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) |
17910 Someone from SA thinks vodafone is Hit and miss at 12 May 2011 02:52:32 AM
I'll try not to come across as racist because I am far from it and I'm sure it's been said many times before. The Vodafone call centre is beyond a joke. I have been in contract with the company for 2 years now and have called them for a range of issues as I understand many things cannot be done in a retail store. Almost every time it is as if I am speaking to somebody with zero knowledge of their own product and absolutely no care for their customers. I have been rudely told the words "bad luck" when one of the call centre staff obviously had no interest in helping me when I had been misinformed.
I make sure to speak clearly, slowly and explain my requests or issues in a way that cannot be misunderstood. I am faced with advisors trying to transfer me to other departments (often an incorrect department who then transfer me again and again whilst I have to re-explain everything each time), putting me on hold for upwards of 15 minutes and even disconnecting the call.
I have had staff listen to my entire issue, put me on hold, then come back onto the phone after a long period and ask "so what is it you would like me to do for you" or even come back with a resolution for something entirely different to what I had just explained. It is as if they are reading from a script. Aren't they supposed to be the experts? Even I seem to know more than they do as a consumer!
Then last week I upgraded my phone. I was going to do this in a store but they were out of stock so I had the unfortunate circumstance of having to do this over the phone. I was transferred to an Australian department. They were incredible! They understood everything and it was completed in minutes. They were friendly and didn't sound like robots.
So is the solution to move the call centres back to Australia? Not necessarily, but I think there needs to be a much higher level of training in India and the culture of caring for customers needs to be drilled into their heads. I don't know how they treat consumers in their own country but it certainly isn't the standard here.
I make sure to speak clearly, slowly and explain my requests or issues in a way that cannot be misunderstood. I am faced with advisors trying to transfer me to other departments (often an incorrect department who then transfer me again and again whilst I have to re-explain everything each time), putting me on hold for upwards of 15 minutes and even disconnecting the call.
I have had staff listen to my entire issue, put me on hold, then come back onto the phone after a long period and ask "so what is it you would like me to do for you" or even come back with a resolution for something entirely different to what I had just explained. It is as if they are reading from a script. Aren't they supposed to be the experts? Even I seem to know more than they do as a consumer!
Then last week I upgraded my phone. I was going to do this in a store but they were out of stock so I had the unfortunate circumstance of having to do this over the phone. I was transferred to an Australian department. They were incredible! They understood everything and it was completed in minutes. They were friendly and didn't sound like robots.
So is the solution to move the call centres back to Australia? Not necessarily, but I think there needs to be a much higher level of training in India and the culture of caring for customers needs to be drilled into their heads. I don't know how they treat consumers in their own country but it certainly isn't the standard here.
12 May 2011 02:55:45 AM: And before anybody asks why I stayed with the company, I have many family and friends with Vodafone and enjoy the free calling, so fingers crossed that I have no more issues