3 months later and still NOTHING

I visited Vodacom Paarl to upgrade my phone as I was eligible for an upgrade. Nothing was wrong with my current phone, however as I had been a loyal Vodacom customer for many years, I decided to give it a try.

Visited the store and was advised that they did not have stock of the particular phone I wanted and was advised that they would order it for me. The sales consultant proceeded to take my name and contact details and said that they would call me in a few days time. At the same time I handed in my marriage certificate and completed a form order to change my surname, which is still not done. I waited more that 7 days and went to the store again. Still no stock, the lady that took my details is was now on leave. Left again with another promise to be called, this again did not happen and a week later I returned to the store only to be told that the new deals were to be released the next day and there was no point in upgrade on this day, despite telling the consultant that i am only interested in one particular deal and did not want to wait anymore.

After my THIRD attempt to upgrade in store, I attempted to upgrade online WORST MISTAKE EVER.

On the first attempt was unsuccessful as even entering all necessary information, the site would not let me continue and complete the process. Eventually, after asking for assistance, a consultant called and completed the process telepathically. After confirming the delivery address and cellphone number multiple times, this was recorded wrong - the phone was sent to my home address (between 8 - 5pm I am at work, hence giving my work address for the delivery). The delivery guy could not contact me as a completely different number was recorded (not even my own). So the promise FREE, next day delivery, never happened. I called and was advised about the address that was wrong, I gave the correct address and was promised that the delivery would happen. After another couple of days and no phone /sms, I contacted the number on the waybill, got through to RAM, who told me to call Vodacom directly. Called Vodacom only to realise that the address was never changed and she would change it straight away - the order was cancelled at this stage as I would no longer be at the delivery address and my schedule was as such that I could not confirm being at the delivery address. This can be backed up on the Vodacom Online Chat history, you should surely be keeping.

Tried to upgrade again and had to wait a few more days, until the current order was cancelled, before upgrading online again.

Upgraded online for a second time and the phone was delivered, without the earphones. Called and was transferred to various agents, various different departs – only after the 5th call, I was informed by Shaheenah (I think, not sure of the name) that they are experiencing issues at the warehouse and for some reason they are not packing the earphones with the phone – I should send an e-mail. I really would have appreciated if I was told this the FIRST time I called…

At this stage I was experiencing problems with the phone, it took various calls with various agents, in various departments in order to reach some one that is able to help with this. After being transferred from Vodacom Customer Care to Upgrades to Online Sales to After Sales and having to explain this issue every time is most frustrating. Surely, you should be able to track my calls, after all ‘’all calls are recorded…”’ Anyway, to make a long and very boring story, very short – it is now 3 months later and I still do not have the earphones and after sending the phone back to be fixed on 11 January 2019, I have just received my phone and it is STILL NOT FIXED

I went into Vodacom Paarl to ask for assistance - they practically laughed at me saying - ''This is what happens when people upgrade online, and they expect us to help them in store. The online guys do not like us and we don't like the online guys''

Well, I didn't need to hear this UNNECESSARY INFORMATION - please sort out your internal politics yourselves!!!!

The phone froze while in use and I was unable to use it further – can’t unlock homescreen, can’t type anything on it, cant get into any apps – just froze. The phone was collected on 11 January 2019 – the upgrade was supposed to be cancelled and I would resubmit the upgrade again (which I will never do with Vodacom again). Why can’t you just fix a faulty device and return it back, all my personal, banking information is on there and is now lost! A week after returning the phone, I e-mailed again to ask when I will receive my phone as I was under the impression it would be fixed and returned – I was informed that I would not get the same device back and they would have to provide a new one. Again, listen to the telephonic discussion. A few more days later after I have not heard anything, I e-mailed again asking when it would be delivered. Again, I was informed that it would not be the same phone delivered back to me, the current contract will be cancelled and I would have to resubmit the upgrade – reluctantly I agreed to this. Then I received a call to say that the ‘find my iphone’ tracker was turned on and therefore, my own phone would be sent back to me, I would have to unlock it and it would be returned back to Vodacom and no, I can’t keep my phone, even if it has been fixed as a ticket has already been issued for the cancellation. (This process is primitive and outdated and not focussed on the consumer at all). A few days later, and still nothing – I e-mailed again and I was asked to send my passcode to unlock my phone over e-mail – UNACCEPTABLE. So you are asking me to hand over my security code and send it to some guy in a warehouse, who knows where – so he can gain access to my personal/banking information! HOW IS THIS EVEN A QUESTION TO ASK YOUR CUSTOMER? Sure Vodacom has technicians that can help here? This cannot be the first faulty Iphone that is being returned. How is there not a policy in place so that customer service consultants know what to do??? After, I would not agree to provide my passcode, I was advised that the phone would be returned to me (EXACTLY WHAT WAS PROMISSED A WEEK AGO). I e-mail again and ask that you confirm that the phone would be fixed and in working order by the time I receive it in order to unlock it and send it back. Firstly, as the consumer I should not even have to concern myself with something like this!! Low and behold, no reply on e-mail, the phone was delivered yesterday and DOES NOT WORK SO I CANT INSERT THE CODE SO CONTRACT CANT BE CANCELLED SO I CANT MOVE ON AND NEVER DEAL WITH VODACOM AGAIN.

You have lost a loyal client forever – myself and my family will NEVER use Vodacom as a service provider ever again. After 3 months of dealing with Vodacom, I refuse to call again and be transferred from one person to another – I will not call again and stay on hold for 45 mins to an hour – I refuse to call Sumeerah (online team supervisor) again or believe any empty promises of being called back!! I refuse to e-mail Tracey in the hopes that she will assist in a timely manner. YOU HAVE RECEIVED YOUR MONEY, PLEASE GIVE ME THE ITEMS THAT I ORDERED.

I have asked Tracey from the online admin department (who I have been corresponding with via e-mail) to call me and this is being ignored..... PLease can someone call me to resolve this??