JL
Jacques L
1 reviews | Active since Aug 2022
15 May 2024, 07:14
Customer service *********** - LTE not working
Since upgrading my LTE wifi service has not been working. Customer care can't assist. Unable to work from home or use streaming services. I have also been charged for services for cover not requested although it has been cancelled.
Helpful (0)
Replies (4)0
Replies (4)
Vodacom's replyOfficial
15 May 2024, 07:52 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
Vodacom's reply15 May 2024, 07:52
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
JL
Jacques L's updateReviewer Update
15 May 2024, 11:15Allowing 7-14 working days to fix something is not acceptable. You are costing me time and money as I cannot work from home. A small " We apologize for the inconvenience and the service experienced" is not good enough. This needs to be fixed today.
JL
Jacques L's update15 May 2024, 11:15
Reviewer Update
Allowing 7-14 working days to fix something is not acceptable. You are costing me time and money as I cannot work from home. A small " We apologize for the inconvenience and the service experienced" is not good enough. This needs to be fixed today.
JL
Jacques L's updateReviewer Update
17 May 2024, 06:38Can the accounts department please contact me?
JL
Jacques L's update17 May 2024, 06:38
Reviewer Update
Can the accounts department please contact me?
JL
Jacques L's updateReviewer Update
17 May 2024, 07:28After going to the store yesterday, I found out that the telephone sales rep, who did my upgrade telephonically, was supposed to issue a new SIM card with the upgrade. I had to pay money out of my own pocket for Vodacom's mistake as I had to do a SIM swap in-store to ensure my WIFI is in working condition today. I was not able to wait 3-4 business days for the team to send me one via courier. I want to be re-reimbursed for this, please.
As previously mentioned, the telesales rep also didn't give complete information regarding my upgraded line. I was not advised that this would become a FUP line, I was also not advised that Contract Cover Plus will be added to my package. The latter has since been cancelled, but the charge is still showing on my invoice for payment this month. Please remove this immediately.
How the online team and all representatives from the call centre treat customers are unacceptable. Vodacom is at fault here, not me, the customer. Vodacom left me without WIFI for a whole week. Every time I spoke to an agent over the phone, I was made to feel that this was my problem and that Vodacom would only deal with it in their own time. We live in a high-tech world, people work from home daily and are very dependent on home internet. Please train your employees to not be defensive from the get-go, as this doesn't show a "customer care" mindset and is not AT ALL welcoming.
I WILL NEVER DEAL WITH AN ONLINE SALES AGENT AGAIN - they are dishonest and not properly trained. I WILL ALSO DISCOURAGE EVERYONE I KNOW TO DEAL WITH THEM - in-store staff is friendlier and much more informative. They assist me with the problem in less than 30 mins, something the online team advised can take up to 7-14 working days.
As previously mentioned, the telesales rep also didn't give complete information regarding my upgraded line. I was not advised that this would become a FUP line, I was also not advised that Contract Cover Plus will be added to my package. The latter has since been cancelled, but the charge is still showing on my invoice for payment this month. Please remove this immediately.
How the online team and all representatives from the call centre treat customers are unacceptable. Vodacom is at fault here, not me, the customer. Vodacom left me without WIFI for a whole week. Every time I spoke to an agent over the phone, I was made to feel that this was my problem and that Vodacom would only deal with it in their own time. We live in a high-tech world, people work from home daily and are very dependent on home internet. Please train your employees to not be defensive from the get-go, as this doesn't show a "customer care" mindset and is not AT ALL welcoming.
I WILL NEVER DEAL WITH AN ONLINE SALES AGENT AGAIN - they are dishonest and not properly trained. I WILL ALSO DISCOURAGE EVERYONE I KNOW TO DEAL WITH THEM - in-store staff is friendlier and much more informative. They assist me with the problem in less than 30 mins, something the online team advised can take up to 7-14 working days.
JL
Jacques L's update17 May 2024, 07:28
Reviewer Update
After going to the store yesterday, I found out that the telephone sales rep, who did my upgrade telephonically, was supposed to issue a new SIM card with the upgrade. I had to pay money out of my own pocket for Vodacom's mistake as I had to do a SIM swap in-store to ensure my WIFI is in working condition today. I was not able to wait 3-4 business days for the team to send me one via courier. I want to be re-reimbursed for this, please.
As previously mentioned, the telesales rep also didn't give complete information regarding my upgraded line. I was not advised that this would become a FUP line, I was also not advised that Contract Cover Plus will be added to my package. The latter has since been cancelled, but the charge is still showing on my invoice for payment this month. Please remove this immediately.
How the online team and all representatives from the call centre treat customers are unacceptable. Vodacom is at fault here, not me, the customer. Vodacom left me without WIFI for a whole week. Every time I spoke to an agent over the phone, I was made to feel that this was my problem and that Vodacom would only deal with it in their own time. We live in a high-tech world, people work from home daily and are very dependent on home internet. Please train your employees to not be defensive from the get-go, as this doesn't show a "customer care" mindset and is not AT ALL welcoming.
I WILL NEVER DEAL WITH AN ONLINE SALES AGENT AGAIN - they are dishonest and not properly trained. I WILL ALSO DISCOURAGE EVERYONE I KNOW TO DEAL WITH THEM - in-store staff is friendlier and much more informative. They assist me with the problem in less than 30 mins, something the online team advised can take up to 7-14 working days.
As previously mentioned, the telesales rep also didn't give complete information regarding my upgraded line. I was not advised that this would become a FUP line, I was also not advised that Contract Cover Plus will be added to my package. The latter has since been cancelled, but the charge is still showing on my invoice for payment this month. Please remove this immediately.
How the online team and all representatives from the call centre treat customers are unacceptable. Vodacom is at fault here, not me, the customer. Vodacom left me without WIFI for a whole week. Every time I spoke to an agent over the phone, I was made to feel that this was my problem and that Vodacom would only deal with it in their own time. We live in a high-tech world, people work from home daily and are very dependent on home internet. Please train your employees to not be defensive from the get-go, as this doesn't show a "customer care" mindset and is not AT ALL welcoming.
I WILL NEVER DEAL WITH AN ONLINE SALES AGENT AGAIN - they are dishonest and not properly trained. I WILL ALSO DISCOURAGE EVERYONE I KNOW TO DEAL WITH THEM - in-store staff is friendlier and much more informative. They assist me with the problem in less than 30 mins, something the online team advised can take up to 7-14 working days.