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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18744 Someone from WA thinks vodafone is Feedback to Vodaphone at 15 Jul 2011 11:35:25 PM
I was cold-called one saturday morning by someone from Vodaphone when I was still with 3, and told by the rep that Vodaphone had bought 3 and as a result all their customers were being "encouraged" to move to Vodaphone. He had my access details, phone plan details, and full account information, and identified Vodaphone plans that would provide everything plus more that our 3 accounts would. I had concerns about the Vodaphone network since we have several friends who have experienced such poor reception that they have moved to another network - he "looked up" our address and told us our signal would be much better. He also made the transfer sound painless since it would be an internal transfer.
The deal sounded like it was inevitable since 3 and Vodaphone were going to be the same, everyone would have to transfer sometime, and everything would be matched or better than for 3, so I signed up. We received SIM cards in the mail about a week later, and switched over.
We had some initial problems with MMS messages because no one told us that our phone settings needed to be changed for the new network, the staff in our local Vodaphone store fixed this for us.
Whilst in the store I have learned that one of the key features of the 3 deal is not available under Vodaphone - with 3 when you are overseas on a 3 network in that country your calls are considered as though you are in Australia - which was attractive since we travel to the UK and Europe and want that feature, this is apparently not available on Vodaphone.
I have also just been charged over $900 by 3 for leaving thir network without telling them. They will refund it but only after a long and heated discussion with them. Basically Vodaphone salesman sold the deal as though it was one company, and you would take care of the transfer - BUT 3 levy a large charge unless their customers inform them, which I didn't do since I was told that this wasn't necessary. Whilst I will be refunded I will have the inconvenience of no money until it is refunded, and have incurred bank charges for going overdrawn - which is unfair since Vodaphone have caused this.
AND, apart from all the hassle I have had to do (and am still dealing with) to effect a "seamless internal" transfer my wife has such poor receotion in her place of work that her mobile is useless during the day. Since she works in the centre of Perth city approx 50m from your nearest store this doesn't reflect well on your network. I have also experienced far more dropouts and low signals than I ever had with 3.
My main complaint is that your salesteam made it sound like there was no option but to switch, that the switch would be completely painless, and that every aspect of our current contracts would be the same or better. If it had been just a telesales I would have hung up, but they had full access to 3's systems and therefore sounded very official.
As a result of your actions I feel very strongly that we have been lied to, and wish that I had never taken your call. Since your network is worse than 3's in the centre of Perth, South Perth, and Victoria Park it is virtually useless for us. I would like to switch back to 3 - but since it will become Vodaphone in the future this is pointless, and means that we will no have option but to transfer to Telstra.
I would appreciate your comments, an apology for your telesales team, and an assurance that 3 customers will not be contacted in this way again. I have complained to 3 about this and will follow up with them.
The deal sounded like it was inevitable since 3 and Vodaphone were going to be the same, everyone would have to transfer sometime, and everything would be matched or better than for 3, so I signed up. We received SIM cards in the mail about a week later, and switched over.
We had some initial problems with MMS messages because no one told us that our phone settings needed to be changed for the new network, the staff in our local Vodaphone store fixed this for us.
Whilst in the store I have learned that one of the key features of the 3 deal is not available under Vodaphone - with 3 when you are overseas on a 3 network in that country your calls are considered as though you are in Australia - which was attractive since we travel to the UK and Europe and want that feature, this is apparently not available on Vodaphone.
I have also just been charged over $900 by 3 for leaving thir network without telling them. They will refund it but only after a long and heated discussion with them. Basically Vodaphone salesman sold the deal as though it was one company, and you would take care of the transfer - BUT 3 levy a large charge unless their customers inform them, which I didn't do since I was told that this wasn't necessary. Whilst I will be refunded I will have the inconvenience of no money until it is refunded, and have incurred bank charges for going overdrawn - which is unfair since Vodaphone have caused this.
AND, apart from all the hassle I have had to do (and am still dealing with) to effect a "seamless internal" transfer my wife has such poor receotion in her place of work that her mobile is useless during the day. Since she works in the centre of Perth city approx 50m from your nearest store this doesn't reflect well on your network. I have also experienced far more dropouts and low signals than I ever had with 3.
My main complaint is that your salesteam made it sound like there was no option but to switch, that the switch would be completely painless, and that every aspect of our current contracts would be the same or better. If it had been just a telesales I would have hung up, but they had full access to 3's systems and therefore sounded very official.
As a result of your actions I feel very strongly that we have been lied to, and wish that I had never taken your call. Since your network is worse than 3's in the centre of Perth, South Perth, and Victoria Park it is virtually useless for us. I would like to switch back to 3 - but since it will become Vodaphone in the future this is pointless, and means that we will no have option but to transfer to Telstra.
I would appreciate your comments, an apology for your telesales team, and an assurance that 3 customers will not be contacted in this way again. I have complained to 3 about this and will follow up with them.
29 Jul 2011 11:17:29 PM: Thank you so much for posting your comment. My husband and I are "3" customers who have been cold called by Vodaphone and encouraged to transfer across (& as you've highlighted, they have implied that this transfer is inevitable). We will not be changing our current contact, based on your experience!!! (& will change services once our current contract expires or the 3 service declines).