Disgusting Service

<p>Dear Sir / Madam</p> <p> </p> <p>I am addressing this e-mail to yourself out of sheer frustration with Vodacom.</p> <p> </p> <p>I have had a contract with Vodacom for 20 years now and have never experienced such a completely frustrating situation with your company that I find myself in now.</p> <p> </p> <p>My cellphone was ****** on New Years Eve at the V&A Waterfront and I reported it ****** to your Customer Care Department on the morning of the 1st of January 2017. The agent I spoke to locked the line. I then went through to your Canal Walk branch to purchase a new phone and perform a SIM swop (I have been through this procedure before). I purchased a new phone but the Sales Consultant was unable to complete the SIM swop and, as the Technical Department was closed, I had no choice but to leave with a phone but no SIM card. This whole procedure took just under an hour excluding travelling time.</p> <p> </p> <p>I then went through to your Waterfront store on the 2nd of January to once again attempt a SIM swop. I found the staff to be quite unfriendly and more interested in their private conversations than attending to customers. In fact the consultant who assisted me made me feel like I was wasting his valuable time. He once again attempted a SIM swop but was met with the same problem as the day before. He then suggested I purchase a SIM card and perform the SIM swop telephonically as he said that the Technical Department was closed so there was no point in phoning them. I purchased the SIM card from him and left. This whole procedure took about half an hour. On my return home I telephoned the Customer Service Department and completed the SIM swop telephonically. I was advised that the SIM swop would take anywhere between 2 to 24 hours and that I should switch my phone off and try every two hours which I did. When I switched my phone on about 3 hours later I entered my pin number and everything seemed to be in order.</p> <p> </p> <p>The next evening I realized that I was not receiving any text messages when my sister contacted my mother to find out why my cellphone wasn’t responding. I then discovered that I was not connected to the Vodacom network. I contacted your Customer Service Department on the morning of the 4th of January 2017 and the consultant advised me that the problem was now sorted and that I must switch my phone off for 15 minutes and then back on again and the problem would be resolved. I did this and nothing had changed. I then repeated this process 3 or 4 times during the morning but could not connect with the network. I then telephoned the Customer Service Department again, spent 30 minutes talking to a consultant only to be cut off without the problem being resolved. I then went into Vodacom in Blue Route Centre where I spent 45 minutes with a consultant (Rouchin) trying to sort the problem out. He then advised me that according to the system my SIM swop had been cancelled. Not once was this mentioned whilst on the phone earlier. He then attempted to do a SIM swop for me and once again encountered the same technical problem. He e-mailed the Technical Department asking for assistance and then requested that I return to the store the following day.</p> <p> </p> <p>I returned to Vodacom Blue Route on the 6th of January 2017, spent 2 hours with Rouchin and my problem has still not been rectified!</p> <p> </p> <p>I have now had a new phone for 6 days but am unable to use it. I am finding this whole situation completely unacceptable and feel that this is not the service one would expect from Vodacom. I am now questioning my loyalty to your company as I was under the impression that lack of service by a service provider was reserved for Eskom clients only!!</p>