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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892 Someone from NSW thinks vodafone is Failed miserably at 18 Dec 2010 07:32:15 PM
You have to wait 30 minutes easy over the phone before talking to them. I waited 45 minutes in one instance. The delivery address in their web form has some smart/dumb logic and does not allow more specific details be placed. As my work place street number is shared by 3 huge CBD building blocks, the first delivery was failed, interestingly I found this out only when I asked them and they have no intention to contact me for more address detail after the first failed delivery. Of the numerous queries over the phone, one operator asked for my contact number and said he'll follow it thru and call me, nothing happens after 2 work days and I have to call (and wait for over 30 minutes again) and to start my problem description again. While you are waiting over the phone, their recorded message sometimes said "you will be attended to shortly" but subsequently said "We are flat out...", so customers are not sure whether they are REALLY progessing in the queue or not. I worked in a service organisation where they are KPIs (Key Performance Indicators) for phone answering service, after a customer waited for 5 minutes, a yellow light blinks for attention, after 10 minutes, a red signal with a noise will be triggered in the call centre so someone (either the supervisor or the manager has to answer the call), I guess this simple customer service mentality was definitely not in Vodafail management's mind, they would probably be spending more energy on where to secure cheaper labour cost of operators over the other side of the globe.