AP
Adele P
1 reviews | Active since Apr 2022
20 Apr 2022, 18:00
Customer care at Vodacom just doesn't care
Vodacom customer care is in dire need of URGENT re-assessment and improvements going forward. Please can Vodacom acknowledge this and implement changes ... like yesterday already. Surely the TrustIndex of 2.3/10 on hellopeter gives clear indication of a company that is failing miserably in service delivery. Failing the people who pay for the service. Kindly provide the public with a standard process in order for PAYING CUSTOMERS to ESCALATE complaints that go unattended/ignored. Not even the team situated in CEO office seem very concerned about the customer's overall experience, and fail to answer questions in emails.
I would like a call from the Director of Customer Relations/Communications for Vodacom in order to submit a detailed report of my traumatic experience since beginning Dec 2021. Not some employee who is going to say sorry and think that's sufficient. Apologies do not negate the ongoing stress. Nor give me back my time. Nor the calls that did not come through due to connectivity issues. Sorry is a trigger word when people abuse it. When someone says sorry it aught to mean CHANGES WILL HAPPEN to ensure same does not repeat!
HERE'S A THOUGHT... Maybe if Vodacom worked at keeping existing customers happy they would not need to spend a fortune on advertising to get clients to replace the ones who leave!! THEN THEY CAN REDIRECT BUDGET TO CUSTOMER SERVICE.
Helpful (0)
Replies (3)0
Replies (3)
Vodacom's replyOfficial
21 Apr 2022, 07:14Dear 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
Vodacom's reply21 Apr 2022, 07:14
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
AP
Adele P's updateReviewer Update
22 Apr 2022, 23:24Good day
I am disappointed as the Director of Customer Relations/Communications has not made contact despite my clear request.
I have responded on email after receiving a rather concerning response from network dept basically saying "no part - no idea when".
WHAT NOW????
I am disappointed as the Director of Customer Relations/Communications has not made contact despite my clear request.
I have responded on email after receiving a rather concerning response from network dept basically saying "no part - no idea when".
WHAT NOW????
AP
Adele P's update22 Apr 2022, 23:24
Reviewer Update
Good day
I am disappointed as the Director of Customer Relations/Communications has not made contact despite my clear request.
I have responded on email after receiving a rather concerning response from network dept basically saying "no part - no idea when".
WHAT NOW????
I am disappointed as the Director of Customer Relations/Communications has not made contact despite my clear request.
I have responded on email after receiving a rather concerning response from network dept basically saying "no part - no idea when".
WHAT NOW????
AP
Adele P's updateReviewer Update
28 Apr 2022, 16:27I am bitterly disappointed in what Vodacom considers "customer care". NOT!
I received a phone call on the 22nd Apr regarding my post on hellopeter. It was NOT the Director of Customer Relations/Communications for Vodacom, but rather a gent wanting an overview. So again I repeated the history of appalling service since beginning Dec 2021.
Despite my email-trail to the customer care in CEOs office, and subsequent to booster unit installed end Jan 2022 (temporary measure), I had been emailing since 08 Feb 2022 begging for help due to ongoing connectivity issues (despite booster) and the negative impact on my sister's job performance amongst other concerns. ALL TO NO AVAIL. No response. No one came to check. NOTHING. I contacted a very kind lady from Vodacom who I dealt with years ago begging for assistance. She is the only reason anyone from Vodacom finally bothered to hear my cries for help.
It seems there is no one who can tell me the official process to log a formal complaint with regards to Vodacom for customers being ignored and/or who are experiencing connectivity issues that impacts on their daily life.
HOW IS THIS ACCEPTABLE?
As the customers our complaints go ignored, the service level is highly questionable, and we must pay for this questionable level of service. Wow!
Monday past a gent called me - apparently the head of this CEO customer care department. As our conversation progressed it became evident he had NOT read through the emails. So here I was wondering how he thought this was
me being upset because of delay due to part not being in stock (no ETA could be provided), only to realise he had no clue that it's a week short of 3 MONTHS since I reported the problem! So chances are a faulty unit was installed, and if they had responded on or around 08 February I would not have had to go through 3 MONTHS of stress and begging a service provider to PROVIDE SERVICE. Only to be told "no stock"!
I have just emailed the head of customer care in CEO's office again, as no one from Vodacom has bothered to make contact.
Disappointed does not begin to describe how we both feel about how Vodacom values their loyal customers.
I received a phone call on the 22nd Apr regarding my post on hellopeter. It was NOT the Director of Customer Relations/Communications for Vodacom, but rather a gent wanting an overview. So again I repeated the history of appalling service since beginning Dec 2021.
