ATROCIOUS service Vodacom Galleria Mall

ATROCIOUS service from Vodacom at Galleria Mall. An employee / manager named Kajal went out of her way to be unhelpful - then plays victim when I get irritated and start to raise my voice. Ho hum, such a tired old ploy. 1. My home internet died yesterday afternoon 2. By evening i called customer service and used their bot service to reset or synchronize as they call it 3. No joy so I called and spoke to Lerato who advised that there had been outages and the info she has was an 8 hour turnaround. We had a giggle about the need for patience… and I picked up a book to read. 4. This morning still no internet, I called customer service again and held on while we did a reset ‘at both ends’, my device and ‘the system’. No joy, the rep said she would investigate and call back in an hour. She did that and said ‘after upgrades’ my router was not compliant. She said she would escalate. 5. By mid afternoon I go to Vodacom at Galleria Mall managed by Kajal to explore options - buying a new router is better than no internet I thought… and the litany of stupidity begins: 6. The ticket machine for queuing is out of order, a gentleman comes over after I approach a counter and asks what I need. He responds ‘our technical person is on lunch, would you wait over here please. Fair enough. 7 The tech person soon emerges, as does Kajal who says ‘There is another customer over there who was first’. Fair enough, except that she barely acknowledges me. 8. That first customer finishes quite quickly but the tech person starts doing something else… then soon asks awkwardly what help I need. I describe the problem, she tests my SIM and says it isn’t working. She doesn’t offer a solution, I have to ask ‘Well now what, do I buy another?’ She asks if it is on contract, yes I say… and she asks Kajal who can help with ‘a contract SIM’. 8. Kajal, still barely acknowledging me moves to a terminal and slowly looks up my contract. ‘You see she says to her colleague… another one, we have five or six.. and explains in insider language what happened… the tech colleague looks at me (at least she IS talking to me) and sats’I see, it was working yesterday and now it isn’t’, shaking her head 9,’. I ask Kajal, what now. She asks without much clarity if I got the modem/router online? No, I said, I bought it here. ‘Who helped you she says?’ Like I would remember the name of someone from a transaction a year ago. ***? Who cares, I just want a SOLUTION! 10. After a bit of back and forth it turns out she was asking who sold me my CONTRACT, not router… which had happened on a phone call at the end of an earlier contract. And after I ask specifically how that matters… 11. ‘Oh, @THEY should have told you this CONTRACT is not compatible with the router. Meantime… this was OVWR A YEAR AGO! 12. Still she is so busy BLAMING (me for doing it online, then the consultant who sold me the package on the phone) she hasn’t offered me a solution, so I ask OK, so now what do I do NOW to get internet again? 13. ‘Oh you can buy a new contract at Rx / month with this data package (not even one question about my needs) 14. I don’t need a new contract I say, what does a compliant router cost? ‘What is it she asks her colleague? About R3000?’ The colleague reluctantly concurs. 15. At this point there is no way to be polite or respectful- and I take my things elsewhere.

I used to get decent service there. Today was some of the WORST, disinterested, couldn’t care less nonsense I have ever experienced