Complete inability to assist

<p>I had the worst time upgrading and when I finally received my couriered phone last week, I sighed a sigh of relief. Alas, this was incredibly short lived. Upon opening my package I notice that although my upgrade phone was correctly delivered, the screen protectors and phone cover included in the bundle was for an iPhone6 Plus – which would typically be way too big for an iPhone 6s. I was told at the Vodacom branch in Sandton that they cannot exchange the package for me as it was an online order and therefore “not part of their stock”. Thus began a seemingly endless quest to reach the correct department. I was shunted from client services, to online sales, to after sales service, back to online sales, to telephonic sales, back to after sales service, back to telephonic sales – nobody could find anything “on their systems” to assist, until at telephonic sales FINALLY somebody was able to point out to me that I have been moved to the 3D system and “only a handful of people in Vodacom can assist me, I should therefore phone retentions. This process took a week.</p> <p> </p> <p>Phoning retentions, a very helpful lady told me that of course they can come and collect the incorrect product, BUT I would need to return the ENTIRE PARCEL – including phone – to enable them to exchange the incorrect product. So I would need to return the phone, that has been 100% set up AND the sim card that has been activated, in order for Vodacom to correct their error – resulting in my not having a phone for however long it takes them to sort everything on their side, and then being in the position to REACTIVATE my sim and go through the entire process of RE-UPDATING my phone.</p> <p> </p> <p>Needless to say, I declined this option as with my job I cannot afford to be without a cell phone for however long it may take Vodacom to send me the correct product – IF they do send me the correct product.</p> <p> </p> <p>I regret the fact that I just renewed my contract, however the majority of my family is also with Vodacom or planning to come across from other networks – I will be sure to inform them of the incredibly poor customer service and inability to assist without great discomfort to your customers.</p> <p> </p> <p>I deeply regret that Vodacom – from whom we have always received stellar service – has proved themselves incapable to assist their customers in a manner not COMPLETELY inconveniencing them.</p>