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Issues sorted by Resolutions Team
I don't give 5-star reviews when I experience issues, but this has been so successfully resolved that it deserves sharing (long post).
1st issue: my preordered Samsung phone was damaged during transit and didn't reach delivery address. Latest update was that it"s being returned to sender, but took weeks without further update.
2nd issue: I asked Vodafone if there are steps I could take to lower the bill for several mobiles+nbn bundle to soften the additional cost of new phone. They downgraded our plans, but lost the discounts so total end...ed up even higher for less data. My initial call to Customer Service didn't produce results which frustrated me, nor did my visit to a couple of Vodafone shops as they said they couldn't do anything from their end. But I was referred to Vodafone Retentions & Vodafone Resolutions and I had the pleasure of speaking with Baishakhi. She's impressive - very knowledgeable with their products, explained extensively my options and found solutions for above issues. She said she'll call again for updates and followed through on her promise. I received my new phone 3 days after we finalised the order for replacement phone (and 2 of those days were the weekend!). She sorted my plans and gave an even better deal. I know I'm only 1 customer and 1st issue isn't really Vodafone's fault, but I was almost ready to take my bundle elsewhere from being frustrated but she turned me around! Hope she gets credit and hope other clients have the opportunity to sort out their issues with someone like her.
So disappointed after being with Vodafone 10+ years to find I'm being billed for a product I declined
I have a plan with a number of handsets attached for family members. I wanted to add a further handset to the plan today and went into the account online to check the details. This is how I discovered that Vodafone has been billing me for a product for over 2 years that I explicitly told them I did not want. This began when I last upgraded my handset. At the time Vodafone insisted that the handset came with a tablet. They did not state there was an additional charge for the tablet. They were not transparent.
When I realised I was bei...ng billed for a device I told Vodafone all along that I didn't want, I called them immediately to negotiate to have these charges waived. I offered to send the unused product back. They were not willing to resolve the issue. Unfortunately because I have a monthly EFT set up for bills, I didn't pick up these additional charges earlier. Due to Vodafone's unsatisfactory response and deceptive sales practices I've raised a complaint with the telecommunications ombudsman. It's so disappointing after 10 + years of paying Vodafone bills on time. I'll need to change Telcos as soon as practicable. So, this is a reminder to shop around. Brand loyalty doesn't pay. Also, make sure you do your due diligence, ask for all offers in writing before accepting them, and check your accounts regularly for hidden costs everyone!
Coverage back to the dark ages
As a regular driver to the Central Western plains of NSW, I have no coverage or 3G in most parts. Currently in Coonamble with 3G. A friend using another provider has 4g to 5g.
Can’t use internet as the data is so slow at below 1 Mbps. Apps lag and it’s annoying.
Driving in some areas around Coonamble I get SOS only. Vodafone has explained to me that I should check the coverage map after I complained about the bad coverage. I will be ending my service at the end of contract. I’m moving to a provider that can give me coverage in most rural area...
Excellent customer service
My wife and I bought new phones and decided to stay with Vodafone. I'm glad we did as the help we received was unexpected. To get the help we needed on a Saturday, outstanding. Instant response from both messenger and phone help. Our new phones were up and running fast.
I couldn't be happier with the help we received.
No customer loyalty. Vodafone just take take take take and give nothing back in my son's situation.
My son has Been with vodafone for 3 years( against my will). Today Optus gave him a better deal for a new phone and plan according to his credit rating. He has never missed or have been late with a payment with Vodafone. They were offering him $10 for his phone as trade in.(worth $400 today, Big insult). With Optus He got to keep his old phone, Upgrade to a better one on a similar plan as Vodafone, for a much cheaper rate. I never thought he would leave Vodafone, but today he realised that customer loyalty means jack to Vodafone once they ...get your money!!! What's worse he offered to pay out the last 2 months of his contract to get them off his head and they wouldn't let him pay for it on the spot. He has to wait to be billed. I don't understand. Anyway no skin off his nose as his reception is better now. He noticed the difference almost instantly. His monthly costs have reduced and he is a Happier customer now that Optus went out of their way to take his business. Vodafone when are you going to learn that you need to look after your customers. You need to stop assuming that they won't leave. I was with Vodafone for years. Their actions were barbaric. I won my case, through the ombudsman and my 3 year contract was terminated without penalty after 18 months. That's how barbaric they were in my situation. I think I was the only person in Australia that had their service terminated without incoming call only option. I wasn't late with payments. Totally up to date My phone got stolen and was insured and they gave me a loan phone waiting for my insurance to pay me out and get another phone through Vodafone. They disconnected my loan phone before I could get my replacement and left me with no phone for 2 days. They refused to budge and reconnect it. So I refused to return the loan phone. I'm a carer for my mum. She was in a wheelchair. My auntie was in hospital dying, her doctors had my number as first point of contact for her. They could not call me. Vodafone realised their mistake and said they would reconnect my loan phone. They didn't l. I was on the phone with them for two days crying stressing because I had to be at the hospital yet I was too scared to leave my mum incase she had an emergency(wheelchair,) my child was at school and anyone that was reliant on me could not make contact with me for two days. I couldn't even ring Vodafone cos I didn't have a phone. Please remember that this was not for late payment I always paid on time for about 18 months at $65. In the end I went to office works bought a phone, rushed to the hospital and my auntie died 1 day later. They knew my auntie was dying yet they refused to let me keep my loan phone for an extra day. I missed my auntie being conscious. Doctors tried to ring me and they even wrote me a supportive letter as to what their actions caused me. I was a mess. I never got to say goodbye and I still Hate vodafone for their actions. There!!!! Honest review done on a greedy company.
