A day and a life as a Vodacom Client

It’s tragic to write such a disappointing email regarding service at one of South Africa's leading brands.

Being a client for 18 years - yes a prepaid client with Vodacom - a network I would have recommended to anyone till now.

So being prepaid clients of the brand - its comes time to get some new phones, so I suggest to my wife climb on the Vodacom Website and review any great deals and let’s see what is on offer. Personally not a fan for contracts, my wife finds a fantastic offer of two phones on a contract. After much discussion she convinced me - just like any great wife can do. Nevertheless I give in and say let’s apply online cause you get few things extra should you use the friendly, efficient online services provided by Vodacom - so on 11/07/18 she applies online @ 15:39, shortly there afterwards we receive notification that your application is being processed and that should you not receive a call within 24 hours kindly call Vodacom directly and quote the reference number ***XX. So twenty four hours comes and goes and we log a call, wow so all you hear is chimes/adverts and messages - well needless to say we off to a great start - the outcome of this call is of so much substance that I have nothing to report on.

So we try again on the 13/07/18 and send through the documentation, and go through the online process yet again, thinking well maybe we did something wrong - so reference YYYYY is then emailed to us with the same message. So here we go let’s give them their 24 hours to respond.

Imagine to our surprise absolutely no call is received - so it is decided that we phone a branch on the 14/07/18. OK we get through and finally someone answers Hilton from Vodacom Four-ways, we explained the situation and the hurdles we have already jumped to apply online - as it’s convenient and the deal comes with some extras which are not offered when you go in store. Hilton then says no worries please come in and he will resolve everything in store and that arrangement be made that the same deal which is being offered online is what we will receive regardless. Fantastic there seems to be a bright pro-active person looking to ensure the brand is protected and service is delivered to the client.

So 15/07/18 we up and go to Vodacom Four-Ways to resolve this. Only to arrive and find out nope Hilton isn’t working today - not perturbed Kaya says he will gladly assist and let’s get this done, shouldn't take more than an hour. So I fill in the application, copies are made of my ID, payslips handed in with 3 months bank - statements ----and he scans and send everything to be vetted. Fantastic Thanks Kaya - how long will this process take? --- Not long at all usually within an hour.

Not minutes later we told sorry the department that needs to approve is closed - but Kaya politely says don't worry ill see if they can resolve it by 15:00 if not I’ll call you first thing tomorrow. Disappointed we leave and await the call, 15:00 comes and goes - no call informing us that he was successful or unsuccessful or what the progress is at this stage.

So Monday 16/07/18 arrives and we don't want to nag first thing in morning so patiently wait for the call back as promised and to no surprise we don't receive any calls, so we call - we give details and explain who we spoke to, we get told by the first gentleman Kaya is currently busy with other clients and will call us - - - really??? Hours go by??? And we call again.... only to be treated so rudely. The conversation which ended with no resolve but again - I will call you!!

So 17/07/18 at around 12ish my wife and I decide to go get bread and milk - I say well lets go to the mall which isn't our normal choice but at least we can pop in the Vodacom shop and find out what is progress. So we arrive and we told no Kaya is off today - that is probably why you haven't received a call as of yet. The service just seems to get better doesn't it? What a joke.

But there is more, so Lenge introduces himself and says that he will have this resolved, he proceeds to inquire all the avenues we have pursued and we explain everything to him. He then proceeds to check up on our application and sees that Kaya used my home number as both a home number and work number on the application that Kaya inputted online. This got flagged by Vodacom's system and will need to be fixed.

No problem - would really appreciated if this was checked and someone could of called explaining what is causing the delay.

Anyhow so now we told go get the few necessities from the grocer Lenge needs an hour. So we wonder about for the hour as per request and return only to find out that the work number which is for one of the biggest Corporate Entertainment Groups in Africa is listed as a ***** number. Really? So could no one call me to inform me regarding this? So I supply another number - now we told that it shouldn’t take long Lenge is going to call and see that this is made Priority Susan from Vodacom has been handling this on the other side of the line.

So Lenge- How long? No no hang around and we will have this resolved. Another hour and we return - can you believe it now they have a problem with the next number - So the number the entire population would call to go to the reception desk is flagged, the number I then gave to go to Human resources department is flagged, so I give another number - this is the purchasing managers direct line which sits in office adjacent to mine. Now we told stick it out this will be resolved very quickly - so I said to my wife I am tired of walking around the mall let’s wait here Lenge says it’s not too much longer.

So he calls specific department and we wait two minutes to get through all the music/menu and and and finally a call centre agent picks up again. Sad but true they can’t transfer us to Susan because they don't know how and it’s not policy. So Lenge trying each time to have the problem resolved has to explain everything again for the umpteenth time. So now they call the next number and tell Lenge no one answers - and I say to Lenge its impossible so he drops the call and - as anyone can imagine the frustration is reaching boiling point - so I take my phone and call the number - Guess what???? It is answered - No No let’s not stop there Lenge takes his phone out and calls the number - OH my you won’t believe it - the call is answered and then he takes the shops phone cause I just want everyone to be sure the numbers work and call again - and really - you won’t believe it but it is answered again.

So Lenge phones this call centre back after applying and send this particular application through more than half a dozen times and get to yet another call centre agent which again he explains everything that has been taken place regarding the application up to date.

So they call while Lenge is on the line and now Lenge stands up and walks and talks and comes back and says he now needs to phone the IT Department for them to rectify something on the system, 4 calls to the department that ----Does not answer!!! So after arriving at Vodacom Four-Ways and pursuing this from 12:00 till 16:55 I get told that seems like the efforts online and going in the store have yet again an unanswered end. So Lenge comes with yet more stories of he will call us tomorrow which - is something I keep hearing however never do I receive these calls.

I appreciate the effort Lenge is personally trying to make to assist today - I can see he is as frustrated at trying to resolve this as I am. However the service is a shambles and I don’t think any of the Board of Directors/the CEO /Senior Management or as matter of fact any Vodacom employee would appreciate being treated and receive service such as this. It’s utterly pathetic, in the industry I work in which is service related you would have demanded this and that and probably gotten everything for free. It makes me so angry to think that a simply process of applying for your services and products can be such rigmarole.

So after zero calls, two online applications, close to 8 adjustments to my application due to negligent attempts by the call centre to do their due diligence and in excess of 5 hours in your store, what do my wife and I have to do to assist you to deliver the service you are offering?

I would like to know how this will be dealt with, who will be taking some responsibility to have this resolved and what action will be taken regarding this situation and poor service which no client especially a client for almost twenty years deserves.