It has already presided over one of the biggest PR disasters of the year and now Vodafone faces being sued by potentially thousands of its customers over poor network performance.
Sydney law firm PiperAlderman is seeking out disgruntled Vodafone customers to form a class action lawsuit over dropped calls, reception issues and poor data performance that have left customers fuming.
The Australian Competition and Consumer Commission (ACCC) has already said it is investigating the matter.
Vodafone initially blamed software bugs and argued that there were no serious problems with its network.
Its furious customers then took to social media and sites like Vodafail.com, forcing the telco to admit to some remaining issues. But customers calling its customer care line have been placed on hold for hours on end and then forced to fill out long, laborious forms.
Some customers who complained the loudest and contacted the Telecommunications Industry Ombudsman (TIO) have been able to get out of their contracts and received compensation but others have given up long before this stage.
“Calls dropping out, reception issues, poor data performance – this is not what Vodafone customers signed up for,” wrote PiperAlderman in a notice on its website.
“Vodafone, however, has continued to charge customers on its mobile plans, without providing the service it promised.”
The law firm said customers who signed up with Vodafone over the last three years may be entitled to compensation “if they were misled into signing contracts or if Vodafone did not live up to its end of the bargain”.
It said it was investigating a class action against Vodafone to recover losses suffered by its customers over the last three years, plus interest.
“There will be nothing to pay unless you successfully recover compensation,” the firm wrote.
Many Vodafone customers have said the constant call dropouts and reception issues have meant they have been unable to properly operate their businesses. Others have said they have been unable to call emergency services after being involved in an accident.
A litany of Vodafone customer horror stories can be found on the Vodafail.com website.
The owner of the site, Adam Brimo (pictured), has had legal threats from the telco and had the site’s logo removed from Facebook due to “copyright infringement” – a move he believes was sparked by a complaint from Vodafone.
More at the Sydney Morning Herald.
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i have been struggling with service drop out for 18 months now. vf were supposed to upgrade my area to 3g august 2009 and reception became worse recently they have upgraded crazy john network and that is woeful as well. i live in moe victoria
Hey Elly
You can register your grief at www.vodafail.com – not sure what the lawyers are up to but you could Google for their website and get into the heart of the action, so to speak… I had Vodafone as mobile broadband – it was supposed to be 3G but was slower than dial-up so I have first-hand experience with their crappy service. Good luck and thanks for stopping by.
Hi,
I have had many situations of my vodafone dropping out but have just put up with it. Last month I had no service for two days on the Gold Coast and was finally told that they were working on their towers. Yesterday and today I have no service on the Gold Coast. When I try to dial a number or retrieve messages I get a message on the screen emergency numbers only. When I dial my own mobile number from a land line it goes to message. I can’t dial out and no one can get me. I run my own business and this is an expensive inconvenience.
You should start by registering your complaint with Vodafone. Also, the website www.vodafail.com has all the contact details and you could also take a look at the PiperAlderman class action. You might get some compensation through that means, who knows. I would think they’d be very keen to talk to you if their performance adversely impacts your business. (If it’s any consolation, I think their service is CRAP too – I’ve completely given up on using their mobile broadband – it’s supposed to be 3G and is slower than dial up.) Good Luck.
This little video takes the protest to another level.
Whoops video link didn’t show up
http://www.youtube.com/watch?v=7NZYTBSN-rg
I have experienced hundreds of reception dropouts throughout Australia & no reception at all in my area in Melbourne for over 18 months.
I complained every first Monday of the month, when 3 would ring to try to establish a new customer, Great inter-office communications !
I went to the 3 store at Chadstone i was told me they could not help,
I immediately went over to the Telstra store, I have not looked back
Great reception, not one dropout in four months ! 3 wanted a contract payout, I argued the point with them, they reduced the payout by $60
But with a threat of being ‘credit black listed’
On this issue the Ombudsman should take a close look
Great to be away from the ‘Pretenders’
We have been with Vodafone since September & are far from impressed with their service. They are the only Telco I have been with that charge you when payment arrangements are made where they charge a late fee of $15.00 a month until up to date. The reception is constanstly dropping out. Crazyjohn want a contract payout & said they can not help us. My partner & I want out of our contracts without extra fees as that is the least CrazyJohns owes all their customers!
Disscruntled customer
Vodafone CEO was out apologising the other day. Ring Voda and tell them you want out and see how you get on. Otherwise you can join the class action and get your money back that way.
I will join the class action if I get nowhere again with my complaint.
What is the website address to join the class action please?
Spoke to a friend 2 days ago & he told me he only recieved 1 out of 2 of my texts. Vodafone never siezes to amaze me with the service not being supplied for what I am paying them for.