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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18342 Someone from QLD thinks vodafone is Epic misleading fail. at 7 Jun 2011 11:16:47 PM
After hearing of the well priced deal for the new Nexus S phone, I decided that it would be worth it to go back to vodafail and see if their network had improved with their deals.
The online order failed to generate a confirmation number, but the following day I received an email from Online Store Team Leader Simone Coleman to say my order had been delayed. Fair enough, cool that they let me know. A few more days passed and I called the customer support number. After being bounced around department after department, I was told I would be called back. After I had not received a call the next day, I rang back and was again bounced around seemingly forever, where I was told there had been an IT problem and that my order would be manually processed. Cool, an answer.
The next day I received a call from a customer support member saying that it would be better to post a new order now the system was working again. I did that straight away. It generated the order, all seemed well. Two days later, I got a second confirmation - the manual order had finally been given an order number, now they were trying to send 2 phones.
After calling and emailing repeatedly, I managed to get the manual order cancelled, which they did by forcing a credit check failure. A few days later (bearing in mind the expected shipping date was 1-2 business days) I received an email stating the remaining order had been delayed. No reason, just delayed. The online tracking still listed the order for 1-2 business day shipping.
I then received 2 emails, containing separate bills for $0, which indicated that the post-paid accounts, both of them, had been opened and I was being billed as of this time.
I contacted support, who explained that the remaining order would be in my hands within 5 business days, and nothing was to stop me from getting my phone. 5 Business days later, no phone. I contacted them again and was told there would be another 5 business day delay, but I would definitely be receiving my phone. Yet another 5 business days passed, I emailed support again, and 2 days later, instead of responding to my email, another automated email came through telling me my credit check (which had supposedly cleared 2 weeks prior) had been declined.
For the record, I have notified Vodafone that I would be taking these events public to help prevent more people being sucked in by misleading support staff.
The online order failed to generate a confirmation number, but the following day I received an email from Online Store Team Leader Simone Coleman to say my order had been delayed. Fair enough, cool that they let me know. A few more days passed and I called the customer support number. After being bounced around department after department, I was told I would be called back. After I had not received a call the next day, I rang back and was again bounced around seemingly forever, where I was told there had been an IT problem and that my order would be manually processed. Cool, an answer.
The next day I received a call from a customer support member saying that it would be better to post a new order now the system was working again. I did that straight away. It generated the order, all seemed well. Two days later, I got a second confirmation - the manual order had finally been given an order number, now they were trying to send 2 phones.
After calling and emailing repeatedly, I managed to get the manual order cancelled, which they did by forcing a credit check failure. A few days later (bearing in mind the expected shipping date was 1-2 business days) I received an email stating the remaining order had been delayed. No reason, just delayed. The online tracking still listed the order for 1-2 business day shipping.
I then received 2 emails, containing separate bills for $0, which indicated that the post-paid accounts, both of them, had been opened and I was being billed as of this time.
I contacted support, who explained that the remaining order would be in my hands within 5 business days, and nothing was to stop me from getting my phone. 5 Business days later, no phone. I contacted them again and was told there would be another 5 business day delay, but I would definitely be receiving my phone. Yet another 5 business days passed, I emailed support again, and 2 days later, instead of responding to my email, another automated email came through telling me my credit check (which had supposedly cleared 2 weeks prior) had been declined.
For the record, I have notified Vodafone that I would be taking these events public to help prevent more people being sucked in by misleading support staff.
Has the above happened to anyone else and what was their result?
Vodafail.com Moderation Team