MC
Mikael C
1 reviews | Active since May 2018
02 Dec 2020, 12:02
An organization that thrives on incompetence.
Vodacom has failed to arrive for a fiber relocation, despite access being arranged to the property and documents being submitted more than a month in advance. The line was meant to have been moved between 23/11-27/11 and no technician arrived. We are working from home (with the rest of the world) and are now incurring additional costs to have temporary internet to work.
The call center acknowledges the request was 'not picked up' by anyone in October despite an automated SR being sent confirming receipt.
No response or acknowledgement from Vodacom complaints . A fine example of an organization that has no idea of what their clients experience every time they deal with poorly trained staff.
As of now the supervisors this has been escalated to are Phazal. Mahlambe, Sbu and Buja - none of which have bothered to call back.
This is a simple operational task. Vodacom, you should re-evaluate who is representing your brand.
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Replies (5)0
Replies (5)
Vodacom's replyOfficial
02 Dec 2020, 13:57 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 reply02 Dec 2020, 13:57
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
MC
Mikael C's updateReviewer Update
04 Dec 2020, 08:42No response from any of the 'supervisors' who were looking at this:
Phazal Smit
Mahlambe
Sbu
Buja
Thomas Sithole
No response or acknowledgement to the formal complaint logged in this regard.
I have been following your own complaints handling procedure and you are in breach of this for refusing to let me speak to the 'contact center manager' who is never available.
From your website, as it seems you need clarity on your own process:
Complaints Handling Procedure
85. Vodacom will endeavour to resolve all customer related service interruptions timeously;
85.1. If the customer believes that the problem is not being adequately attended to; please contact our Contact Centre on *** (available 24 hours) and request to speak to the Contact Centre Manager (or an authorised delegated representative) to facilitate the escalation.
85.2. The escalation will be investigated and feedback will be provided to the customer within a reasonable turnaround time
85.3. This provision shall hold for all queries where internal competencies abound for resolution. Where the resolution of a query is dependent on the input of a third party network provider (e.g. network element, value added service or service provisioning interfaces and/or installation), resolution would be dependent on Service Level Agreements (SLAs) agreed with network/service provider and to the extent that the customer is not required to engage with the third party network provider directly
85.4. If the customer is not satisfied with the resolution; the customer has the right to request the Contact Centre Manager to further escalate the matter to FTTH Escalations for further through which a Service Request Reference number will be communicated with the customer and will be used in all further correspondence with the customer
85.5. Upon exhaustion of all aforementioned options to resolve complaint(s) and a customer is still not satisfied with Vodacom, such customer is at liberty to escalate his grievance(s) to the Independent Communications Authority of South Africa (ICASA).
Phazal Smit
Mahlambe
Sbu
Buja
Thomas Sithole
No response or acknowledgement to the formal complaint logged in this regard.
I have been following your own complaints handling procedure and you are in breach of this for refusing to let me speak to the 'contact center manager' who is never available.
From your website, as it seems you need clarity on your own process:
Complaints Handling Procedure
85. Vodacom will endeavour to resolve all customer related service interruptions timeously;
85.1. If the customer believes that the problem is not being adequately attended to; please contact our Contact Centre on *** (available 24 hours) and request to speak to the Contact Centre Manager (or an authorised delegated representative) to facilitate the escalation.
85.2. The escalation will be investigated and feedback will be provided to the customer within a reasonable turnaround time
85.3. This provision shall hold for all queries where internal competencies abound for resolution. Where the resolution of a query is dependent on the input of a third party network provider (e.g. network element, value added service or service provisioning interfaces and/or installation), resolution would be dependent on Service Level Agreements (SLAs) agreed with network/service provider and to the extent that the customer is not required to engage with the third party network provider directly
85.4. If the customer is not satisfied with the resolution; the customer has the right to request the Contact Centre Manager to further escalate the matter to FTTH Escalations for further through which a Service Request Reference number will be communicated with the customer and will be used in all further correspondence with the customer
85.5. Upon exhaustion of all aforementioned options to resolve complaint(s) and a customer is still not satisfied with Vodacom, such customer is at liberty to escalate his grievance(s) to the Independent Communications Authority of South Africa (ICASA).
MC
Mikael C's update04 Dec 2020, 08:42
Reviewer Update
No response from any of the 'supervisors' who were looking at this:
Phazal Smit
Mahlambe
Sbu
Buja
Thomas Sithole
No response or acknowledgement to the formal complaint logged in this regard.
I have been following your own complaints handling procedure and you are in breach of this for refusing to let me speak to the 'contact center manager' who is never available.
From your website, as it seems you need clarity on your own process:
Complaints Handling Procedure
85. Vodacom will endeavour to resolve all customer related service interruptions timeously;
85.1. If the customer believes that the problem is not being adequately attended to; please contact our Contact Centre on *** (available 24 hours) and request to speak to the Contact Centre Manager (or an authorised delegated representative) to facilitate the escalation.
