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
| ACT (1140) | Everywhere (19206) | NSW (7557) | NT (170) | QLD (3578) | SA (987) | Somewhere else (224) | TAS (242) | VIC (3573) | WA (1735) |
9784 Someone from ACT thinks vodafone is Pretty crap at 1 Jan 2011 02:39:56 PM
I have several issues:
1. Billing - I signed up for an NRMA deal and it took ages to get someone to actually listen to what the actual issue was. After several frustrating calls to the Indian call centre where they denied there was a problem and kept trying to tell me that I was being billed corectly. The 1555 number I think is designed to frustrate with excess wait times, call drop outs and that silly woman that keeps saying that they experiencing abnormally large call volumes (I would think that one call is an abnormally large call volume for them). I also tried to raise the issue through the Voda web site but the issue kept being classified as resolved -despite making it clear that I wanted the issue escalated. I finally lodged a TIO complaint and actually got an Australian to call me and supposedly it has now been rectified - I am waiting for my next bill to see (not holding my breath) and also should be getting one month free for my trouble - which is really only a token.
2. Coverage - woeful coverage across the ACT - the number of times I get no service is amazing. Currently working in Mitchell where I can get no coverage one moment when sitting at my desk and then limited coverage. Very poor really.
Also experienced really poor coverage in Brisbane.
3. Vodfone 3G USB internet access. I got a USB modem with 6GB of data and a 3 month expiry. I was careful to only activate it when I really needed it because the performance is that poor that I use a real internet connection - ADSL2. As it turns out it was activated at the time I purchased - not when I actually activated it in mid November. I tried to use it in Adelaide over Christmas but it had expired. After a call to Vodafail I was advised that it was activated in mid September when I purchased it - although I had to actually call Voda in mid November to get it activated in mid November to get connectivity. I have now been advised to get a recharge. Fat chance of that - I will take my #G internet business to a real provider with good coverage - as much as it pains me to say it - Telstra. I will limit the money I give to that crap company Vodafail.
I curse the day I thought I would change mobile providers from Telstra to Vodafail. Totally incompetent and poor coverage to boot. With a contact system designed to frustrate. I pity the poor call centre workers as they probably get hammered by irate customers of this crap company.
1. Billing - I signed up for an NRMA deal and it took ages to get someone to actually listen to what the actual issue was. After several frustrating calls to the Indian call centre where they denied there was a problem and kept trying to tell me that I was being billed corectly. The 1555 number I think is designed to frustrate with excess wait times, call drop outs and that silly woman that keeps saying that they experiencing abnormally large call volumes (I would think that one call is an abnormally large call volume for them). I also tried to raise the issue through the Voda web site but the issue kept being classified as resolved -despite making it clear that I wanted the issue escalated. I finally lodged a TIO complaint and actually got an Australian to call me and supposedly it has now been rectified - I am waiting for my next bill to see (not holding my breath) and also should be getting one month free for my trouble - which is really only a token.
2. Coverage - woeful coverage across the ACT - the number of times I get no service is amazing. Currently working in Mitchell where I can get no coverage one moment when sitting at my desk and then limited coverage. Very poor really.
Also experienced really poor coverage in Brisbane.
3. Vodfone 3G USB internet access. I got a USB modem with 6GB of data and a 3 month expiry. I was careful to only activate it when I really needed it because the performance is that poor that I use a real internet connection - ADSL2. As it turns out it was activated at the time I purchased - not when I actually activated it in mid November. I tried to use it in Adelaide over Christmas but it had expired. After a call to Vodafail I was advised that it was activated in mid September when I purchased it - although I had to actually call Voda in mid November to get it activated in mid November to get connectivity. I have now been advised to get a recharge. Fat chance of that - I will take my #G internet business to a real provider with good coverage - as much as it pains me to say it - Telstra. I will limit the money I give to that crap company Vodafail.
I curse the day I thought I would change mobile providers from Telstra to Vodafail. Totally incompetent and poor coverage to boot. With a contact system designed to frustrate. I pity the poor call centre workers as they probably get hammered by irate customers of this crap company.
1 Jan 2011 06:42:57 PM: If you were one of the biggest businesses in Australia how would YOU deal with numerous customer service issues. No company designs contact system to frustrate - what exactly does that achieve?? NOTHING. Not for the customer and especially not for the company.
2 Jan 2011 08:00:49 PM: Firstly I would ensure that the network is adequately designed and have sufficient capacity. The call centre would be used to identify opportunities for improvement rather than being used as a punching bag by frustrated customers complaining about poor network performance.