1 reviews | Active since Sept 2015
Disgusting Service!!!
<p>I had an upgrade done online on 26/10, the order was not processed as Vodacom’s system went offline. I told the consultant not to process until I confirm and also that I had another upgrade on another number to do. The next day I got a call to process the second upgrade and was also advising that the first upgrade has been processed already even though I told her not to process anything. I was then told that there is nothing they can do to reverse the order so the best thing to do it to not sign for delivery and it will be reversed. Every day since the 26/10 I have been calling to arrange my upgrade according to my preference and am told that an email needs to be sent somewhere for it to reflect on their system that the order has been cancelled. Last Thursday, I spoke to Oscar and was told that he had sent the email and I should wait until Friday or Monday and he will call me back, I haven’t heard from him! Today, the 08/11, still nothing has been done. How much longer do I have to wait for this to be cancelled...months, years??? I am disgusted at this service and lets not even mention the attitude I got as if they are doing me a favour!!!!</p>
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.
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Regards,
Vodacom Consumer Website Team
Best regards,
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
Best regards,
So an update on this pathetic service I am receiving form “My” service provider Vodacom. Since my last complaint about them on Hello Peter on the 08/11, I received a notification on the same day that one of their consultants will be in contact with me in due time. I received an email on the 08/11 from Cassandra stating exactly what I have complained about, please see below:
From: ********** ********** /> Sent: 08 November 2016 12:47 PM
To: Kumeshni Marimuthu
Subject: EC-04FS-2QUJ3D
Dear Kumeshni,
Please note that I have requested the upgrade reversal of the device that has been returned.
I will request the upgrade agent to contact you once the upgrade is available again.
Regards,
Cassandra
My reply to the above was: This is exactly what my problem was, everybody has requested for the reversal to be done but up until now I still have not received a call back and every time I call them, they cannot help.
Please advise when can I expect a call as this has taken far too long now. And again her reply:
From: ********** ********** /> Sent: 08 November 2016 02:41 PM
To: Kumeshni Marimuthu
Subject: RE: EC-04FS-2QUJ3D RE:
Dear Kumeshni,
Please note that the Upgrade Reversal I have logged and I will keep your query open till it is resolved.
I understand that the individuals have previously failed you but I hope that we can resolve this matter urgently.
Regards,
Cassandra
Never the less, on the morning of the 10/11 I sent her an email asking for further update and only received an update this morning saying that their records reflect that the Upgrade has been reversed and Did you reapply for the upgrade? My response was that I had spoken to some at Vodacom at Mall of the South 15 minutes before receiving her email and they had advised me that this issue has still not been resolved. She came back now only at 14H00 saying that she was hoping that IT would have sorted this out by now but she has requested a follow up and the matter has not been closed as yet.
Now to go further, my house was broken into in the early hours of Friday morning where my cell phone, iPad and a few other household contents has been ******. I called 082111 that morning requested to block the numbers of the iPad as well as my cell however the lady I dealt with told me that her system was very slow, confirmed my details and told me that she will call me back on an alternate number provided as soon as my request has been action. I didn’t get any call back, later that morning at about 11AM I received a call from my hubby to say that they had blocked his number instead….this is the *********** people I have the privilege of dealing with! I had no choice but to rush over to Vodacom Mall of the South as this is closest and most convenient for me. Someone by the name of Thokozani assisted me in his best ability and was very helpful, he did a sim swop for me and also tried to assist me with my upgrade issue. I requested to speak to his manager as we had spoken to someone by the name of Kabelo who claimed to be the Team Leader at ********** (upgrades), he promised that he has escalated my problem and has requested that it be given highest priority and he would call me back at 16H00….HE ****!!! To date I am still waiting for a call. As for the manager Mr Jan Dawid Pieterse at Mall of the South, he didn’t even try to go the extra mile to assist me. He just told Thokozani that there is nothing he can do, didn’t even apologise to me or anything of that sort, just went back to his office….so much for Managerial Position!!!! Thokozani tried calling to do my sim swop as usual, their systems were offline. He didn’t give up, he kept trying over and over until he was able to assist me, apologised profusely for not being able to assist with an upgrade but promised to follow up and get back to me by today. On Saturday, my line was suspended and when I called to query this, I was told that I am in arrears for an amount of R5500.00, I asked how was this possible as it is only the 12/11 and also that my account is on debit order, I was told that they cannot tell me but if I call back on Sunday (yesterday) someone in the accounts department will be able to help further. I then called Thokozani again and he told me if I can make it to get to the mall before 17H00, he will try to assist me. Just one phone call is all he made and the problem had been resolved. I take my hat off to this gentleman for going the extra mile and knowing exactly what customer service is. I even received a called this morning as promised just updating me that the upgrade has not been reversed yet. This is what you call service!!!
