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 Gain

ACT (25)Everywhere (404)NSW (170)NT (3)QLD (65)SA (16)Somewhere else (6)TAS (5)VIC (86)WA (28)
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19645 Someone from NSW thinks their gain is a great result at 10 Oct 2011 10:20:40 PM
I got into quite a pickle with a 3 -> Vodafail transition & lack of service, but thanks to this site I managed to get out of the contract which still had the best part of 22 months to run!
Vodafail.com - thank you so much, you've saved me 2 years of hardship that was making me feel physically sick - if I could buy you a beer I would :)
10 Oct 2011 10:22:23 PM: oh, I should mention I had to escalate the matter to the TIO, but thanks to the guidance here my complaint was spot-on, almost clinical & Vodafail had no choice but to yield
11 Oct 2011 05:40:11 PM: Hi,

Can you share what you said to get your result?

12 Oct 2011 09:04:43 AM: happy to, but it's a lengthy set of emails inappropriate to dump everything here ... but in a nut shell;
- I was promised (by 3) the Vodafail network was far superior to the 3 network when I was forced across with the upgrade
- turned out the actual experience was it fell way short of that, the truth is, I didn't want or need it to be better, I just needed it to be as good & it wasn't
- so I gave them the broken record, "you promised a service that's not being delivered - I want out from my contract"
- I got a total of five responses (three in writing) from Vodafail (& one non-response) saying "no, we can't release you from your contract" so I took the matter to the TIO
- gave them all the incident numbers I'd logged (both verbal & written) & had a response from Vodafail within days saying I could get out in 3 months if I still wasn't happy with it - this still wasn't quite the outcome I was looking for after being dicked around for so long so I pressed the point once and the next response came back with the magic words "I'll release you from your contract now" which I accepted

I think the important keys for me were;
1. having most of my complaints to Vodafail (& their responses)in writing
2. I maintained a log over two months of every incident I had using the phone, I even used a screen capture app on the phone to take screen dumps of all the "unable to connect to the network" error messages
3. being very clear about exactly what my issue was & sticking with it - while not clouding the issues by complaining about their substandard customer service etc

If you want more detail I'm happy to share it - (I hope this is ok with the site owners) but u can email me at mick_at_gpcricket.com.au & I'll send u the lot
15 Oct 2011 07:32:55 PM: Thanks for letting everyone know and sharing the details. We're really glad this site helped, sometimes it takes a bit of persistence to get out of the contract but the stories and complaints here show that it can be done.

Thanks for the offer, you can hold on to the beer for yourself (now that you aren't on hold for Vodafone - pun intended!).

Vodafail.com Moderation Team
18 Oct 2011 12:03:34 PM:
Very concise. I'm on the phone with 3 at the moment...

Thanks again!