Disgusting service delivery

On 05/06/2024, I received a call from the Vodacom online call centre offering an upgrade on my phone. After some initial hesitation, I agreed to the upgrade. On 08/06, I was contacted to arrange delivery of the phone. When the delivery date was missed, I followed up with Vodacom to understand what was happening. Shockingly, I was informed that on 18/06, the RAM truck had been hijacked.

Since then, I have lodged multiple complaints via email to Vodacom, all of which have gone unanswered. I have made 19 phone calls to follow up on the status of my new phone since 18/06, leaving numerous messages for management to intervene. Not once has anyone called me back with an update. Even after voicing my utter disappointment and frustration to a manager, I was promised a callback that same day, which never happened. Today, I spoke to another manager who also promised to look into the matter, but this is unacceptable.

As a long-time paying client, I am appalled by the complete lack of communication from Africa’s largest telecommunications company. The service I have received is beyond pathetic. The online call centre staff are some of the rudest individuals I have ever encountered. They have cut me off when I requested to speak to a manager, forced me to repeat myself constantly, and made empty promises of feedback. It is evident that no sufficient notes have been made on the system, leaving agents clueless about my situation and this just adds to my frustration.

The level of stress I have endured while trying to resolve this issue is unimaginable to Vodacom staff. I demand a resolution to this matter immediately. I expect a call or email outlining the next steps and a definitive timeline for when I will receive my new phone. This is the least I deserve after the abysmal service I have experienced.