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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16633 Someone from VIC thinks vodafone is Pretty fail at 3 Apr 2011 01:47:35 PM
I've never been able to access the My Vodafone web service to check my spend. It's pretty annoying, but it was never a problem until last week.
My girlfriend's in Malaysia and I've needed to make international calls, which are included in my cap. I was told multiple times (three seperate occasions) by Vodafone reps from the Bourke/Swanston Street store in Melbourne that my credit refreshed on the 14th of every month - thinking this was correct, I made a long international call on the 14th of March.
The info they gave me was incorrect, my credit refreshed on the 15th, and I went over my cap by 330 dollars after they'd marked it up.
I went in the next day, and was told by a rep named Alex that he'd have it sorted out for me in 48 hours. He said he'd call. After 10 days, he hadn't. So I went in again, and spoke to a rep named Mai, who said she'd have it sorted out for me within 24 hours. Didn't hear from her for a week.
Went in again, and it turns out one of their teams had sent an email regarding my bill saying that they were going to apply my 330 dollar call to my current month's allowance, having not told me for more than 17 days of regular usage. This, obviously would have sent me over again. I told the guy - Alan, from the South Melbourne store - that was completely inappropriate, seeing as I came in to resolve it the day after it happened. He told me the same old shit - he'd have it resolved in 24 hours.
Surprise surprise, next day I didn't hear from him. I tried calling the South Melbourne store literally 30+ times that day, and eventually gave up and called 1555 to take my chances. I told that stupid voice recognition thing "CANCEL" and it sent me through to customer retention. I explained my situation to the lady, threatened to go to the TIO and after about ten minutes of going through what had happened she refunded me the money.
So the lesson to take from this is -
The staff at the Bourke/Swanston street store are fucking retarded, don't care about customer service and don't take issues seriously. Alan from the South Melbourne store called me three days after I'd got it resolved on the phone to try and take credit for getting me the call refunded, until I told him I'd had to do it myself and hung up.
The main lesson is just scream bloody murder and TIO until they give you a reasonable outcome. I don't like doing that, and it's important to stress to the reps you deal with that you're not angry at them, but the situation and the service you've received. But my threat to go to the TIO wasn't an empty one, and you should definitely do it if they give you the run around like they did me.
Good luck
Matt
My girlfriend's in Malaysia and I've needed to make international calls, which are included in my cap. I was told multiple times (three seperate occasions) by Vodafone reps from the Bourke/Swanston Street store in Melbourne that my credit refreshed on the 14th of every month - thinking this was correct, I made a long international call on the 14th of March.
The info they gave me was incorrect, my credit refreshed on the 15th, and I went over my cap by 330 dollars after they'd marked it up.
I went in the next day, and was told by a rep named Alex that he'd have it sorted out for me in 48 hours. He said he'd call. After 10 days, he hadn't. So I went in again, and spoke to a rep named Mai, who said she'd have it sorted out for me within 24 hours. Didn't hear from her for a week.
Went in again, and it turns out one of their teams had sent an email regarding my bill saying that they were going to apply my 330 dollar call to my current month's allowance, having not told me for more than 17 days of regular usage. This, obviously would have sent me over again. I told the guy - Alan, from the South Melbourne store - that was completely inappropriate, seeing as I came in to resolve it the day after it happened. He told me the same old shit - he'd have it resolved in 24 hours.
Surprise surprise, next day I didn't hear from him. I tried calling the South Melbourne store literally 30+ times that day, and eventually gave up and called 1555 to take my chances. I told that stupid voice recognition thing "CANCEL" and it sent me through to customer retention. I explained my situation to the lady, threatened to go to the TIO and after about ten minutes of going through what had happened she refunded me the money.
So the lesson to take from this is -
The staff at the Bourke/Swanston street store are fucking retarded, don't care about customer service and don't take issues seriously. Alan from the South Melbourne store called me three days after I'd got it resolved on the phone to try and take credit for getting me the call refunded, until I told him I'd had to do it myself and hung up.
The main lesson is just scream bloody murder and TIO until they give you a reasonable outcome. I don't like doing that, and it's important to stress to the reps you deal with that you're not angry at them, but the situation and the service you've received. But my threat to go to the TIO wasn't an empty one, and you should definitely do it if they give you the run around like they did me.
Good luck
Matt
4 Apr 2011 07:38:43 AM: I feel your pain. Unfortunately most telco stores (regardless of carrier) are set up purely for sales and don't have sufficient in-store processes in place for escalations. Generally customer enquiries are pointed towards in call centers. So whilst staff should definitely take responsibility for their own customers, they aren't exactly given the right support. On that note, some stores do have great customer service so I may be wrong.