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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9139 Someone from QLD thinks vodafone is Epic Fail at 30 Dec 2010 02:30:33 PM
I live approximate 5kms outside of and work in Brisbane CBD, over the past few months I've noticed my 3G service getting worse and worse, I'll have full bars of 3G, yet everything will just time out, sometimes putting it in and out of airline mode will work, but more and more it does nothing. After repeatedly calling customer care I decided enough was enough, this is where the real frustration begins.
I rang up customer care and was put through to tech support where I waited on hold for approximately half an hour, finally my call's answered, after swearing tooth and nail (not in a profane sense, as in trying to convince the operator) that I've gone through the trouble shooting steps again and again, have upgraded to an from a 3G S to an iPhone 4 since the problems began (eliminating my handset and SIM as cause of the issue) he finally agrees to escalate my call, I wait on hold for another half hour or so, only to be put back through to first level support, I explain to the technician that I've just gone through this process and am waiting to be escalated, he puts me on hold AGAIN. Another half hour of sitting on hold and my phone call is disconnected!
Furious I call back up, go through the same process of convincing first level support there's nothing wrong with my handset, I then go through to second level support and have a support ticket opened. Great finally getting somewhere.
Not quite: A few days later customer care rings me back up. They're closing my ticket on the basis that my location is considered a low coverage area. I was furious at this point:
1. I explained when I lodged my ticket this problem is persistent everywhere I go, Home, Brisbane CBD for work, Melbourne CBD. If Brisbane CBD SERIOUSLY considered a low coverage area?
2. I don't care about what the coverage is like at home. Whenever I'm at home, my phone is connected to my wifi, I have no need for 3G at home.
3. According to the coverage maps on the Voda website, my street has perfectly good coverage.
The customer care rep said he was going to go back to his supervisor and call me back.
Later on that afternoon I got a text message saying my support ticket had been closed and to give them a call customer care for details of the resolution.
To hell with that, I'm not going to go through the same process all over again and potentially get nowhere with it, prepare for case with the TIO.
I rang up customer care and was put through to tech support where I waited on hold for approximately half an hour, finally my call's answered, after swearing tooth and nail (not in a profane sense, as in trying to convince the operator) that I've gone through the trouble shooting steps again and again, have upgraded to an from a 3G S to an iPhone 4 since the problems began (eliminating my handset and SIM as cause of the issue) he finally agrees to escalate my call, I wait on hold for another half hour or so, only to be put back through to first level support, I explain to the technician that I've just gone through this process and am waiting to be escalated, he puts me on hold AGAIN. Another half hour of sitting on hold and my phone call is disconnected!
Furious I call back up, go through the same process of convincing first level support there's nothing wrong with my handset, I then go through to second level support and have a support ticket opened. Great finally getting somewhere.
Not quite: A few days later customer care rings me back up. They're closing my ticket on the basis that my location is considered a low coverage area. I was furious at this point:
1. I explained when I lodged my ticket this problem is persistent everywhere I go, Home, Brisbane CBD for work, Melbourne CBD. If Brisbane CBD SERIOUSLY considered a low coverage area?
2. I don't care about what the coverage is like at home. Whenever I'm at home, my phone is connected to my wifi, I have no need for 3G at home.
3. According to the coverage maps on the Voda website, my street has perfectly good coverage.
The customer care rep said he was going to go back to his supervisor and call me back.
Later on that afternoon I got a text message saying my support ticket had been closed and to give them a call customer care for details of the resolution.
To hell with that, I'm not going to go through the same process all over again and potentially get nowhere with it, prepare for case with the TIO.