to do with my residential address (therefore I will not be providing it for you) - my phone works fine at home, along with many other areas. The purpose of my original email was to highlight that you have a coverage blackspot in the area in which I work. I have next to no reception on my iphone when I am in XXXXXXXXXXXX, Richlands Queensland.
This really is a simple matter that could easily be resolved by:
a) Vodafone sending a technician to XXXXXXXXXXXX, Richlands to test coverage
b) identifying a lack of coverage in the area
c) admitting there is a coverage issue and updating your "coverage map" to suit
d) rectifying the issue and improving coverage in this area.
As I have said in previous correspondence (but I will repeat myself incase you didn't read the first time - Telstra mobile coverage is 100% in XXXXXXXXXXXX - both indoors and out side. Vodafone coverage in XXXXXXXXXXXXXX is pathetic to say the least.
I have been a Vodafone customer for many years, and quite frankly if Vodafone continue to send me emails making this a drawn out process and making silly excuses I will sooner transfer my account to Telstra and encourage all within my networks to change from Vodafone too.
Vodafone - I am giving you the opportunity to value your customer and retain me. If coverage in the area is improved I will have no problems continuing to be a Vodafone customer. If coverage is not improved in the region I will no longer be your customer. Therefore the outcome is in your hands.
What I fail to understand is why Telstra coverage can be perfect! And after all these years Vodafone coverage isn't on par.
Your speedy response is greatly appreciated,
XXXXXXXXX
---------------------------
Response (Emil) 01/06/2010 08:26 AM
Hi XXXXXX,
Please be advised in order for me to be able to raise a Service Request for our technicians to investigate I will require you to provide the specific addresses that the coverage issues are experienced along with three examples over the past 72 hours for each of the addresses as without this information the Service Request will be declined.
Kind regards,
Emil
Correspondence Team
------------------------
Customer (XXXXXXXXXXXXX) 01/06/2010 09:43 PM
> Dear Vodafone,
Thank you for your response. The specific address is XXXXXXXXXX Richlands Queensland - thats pretty specific to me. The entire street! But if you really require a pin pointed located a good place to start is XXXXXXXXXXXXXXX Richlands.
Secondly - three examples have been provided previously with the coverage complaint - but for your reference I have copied them below -
> 1. Monday 24/05/2010 - low signal strength dropping to read "NO SIGNAL" on regular occasions both outside and inside building NO 3G coverage at all.
> 2. Tuesday 25/05/2010 - low signal strength dropping to read "NO SIGNAL" on regular occasions both outside and inside building NO 3G coverage at all.
> 3. Wednesday 26/05/2010 - same as above
> 4. Thursday 27/05/2010 - same as above
> 5. Friday 28/05/2010 - same as above
Look forward to hearing your response this time - as I have said this is your opportunity to retain me as a valued customer of Vodafone. This process of emailing back and forth having me answer countless questions that could easily be obtained if you sent a technician out to the location specified to investigate signal strength is not a very good example of the efficiencies of Vodafone, nor is it a good reflection on the value that Vodafone place on their Customers.
XXXXXXXXXXXXX
------------------------------
Response (Emil) 02/06/2010 07:12 AM
Hi XXXXXXX,
As previously requested I require 3 coverage issue examples within the last 72 hours.
I advise that a technician is sent through the area once a Service Request has been raised however as the information requested is yet to be provided a Service Request has not been submitted.
Kind regards,
Emil
Correspondence Team
-------------------------------
Customer (XXXXXXXXXXX) 02/06/2010 07:28 AM
> This is ridiculous. Shall I bold the FIVE examples of coverage issues below so that you understand that I have provided them now on 3 occasions!
1. Monday 24/05/2010 - low signal strength dropping to read "NO SIGNAL" on regular occasions both outside and inside building NO 3G coverage at all.
> 2. Tuesday 25/05/2010 - low signal strength dropping to read "NO SIGNAL" on regular occasions both outside and inside building NO 3G coverage at all.
> 3. Wednesday 26/05/2010 - same as above
> 4. Thursday 27/05/2010 - same as above
> 5. Friday 28/05/2010 - same as above
Obviously all the above mean there is no COVERAGE on a regular basis which means I cannot use the phone nor receive emails etc... because the COVERAGE is so inconsistent in Richlands Queensland.
Hopefully this meets your needs to raise a request now. Where are you based to not understand what I have written?
Regards,
XXXXXXXXXXX
----------------------
Customer (XXXXXXXX) 02/06/2010 07:59 AM
> Emil,
Within the previous 72 hours the dates on the initial examples provided could simply be changed.
1. Monday 31/06/2010 - low signal strength dropping to read "NO SIGNAL" on regular occasions both outside and inside building NO 3G coverage at all.
> 2. Tuesday 01/06/2010 - low signal strength dropping to read "NO SIGNAL" on regular occasions both outside and inside building NO 3G coverage at all.
> 3. Wednesday 02/06/2010 - same as above
Hope this helps,
Please let me know the outcome.
Regards,
XXXXXXXXX
----------------------------
Response (Emil) 02/06/2010 01:36 PM
Hi XXXXXXXXX,
Please be advised that a Service Request has been raised with our technicians outlining the issues regarding Network coverage in the area/s you have specified.
Your reference number is XXXXXXXXXXXXXX. Please quote this number when making reference to your report.
I will contact you upon the outcome of your CPD report.
Kind regards,
Emil
Correspondence Team
------------------
Still NO response!