Demographic Profiling

So disappointed with the level of service Vodacom offers to us paying consumers, from their technical systems to their customer care consultant

On the 26th jan 2018 I had bought 40mb next level data and I had shared 40mb with my brother who urgently needed the data to access his emails so he can print out application forms and rescan some can send later..only to find out on the 27th Jan 2018 Saturday morning he still hasn't received any. Out of confusion and frustration I call the customer care service to help me identify and rectify the mistake. I get through to the first assistant who was able to see that I had purchased data but she can't help me to see if the person I sent received or not, the only people who can help me are from technical support and unfortunately they can't help me now cause they're closed,they can only help me 'maybe' by Monday, I told I can't wait till then cause I need to sign these forms now,cause they need to be processed by Monday itself before 12pm. So I asked to speak to her manager who I also told that I honestly am not going to wait for Monday for negligence that took place on your side (Vodacom), the reason why I've been using Vodacom for 7years now it is because they assure quality and convenient in all their campaigns to us. So if I utilize provided optional service on the service menu there shouldn't be any reason for me to inconvenienced since everything is assured.

So she said that for now what she can do is log in a case and give me a reference number,which I recieved from technical support for further investigation and in the meantime load the 40mb because its an emergency,which I was gladly delighted. So she told me to wait 5-10minutes so she can send the 40mb to my Brother's number. I got off the call and waited an additional 60min, only to call again and ask about the delay,because my brother hadn't received the data yet and he was waiting to go print and rescan needed University documents. so this time i'm speaking to a different customer care consultant and I asked her to please track down then last person I spoke to, because my issue hasn't been resolved yet,so she she did, then that team leader again told me to wait 15min she will resolve the situation and she will personally call me for a follow up. 25minutes later my brother calls me tomtell me that they sent R5 airtime but that airtime was deducted by his airtime advance.by then I was furious because me and the consultants didn't agree on no R5,cause i told I personally don't need no data or airtime,I just want you guys to help me fix the situation you caused by sending 40mb I paid for form the intended number I was sending to, I couldn't get why was it so difficult for them to get that...

So I called the third time only this time to come across the most rude,obnoxious and patronizing of the bunch,who dismissed everything I said by just undermining me because she heard over the phone that I'm black,told me drop the call she will get back to me when the team leaders are done,I specifically told her that I don't want to end the call without my situation being resolved since its the 3rd time calling and its my right as customer to get help from my service provider,then she told me she's going to drop the call herself cause she's got other people to help,which she did while I was trying to ask about what she meant by that.

I didn't voluntarily put myself in the situation I was in, I was helping my brother with his university application. I'd like to say that Vodacom's demographic profiling is very terrible,pathetic and ********* to the most,because after they noticed that I'm a young black individual they went about their own way to handling the situation and not take me serious with mine, had it been a white person they would've went above and beyond their means and running like headless chickens,trying to solve the situation with their possible available means at that time,or even compensating them with more initial Data or gift vouchers just to satisfy them for their inconvenience,because handling and maintaining white interest is one of their top priority for business success.even after ive told them I've been with vodacom for more than 8years they still didn't even flinch.

As a University Marketing student, I realised a lot of issues with Vodacom's customer care, Demographic profiling being amongst them,

Fortunately for me I still have the names of the people that I spoke to and the recordings of our dialogue