26 Mar 2012 - Update Highest Rated Pain Stories Highest Rated Gain Stories Vodafail Local Facebook Page
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)
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1372 Someone from QLD thinks vodafone is 20 out of 10!!!!! at 21 Dec 2010 05:39:02 PM

ANY new phone that everyone wants they keep for connecting new customers only. They do not give two hoots about existing customers. There are emails that have circulated saying, "if an existing customer walks in asking about iPhone 4, do not tell them that you have any instock unless they specifically ask for it. The ratio for selling iPhone 4 should be 70% to new customers and 30% to existing customers,' and im pretty sure that when iPhone 4 came out business rules from Apple said that first in best dressed. I wonder if Apple would keep selling iPhone 4 to Vodafone if they knew all the sneaky shit they did to gain new customers.
........ I wish I had copied a bunch of these emails before I left.
its great to get heaps of new customers to the point where you conjest your network (and trust me, it is f*@king conjested, there was meant to be a map coming out before i left about conjested areas so we did not connect people in those areas), have all of your existing customers kick up a stink about not being able to get what they want and pretty much have everyone on the network mad at you because of these issues.
Do you ever wonder why when you go into a store you are told you cant keep your pre-paid number??? it's because it doesnt count towards store bonus. poor s/c does all of that work and it doesnt go towards the store, then territory manager and store manager play hard arse and say, 'why didnt you do enough 'NEW" connections. you could have signed up 20 existing pre-paid customers to contracts which is how vodafone make their money (which they never fail to remind us) and it is not good enough. once my three plans are up with vodafone i will be changing. the amount of victimisation and WORKPLACE bullying that i have seen across so many stores across 2 states is unbelieveable. 3 legacy has taken over and it is disgraceful. once I have enough stories together i will be putting in a complaint to the employment onbudsman and passing on info to TIO because workwise and customer expectation wise it is not good enough
21 Dec 2010 05:44:30 PM: Clearly you haven't worked for them for a while, the whole thing about stock for existing customers doesn't exist any more. Siebel will not let anyone process an upgrade for iPhones, Samsung Galaxy or Desire HD's. It's got nothing to do with store level decisions.

Also if things were as bad as you say they were, why didn't you approach your TM or State Manager? Our TM has been pretty clear on the distribution of stock since day one. We've never been criticised for not making target, our SM doesn't "bully" us into making connects. So perhaps for a moment you might wake up to the fact that what happened to you does not mean it happens company wide.
21 Dec 2010 05:48:36 PM: The worst thing about Vodafone seems to be that they employ people like you. God that was horrible to read. I think that I'd rather talk to the Indian call center than deal with you.
21 Dec 2010 05:55:09 PM: I left 2 weeks ago and this was still the case in a lot of stores. obviously you havent seen the iPhone ratio thing. a territory manager left his email open and there was an email about the ratio thing for iPhone 4 customers sent from HO about what I was talking about.
21 Dec 2010 06:00:38 PM: and i myself was NOT bullied. I had great relationships with people and management that I worked with because I was 3-legacy. people who were voda legacy have had a really hard time. it's disgraceful. this in no way was about me it was about the company as a whole, what it has been reduced too and the level of service that the customers are getting and how people are being treated
21 Dec 2010 06:03:52 PM: Yeah what a stooge. Definitely not VHA staff culture.
21 Dec 2010 08:40:42 PM: Studies show the top five reasons why mergers fail were:

Badly planned and/or managed integration.

Focusing on the acquired business to the detriment of the existing business.

Minimising the degree and impact of human issues in the acquired business.

Losing key people in the acquired business.

Loss of productivity due to demotivated employees in the acquired business.

It is inevitable that when a business is acquired, things crawl out of the woodwork that weren%u2019t readily apparent when the business was acquired.

No matter how carefully due diligence was done prior to the acquisition, it is virtually impossible for it to discover everything about the culture, the products and services, the knowledge banks and the many other issues that need to be integrated.

Moreover in many cases the necessity to make an acquisition quickly can make it even more difficult to do detailed implementation plans before the event.

This makes it even more critical to develop and follow an objective implementation plan. But often implementation is seen as something that can be done by personnel from the acquiring company in addition to their normal tasks.

This can lead to implementation being relegated to a secondary task; to personnel from the acquiring company making invalid assumptions, doing insufficient research and making poor decisions based on limited understanding %u2013 which in turn leads to the aforementioned loss of key people, employee demotivation and often loss of customers of the acquired company.

21 Dec 2010 08:58:27 PM: Are you sure you weren't fired, because it sounds like you have a grudge? Also i am guessing you work for Telstra now..... and if you dont i'm sure you would fit right in!
21 Dec 2010 09:54:02 PM: Lol. No, I wasn't fired. I left on very good terms and I was told the door was always open for me if I wanted to come back. I have seen how the customers are lied to. I couldn't lie anymore.
22 Dec 2010 07:51:39 AM: Original poster: I think everyone who isnt on your side are probably managers or PR people trying to diffuse the situation. I completely agree with the connect thing i had the same issue (pre-paid to contract cant keep my number what?) HOWEVER every phone company does this so please people stop hating on the original poster because this is a vent site about how horrible vodafone are both with service and expectation setting. I am on your side original poster!
22 Dec 2010 05:22:48 PM: Thanks bud. Good point about every phone company doing dodgy things to sign people up. Got a mate on the inside who sent me the email. wonder if i should post it???
22 Dec 2010 09:25:13 PM: Upgrading customers get a direct line to order their iPhones, Samsung Galaxy or Desire HD's and are guaranteed a phone. New customers cannot go on a waiting list or oder them online because there is no stock. Upgrading customers also get a $30 credit for waiting. New customers do not get this. Loyal customers are looked after
23 Dec 2010 09:23:46 AM: 22 Dec 2010 11:25:13 PM poster... As i sit here at work i can hear my work colleague on the phone to VodaFail asking to upgrade. Wait time? 3-4 weeks. however if he just walked in to the store and signed a new contract he would get one right away. I would also like to point out that i believe this is the 4th time this week he has called the other 3 times he got disconnected or was on hold for 45 minutes.
23 Dec 2010 09:35:42 AM: You guys take selling phones a little too seriously...
23 Dec 2010 03:36:15 PM: Um...selling phones is a big responsibility (said in the voice of the old chinese guy in Gremlins)
24 Dec 2010 04:14:47 PM: 23 Dec 2010 11:23:46 AM poster: I find it odd how I read how people are spending 45 minutes waiting on a phone to connect to customer service and then when I call on their behalf (on the same number they use) while they are beside me I'm connected in 1 to 5 minutes.
27 Dec 2010 12:01:09 PM: I worked for voda and they suck!!
27 Dec 2010 12:02:51 PM: 3 took over vodafone and bent them over and fucked them straight up the ass, poor vodafone get the fuck out of australia and take hutchinson with you!!