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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7939 Someone from QLD thinks vodafone is at 29 Dec 2010 04:57:39 AM
Signed up for TWO contracts with Vodafone in November. As and as part of a promotion we were to recieve a free pocket wifi
- We were advised that the phones would be delivered the following Wednesday. Nothing arrived, when contacted, wodafone told us they would arrive on Friday. No phones arrived.
10 working days later and still no phones. Contacted customer service, after being on hold for 40 minutes was told that no order had even been processed due to an error in the system. It took another phone call before this issue was resolved.
- Received the phones, however the pocket wifi was not provided, instead a usb internet.
- Made a number of phone calls, but gave up each time after waiting on hold for between 30 and 90 minutes.
- Finally able to speak with someone, requested that the pocket wifi promised be provide.
- Asked that our numbers from our previous carrier be ported across. Were told it would take over night to process. The following day one of the numbers was successfully ported. The other phone was not ported, however the number was no longer available on my previous carrier.
- Attempted to call. Porting issue and the pocket wifi issue were resolved after speaking to someone.
- Realised that the blackberry pack which I had signed up for, had not been provided. Called vodafone. Was told by customer service staff that the Blackberry team dealt with the issue and I was transferred. After being on hold for over 40 minutes, I hung up
- I called again the next day and spoke to a staff member in blackberry team, who told me that the sales team were the ones who needed to resolve the issue, and transferred me. After being on hold for over 30 minutes, spoke to the sales team, who indicated that customer service needed to resolve the problem and transferred me! After being on hold, spoke to customer service who wanted to transfer me to blackberry team.
= The call dropped out during this conversation. Called back, waited on hold, I became somewhat annoyed. Customer service person said that when the call dropped out, I recieved a phone call back, but didn't answer. This was not true. I recieved a message stating that a phone call had been attempted, but I believe none had ever been made.
Being annoyed, but still polite, I informed the staff member of my various issue and my frustrations with contant passing of the buck between sales, customer service and black berry. Told the staff member that I understood that this was not his fault, however he needed to provide a resolution for me, as my patience had been tested and I was ready to log a complaint with the TIO.
The staff member stated that he was unable to resolve the issue, and that I needed to contact the sales team. He provided me with 1 gig of vodafone data to use while I waited for the issue to be resolved.
I was told he would speak to sales and resolve the problem and that I would be contacted. I provided a landline number to contact me on.
No body contacted me.
- Logged a TIO complaint three days ago. Heard about the class action yesterday
- Recceived a bill which charged incorrectly for the cost of the contracts. Also, I charged for blackberry pack which still hasn't been provided.
- We were advised that the phones would be delivered the following Wednesday. Nothing arrived, when contacted, wodafone told us they would arrive on Friday. No phones arrived.
10 working days later and still no phones. Contacted customer service, after being on hold for 40 minutes was told that no order had even been processed due to an error in the system. It took another phone call before this issue was resolved.
- Received the phones, however the pocket wifi was not provided, instead a usb internet.
- Made a number of phone calls, but gave up each time after waiting on hold for between 30 and 90 minutes.
- Finally able to speak with someone, requested that the pocket wifi promised be provide.
- Asked that our numbers from our previous carrier be ported across. Were told it would take over night to process. The following day one of the numbers was successfully ported. The other phone was not ported, however the number was no longer available on my previous carrier.
- Attempted to call. Porting issue and the pocket wifi issue were resolved after speaking to someone.
- Realised that the blackberry pack which I had signed up for, had not been provided. Called vodafone. Was told by customer service staff that the Blackberry team dealt with the issue and I was transferred. After being on hold for over 40 minutes, I hung up
- I called again the next day and spoke to a staff member in blackberry team, who told me that the sales team were the ones who needed to resolve the issue, and transferred me. After being on hold for over 30 minutes, spoke to the sales team, who indicated that customer service needed to resolve the problem and transferred me! After being on hold, spoke to customer service who wanted to transfer me to blackberry team.
= The call dropped out during this conversation. Called back, waited on hold, I became somewhat annoyed. Customer service person said that when the call dropped out, I recieved a phone call back, but didn't answer. This was not true. I recieved a message stating that a phone call had been attempted, but I believe none had ever been made.
Being annoyed, but still polite, I informed the staff member of my various issue and my frustrations with contant passing of the buck between sales, customer service and black berry. Told the staff member that I understood that this was not his fault, however he needed to provide a resolution for me, as my patience had been tested and I was ready to log a complaint with the TIO.
The staff member stated that he was unable to resolve the issue, and that I needed to contact the sales team. He provided me with 1 gig of vodafone data to use while I waited for the issue to be resolved.
I was told he would speak to sales and resolve the problem and that I would be contacted. I provided a landline number to contact me on.
No body contacted me.
- Logged a TIO complaint three days ago. Heard about the class action yesterday
- Recceived a bill which charged incorrectly for the cost of the contracts. Also, I charged for blackberry pack which still hasn't been provided.