26 Mar 2012 - Update Highest Rated Pain Stories Highest Rated Gain Stories Vodafail Local Facebook Page
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)
Share on facebook
17653 Someone from NSW thinks vodafone is Big Time at 3 May 2011 09:10:58 PM
My Iphone gone faulty on Sunday morning, couldn't hear anything from the headset.
Called the customer service, under 28 days warranty I could go back to the store and swap with new one.
Not knowing that the store that I purchased from is 'dealer' store which unable to swap the phone on the same day (required 2-3 days to check and swap the phone), then I called the customer service back, and he advised to go to the Top Ryde retail store instead and he also mentioned that he will put notes on my account explaining the issue.
When I arrived in the Top Ryde retail store, met with 'not so enthusiast' rep, I told them about the iphone issue, without even hade my iphone checked he barely refused to do the swap as I did not purchase the phone in his store. I asked him nicely to check the note in my account, and I even had to make another phonecall to customer service and again explain the situation. I even asked the customer service to talk to the store rep which did not seem interested helping out 'vodafail' customer.
Then the customer service told me that he had put 'authorised note by the manager' to do the swap, but the 'retail' store still refused with reason that that did not comply with the store's policy (How come they have dual conflicting policy in the Vodafail?). Wondering what the point the customer service putting that 'authorised note' in the system if the store didn't even comply with it??? ... really that Top Ryde Vodafail store sucks big time!
Spent 2.5 hours running back forth between 2 stores and on the phone with 4 differents cust services, I gone home empty handed still with the faulty iphone.
At home again I contacted the customer service, told him everything happpened that day, about rejection and poor customer service on Top Ryde store. He promised me to escalate the problem and get his manager to call me back the next day.
Next day I got the manager called me, he told me that he was going to call the Top Ryde store to let me swap the phone. Wait for 5 mins he said okay to do the swap on that store, but I had to do it today.
I told him that was impossible where I just finished work at 6, as would the store. He tried to convince me if I didnt get there today that 29 days warranty would be void which dont make any sense as I was still under the warranty until the next week, and even more I had tried to swap the phone the day before, so I told him back that your threat was irrelevant and weak.
AT the end he said ok for me to go to the store until the end of this week.

It's been just too much bullsh1t with Vodafail!
ps: TIO will contact you soon :)
5 May 2011 08:45:50 PM: This is a legitamate good story that actually makes sense. You did eveything that was asked and were given false promises it seems. I hope things do work out for you mate as this is a painful experience to go through especially dealing with loads of people. A good tip is to try and speak with one person if possible and if the first time it fails ask to speak with managment earlier but hey you defaintely got treated badly here.
5 May 2011 10:12:45 PM: As promised on 1/5/11, someone called me from Vodafone. He asked me about the store details and rang the store. After being held for 15mins, he got back to me and said that the store now has agreed to swap the phone, he asked me to come back to the store today (store closed at 6pm). I told him that didnt make any sense, as I finished work at 6, but I told him that I'd come on Thursday (store closed at 9pm and he said okay.
I also had press him to make sure I wouldnt face any more refusal from the store to swap the phone, and he'd agreed with that.

Today 5/05/11, I come back to the store and met the manager, and still have the same refusal, they refuse to swap the phone with the same awesome reason. I told him I wouldn't come back to the store to be refused if the customer care didnt say that I could come back.

And this is the best part, ... I asked him to call the customer care to put his argument with them, and after 2 mins waiting on the phone he told me "it's gonna be 20 mins mate" ( ha ha ha, now you know how awful waiting to speak to your own customer care).

They had their own argument, but again as the store is the side who can decide, they decide not to swap the phone....

I have no other choice, .. TIO will receive my 2nd complaint....