So an update on this pathetic service I am receiving form “My” service provider Vodacom. Since my last complaint about them on Hello Peter on the 08/11, I received a notification on the same day that one of their consultants will be in contact with me in due time. I received an email on the 08/11 from Cassandra stating exactly what I have complained about, please see below:
From: ********** ********** /> Sent: 08 November 2016 12:47 PM
To: Kumeshni Marimuthu
Subject: EC-04FS-2QUJ3D
Dear Kumeshni,
Please note that I have requested the upgrade reversal of the device that has been returned.
I will request the upgrade agent to contact you once the upgrade is available again.
Regards,
Cassandra
My reply to the above was: This is exactly what my problem was, everybody has requested for the reversal to be done but up until now I still have not received a call back and every time I call them, they cannot help.
Please advise when can I expect a call as this has taken far too long now. And again her reply:
From: ********** ********** /> Sent: 08 November 2016 02:41 PM
To: Kumeshni Marimuthu
Subject: RE: EC-04FS-2QUJ3D RE:
Dear Kumeshni,
Please note that the Upgrade Reversal I have logged and I will keep your query open till it is resolved.
I understand that the individuals have previously failed you but I hope that we can resolve this matter urgently.
Regards,
Cassandra
Never the less, on the morning of the 10/11 I sent her an email asking for further update and only received an update this morning saying that their records reflect that the Upgrade has been reversed and Did you reapply for the upgrade? My response was that I had spoken to some at Vodacom at Mall of the South 15 minutes before receiving her email and they had advised me that this issue has still not been resolved. She came back now only at 14H00 saying that she was hoping that IT would have sorted this out by now but she has requested a follow up and the matter has not been closed as yet.
Now to go further, my house was broken into in the early hours of Friday morning where my cell phone, iPad and a few other household contents has been ******. I called 082111 that morning requested to block the numbers of the iPad as well as my cell however the lady I dealt with told me that her system was very slow, confirmed my details and told me that she will call me back on an alternate number provided as soon as my request has been action. I didn’t get any call back, later that morning at about 11AM I received a call from my hubby to say that they had blocked his number instead….this is the *********** people I have the privilege of dealing with! I had no choice but to rush over to Vodacom Mall of the South as this is closest and most convenient for me. Someone by the name of Thokozani assisted me in his best ability and was very helpful, he did a sim swop for me and also tried to assist me with my upgrade issue. I requested to speak to his manager as we had spoken to someone by the name of Kabelo who claimed to be the Team Leader at ********** (upgrades), he promised that he has escalated my problem and has requested that it be given highest priority and he would call me back at 16H00….HE ****!!! To date I am still waiting for a call. As for the manager Mr Jan Dawid Pieterse at Mall of the South, he didn’t even try to go the extra mile to assist me. He just told Thokozani that there is nothing he can do, didn’t even apologise to me or anything of that sort, just went back to his office….so much for Managerial Position!!!! Thokozani tried calling to do my sim swop as usual, their systems were offline. He didn’t give up, he kept trying over and over until he was able to assist me, apologised profusely for not being able to assist with an upgrade but promised to follow up and get back to me by today. On Saturday, my line was suspended and when I called to query this, I was told that I am in arrears for an amount of R5500.00, I asked how was this possible as it is only the 12/11 and also that my account is on debit order, I was told that they cannot tell me but if I call back on Sunday (yesterday) someone in the accounts department will be able to help further. I then called Thokozani again and he told me if I can make it to get to the mall before 17H00, he will try to assist me. Just one phone call is all he made and the problem had been resolved. I take my hat off to this gentleman for going the extra mile and knowing exactly what customer service is. I even received a called this morning as promised just updating me that the upgrade has not been reversed yet. This is what you call service!!!