Disgusting Service by Vodacom

Vodacom Fibre to the home service is terrible. They process your order quickly when you first sign up, however anything you require after that doesn’t happen quickly at all. We requested a relocation on the 19th of November which has a 30 day notice period for Vodacom to complete the request. An installation was booked for the 7th of December at our new premises. The slot is from 09:00 to 13:00 and as a customer you are expected to wait the four hours for the technician to arrive. You cannot call and query where they are or if they are even still coming as the ‘front line support’ cannot assist you. The only option is to wait out the four hour slot and then call in to complain. This complaint will only result in ‘front line support’ sending an email to back office to advise. Well we are still waiting for someone to get back to us, even though we requested a Manager to call us. We called in the 10th of December to query the status, and the only thing they could do was send another email to query this. We then called in again the 12th and were advised the same thing. This time we insisted on speaking to a Manager, her name was Rika, she advised that one cannot complain until the 30 days notice period has lapsed. Where is the logic in that? If an installation was booked it meant that everything was on track for the installation. Then another installation was booked for the 17th of December. Again a four hour slot and no one arrived. We again complained that no one arrived and an email was sent. This time speaking to a Manager by the name of Warren, who then also sent an email to the Installation Team. Still no feedback as yet. In the early evening of the 19th we called and queried the status of our relocation request, however no one was able to advise as no feedback had been provided by the ‘other’ departments. Again proving that the ‘front line support’ cannot support clients with most queries. Then we advised that we wanted to cancel without the penalty Vodacom enforces as they couldn’t relocate us within their given timeframe. Therefore as a Consumer, if a service provider can not fulfill their commitment within the given period the consumer cannot be held liable. This request was met with a quick chat to the Manager who asked us to give them until Midday on the 20th of December to provide us with feedback. Needless to say this did not happen. On the morning of the 21st of December we called in and requested to cancel without penalties as Vodacom had still not done what was needed and we were now in a ‘new line’ for the installation to be booked. The consultant was still unable to advise on anything other than that they sent another email. There is also no cancellation department for a customer to speak to, this is also done via email. All these emails get ‘sent’ and nothing comes of it. The customer is not copied in to see if they indeed get sent nor is the customer contacted to provide feedback, so who knows what Vodacom does. Now we wait with baited-breath to see if anything comes of our new request to cancel. This really is disgusting and should not be how a Service Provider treats their paying clients.