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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3163 Someone from NSW thinks vodafone is poor customer service at 27 Dec 2010 03:35:43 PM
called customer service regarding poor servicer coverage.
after about 8 hours on hold over a couple of weeks they managed to transfer me from customer service then to the "value added" team then the upgrades dept then back to customer service because they didn't know what my call was about. to which the call centre supervisor said "i am going out of my way by helping you" then back to the upgrades dept and after complaining in writing to which i still have had no satisfactory result and Vodafone just stopped replying to my e-mails.to the customer retention team to which they said they would give me three months free off my contract, recieved a bill like nothing had happened.
here is a transcript of my email complaint to which has not been resolved.
here is a copy of the email response. still no conact...... and waiting..
Recently you requested personal assistance from our on-line support centre. Below is a summary of your request and our response.
If this issue is not resolved to your satisfaction, you may reopen it within the next 5 days.
Thank you for allowing us to be of service to you.
To update this question by email, please reply to this message. Because your reply will be automatically processed, you MUST enter your reply in the space below. Text entered into any other part of this message will be discarded.
If you are replying with a new request instead of an update to the below query, please do not update this incident. Please go to http://vodafone.custhelp.com/app/ask to submit your question so we can answer you ASAP.
[===> Please enter your reply below this line <===]
[===> Please enter your reply above this line <===]
Subject
Rude customer service
Discussion Thread
Response (Tamieka) 21/11/2010 05:11 PM
Hi Paul,
Thank you for your email.
It is always disappointing when a customer is unhappy with any aspect of our company and we regret that you have been dissatisfied with the service you received via telephone communication.
Vodafone continually strive to achieve the highest possible standard of service and go to considerable lengths to train our staff in all aspects of customer service.
I regret to inform you I can not provide you a call back through this medium, I appreciate you level of frustration and would like to advise our Customer Care team on 1555 are the direct channel you will need to contact for any voice communication.
Thank you for bringing your concerns to our attention.
Your feedback allows Vodafone to improve their business for the future.
Kind Regards
Tamieka
Correspondence Team
Vodafone Pty Limited ABN 76 062 954 554
www.vodafone.com.au
This email is subject to the terms and conditions set out in Vodafone's SFOA which is available on www.vodafone.com.au
*************************************************************************************************************
Want to manage your mobile account, check out how much credit you've used, pay your bill, recharge and much, much more? Visit www.myvodafone.com.au
*************************************************************************************************************
Customer 21/11/2010 04:59 PM
Hi tamieka
U have not been contacted as yet regarding this issue.
The persons a have been in contact with are the ones I have the issue with. The iPhone issue has Been resolved but the poor customer service issue has in my opinion escalated, I would appreciate a call regarding this issue from an Australian representative as the reps in India are the ones that I have issue with.
Regards
Paul Nakhoul
==================== text File Attachment ====================
email.txt, 4067 bytes, added to incident
Customer 21/11/2010 04:29 PM
>
Hi tamieka
U have not been contacted as yet regarding this issue.
The persons a have been in contact with are the ones I have the issue with. The iPhone issue has Been resolved but the poor customer service issue has in my opinion escalated, I would appreciate a call regarding this issue from an Australian representative as the reps in India are the ones that I have issue with.
Regards
Paul Nakhoul
>
>
Response (Tamieka) 21/11/2010 03:04 PM
Hi Paul,
Thank you for your enquiry.
I have ascertained that you have since contacted Vodafone Customer Care with regards to your iPhone issue.
Thank you again for taking the time to contact us.
Kind Regards
Tamieka
Correspondence Team
Vodafone Pty Limited ABN 76 062 954 554
www.vodafone.com.au
This email is subject to the terms and conditions set out in Vodafone's SFOA which is available on www.vodafone.com.au
*************************************************************************************************************
Want to manage your mobile account, check out how much credit you've used, pay your bill, recharge and much, much more? Visit www.myvodafone.com.au
*************************************************************************************************************
Auto-Response 17/11/2010 04:07 PM
Paul
Thank you for contacting Vodafone on 13/11/2010 04:41 PM, your query is currently being investigated. We appreciate your patience and we'll endeavour to respond to you as soon as possible.
Vodafone Support
Auto-Response 13/11/2010 04:41 PM
Hi Paul
There's a really good chance that the information you're after can be found in the content provided or in our self-service options. Please go to http://vodafone.custhelp.com/app/answers/list for Online FAQS or https://www.myvodafone.com.au/knox/login_handler.jsp for My Vodafone to assist your query
Title: What is the Mobile Premium Service Determination?
Link: http://vodafone.custhelp.com/app/answers/detail/a_id/2679
Title: Vodafone GST Information
Link: http://vodafone.custhelp.com/app/answers/detail/a_id/968
Title: Where can I find information on Premium Services?