Despite my email-trail to the customer care in CEOs office, and subsequent to booster unit installed end Jan 2022 (temporary measure), I had been emailing since 08 Feb 2022 begging for help due to ongoing connectivity issues (despite booster) and the negative impact on my sister's job performance amongst other concerns. ALL TO NO AVAIL. No response. No one came to check. NOTHING. I contacted a very kind lady from Vodacom who I dealt with years ago begging for assistance. She is the only reason anyone from Vodacom finally bothered to hear my cries for help.
It seems there is no one who can tell me the official process to log a formal complaint with regards to Vodacom for customers being ignored and/or who are experiencing connectivity issues that impacts on their daily life.
HOW IS THIS ACCEPTABLE?
As the customers our complaints go ignored, the service level is highly questionable, and we must pay for this questionable level of service. Wow!
Monday past a gent called me - apparently the head of this CEO customer care department. As our conversation progressed it became evident he had NOT read through the emails. So here I was wondering how he thought this was
me being upset because of delay due to part not being in stock (no ETA could be provided), only to realise he had no clue that it's a week short of 3 MONTHS since I reported the problem! So chances are a faulty unit was installed, and if they had responded on or around 08 February I would not have had to go through 3 MONTHS of stress and begging a service provider to PROVIDE SERVICE. Only to be told "no stock"!
I have just emailed the head of customer care in CEO's office again, as no one from Vodacom has bothered to make contact.
Disappointed does not begin to describe how we both feel about how Vodacom values their loyal customers.
AP
Adele P's update28 Apr 2022, 16:27
Reviewer Update
I am bitterly disappointed in what Vodacom considers "customer care". NOT!
I received a phone call on the 22nd Apr regarding my post on hellopeter. It was NOT the Director of Customer Relations/Communications for Vodacom, but rather a gent wanting an overview. So again I repeated the history of appalling service since beginning Dec 2021.
Despite my email-trail to the customer care in CEOs office, and subsequent to booster unit installed end Jan 2022 (temporary measure), I had been emailing since 08 Feb 2022 begging for help due to ongoing connectivity issues (despite booster) and the negative impact on my sister's job performance amongst other concerns. ALL TO NO AVAIL. No response. No one came to check. NOTHING. I contacted a very kind lady from Vodacom who I dealt with years ago begging for assistance. She is the only reason anyone from Vodacom finally bothered to hear my cries for help.
It seems there is no one who can tell me the official process to log a formal complaint with regards to Vodacom for customers being ignored and/or who are experiencing connectivity issues that impacts on their daily life.
HOW IS THIS ACCEPTABLE?
As the customers our complaints go ignored, the service level is highly questionable, and we must pay for this questionable level of service. Wow!
Monday past a gent called me - apparently the head of this CEO customer care department. As our conversation progressed it became evident he had NOT read through the emails. So here I was wondering how he thought this was
me being upset because of delay due to part not being in stock (no ETA could be provided), only to realise he had no clue that it's a week short of 3 MONTHS since I reported the problem! So chances are a faulty unit was installed, and if they had responded on or around 08 February I would not have had to go through 3 MONTHS of stress and begging a service provider to PROVIDE SERVICE. Only to be told "no stock"!
I have just emailed the head of customer care in CEO's office again, as no one from Vodacom has bothered to make contact.
Disappointed does not begin to describe how we both feel about how Vodacom values their loyal customers.
I received a phone call on the 22nd Apr regarding my post on hellopeter. It was NOT the Director of Customer Relations/Communications for Vodacom, but rather a gent wanting an overview. So again I repeated the history of appalling service since beginning Dec 2021.
Despite my email-trail to the customer care in CEOs office, and subsequent to booster unit installed end Jan 2022 (temporary measure), I had been emailing since 08 Feb 2022 begging for help due to ongoing connectivity issues (despite booster) and the negative impact on my sister's job performance amongst other concerns. ALL TO NO AVAIL. No response. No one came to check. NOTHING. I contacted a very kind lady from Vodacom who I dealt with years ago begging for assistance. She is the only reason anyone from Vodacom finally bothered to hear my cries for help.
It seems there is no one who can tell me the official process to log a formal complaint with regards to Vodacom for customers being ignored and/or who are experiencing connectivity issues that impacts on their daily life.
HOW IS THIS ACCEPTABLE?
As the customers our complaints go ignored, the service level is highly questionable, and we must pay for this questionable level of service. Wow!
Monday past a gent called me - apparently the head of this CEO customer care department. As our conversation progressed it became evident he had NOT read through the emails. So here I was wondering how he thought this was
me being upset because of delay due to part not being in stock (no ETA could be provided), only to realise he had no clue that it's a week short of 3 MONTHS since I reported the problem! So chances are a faulty unit was installed, and if they had responded on or around 08 February I would not have had to go through 3 MONTHS of stress and begging a service provider to PROVIDE SERVICE. Only to be told "no stock"!
I have just emailed the head of customer care in CEO's office again, as no one from Vodacom has bothered to make contact.
Disappointed does not begin to describe how we both feel about how Vodacom values their loyal customers.