Business LTE down

I have heard it said that Vodacom was the best when it comes to customer support, yet my experiences in the last 4 months with their support has been nothing short of a horror movie of utter disregard of their client and no show of accountability. After 2 months of unattended requests, we finally received the router and LTE equipment, plugged it in and it worked; for all of 12 hours.

Logged a call same day, only a response from the automated system. Responded to the auto response and still no response from anyone within Vodacom SME Support. Apparently the request was assigned to them yesterday 3rd March 2021. Getting hold of them by phone proved a challenge as the call centre is manned by automaton, so I resorted to emailing the *** mail alias. I copied *** as my mail seem to only update an unattended ticket (Vodacom 1940 FMC Update: SR*** - Site: SOWETO).

Here's the clinker; I received an automated email to.verify myself again before anything can be done. It's been two days without LTE access (opted for whilst waiting for fibre) , no response from your legendary support team which seem to hide behind the automated system.

I am writing this for the following reasons:

1. Your support structure does not allow for accountability on the first level of support 2. Your support is non-responsive; I suppose the COVID-19 situation is the excuse. Maybe calling might just get them sick. 3. Most importantly; YOU HAVE NO CLEAR ESCALATION PROCESS IN PLACE. We resort to such measures when there is no one to escalate SOP failures to.

Hoping to hear from you soon. I am not crossing my fingers