Disgusting service and lack of feedback

<p>I have been a long standing customer of the Vodacom network and have enjoyed great coverage and functionality of the network, however when it comes to customer service this seems like a totally different company compared to the networking services.</p> <p>I am utterly appalled and disgusted by the level of service received or total lack thereof over the past two weeks. My contract is due for an upgrade as of the 17th July 2016, however it seems this is a nearly impossible task to complete.</p> <p>I contacted the upgrades department relating to my upgrade on the 20/06/2016 and advised them that I would like to upgrade to the Samsung S7 edge and Gear S2 Classic. I was advised that the cost would be around R1389. I had previously been offered by Cell C a similar deal with a price of R1159. Upon advising the upgrade consultant of this I was immediately put through to the cancellations/upgrades department.</p> <p>I then started my whole story again and was advised that they would refer the matter to deal match to assist and this would take 24 hours. I was promised a callback the next day to which I did not receive. I then had to call the retentions team again only to find out there was no feedback and they still await this. This being on the 23/06/2016.</p> <p>I then followed up on the Friday again the 24/06/2016 and was told that there still was no feedback and they would escalate. The agent spoken during this week was Kgomotso in the JHB contact centre.</p> <p>I advised her that I need feedback urgently as I do need to upgrade this contract urgently as my current phone is problematic. This however did not help and I was not contacted even after being promised that I will get a callback.</p> <p>I attempted to follow up yet again during the next week and spoke to a Retentions consultant in Cape town, I now had to start my whole request again and the consultant experienced validation issues and said he would call me back and guess what two hours later and still nothing. I then escalated the matter to the customer services team and was eventually called by Wasim in the Retentions team. Wasim was extremely pleasant and tried to assist as much as he could and then advised he needed to discuss the matter with his manager.</p> <p>His manager advised that this needed to be sent to deal match to see if they could arrange the match on my request. I advised Wasim of my irritation and asked to speak to the manager who was aparently busy and could not speak to me but advised there is nothing they could do. If this was already sent why does it have to go through again….</p> <p>I insisted on speaking to a manager as I needed my new phone urgently and if the deal could not be done, I would then understand what I needed to do. I further stressed and even got Wasim to call me on my landline as I my phones battery was continuously needing to be charged hence the need for a new phone. This became even more serious as my 13 month old son was admitted into hospital during the week and I needed to constantly check on his progress and this becomes difficult with a troublesome handset.</p> <p>I was then put through to Tsholofelo at the Cape town contact centre who advised that she was a Floor manager on the retentions floor and after I told her that I needed feedback before the end of the day as I needed to know whether to cancel and go to Cell C or what might my other options be. She promised me a callback before 6pm on the 01/07/2016 and wow guess what even the floor manager didn’t keep to her promise. Pathetic</p> <p>I’m at my wits end and need to know whether the upgrade can be processed at the rate offered or what the best rate is as I need to make a decision. But I have to follow up on feedback constantly.</p> <p>I do think Vodacom is the best network in the country but your service has to be the worst.</p> <p>I have been with vodacom for over 15 years and my current spend is around R1500/month and it is clear to me that vodacom does not have a need for clients and have illustrated this through their Excellent Service....not.</p> <p>Please can someone senior in the organisation contact me as I need to know what to do here. It is ridiculous that an upgrade can take more than two weeks to process.</p> <p>I need an answer, can you or can’t you simple as that. Pathetic service!!!!</p>