Hellopeter
Share Your Experience
MS
Marius S

1 reviews | Active since Nov 2009

06 Jul 2021, 09:02

Customer can not rate a call to Customer Center

A recorded voice informs Vodacom Customer while they hold on to speak to an operator that they will be given an opportunity to rate the call and Vodacom after the call. I have previous brought it to the ttention of Vodaciom that Call Agents drop the call before I am able to rat ethe call. Today I called Customer Care 082135 - again the recoding told me I can rate the call after the call has been completed - I was not given the opportunity,. I call Customer Care and asked why - they informed me that "the system to rate a call was switched off" in stead I will get a SMS to rate the call - I have not received any SMS - I was then told it will take 24 hours. Vodacom should advise Customers if they make such changes. Change control should include updating the pre-recorded message which tells Customer to wait after the call to rate the call and Vodacom

0
Replies (2)
Vodacom
Vodacom's reply06 Jul 2021, 11:14
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 
MS
Marius S's update06 Jul 2021, 13:08
Reviewer Update
Thank you Vodacom - Mr LG called me and advised me that Vodacom did in fact discontinued the option to rate a call after the call is finished. Vodacom has moved to digital platform and callers ("Customers" should receive SMS messages - depending on action taken by Call Agent. While I expressed my expectation that Vodacom would have informed Stakeholders of this change I accepted that Vodacom decided not to communicate.