This was originally a bad review, but the actually made changes from feedback
I was frustrated with their communications regarding bill payments, but they’ve seem to have made big improvements in that regard since.
Their in store service is excellent from my experiences and value for money is very good.
I would recommend Vodafone Australia.
Customer for 13 years
I have been with Vodafone for 13 years.
I am happy with my plan, phone and service.
Customer service is excellent too.
I use store in point cook town centre. They are lovely
Top Services from Vodafone Technical Support
I wish to express my support to the technical support team in Vodafone. Impressive technical knowledge from Vivian J (Technical Support) helping me with an international call issues affecting my mobile.
Job well done Vivian!
you are a cash cow
The Voda network in high density areas work - not well but works.
My issue is that they sell a mobile for $1800 on a 3 year plan - at the end of the plan it i worth $150.00 max on a $2500.00 replacement (Samsung have a $700 trade in). Telstra will offer a $800 43 inch colour TV - Optus will throw in a new smart watch. Both offers kill the Voda offer.
Voda has lost me - I am not a cash cow - my only issue is how to cancel my Voda contracts - and that seems they have made difficult
A pox on Voda
Super happy customer
I actually love Vodafone... I love the quick online and over the phone customer service... every single interaction I’ve had with Vodafone staff is amazing and they are so helpful... I’ve been Vodafone for about 15 years and never ever had a problem they couldn’t solve and always so friendly...I have recently changed to a plan with 100g data for a very cheep rate...
Honestly couldn’t be happier with Vodafone.
Best provider by far
They treat their customers with respect and integrity. They definitely value their customers and give them the best solution. I would recommend joining them, and making sure you stick with them for long because they will give you good treatment as a loyal customer. You just got to be loyal to them
Our experience for over 20 years with Vodafone staff is always 100%. I have to be fair & say that in the past the infrastructure needed urgent upgrades where it all happens & I welcomed it with a smile the great improvements. My recent contact that we had in-store at Westfield-Belconnen in Canberra was most pleasant experience. The store manager & his assistant was most helpful noticing us outside the store 30 minutes past closing hours. He approached us & offered to let us in to sort our 4 old SIM cards to 4 new ones for us to be ready for 5G....Both males where very professional not pushy into anything that we didn’t need. They both assisted in setting up plus activating our 4 devises. This was our first experience in store & must say it was most pleasant experience. We generally deal with Vodafone over the phone with staff in India who are as equally pleasant & knowledgeable. Well done Vodafone for excellent training & selection of appropriate staff in your company. We are very happy customers.
Been a customer for years
Been a customer for years on personal and business and never really had many issues that could be resolved by them. I'v also had phones with others and the other majors are just sending everything offshore where it's almost impossible to talk to anyone in australia. I'll be with them for the next few years as they haven't given me a reason to look elsewhere.
Wonderful experience with call service
Being a Saturday, I was hesitant about calling and having to wait so long to speak to someone. To my surprise I was served by such a knowledgeable person who fixed my NBN connection quickly and sufficiently. Really appreciate this!
Call centre staff wonderful
I have been with vodafone for well over a decade. The call centre staff have always been wonderful to me when I have a query. I just want to say thank you to them. I am loyal to vodafone because of you.
Questions & Answers
What’s your experience of using Vodafone in Western Australia when travelling
I have no issues with Vodafone Aust, good customer service and my home internet is great been 3 months a couple issues were sorted out very quickly by friendly staff. **** 4 stars
I have been a customer of Vodafone for a few years with both my mobile phone & NBN because I was assured that they were adding towers themselves so as coverage would improve (which it did). Recently the reception on my mobile has now deteriorated markedly along with my NBN connection... After contacting Vodafone on many occasions with no result I am now looking at an alternative NBN connection and ditching Vodafone NBN .Unfortunately, I am still locked into a mobile deal for the next 18months but as soon as I can opt out I shall be doing so.. So disappointed that I have been lied to by Vodafone as I should probably report them to the authorities but that doesn't make the reception any better..
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