BEYOND PATHETIC SERVICE FROM VODACOM ONLINE

I chat online with Lynette from Vodacom on 12 November 2018 about and upgrade to a Hauwei P20Pro. I asked about the vouchers offered with the upgrade and she was unable to give me details but promised to call back. When I called again on Tuesday 13 November, I was told that the request for an upgrade had een cancelled. Never heard from Lynette again. I became aware over the weekend of 17/18 November that Vodacom is also offering the new Hauwei Mate 20 Pro. Called early on Monday 19 to change the order to Mate 20 Pro but were told that the Hauwei P20 Pro had already been send via Ram Couriers as assignment nr. K ********** . Was also advised to not accept the phone and just send it back to Vodacom. My nightmare started here. I called many times to find out if the phone has been returned just to hear over and over again that the phone has been returned to the warehouse but that is has not be uploaded onto the system. In the meantime, I ordered a Mate 20 Pro at the local Vodacom store and the phone arrived in the meantime. I called Vodacom many times and was send from Peter to Paul. I was instructed to call 082111; ********** and 082135 only to hear the same excuse…it is the fault of RAM couriers and that they must have a backlog. I called for the last time on Saturday 24 November 2018 and speak to a very unhelpful Nthebising who asked me to call a different member. I then spoke to a very arrogant Mthunpi who let me feel that the problem is on my side…he further asked what upgrade I want and then “warned” me that many of the Vodacom deals are now over 3 years because of the cost of the phones. I was without exception told to wait and the time was simply move forward…another 5 to 7 days before RAM will upload the return of the phone and so on. I am now fed-up with Vodacom online. The frustration can’t be expressed in word. Do Vodacom know what is going on at their call centres? Isn’t there supervisors or managers that check on the call-centre operators? Why don’t you instruct RAM couriers (contracted by you and not by me) to speed up their administration? It is not a surprise that Vodacom’s rating is 1.56 out of five after 61 316 reviews! Aren’t you concerned about this rating? Your customer service is not existing, and the customer is always at fault. There is no effort whatsoever to try and assist the customer to solve a problem. There is no way in the World to recommend the use of Vodacom online service because the service is beyond pathetic. You need to be ashamed of what is happening at your call centres PLEASE help me to let RAM upload that the phone has been returned so that I can go and collect my upgrade at the local store here in Herm****. That is all I’m asking you. Please listen to your customer. Also let me know when the order has been reversed. My name is Johan and my number is ********** 081.