Bad experience with a Vodacom call centre

This afternoon, I received a call from Vodacom’s call centre regarding a package change. The consultant was very nice and sweet, although she sputtered and didn’t give me much time to absorb the information. However, in the end, I understood what she was offering and appreciated the effort—she even managed to save me some money. She also mentioned that I would receive a R1,200 voucher for Vodacomp products.

After half an hour on the call, I was transferred to a supervisor for verification. Unfortunately, the experience took a turn for the worse. The supervisor a male whose name was unknown as he did not even introduce himself or speak so fast that I did not understand was extremely rude, barely greeted me, and rushed through the questions without even giving me time to respond properly. When I pointed out his attitude, he gave a half-hearted apology but continued to rush the call. Before he hung up, I asked about the promised voucher, and he simply said I would receive an SMS.

It has now been almost 12 hours, and I have received nothing. I hate feeling deceived, especially when I am paying a significant amount to Vodacomp every month. If there is a gift, it should be honoured—if not, don’t make false promises. More than anything, I expect to be treated with respect, especially by a supervisor. Ironically, the consultant was far more professional and pleasant than the person who was supposed to verify her work. I was told the call was recorded so it would be a good exercise to hear how bad customer service gets exercised by a supervisor!

Vodacomp, customers deserve better.