85.2. The escalation will be investigated and feedback will be provided to the customer within a reasonable turnaround time
85.3. This provision shall hold for all queries where internal competencies abound for resolution. Where the resolution of a query is dependent on the input of a third party network provider (e.g. network element, value added service or service provisioning interfaces and/or installation), resolution would be dependent on Service Level Agreements (SLAs) agreed with network/service provider and to the extent that the customer is not required to engage with the third party network provider directly
85.4. If the customer is not satisfied with the resolution; the customer has the right to request the Contact Centre Manager to further escalate the matter to FTTH Escalations for further through which a Service Request Reference number will be communicated with the customer and will be used in all further correspondence with the customer
85.5. Upon exhaustion of all aforementioned options to resolve complaint(s) and a customer is still not satisfied with Vodacom, such customer is at liberty to escalate his grievance(s) to the Independent Communications Authority of South Africa (ICASA).
Phazal Smit
Mahlambe
Sbu
Buja
Thomas Sithole
No response or acknowledgement to the formal complaint logged in this regard.
I have been following your own complaints handling procedure and you are in breach of this for refusing to let me speak to the 'contact center manager' who is never available.
From your website, as it seems you need clarity on your own process:
Complaints Handling Procedure
85. Vodacom will endeavour to resolve all customer related service interruptions timeously;
85.1. If the customer believes that the problem is not being adequately attended to; please contact our Contact Centre on *** (available 24 hours) and request to speak to the Contact Centre Manager (or an authorised delegated representative) to facilitate the escalation.
85.2. The escalation will be investigated and feedback will be provided to the customer within a reasonable turnaround time
85.3. This provision shall hold for all queries where internal competencies abound for resolution. Where the resolution of a query is dependent on the input of a third party network provider (e.g. network element, value added service or service provisioning interfaces and/or installation), resolution would be dependent on Service Level Agreements (SLAs) agreed with network/service provider and to the extent that the customer is not required to engage with the third party network provider directly
85.4. If the customer is not satisfied with the resolution; the customer has the right to request the Contact Centre Manager to further escalate the matter to FTTH Escalations for further through which a Service Request Reference number will be communicated with the customer and will be used in all further correspondence with the customer
85.5. Upon exhaustion of all aforementioned options to resolve complaint(s) and a customer is still not satisfied with Vodacom, such customer is at liberty to escalate his grievance(s) to the Independent Communications Authority of South Africa (ICASA).
MC
Mikael C's updateReviewer Update
07 Dec 2020, 17:18No formal response from Vodacom or acknowledgement of receipt in writing
MC
Mikael C's update07 Dec 2020, 17:18
Reviewer Update
No formal response from Vodacom or acknowledgement of receipt in writing
MC
Mikael C's updateReviewer Update
08 Dec 2020, 13:43So far just automated responses and no accountability from anyone at Vodacom.
Not a call back or acknowledgement from escalations supervisors: Phazal Smit, Mahlambe, Sbu, Buja or Thomas Sithole.
RAM couriers given the incorrect address by Vodacom for parcel delivery and Vodacom now expects me to wait a minimum of 48h while they investigate.
Total wait since escalation without any action from Vodacom to remedy, 8 days
Not a call back or acknowledgement from escalations supervisors: Phazal Smit, Mahlambe, Sbu, Buja or Thomas Sithole.
RAM couriers given the incorrect address by Vodacom for parcel delivery and Vodacom now expects me to wait a minimum of 48h while they investigate.
Total wait since escalation without any action from Vodacom to remedy, 8 days
MC
Mikael C's update08 Dec 2020, 13:43
Reviewer Update
So far just automated responses and no accountability from anyone at Vodacom.
Not a call back or acknowledgement from escalations supervisors: Phazal Smit, Mahlambe, Sbu, Buja or Thomas Sithole.
RAM couriers given the incorrect address by Vodacom for parcel delivery and Vodacom now expects me to wait a minimum of 48h while they investigate.
Total wait since escalation without any action from Vodacom to remedy, 8 days
Not a call back or acknowledgement from escalations supervisors: Phazal Smit, Mahlambe, Sbu, Buja or Thomas Sithole.
RAM couriers given the incorrect address by Vodacom for parcel delivery and Vodacom now expects me to wait a minimum of 48h while they investigate.
Total wait since escalation without any action from Vodacom to remedy, 8 days
MC
Mikael C's updateReviewer Update
18 Dec 2020, 11:17No response from Vodacom. RAM just infirmed me they tried to deliver a parcel to an address which is not mine
MC
Mikael C's update18 Dec 2020, 11:17
Reviewer Update
No response from Vodacom. RAM just infirmed me they tried to deliver a parcel to an address which is not mine