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Adam Brimo
Share Your Pain
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19266 Someone from VIC thinks vodafone is MISLEADING ADVERTISING at 25 Aug 2011 06:10:44 PM
*** VHA SELLS MOBILES WHICH IT IS FULLY AWARE ARE FAULTY ***
I upgraded online from Pre-Paid to Post Paid and could select either a Nokia N97 Mini or iPhone3 @ $29 per month & simply ticked the box for $9.90 p/mth insurance. I completed the order online & received the phone a week later. I have had ENDLESS issues with the mobile and sent it for repair, only to get it back functioning more erratic than before. (Naturally I was reluctant to send it for a 2nd attempt) I did notice they sent it to the VHA workshop & not Nokia which is where it should have gone. Hmmm
Whilst I waited 2 weeks for it's return, I did some research online and discovered many levels of complaints regarding the full sized N97 model, which the mini was purported to have fixed. Then I discovered the same issues with Connectivity, Software upgrades and Browser limitations with the mini model also. The advertising said I could watch videos online but experienced "Upgrade Flash Player" which the handset wouldn't allow.
According to the plethora of information, it seems both Nokia AND Vodafone are well aware of the technical issues with BOTH these handsets, yet continued to sell them in stores nationally. (Sometimes @ premium rates)
I grit and bared it until a month later my mobile fell out of my pocket whilst washing up and I had to call to claim my Insurance. I was told I had to pay an excess of $50 if they repaired it (waiting up to 2wks minimum) or $175 if they replaced the handset completely. Now, I did NOT receive ANY information during sign-up or with the received documentation about any excess for insurance, I had simply ticked a box. I was practically accused of lying by one operator & promised a callback by a Team Leader.
After numerous calls being referred from Insurance to Customer Service to Direct back and forth, no one could give me a explanation. I ended up eventually speaking with a team called "WIN- BACK". I explained I refused to pay any excess and if so, requested cancellation of the contract under Trade Practices (Misleading & unconscionable conduct) which had been advised by TIO.
I was told by Vodafone ... "Too bad, You will have to pay the Termination Fee." I explained seeing the handset was water logged it would no doubt be the $175 so if they were going to charge me for it anyway, then I requested to attend my local store and obtain a different model. They accepted this and I ensured a Reference Number to streamline the process.
Apart from a minor delay in obtaining consent in-store (wasn't in notes), I requested a Samsung Galaxy S2 which would require an upgrade from $29 - $59 per month which was refused due to my bill not being paid (per instructions from the TIO until matter was resolved). You would think this would have been an opportunity for Vodafone to not only resolve a customer complaint but obtain MORE business? I eventually chose the Nexus S on the same plan with insurance (wasn't taking any further chances)
I received a phone call later that day from an authorised VHA rep to tell me they were crediting me $50 toward the $175 replacement cost. Whilst this was a very nice gesture, the fact that I have to pay an excess at all is ridiculous.
I am in the process of consulting legal counsel to determine if Vodafone Hutchinson Australia can be prosecuted for selling mobile handsets when they are aware they are faulty. And also how customer can terminate their contracts due to this.
I'd be interested if anyone has any feedback, advise etc. Cheers.
Together in Solidarity
I upgraded online from Pre-Paid to Post Paid and could select either a Nokia N97 Mini or iPhone3 @ $29 per month & simply ticked the box for $9.90 p/mth insurance. I completed the order online & received the phone a week later. I have had ENDLESS issues with the mobile and sent it for repair, only to get it back functioning more erratic than before. (Naturally I was reluctant to send it for a 2nd attempt) I did notice they sent it to the VHA workshop & not Nokia which is where it should have gone. Hmmm
Whilst I waited 2 weeks for it's return, I did some research online and discovered many levels of complaints regarding the full sized N97 model, which the mini was purported to have fixed. Then I discovered the same issues with Connectivity, Software upgrades and Browser limitations with the mini model also. The advertising said I could watch videos online but experienced "Upgrade Flash Player" which the handset wouldn't allow.
According to the plethora of information, it seems both Nokia AND Vodafone are well aware of the technical issues with BOTH these handsets, yet continued to sell them in stores nationally. (Sometimes @ premium rates)
I grit and bared it until a month later my mobile fell out of my pocket whilst washing up and I had to call to claim my Insurance. I was told I had to pay an excess of $50 if they repaired it (waiting up to 2wks minimum) or $175 if they replaced the handset completely. Now, I did NOT receive ANY information during sign-up or with the received documentation about any excess for insurance, I had simply ticked a box. I was practically accused of lying by one operator & promised a callback by a Team Leader.
After numerous calls being referred from Insurance to Customer Service to Direct back and forth, no one could give me a explanation. I ended up eventually speaking with a team called "WIN- BACK". I explained I refused to pay any excess and if so, requested cancellation of the contract under Trade Practices (Misleading & unconscionable conduct) which had been advised by TIO.
I was told by Vodafone ... "Too bad, You will have to pay the Termination Fee." I explained seeing the handset was water logged it would no doubt be the $175 so if they were going to charge me for it anyway, then I requested to attend my local store and obtain a different model. They accepted this and I ensured a Reference Number to streamline the process.
Apart from a minor delay in obtaining consent in-store (wasn't in notes), I requested a Samsung Galaxy S2 which would require an upgrade from $29 - $59 per month which was refused due to my bill not being paid (per instructions from the TIO until matter was resolved). You would think this would have been an opportunity for Vodafone to not only resolve a customer complaint but obtain MORE business? I eventually chose the Nexus S on the same plan with insurance (wasn't taking any further chances)
I received a phone call later that day from an authorised VHA rep to tell me they were crediting me $50 toward the $175 replacement cost. Whilst this was a very nice gesture, the fact that I have to pay an excess at all is ridiculous.
I am in the process of consulting legal counsel to determine if Vodafone Hutchinson Australia can be prosecuted for selling mobile handsets when they are aware they are faulty. And also how customer can terminate their contracts due to this.
I'd be interested if anyone has any feedback, advise etc. Cheers.
Together in Solidarity
It sounds like it's all been sorted out now but it was definitely a lot of effort. There is a class action investigation being conducted so it might be worth checking out.
Vodafail.com Moderation Team