Link: http://vodafone.custhelp.com/app/answers/detail/a_id/2557
Title: Protect Your Privacy
Link: http://vodafone.custhelp.com/app/answers/detail/a_id/3060
Customer 13/11/2010 04:41 PM
13th november called customer care regarding my newly issued iPhone 4, after speaking with three members of customer care and the loyalty team i finally got put through to Shrapna who was argumentative for most of the 50 minute phone call.
she refused the fact that it was a new phone and stated that i would have to bare the cost of any repairs for a 7 day old phone.
i would appreciate a call regarding a solution to this matter.
after about 8 hours on hold over a couple of weeks they managed to transfer me from customer service then to the "value added" team then the upgrades dept then back to customer service because they didn't know what my call was about. to which the call centre supervisor said "i am going out of my way by helping you" then back to the upgrades dept and after complaining in writing to which i still have had no satisfactory result and Vodafone just stopped replying to my e-mails.to the customer retention team to which they said they would give me three months free off my contract, recieved a bill like nothing had happened.
here is a transcript of my email complaint to which has not been resolved.
here is a copy of the email response. still no conact...... and waiting..
Recently you requested personal assistance from our on-line support centre. Below is a summary of your request and our response.
If this issue is not resolved to your satisfaction, you may reopen it within the next 5 days.
Thank you for allowing us to be of service to you.
To update this question by email, please reply to this message. Because your reply will be automatically processed, you MUST enter your reply in the space below. Text entered into any other part of this message will be discarded.
If you are replying with a new request instead of an update to the below query, please do not update this incident. Please go to http://vodafone.custhelp.com/app/ask to submit your question so we can answer you ASAP.
[===> Please enter your reply below this line <===]
[===> Please enter your reply above this line <===]
Subject
Rude customer service
Discussion Thread
Response (Tamieka) 21/11/2010 05:11 PM
Hi Paul,
Thank you for your email.
It is always disappointing when a customer is unhappy with any aspect of our company and we regret that you have been dissatisfied with the service you received via telephone communication.
Vodafone continually strive to achieve the highest possible standard of service and go to considerable lengths to train our staff in all aspects of customer service.
I regret to inform you I can not provide you a call back through this medium, I appreciate you level of frustration and would like to advise our Customer Care team on 1555 are the direct channel you will need to contact for any voice communication.
Thank you for bringing your concerns to our attention.
Your feedback allows Vodafone to improve their business for the future.
Kind Regards
Tamieka
Correspondence Team
Vodafone Pty Limited ABN 76 062 954 554
www.vodafone.com.au
This email is subject to the terms and conditions set out in Vodafone's SFOA which is available on www.vodafone.com.au
*************************************************************************************************************
Want to manage your mobile account, check out how much credit you've used, pay your bill, recharge and much, much more? Visit www.myvodafone.com.au
*************************************************************************************************************
Customer 21/11/2010 04:59 PM
Hi tamieka
U have not been contacted as yet regarding this issue.
The persons a have been in contact with are the ones I have the issue with. The iPhone issue has Been resolved but the poor customer service issue has in my opinion escalated, I would appreciate a call regarding this issue from an Australian representative as the reps in India are the ones that I have issue with.
Regards
Paul Nakhoul
==================== text File Attachment ====================
email.txt, 4067 bytes, added to incident
Customer 21/11/2010 04:29 PM
>
Hi tamieka
U have not been contacted as yet regarding this issue.
The persons a have been in contact with are the ones I have the issue with. The iPhone issue has Been resolved but the poor customer service issue has in my opinion escalated, I would appreciate a call regarding this issue from an Australian representative as the reps in India are the ones that I have issue with.
Regards
Paul Nakhoul
>
>
Response (Tamieka) 21/11/2010 03:04 PM
Hi Paul,
Thank you for your enquiry.
I have ascertained that you have since contacted Vodafone Customer Care with regards to your iPhone issue.
Thank you again for taking the time to contact us.
Kind Regards
Tamieka
Correspondence Team
Vodafone Pty Limited ABN 76 062 954 554
www.vodafone.com.au
This email is subject to the terms and conditions set out in Vodafone's SFOA which is available on www.vodafone.com.au
*************************************************************************************************************
Want to manage your mobile account, check out how much credit you've used, pay your bill, recharge and much, much more? Visit www.myvodafone.com.au
*************************************************************************************************************
Auto-Response 17/11/2010 04:07 PM
Paul
Thank you for contacting Vodafone on 13/11/2010 04:41 PM, your query is currently being investigated. We appreciate your patience and we'll endeavour to respond to you as soon as possible.
Vodafone Support
Auto-Response 13/11/2010 04:41 PM
Hi Paul
There's a really good chance that the information you're after can be found in the content provided or in our self-service options. Please go to http://vodafone.custhelp.com/app/answers/list for Online FAQS or https://www.myvodafone.com.au/knox/login_handler.jsp for My Vodafone to assist your query
Title: What is the Mobile Premium Service Determination?
Link: http://vodafone.custhelp.com/app/answers/detail/a_id/2679
Title: Vodafone GST Information
Link: http://vodafone.custhelp.com/app/answers/detail/a_id/968
Title: Where can I find information on Premium Services?
Link: http://vodafone.custhelp.com/app/answers/detail/a_id/2557
Title: Protect Your Privacy
Link: http://vodafone.custhelp.com/app/answers/detail/a_id/3060
Customer 13/11/2010 04:41 PM
13th november called customer care regarding my newly issued iPhone 4, after speaking with three members of customer care and the loyalty team i finally got put through to Shrapna who was argumentative for most of the 50 minute phone call.
she refused the fact that it was a new phone and stated that i would have to bare the cost of any repairs for a 7 day old phone.
i would appreciate a call regarding a solution to this matter.