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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6140 Someone from NSW thinks vodafone is They are an embarassment, a disgrace and an insult at 28 Dec 2010 08:26:22 AM
I have been having problems with vodafone coverage on my iPhone for over two years.
In Sept (2010) I became aware that I was unable to send email from my phone. Since then I have spent literally hours waiting to get through to so called customer service. The wait was never less than 50 minutes and on one occasion I held out for one hour and fifty. The excuse was always the same - external ISP's were blocking the vodafone outgoing server because of a spam issue! A vodafone technical rep told me on one occasion that the problem was affecting approx 40% of the vodafone customer base. (Wouldn't you think that would be sufficient enough to go public on the matter and let people know there was an issue - if for no other reason than to put additional pressure on the alleged ISP's?) But not vodafone. Sweep it under the carpet and tell people all will be fixed up in a 'few days'! What a joke!
After weeks of this 'service' and leaving messages for someone from Customer Service to call me I contacted the TIO. At least that got a response but (irony or ironies) due to poor coverage everytime someone called me the call dropped out! However, when I did manage to call back immediately on the number that came up on my mobile I got a message to the effect of 'this person is not taking voice messages' or we cannot take your call right now please call back later'. As I said, 'customer service'!!!
In the midst of all this I got a letter from the vodafone Resolutions Team saying they had tried to contact me and if I didn't contact them by the 18th Dec they would consider my complaint resolved. Rich or what. I promptly replied saying if I hadn't heard from them by the 18th Dec I would take it they were accepting my position that they were in breach of their contractual duties and they were accepting that I was released from my contract with no further payments required.
LAst week I finally managed to get a call from a gentleman at their Resolutions Team who offered to release me from my contract but asked me to pay $600 in order to be able to keep the iPhone. I refused and put the proposition that as a good will gesture for the disgraceful service, time lost, disruption etc they should cancel the contract and offer the phone as a good will gesture. The person I spoke to was talk to his supervisor and get back to me. I'm still waiting.
In short, vodafone is a disgrace as a national carrier, an embarassment to the telecommunications industry and an insult to its customers.
I will be contacting the legal firm considering the class action and making all my records - dates, times, mobile numbers for vodafone staff as well as copies of all my correspondence with both vodafone and the TIO available to support the action.
It is great to see this web site and congratulations to those involved. I considered setting one up myself at one point but opted instead to try and raise the issue through some other channels, including Talk Back radio but without any success.
I am happy to be involved in any future activities on this matter and vodafone in general because 'service' of this 'quality' should not be kept a secret!
Rgds
Jordan
In Sept (2010) I became aware that I was unable to send email from my phone. Since then I have spent literally hours waiting to get through to so called customer service. The wait was never less than 50 minutes and on one occasion I held out for one hour and fifty. The excuse was always the same - external ISP's were blocking the vodafone outgoing server because of a spam issue! A vodafone technical rep told me on one occasion that the problem was affecting approx 40% of the vodafone customer base. (Wouldn't you think that would be sufficient enough to go public on the matter and let people know there was an issue - if for no other reason than to put additional pressure on the alleged ISP's?) But not vodafone. Sweep it under the carpet and tell people all will be fixed up in a 'few days'! What a joke!
After weeks of this 'service' and leaving messages for someone from Customer Service to call me I contacted the TIO. At least that got a response but (irony or ironies) due to poor coverage everytime someone called me the call dropped out! However, when I did manage to call back immediately on the number that came up on my mobile I got a message to the effect of 'this person is not taking voice messages' or we cannot take your call right now please call back later'. As I said, 'customer service'!!!
In the midst of all this I got a letter from the vodafone Resolutions Team saying they had tried to contact me and if I didn't contact them by the 18th Dec they would consider my complaint resolved. Rich or what. I promptly replied saying if I hadn't heard from them by the 18th Dec I would take it they were accepting my position that they were in breach of their contractual duties and they were accepting that I was released from my contract with no further payments required.
LAst week I finally managed to get a call from a gentleman at their Resolutions Team who offered to release me from my contract but asked me to pay $600 in order to be able to keep the iPhone. I refused and put the proposition that as a good will gesture for the disgraceful service, time lost, disruption etc they should cancel the contract and offer the phone as a good will gesture. The person I spoke to was talk to his supervisor and get back to me. I'm still waiting.
In short, vodafone is a disgrace as a national carrier, an embarassment to the telecommunications industry and an insult to its customers.
I will be contacting the legal firm considering the class action and making all my records - dates, times, mobile numbers for vodafone staff as well as copies of all my correspondence with both vodafone and the TIO available to support the action.
It is great to see this web site and congratulations to those involved. I considered setting one up myself at one point but opted instead to try and raise the issue through some other channels, including Talk Back radio but without any success.
I am happy to be involved in any future activities on this matter and vodafone in general because 'service' of this 'quality' should not be kept a secret!
Rgds
Jordan
28 Dec 2010 09:51:22 AM: Jordan - what was the outcome of your TIO complaint?
28 Dec 2010 07:21:48 PM: They have given Vodafone 20 days to respond to my follow up compliant about missed / dropped calls from their Resolution Team and the fact that I could not get through to the numbers those calls came from. My complaint has been escalated to a Level 2 complaint. I am happy with the TIO's response. At least it got vodafone act. I should have mentioned above that vodafone has been aware of the outgoing email issue since August. As per my post above I expect vodafone to release me from my contract (I've been with them ten years), waive outstanding bills and I will now galdly return the iPhone. I'll keep you briefed.