Just wrote this self-explanatory eMail to Vodafone AU. I am so upset about the way they treat their customers. In addition, they advertise free Twitter access and still charge me for using it.

Dear Vodafone Support-Team,

since I have been on hold on your hotline for over 40 minutes now, I can as well use the time that I have to listen to the music to simultaneously write you a complaint email.

I am still being charged for accessing Twitter from my mobile, although I did exactly as I was told. I am using a Nokia 6303 Classic. To acces Twitter, I go to Menu -> Internet -> Bookmarks, where I have saved http://m.twitter.com as a bookmark.

Every now and then, the Twitter mobile website redirects me to http://mobile.twitter.com, which has nothing to do with what I type into the browser – it’s a feature of Twitter. You should check your software if http://mobile.twitter.com is included in the “free-to-access” filter.

I have already complained at the Vodafone Shop at Doncaster SC. I was refunded the $3 that were incorrectly charged. I was told that the way I access Twitter is totally correct and that I shouldn’t be charged for that.

In good belief that the error would have been fixed after my complaint, I tried accessing Twitter again today – and was charged AGAIN!

So, I decided to call the hotline an hour ago – I must say that I have never had to stay on hold for that long, no matter what hotline I called. This is really bad customer service, but you’ll probably know that already, as it was being discussed even on TV. Feel free to pass this complaint on to your supervisor.

The first call went nowhere – after the friendly computer voice got my PIN, I just heard an engaged line, then I was thrown out of the system. 2nd try, more luck: I got to a real person straight away. Unfotrunately, that guy couldn’t help me at all. In the end, he told me that I had to access Twitter via the “Vodafone Central” app. I told him I wasn’t using a smartphone, but an old Nokia 6303 Classic. He told me I should click on the “Vodafone Central” link, then. THERE IS NO SUCH LINK! Then he wanted to pass me on to a technician to help me setup my phone for Vodafone Central. I waited for 30 minutes, hung up, tried again, busy line, again, busy line – and now I have been on hold for 15 minutes already, being told that “we will be with you soon”. This is really, really bad. I just hung up.

Here is my question again:

HOW DO I SETUP MY NOKIA 6303 TO ACCESS TWITTER FOR FREE, AS YOU ADVERTISE IT?

Please, check my usage log and refund me the 80 cents that you charged me today.

I was thinking of going on a Vodafone infinite iPhone plan next year, but I guess I’ll have to think about that. I have no experiences with your competitors, yet, but it can’t be much worse that this.

Kind regards
Marco Luthe