WvdL
Will van der Leij
1 reviews | Active since Mar 2013
24 Dec 2020, 08:36
1st-2nd line support inefficiency
Vodacom Business support seems either incapable or unwilling to assist beyond 1st line support. 2nd line engineers keep updating the ticket with false and incorrect information about things they cannot know, like my office being closed. We have a degraded service and have been issued a new router. Problem is we cannot get Vodacom to provision it because one cannot get past 1st line. No one returns calls nor send emails. It is beyond frustrating, it is a breach of contract.
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Replies (4)0
Replies (4)
Vodacom's replyOfficial
24 Dec 2020, 10:36 Dear Customer, Thank you for making us aware of your complaint. Kindly be advised that a consultant will make contact with you in due course to assist with your query. ***Please note*** Beware of phishing ****s. Vodacom will not contact you via Whatsapp to request your personal details Regards, Vodacom Consumer Website Team
Vodacom's reply24 Dec 2020, 10:36
Official
Dear Customer, Thank you for making us aware of your complaint. Kindly be advised that a consultant will make contact with you in due course to assist with your query. ***Please note*** Beware of phishing ****s. Vodacom will not contact you via Whatsapp to request your personal details Regards, Vodacom Consumer Website Team
WvdL
Will van der Leij's updateReviewer Update
24 Dec 2020, 14:42You didn't try and get hold off me. I had to phone in again.
After a combined 4 hours on hold I got to speak to someone above 1st line who told me they can't help me cause they don't have the information at hand. The engineer tasked with resolving the issue went on leave and never handed over.
After a combined 4 hours on hold I got to speak to someone above 1st line who told me they can't help me cause they don't have the information at hand. The engineer tasked with resolving the issue went on leave and never handed over.
WvdL
Will van der Leij's update24 Dec 2020, 14:42
Reviewer Update
You didn't try and get hold off me. I had to phone in again.
After a combined 4 hours on hold I got to speak to someone above 1st line who told me they can't help me cause they don't have the information at hand. The engineer tasked with resolving the issue went on leave and never handed over.
After a combined 4 hours on hold I got to speak to someone above 1st line who told me they can't help me cause they don't have the information at hand. The engineer tasked with resolving the issue went on leave and never handed over.
WvdL
Will van der Leij's updateReviewer Update
12 Jan 2021, 11:02"Our records indicate that the query was resolved."
Care to share with me how it was resolved? This is news to me.
Care to share with me how it was resolved? This is news to me.
WvdL
Will van der Leij's update12 Jan 2021, 11:02
Reviewer Update
"Our records indicate that the query was resolved."
Care to share with me how it was resolved? This is news to me.
Care to share with me how it was resolved? This is news to me.
WvdL
Will van der Leij's updateReviewer Update
24 Feb 2021, 17:17Still not resolved. The fibre division and the escalations team are now squabbling over whose responsibility it is and are once again ignoring their client. They don't answer calls, don't answer emails and refuse to allow us to escalate the case further.
We raised the issue with customer care who gave us their assurance they would escalate internally but they also have done nothing and are now not returning our messages either.
So be it. We're going to lodge a formal complaint through ICASA
We raised the issue with customer care who gave us their assurance they would escalate internally but they also have done nothing and are now not returning our messages either.
So be it. We're going to lodge a formal complaint through ICASA
WvdL
Will van der Leij's update24 Feb 2021, 17:17
Reviewer Update
Still not resolved. The fibre division and the escalations team are now squabbling over whose responsibility it is and are once again ignoring their client. They don't answer calls, don't answer emails and refuse to allow us to escalate the case further.
We raised the issue with customer care who gave us their assurance they would escalate internally but they also have done nothing and are now not returning our messages either.
So be it. We're going to lodge a formal complaint through ICASA
We raised the issue with customer care who gave us their assurance they would escalate internally but they also have done nothing and are now not returning our messages either.
So be it. We're going to lodge a formal complaint through ICASA