PA
Pastel A
1 reviews | Active since Dec 2018
05 May 2025, 22:29
Absolutely Frustrating Vodacom Upgrade Experience
Upgrading with Vodacom has been one of the most stressful and disappointing experiences I’ve ever had with a service provider. I opted for the phone and TV deal—excited at first—but it quickly turned into a nightmare.
The phone arrived first, the TV two weeks later. When I switched the TV on, there was already a line down the middle of the screen. This happened just before Easter weekend, and although I managed to log the issue on the Saturday, the service since then has been a complete disaster.
No one could give me clear instructions on what to expect next. I only found out by chance that both devices (the phone and the faulty TV) would need to be returned. I had to go through the hassle of switching back to my old phone, backing up and restoring data, and even purchased and app**** a cellphone cover and screen guard—completely unnecessary stress and wasted money.
From 19 April to 5 May, it’s been call after call, and failure after failure. Calls drop while I'm explaining the issue, no one calls back, and I’ve had to repeat the story to different agents every single time. When I ask to speak to a manager or supervisor, the call is either dropped or ignored. Shocking service.
Today I finally received an SMS with collection references. Despite repeatedly asking to be notified ahead of the collection, the driver simply arrived unannounced. Worse, I wasn’t even in town—I had to ask a friend to leave work to assist. Only for him to be told they were only there to collect the phone (not the TV).
After all this rigmarole, I’m still sitting with a huge TV in its box in my lounge and the cellphone, waiting to be collected. We didn’t hand the phone over to the driver claiming to be from Skynet because he couldn’t provide any proper reference or ID numbers. The vehicle registration didn’t match the one provided in the SMS, and the drivers weren’t in uniform or even professionally groomed—nothing about it looked legitimate or safe.
Up until a week ago, I was still willing to redo the application after all this debacle, hoping Vodacom would step up and make things right. But now? I just want Vodacom to collect their items and cancel the entire deal. They have definitely lost me as a long-term customer.
Whether it's Vodacom or their delivery partner Skynet, I am not their client—Vodacom is. This issue should’ve been handled properly from the start. Instead, I’ve been left with a faulty TV, a huge amount of stress, and no clear resolution.
Vodacom, do better. Train your staff properly. Communicate with your customers. And stop making your clients pay for your poor service.
Vodacom Upgrade and After Sales department - not even worth one star.
Helpful (0)
Replies (5)0
Replies (5)
Vodacom's replyOfficial
06 May 2025, 07:55 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 reply06 May 2025, 07:55
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
PA
Pastel A's updateReviewer Update
07 May 2025, 19:54Your cold and generic response is not helpful, Vodacom.
Despite mentioning multiple times that I could be contacted today (when I’m finally back in town), no one has bothered to call. You always say "all calls are recorded"— why not actually listen to those recordings to hear how your agents interact with customers and how poorly these types of issues are handled?
To make matters worse, I’ve now received my Vodacom bill—with the new charges—while I still sit with a faulty TV and a phone waiting to be collected. I reached out to your After Sales department again today (one of many calls), and I’ve made arrangements for both devices to be collected on a specific day. I’m even taking time off work specifically to get this resolved. I certainly hope it will be.
And now I’m told I must follow up again with Vodacom to ensure the deal is cancelled after the collection. Honestly—how pathetic. More admin, more inconvenience, and more wasted time for the customer.
If this is what Vodacom calls a "streamlined" process, I’m truly disappointed.
Over 20 years of loyalty to this service peovider, down the drain.
Despite mentioning multiple times that I could be contacted today (when I’m finally back in town), no one has bothered to call. You always say "all calls are recorded"— why not actually listen to those recordings to hear how your agents interact with customers and how poorly these types of issues are handled?
To make matters worse, I’ve now received my Vodacom bill—with the new charges—while I still sit with a faulty TV and a phone waiting to be collected. I reached out to your After Sales department again today (one of many calls), and I’ve made arrangements for both devices to be collected on a specific day. I’m even taking time off work specifically to get this resolved. I certainly hope it will be.
And now I’m told I must follow up again with Vodacom to ensure the deal is cancelled after the collection. Honestly—how pathetic. More admin, more inconvenience, and more wasted time for the customer.
If this is what Vodacom calls a "streamlined" process, I’m truly disappointed.
Over 20 years of loyalty to this service peovider, down the drain.
PA
Pastel A's update07 May 2025, 19:54
Reviewer Update
Your cold and generic response is not helpful, Vodacom.
Despite mentioning multiple times that I could be contacted today (when I’m finally back in town), no one has bothered to call. You always say "all calls are recorded"— why not actually listen to those recordings to hear how your agents interact with customers and how poorly these types of issues are handled?
To make matters worse, I’ve now received my Vodacom bill—with the new charges—while I still sit with a faulty TV and a phone waiting to be collected. I reached out to your After Sales department again today (one of many calls), and I’ve made arrangements for both devices to be collected on a specific day. I’m even taking time off work specifically to get this resolved. I certainly hope it will be.
