AI CUSTOMER SERVICE IS NOT CUSTOMER SERVICE.
My review relates to the customer care line. It directed me to a robot and refused to register my preference to talk to a human. Its options did not match my needs and it did not register responses that I assume were by the book. The robot remarked that I appeared to be having difficulty, but STILL didn't put me through to a human being. I eventually called my local vodacom store and received good service there. However, the number I initially called was tagged "customer service" and it does not do what it says on the label.
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Vodacom's replyOfficial
12 Mar 2025, 13:14Dear 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 reply12 Mar 2025, 13:14
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
's updateReviewer Update
12 Mar 2025, 15:19Thank you for your automated response. I have already been helped. The point is that vodacom is using an experimental technology that does not work on their customers. At one point, I had to give a yes or no response to a query I wasn't interested in the answer to. Still, I tried. I said "yes" on cue and the darned thing didn't even respond. Companies need to prioritise customers over cost savings. If a person is talking to a robot and they are obviously struggling, transferring them to a human QUICKLY may save "customer rage" which I experienced this morning.
's update12 Mar 2025, 15:19
Reviewer Update
Thank you for your automated response. I have already been helped. The point is that vodacom is using an experimental technology that does not work on their customers. At one point, I had to give a yes or no response to a query I wasn't interested in the answer to. Still, I tried. I said "yes" on cue and the darned thing didn't even respond. Companies need to prioritise customers over cost savings. If a person is talking to a robot and they are obviously struggling, transferring them to a human QUICKLY may save "customer rage" which I experienced this morning.