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) |
17053 Someone from ACT thinks vodafone is Get mad, not even at 24 Apr 2011 09:30:11 PM
To all the poor people who had SMS problems today.....just break your contract...it's not that hard, you really don't deserve the grief! Again...
How to break your contract:
I found that sending WRITTEN CORRESPONDENCE was best, as their charter states that they have to reply in writing and that way you are not there all day talking to some wombat overseas with the risk of the call dropping out half way. At least with a letter you know how long it will take to get done.
Write to them at
Vodafone Customer Complaints
The Correspondence Team
PO Box 2580
Kingston DC, TAS 7050
and tell them what you would like - most likely, you want out of your contract because the poor service is unbearable. Tell them that you don't have all day to be on the phone to their technical staff and that the onus is not on you to prove that the service is poor - and in any case they are free to come around outside your residence and do some signal testing if they really want to be proactive.
Be clear and concise and outline what you feel to be appropriate resolution.
They will most likely provide a poor response, demonstrating that they haven't even read your letter properly. At this stage you elevate it to the TIO, having done your bit to resolve the problem.
If they suspend your service due to non-payment of your bill (like they did to me) you can remind them that the amount is in dispute and that they can't legally apply credit management action, but they probably still will.
Slowly but surely the TIO will contact you and ask if it's been resolved. You will probably hear from someone in the resolutions team who is actually competent and skilled in customer service, trying to help (remember that the TIO is like a gun to the head for them). In my case, they offered to cut my bill in half for the next two months, and if the service didn't improve I was free to walk - sounded reasonable. After finding the service worse than ever in the following week, I decided to call him back and advise that I wanted out now. He agreed - just asked me to return the handset.
In short, it's not hard to break your contract (from my experience) provided that you have a genuine problem, have tried to resolve it with them, are reasonably patient and methodical and involve the TIO at the right time.
Good luck
How to break your contract:
I found that sending WRITTEN CORRESPONDENCE was best, as their charter states that they have to reply in writing and that way you are not there all day talking to some wombat overseas with the risk of the call dropping out half way. At least with a letter you know how long it will take to get done.
Write to them at
Vodafone Customer Complaints
The Correspondence Team
PO Box 2580
Kingston DC, TAS 7050
and tell them what you would like - most likely, you want out of your contract because the poor service is unbearable. Tell them that you don't have all day to be on the phone to their technical staff and that the onus is not on you to prove that the service is poor - and in any case they are free to come around outside your residence and do some signal testing if they really want to be proactive.
Be clear and concise and outline what you feel to be appropriate resolution.
They will most likely provide a poor response, demonstrating that they haven't even read your letter properly. At this stage you elevate it to the TIO, having done your bit to resolve the problem.
If they suspend your service due to non-payment of your bill (like they did to me) you can remind them that the amount is in dispute and that they can't legally apply credit management action, but they probably still will.
Slowly but surely the TIO will contact you and ask if it's been resolved. You will probably hear from someone in the resolutions team who is actually competent and skilled in customer service, trying to help (remember that the TIO is like a gun to the head for them). In my case, they offered to cut my bill in half for the next two months, and if the service didn't improve I was free to walk - sounded reasonable. After finding the service worse than ever in the following week, I decided to call him back and advise that I wanted out now. He agreed - just asked me to return the handset.
In short, it's not hard to break your contract (from my experience) provided that you have a genuine problem, have tried to resolve it with them, are reasonably patient and methodical and involve the TIO at the right time.
Good luck