And now I’m told I must follow up again with Vodacom to ensure the deal is cancelled after the collection. Honestly—how pathetic. More admin, more inconvenience, and more wasted time for the customer.
If this is what Vodacom calls a "streamlined" process, I’m truly disappointed.
Over 20 years of loyalty to this service peovider, down the drain.
Despite mentioning multiple times that I could be contacted today (when I’m finally back in town), no one has bothered to call. You always say "all calls are recorded"— why not actually listen to those recordings to hear how your agents interact with customers and how poorly these types of issues are handled?
To make matters worse, I’ve now received my Vodacom bill—with the new charges—while I still sit with a faulty TV and a phone waiting to be collected. I reached out to your After Sales department again today (one of many calls), and I’ve made arrangements for both devices to be collected on a specific day. I’m even taking time off work specifically to get this resolved. I certainly hope it will be.
And now I’m told I must follow up again with Vodacom to ensure the deal is cancelled after the collection. Honestly—how pathetic. More admin, more inconvenience, and more wasted time for the customer.
If this is what Vodacom calls a "streamlined" process, I’m truly disappointed.
Over 20 years of loyalty to this service peovider, down the drain.
PA
Dear Vodacom Team,
I’m following up once again regarding the unresolved matter tied to service ticket EC-21E1-3OU3WU.
I took the day off work today specifically for the scheduled collection, which I clearly communicated to multiple agents. Yet when I called the Vodacom After Sales department after 4pm, since nobody has been to collect, I was told the driver is only meant to collect the phone, and that I must now contact Samsung directly to arrange collection of the TV—which has been sitting in my lounge in its box for weeks! This is new information received today, since lodging this return on 19 April 2025.
I received a collection sms this morning, it's now nearly 5pm and no driver or calls re this matter.
I am a Vodacom customer. I purchased this deal through Vodacom, and I am being billed accordingly—yet now I’m being told it’s my responsibility to contact the manufacturer? That makes absolutely no sense.
To make matters worse, I’ve received conflicting instructions every time I speak to someone from Vodacom After Sales. One agent says both will be collected, while another says no only the phone. How is a customer expected to know what to do when your own team can’t give consistent or accurate information?
I’ve already incurred costs for a phone cover and screen guard—now a total loss to me. And after the amount of time and energy I’ve spent trying to get this sorted, I am honestly at my wit’s end.
Am I expected to take time off from work again!!!!!!
I expect a response in writing—this situation has already caused more than enough stress and inconvenience.
Pastel A's updateReviewer Update
12 May 2025, 16:52Dear Vodacom Team,
I’m following up once again regarding the unresolved matter tied to service ticket EC-21E1-3OU3WU.
I took the day off work today specifically for the scheduled collection, which I clearly communicated to multiple agents. Yet when I called the Vodacom After Sales department after 4pm, since nobody has been to collect, I was told the driver is only meant to collect the phone, and that I must now contact Samsung directly to arrange collection of the TV—which has been sitting in my lounge in its box for weeks! This is new information received today, since lodging this return on 19 April 2025.
I received a collection sms this morning, it's now nearly 5pm and no driver or calls re this matter.
I am a Vodacom customer. I purchased this deal through Vodacom, and I am being billed accordingly—yet now I’m being told it’s my responsibility to contact the manufacturer? That makes absolutely no sense.
To make matters worse, I’ve received conflicting instructions every time I speak to someone from Vodacom After Sales. One agent says both will be collected, while another says no only the phone. How is a customer expected to know what to do when your own team can’t give consistent or accurate information?
I’ve already incurred costs for a phone cover and screen guard—now a total loss to me. And after the amount of time and energy I’ve spent trying to get this sorted, I am honestly at my wit’s end.
Am I expected to take time off from work again!!!!!!
I expect a response in writing—this situation has already caused more than enough stress and inconvenience.
PA
Pastel A's update12 May 2025, 16:52
Reviewer Update
Dear Vodacom Team,
I’m following up once again regarding the unresolved matter tied to service ticket EC-21E1-3OU3WU.
I took the day off work today specifically for the scheduled collection, which I clearly communicated to multiple agents. Yet when I called the Vodacom After Sales department after 4pm, since nobody has been to collect, I was told the driver is only meant to collect the phone, and that I must now contact Samsung directly to arrange collection of the TV—which has been sitting in my lounge in its box for weeks! This is new information received today, since lodging this return on 19 April 2025.
I received a collection sms this morning, it's now nearly 5pm and no driver or calls re this matter.
I am a Vodacom customer. I purchased this deal through Vodacom, and I am being billed accordingly—yet now I’m being told it’s my responsibility to contact the manufacturer? That makes absolutely no sense.
To make matters worse, I’ve received conflicting instructions every time I speak to someone from Vodacom After Sales. One agent says both will be collected, while another says no only the phone. How is a customer expected to know what to do when your own team can’t give consistent or accurate information?
I’ve already incurred costs for a phone cover and screen guard—now a total loss to me. And after the amount of time and energy I’ve spent trying to get this sorted, I am honestly at my wit’s end.
Am I expected to take time off from work again!!!!!!
I expect a response in writing—this situation has already caused more than enough stress and inconvenience.
