Disappointing Online Upgrade service

<p>It was supposed be simple, at least that is how they pretend it should be.</p> <p>We decided to upgrade an existing contract in order to get a new phone, the phone my daughter loves and wanted so desperately for her birthday.</p> <p>We were told that it will take 24 hours so we proceeded to do the upgrade on-line on Wednesday 10 May, two days before her birthday. We followed up the next day by visiting a Vodacom store just to check if everything is on track. Unfortunately they could not assist with the info and we were told to contact the customer care. When we eventually got through, an agent told us that the transaction can take up to 7 days.</p> <p>Naturally, we were not happy and decided to cancel the deal as the agent in the store told us that he can assist with a phone immediately, but the innitial (online) request had to be cancelled first.</p> <p>Again, we contacted Vodacom customer care and spoke to an agent who then told us that the transaction was completed and the phone has been dispatched for delivery via courier.</p> <p>All seemed on track as we now waited for the delivery to take place the next day.</p> <p>We sugercoated the early morning happy birthday celebrations on Friday by prommissing special deliveries.</p> <p>We ran up and down to the front gate in anticipation of the courier to arrive with the present, but nothing happened.</p> <p>We contacted Vodacom, who then referred us to Ram Hand to Hand Couriers with our reference number. They confirmed that their dispatch vehicle had our phone and that he arrived at our gate at around 10h00 in the morning. The driver tried contacting us on the contact number Vodacom had provided them, but could not reach us. </p> <p>Upon investigation, we realised that Vodacom had given Ram the incorrect number, using 083 instead of 072. This is what lead to the driver not being able to reach us, and had to continue with the rest of his deliveries.</p> <p>We were told that they will try and reroute him again, but that also didn't happen. We were told that we will have to then wait until Monday. Try and explain that to a 8 year old....</p> <p>My issue with Vodacom is that what is advertised, did not happen as a result empty promises, of poor effort and customer service and just a general lack of interest.</p> <p>Real pity that we are again committed to a 24 month contract with a service provider with low standards.</p>