Apparently pre-order doesn't mean launch day delivery

Dear Vodacom,

I write this on behalf of my father, Carlos Herckenrath.

So, we ordered him the iPhone X on Friday, 17 November at about 05.22 am. I received an email with a reference number and everything. Yes, this does not mean that he is guaranteed the device, but the service has just been appalling. No call-back from any call-centre agents, until I called them. Now I have to wait for another call from someone else, and then delivery will take place after that. What nonsense is this? I thought the online upgrade process was supposed to be easy and painless, with quick response times.

I'm well aware that the iPhone X is in short supply., but I would like to know one simple questions and that is: has a device been allocated to my pre-order? A device that is in the country.

This process has been poorly handled and I feel Vodacom should've approached in a manner as described below:

1. Inform the customer if a device from the first shipment has been assigned to them or not. 2. Update your website stating that pre-orders are sold out (the iPhone store managed to do that). 3. Once the upgrade confirmation has been completed and processed, delivery should be next day.

I'm really annoyed that I pre-ordered and was basically left in the dark about the entire process. What's so difficult about processing the order in a timely order? Why does one confirm the upgrade and then need to confirm it a second time before actually dispatching the device?

Can I receive any sort of indication of when the device will be in my hands?

Pre-order reference number: EY0EPG