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Complaint form process page

Occasional Visitor
Hovanessa
Posts: 3
Registered: ‎05-03-2012
Accepted Solution

Complaint form process page

by Hovanessa Occasional Visitor
Message 1 of 13 (2,665 Views)

I'm trying to access the link that Vodafone Support page provides, but when I click the link, it takes me to another page that suppose to have some form of email/enquiry form. But nothing have shown up. 

Then i try to click on the link that says email vodafone...it takes me to another empty page.

How do i file a complaint!!!

Advice? Assistance?

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Problem Solver
Peter
Posts: 1,085
Registered: ‎23-03-2011

Re: Complaint form process page

[ Edited ]
by Problem Solver
Message 2 of 13 (2,517 Views)

Hovanessa wrote:

I'm trying to access the link that Vodafone Support page provides, but when I click the link, it takes me to another page that suppose to have some form of email/enquiry form. But nothing have shown up. Then i try to click on the link that says email vodafone...it takes me to another empty page.  How do i file a complaint!!  Advice? Assistance?



Aha!  There's a definite trick to this. 

 

1)  Visit the Support page: http://support.vodafone.com.au/

2)  On right hand side near top, under Contact Us, click Get in touch with us by email

3)  Ask your question   >  then click Next (or update)

Answer NO to the text  Did these articles help to resolve your problem? if it appears. This will open an email form...

 

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Occasional Visitor
Hovanessa
Posts: 3
Registered: ‎05-03-2012

Re: Complaint form process page

by Hovanessa Occasional Visitor
Message 3 of 13 (2,513 Views)

Thankyou Peter!! I would have never guessed that. I asked all my friends who are with Vodafone...no one can tell me!!

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Occasional Visitor
BringbackORANGE
Posts: 2
Registered: ‎20-04-2012

Re: Complaint form process page

by BringbackORANGE Occasional Visitor
Message 4 of 13 (2,200 Views)

This is joke you go around in circles... I have been on hold for 1 hour and 48minutes trying to get help...

How much longer should I hold on?

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Occasional Visitor
BringbackORANGE
Posts: 2
Registered: ‎20-04-2012

Re: Complaint form process page

by BringbackORANGE Occasional Visitor
Message 5 of 13 (2,198 Views)

WHY CAN'T A LINK TO THIS FORM BE EASY????

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Help and Support
James
Posts: 2,444
Registered: ‎09-08-2011

Re: Complaint form process page

by Help and Support Help and Support
Message 6 of 13 (2,172 Views)

Hi,

 

BringbackORANGE wrote:

WHY CAN'T A LINK TO THIS FORM BE EASY????


 

I'm really sorry to hear that you have had such a poor experience whilst trying to raise your issue with us on the phone.

 

Have you tried using the link Peter has posted above? This will take you to our support page, and you can follow his steps to fill out the complaints form. 

 

I hope this helps, and if this is does not work for you, please let me know and I will be able to assist you further.

 

Kind Regards,

 

James.

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roo
Occasional Visitor
roo
Posts: 1
Registered: ‎06-05-2012

Re: Complaint form process page

by roo Occasional Visitor
Message 7 of 13 (1,889 Views)

Shouldve known the complaint form wouldnt work!! NOTHING works at vodafone!!!! After spending 2 hours on the phone to THREE different so called technicians, I was eventually told the sim I had been sold would not work on mobile broadband.. Why couldnt the first and second person tell me that, instead of me wasting 2 hours on the phone and 4 hours waiting for a phone number to be sent via sms to a non existent mobile account !!!!! PLUS WTF is it that now after buying a mobile usb 2 years ago to use when on holidays, is no longer valid, if I dont recharge within 3 months I now have to go and buy a NEW USB PLUS a NEW SIM grrrrrrrrrrrrrrrrrrrrr and you wonder why you are losing customers, vodafone !!!!  VERY DISGRUNTLED USER!!! 

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Help and Support
Bree
Posts: 1,309
Registered: ‎01-11-2011

Re: Complaint form process page

by Help and Support Help and Support
Message 8 of 13 (1,860 Views)

Hi roo, 

 


roo wrote:

Shouldve known the complaint form wouldnt work!! NOTHING works at vodafone!!!! After spending 2 hours on the phone to THREE different so called technicians, I was eventually told the sim I had been sold would not work on mobile broadband.. Why couldnt the first and second person tell me that, instead of me wasting 2 hours on the phone and 4 hours waiting for a phone number to be sent via sms to a non existent mobile account !!!!! PLUS WTF is it that now after buying a mobile usb 2 years ago to use when on holidays, is no longer valid, if I dont recharge within 3 months I now have to go and buy a NEW USB PLUS a NEW SIM grrrrrrrrrrrrrrrrrrrrr and you wonder why you are losing customers, vodafone !!!!  VERY DISGRUNTLED USER!!! 



I apologise for the inconvenience that this may have caused for you. I can reassure you that our technicians are working on getting this resolved as soon as possible for us. 

 

You should be able to still use the USB that you have previously used. Are you able to let me know who advised that you will need to purchase a new one?

 

I would really like to get this resolved for you as soon as possible.

 

Thanks,

Bree 

 

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Occasional Visitor
appalled
Posts: 3
Registered: ‎27-06-2014

Re: Complaint form process page

by appalled Occasional Visitor
Message 9 of 13 (421 Views)

unbelievable... 
I am not a vodofone customer and I called to enquire regarding your procedures on allegfed harassment and falsified information allegedly provided in letter form to a vodofone customer that I know to be untrue and have my phone provider to back this however not one single operator was able to direct my call or assist me in any way regarding this legal matter. 
I'm not expecting specifics nor private information however in the very least I expected the email address of a division who could investigate the fraudulent information or to be put through to someone in much the same way I had with Optus. 
Your handling of this matter as a "service provider" is appaling and needs URGENT attention. 
In the meantime you have been no help, there is no form as your site suggests and even the suggestion noted her takes me through the same cycle. I suggest either emailing me a form directly or providing something more than this uselessly set up site to direct my EXTREMELY serious complaint elsewhere. 
Worst phone service provider I have ever experienced. 

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Community Manager
Tim_H
Posts: 2,529
Registered: ‎21-02-2011

Re: Complaint form process page

by Community Manager Community Manager
Message 10 of 13 (414 Views)

Hi @appalled ,

 

The instructions above on how to contact us were posted by another customer, and are a couple of years old. Sorry you've been given the run around by phone and while looking for a place to email us.  We've tried to keep things simple and have links to "Contact Us" and "Email us" in the footer of every page across the site, and under the support section of the top menu.

 

Our email team, and our phone queues are setup to help existing Vodafone customers, or for sales enquiries to new customers. There's not a lot of options we can offer to someone who isn't a customer and isn't looking to become one. We have relationships with the other phone providers in Australia to deal with issues involving harassing or unwelcome calls, enquiries around that topic are best raised with your own carrier. The other major issue non customers could need to speak to us about is if they think their information has been used incorrectly to connect a service with us, and we've got our details on dealing with identity fraud over here.

 

If I'm understanding your post correctly, you've been made aware that we've sent a letter to a Vodafone customer involving your information in some way? If so, we'd like to have a look into the situation with whatever information you have available. But to be up front, we're not going to be able to share any further information with you regarding an investigation involving another customer or internally.

 

We'll have the help and support team send you our email details and we'll get some more information from you.

And again, apologies if it's been difficult to talk to us. We work hard to make things as easy as possible for our customers, and it sounds like we haven't quite figured out who you need to talk to.

 

Sit tight, and we'll get your details shortly.


Thanks

Tim

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