The Vodafail Report
I started this website out of frustration for Vodafone's customer service and ongoing network problems. It was designed to bring attention to the issues and show that aggrieved Vodafone customers are not alone. For the past month Vodafone customers and employees from all around Australia have shared their stories, the time they spent on hold and their phone reception details with Vodafail.com. Thank you for your openness and contributions.
The information you shared has been analysed and compiled into a report. The report aims to provide an insight into scale and complexity of Vodafone's issues, the causes and the potential resolutions that may be acceptable to the affected customers. The report is available in full on this page and on Thursday January 20th 2011, this report was submitted to the Australian Competition and Consumer Commission (ACCC) and the Australian Communication & Media Authority (ACMA).
Vodafone Hutchison Australia is the only company who can solve the problems of its own making and the Australian Government has the power to ensure future problems are less likely and more quickly resolved. The Australian Communication Consumer Action Network (ACCAN), the Telecommunications Industry Ombudsman (TIO) and the Privacy Commissioner continue to be vital in ensuring consumers' rights are respected and that issues are aired. Those organisations have the responsibility and that is where the attention should be focused.
The media in all its forms has brought these issues of public concern to the forefront of the public's minds. Vodafail has helped to organise that effort and if you are still experiencing problems with your Vodafone services please follow the steps on our 'How To Complain' page. Please direct any media inquiries regarding Vodafone's issues to Vodafone or the ACCAN. The ACCAN has released a statement about this report and the ongoing Vodafone issues.
Thanks again for all your support.
Other People's Comments
|Everywhere (139)||ACT (5)||NSW (61)||NT (1)||QLD (19)||SA (4)||Somewhere else (5)||TAS (1)||VIC (31)||WA (12)|
I had my first experience with the phone service yesterday, after signing up for internet action in December. Wait time wasn't too bad, but when I got through, I found the staff member disinterested in my call. I repeated my details 3 times, to be told that they couldn't find my account. I repeated my problem 3 times before tiring of the charade and asking for a superviser.
The superviser, when I got through, had the full details of my account and situation, but gave me misleading information (I'm on a plan which is half price for the first 6 months, but it's not been credited - STRIKE 1. I was told that the half price starts at month two - STRIKE 2. I was told that they couldn't help me on the phone, I'd need to go into a store - STRIKE 3....and to 'have a good day').
The staff at the store was clearly frustrated with the customer care area, but also decided to take out their frustration on me. The situation, I'm told, will be resolved before my next bill....anyone want to give me odds on that happening?
Thank you for the site - not just to vent, but to see that I'm not the only person to have this experience. I've never heard of a good experience with an Indian call centre, but I don't think it acceptable to give me wrong information just to get me off the phone.
Their network continues to deliver below par , dialup is faster.