Appalling Service

I must first state that there are times when Vodacom is so efficient and on point. However, Vodacom upgrades call centre has been my worst nightmare. I have now had two terrible experiences with them when trying to upgrade my phones. Making matters worse is the fact that they don’t even seem to care about the level of service they provide. They have I don’t care attitude and whenever you ask a specific question or put a specific request they simply read you a manual or standard procedure and in few words literally tell you to take it or leave. For a private company this is very disappointing and unacceptable. So 2 weeks ago I ordered/upgraded one of my phones and was told I will get it within 7 working days. While still waiting i got a call from Vodacom on Wednesday confirming the order and was told I will get the phone within 3 working days. Fine I waited. Now all those days have come and gone and I have not heard anything so I phone in to enquire. When I got hold of them, I am told there was a system error and my order was never generated – Vodacom’s error that is and no fault of my own. Now I ask, when will I receive the phone? The person assisting me says she doesn’t know. I then ask to speak to the supervisor to try to ask him to speed up the process because I urgently need the phone but the supervisor brushes me off and tells me I should just wait and I will get a response between 1 and 72 hours. I tried interrogating this turnaround but he basically told me it is what it is. Despite this being Vodacom fault, the supervisor was not interested and not at all willing to help me. He treated me just like any other number and didn’t even bother to understand my story but just read me the standard procedure. I really expected better of Vodacom and I hope this is not the level of service we are expected to get accustomed to. This was a Vodacom error/mistake and they least they should do is run around, follow up and solve the matter. Instead all I got is attitude and incompetence.