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 Pain

ACT (1140)Everywhere (19206)NSW (7557)NT (170)QLD (3578)SA (987)Somewhere else (224)TAS (242)VIC (3573)WA (1735)
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20542 Someone from NSW thinks vodafone is complete rubbish at 6 Jan 2012 05:10:08 PM
I work at vodafone and although I can't say this to my customers (obviously) I've seen way too many customers let down and I'm just sick of it (no specifics). The staff that I have worked with have mostly been really helpful and friendly, but there is only so much that we can do. Half the time we need authorisation from the call center staff in India and this is where the problems begin - they are poorly trained, uncaring, and are very lazy.

More than 50% of customers who are told by the call center staff to come into store have been misled - the call center staff could have fixed the problem over the phone they just cant be bothered so staff at the stores need to call THE SAME people and use our "vodafone staff" status to force them to do their job. Even then about 50% of the time we get either completely untrained or uncaring staff who try to transfer us to different departments at the first sign of difficulty. (My record is being transfered between the same 2 departments 4 times)

Also, just some quick advice. If you bought a contract phone outright but do not have a contract with vodafone you are screwed. Don't even try to unlock your phone. I had to deal with that situation a few weeks ago and it got nowhere. Call center staff messed around for 1 hour to finally tell me that there was no solution and the customer had wasted his money

If vodafone has screwed up for whatever reason and you have incurred an extra charge on your latest bill - DONT go to a vodafone store. Vodafone staff have no authority to change bills - they can only view the bills, not adjust them. DON'T bother calling up the call center. They rarely ever help you.

Even when Vodafone staff call on behalf of customers, call center staff are mindless drones who will never admit that Vodafone screwed up - they will just read off the bill as if it's correct and then transfer you to a different department. IF you have been overcharged by a significant amount (i.e. more than twice your usual monthly payment), you're better off going to the ombudsman.
6 Jan 2012 10:33:46 PM: Now that is what I call honest...something we knew all along....in 3 years that has got to be the most honest thing I have heard from VF staff...onya...nice to see someone put the customer first...
9 Jan 2012 04:14:36 PM: haha im a voda staff member too. half of what you said is wrong. the team we call is different from customer care, just in the same place. the vast majority of the people working in the support team, both our support and customer care are as helpful as they can be. And the reason that the store staff dont have the same permissions and high level access as the support staff is for privacy and legal reasons. And when people ask me I always recommend going to the store, most staff members know what they are talking about, and that makes it easier to communicate with the support team. everyone is less frustrated and its normally faster too.
9 Jan 2012 05:37:39 PM: This is the original poster.
customer care or retail support team. Same thing, different name. It's just a name of a department it doesn't change anything. I'm not saying that retail staff should be allowed to do whatever they want, but retail support can't be bothered doing anything that is not routine. They will just transfer you to another department at the first opportunity.

And to be honest, vodafone really doesn't care about their customers. I had one customer who was charged a cancellation fee on his contract because a retail staff member didn't go through the right procedures and accidentally cancelled his contract. Vodafone admitted that it shouldn't have happened, but offered 3% of the cancellation fee back. THREE PERCENT.

Rubbish service like that is why I would absolutely tell Vodafone customers with disputes to go to the ombudsman rather than try and take it up with the call center. They just dont care
9 Jan 2012 07:26:00 PM: me again,
As im sure you are aware there are duds throughout society. You probably know one working in your store. and in lots of other stores. We have all had to deal with problems caused by someone elses stuff up, but most of the people in the support teams, in my experience are as helpful as they can be, and when that fails you ask for a supervisor, in the same way that if someone comes in to store with something that you cant handle you ask for help from a manager or superior.
as i said before, at least trying to sort it out in store, or with voda before going to TIO makes life easier for everyone, and its normally faster too