Delivering poor customer service is a great way to get your loyal customers to loose faith in your brand.

<p>On the 29th July 2017, I upgraded one of my Vodacom contracts at the East Rand Mall store. During the evening of the 29th as I further explored the device in more detail, I realised that I was not happy with the features and the quality of the camera. I could not really test low light photography in store, therefore only saw the true quality that evening. I then decided that I wanted to change the deal to get another phone (which costs a few hundred rands additional per month). On the 30th July 2017, I called the store, and was told that they cannot assist me and change the deal since the phones are already open. I also spoke to the store manager (Michael), and he gave me the same feedback (even after he checked with his superiors). I then called the Vodacom upgrade line ( ********** ) for advice on the matter – I was advised that it was up to the store. I was also advised that any deal can be returned within 7-14 days and I must go into the store. I went into the store, and the store manager gave me the contract and refused to change the deal. While in the store I called the Vodacom upgrade line again – after explaining the situation again was told that there is nothing that can be done. I took a copy of the contract and left the store feeling very unhappy.</p> <p> </p> <p>(Should someone wish to review the call recordings - I called the Vodacom upgrade line on ********** at 10h21; 10h38; and 11h31 on the 30th July 2017)</p> <p> </p> <p>It is disappointing that between the Vodacom teams both at the store and at the Vodacom upgrade line no one was able to assist me (dealing with these individuals I got the feeling that not only were they unable to assist me because of protocol that they are mandated to follow, they did not really care to assist me). I have been a Vodacom contract customer since 2001 (uninterrupted) – and even after explaining this to the team at the store and on the Upgrade line, I was told that it did not matter.</p> <p> </p> <p>It does make business sense to look after your customers – especially a customer of 16 years – but for whatever reason the Vodacom team members I dealt with (in store and at the Vodacom Upgrade Line) don’t think so and don’t value my business.</p>