PA
Pastel A's updateReviewer Update
02 Jun 2025, 11:20 Despite multiple calls and follow-ups with Vodacom to arrange for the collection of the faulty devices, it was only on 10 May 2025—after taking personal time off work—that Skynet eventually came to collect them. I was then informed that CoActivate would be handling the matter, and I have since sent all requested documentation to facilitate the reversal and/or cancellation of the contract. To date, I have received no response whatsoever from CoActivate. I have followed up multiple times via email, and the complete lack of feedback is unacceptable. To make matters worse, Vodacom debited my account on 30 May 2025 for the increased installment amount for devices I no longer have in my possession. When I contacted Vodacom, they had no record of the collection, and only after further insistence was I told that a reversal would be processed—not to my bank account, but to my Vodacom account, which I did not consent to. I have clearly stated that I want the funds refunded to my bank account. This entire experience has been frustrating, time-consuming, and highly stressful. The level of customer service from both Vodacom and CoActivate has been completely unacceptable, and I am deeply disappointed by the lack of urgency and accountability shown. I will be escalating this matter on all available social media and consumer protection platforms.
This has been dragged out for two long - two months of this nonsense is draining.
This has been dragged out for two long - two months of this nonsense is draining.
PA
Pastel A's update02 Jun 2025, 11:20
Reviewer Update
Despite multiple calls and follow-ups with Vodacom to arrange for the collection of the faulty devices, it was only on 10 May 2025—after taking personal time off work—that Skynet eventually came to collect them. I was then informed that CoActivate would be handling the matter, and I have since sent all requested documentation to facilitate the reversal and/or cancellation of the contract. To date, I have received no response whatsoever from CoActivate. I have followed up multiple times via email, and the complete lack of feedback is unacceptable. To make matters worse, Vodacom debited my account on 30 May 2025 for the increased installment amount for devices I no longer have in my possession. When I contacted Vodacom, they had no record of the collection, and only after further insistence was I told that a reversal would be processed—not to my bank account, but to my Vodacom account, which I did not consent to. I have clearly stated that I want the funds refunded to my bank account. This entire experience has been frustrating, time-consuming, and highly stressful. The level of customer service from both Vodacom and CoActivate has been completely unacceptable, and I am deeply disappointed by the lack of urgency and accountability shown. I will be escalating this matter on all available social media and consumer protection platforms.
This has been dragged out for two long - two months of this nonsense is draining.
This has been dragged out for two long - two months of this nonsense is draining.
PA
Pastel A's updateReviewer Update
02 Jun 2025, 11:32 Despite multiple calls and follow-ups with Vodacom to arrange for the collection of the faulty devices, it was only on 10 May 2025 *correction collected on 13 May 2025*—after taking personal time off work—that Skynet eventually came to collect them. I was then informed that CoActivate would be handling the matter, and I have since sent all requested documentation to facilitate the reversal and/or cancellation of the contract. To date, I have received no response whatsoever from CoActivate. I have followed up multiple times via email, and the complete lack of feedback is unacceptable. To make matters worse, Vodacom debited my account on 30 May 2025 for the increased installment amount for devices I no longer have in my possession. When I contacted Vodacom, they had no record of the collection, and only after further insistence was I told that a reversal would be processed—not to my bank account, but to my Vodacom account, which I did not consent to. I have clearly stated that I want the funds refunded to my bank account *and I have to wait 14 days!!!*. This entire experience has been frustrating, time-consuming, and highly stressful. The level of customer service from both Vodacom and CoActivate has been completely unacceptable, and I am deeply disappointed by the lack of urgency and accountability shown. I will be escalating this matter on all available social media and consumer protection platforms.
This has been dragged out for two long - two months of this nonsense is draining.
This has been dragged out for two long - two months of this nonsense is draining.
PA
Pastel A's update02 Jun 2025, 11:32
Reviewer Update
Despite multiple calls and follow-ups with Vodacom to arrange for the collection of the faulty devices, it was only on 10 May 2025 *correction collected on 13 May 2025*—after taking personal time off work—that Skynet eventually came to collect them. I was then informed that CoActivate would be handling the matter, and I have since sent all requested documentation to facilitate the reversal and/or cancellation of the contract. To date, I have received no response whatsoever from CoActivate. I have followed up multiple times via email, and the complete lack of feedback is unacceptable. To make matters worse, Vodacom debited my account on 30 May 2025 for the increased installment amount for devices I no longer have in my possession. When I contacted Vodacom, they had no record of the collection, and only after further insistence was I told that a reversal would be processed—not to my bank account, but to my Vodacom account, which I did not consent to. I have clearly stated that I want the funds refunded to my bank account *and I have to wait 14 days!!!*. This entire experience has been frustrating, time-consuming, and highly stressful. The level of customer service from both Vodacom and CoActivate has been completely unacceptable, and I am deeply disappointed by the lack of urgency and accountability shown. I will be escalating this matter on all available social media and consumer protection platforms.
This has been dragged out for two long - two months of this nonsense is draining.
This has been dragged out for two long - two months of this nonsense is draining.