SW
Stephanie W
1 reviews | Active since Jan 2019
17 Jan 2019, 17:50
Bad customer experience
Good day
I processed an insurance claim at Parow Centre store on the 02/01/2019.I then recieved an sms on 04/01/2019 to advise that the phone has been booked in at the Vodacom Shop Repairs Somerset West.I recieved an sms on the 15/01/2019,stating the phone in transit to the collection point.The problem that i have is when calling into both the contact centre and repair store,no one can follow up and advise on an estimated time of arrival.I have been advised to wait on an sms,it is three days later and no one can assist as i do not have a reference to track the parcel.The only reference provided is the one for the repairs,which is not the right one according to the contact centre.I need assistance (as no one is able to help,im just being told to wait.)I do not understand how it take 3+ days to courier the phone from the Somerset Repair Centre to Parow Centre Branch,when the phone was initially booked in within two days.I need urgent assistance. Please note the service at the branch was excellent,however the Insurance department is totally useless.
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Replies (3)
Vodacom's replyOfficial
17 Jan 2019, 18:53Dear 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
Best regards,
Vodacom's reply17 Jan 2019, 18:53
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
Best regards,
SW
Stephanie W's updateReviewer Update
18 Jan 2019, 13:28Please note I attempted to follow up with the Insurance Department,however I cannot reach anyone as there is a connection issue.I now called the Repairs Centre,who advised me that the phone will not be released up until i pay the excess fee,which i understand.The problem i now have is up until now,no banking details have been provided,and I also called the insurance dep two days ago who advised i can pay in store.I called the store ,who refered me to the repairs centre to get the banking details.Once again i do not know where i stand.No proper communication,and no assistance whatsoever!I am now struggling to get through to Repairs for the banking details.CAN SOMEONE PLEASE ASSIST!!!!
SW
Stephanie W's update18 Jan 2019, 13:28
Reviewer Update
Please note I attempted to follow up with the Insurance Department,however I cannot reach anyone as there is a connection issue.I now called the Repairs Centre,who advised me that the phone will not be released up until i pay the excess fee,which i understand.The problem i now have is up until now,no banking details have been provided,and I also called the insurance dep two days ago who advised i can pay in store.I called the store ,who refered me to the repairs centre to get the banking details.Once again i do not know where i stand.No proper communication,and no assistance whatsoever!I am now struggling to get through to Repairs for the banking details.CAN SOMEONE PLEASE ASSIST!!!!
Vodacom's replyOfficial
23 Jan 2019, 09:12Dear Stephanie,
Thank you for the time and effort taken to voice your dissatisfaction to our office. It is with the cooperation and feedback from valued clients such as yourself that we are able to identify any areas of improvement within our organisation. As per the feedback from the Vodashop. They have advised that the device will be at the store either today or tomorrow. Regards Consumer Website Team(SA)
Thank you for the time and effort taken to voice your dissatisfaction to our office. It is with the cooperation and feedback from valued clients such as yourself that we are able to identify any areas of improvement within our organisation. As per the feedback from the Vodashop. They have advised that the device will be at the store either today or tomorrow. Regards Consumer Website Team(SA)
Best regards,
Vodacom's reply23 Jan 2019, 09:12
Official
Dear Stephanie,
Thank you for the time and effort taken to voice your dissatisfaction to our office. It is with the cooperation and feedback from valued clients such as yourself that we are able to identify any areas of improvement within our organisation. As per the feedback from the Vodashop. They have advised that the device will be at the store either today or tomorrow. Regards Consumer Website Team(SA)
Thank you for the time and effort taken to voice your dissatisfaction to our office. It is with the cooperation and feedback from valued clients such as yourself that we are able to identify any areas of improvement within our organisation. As per the feedback from the Vodashop. They have advised that the device will be at the store either today or tomorrow. Regards Consumer Website Team(SA)
Best regards,