Dissapointment upon dissapointment!!

To whom it may concern

On 15 December 2017 I contacted Vodacom to upgrade on a deal that included 2 x Alcatel Plus 10 Tablets 2 in 1 with keyboards @ R179.00 per month - offer valid from 7 Dec'17 to 6 Jan'18.

Now it might not seem like much but one of these tablets were to be a gift to our daughter for Christmas. Upon my application the Vodacom sales person had to check if I qualify for the deal. After holding for a short while he confirmed that I qualify and we proceeded with the upgrade. He informed me that the delivery will take place within 3-5 working days but believe it will be delivered by the 19th but no latet than the 20 Dec'17.

On the 19th I contacted Vodacom to find out if it will be delivered the following day since we were leaving for the holidays on the 20th and nothing was received on the 19th. I was advised to contact the department that deals with processed orders on ********** or ********** .

When I contacted them the lady informed me that the delivery will not take place that week since it was on back order. She recommended that I must try the going to one of their branches to see if I can get it instore earlier but said the order will not be cancelled as the store can cancel it on their side if I do manage to come right. She also confirmed that the delivery will be done the following by the latest 29 Dec'17 and she apologised for the delay.

My cool was still intact and I understood since it is the festive season when alot of things is on demand. I phoned our local shop which said they were out of stock. I checked online and see Bloemfontein had it avilable but we are 781km away!

So on our vacation I contacted other Vodacom's in the towns we visited and they had no stock. I also went in at one of the stores and they had none but they phoned another branch to ask if they had which confirmed they were also out of stock.

I left it there since I already placed an order I knew it would reach me eventually but in the meantime I had to run around shopping for a christmas gift for my daughter the day before christmas in a completely unknown town just so that there was something to give her. We were friends and family and it would have been embarrassing if they gave her gifts but she did not receive anything from her own parents.

On 30 Dec'17 I contacted the ********** number again to follow up on the delivery that was suppose to be by the 29th (at this time we have already returned home).

The lady I spoke to informed me that my order was cancelled and I popped a fuse! I wanted to know who cancelled my order since it wasn't me. She put me on hold only to inform me that there was a system error but I can contact the upgrades department and reapply for the upgrade or the call centre. So I asked her why is their no back up of this information as this would mean that Vodacom can just pull up their shoulders as if it is no concern to then that is their paying customers concern! After all the effort I have already made... Vodacom didn't even inform me of this so called error! I demanded to speak to the manager. On hold for +/- 20 minutes she retrieved the call at 14H07 to inform me the managers leave at 14H00 but claimed she was trying to get someone to assist me.

The best however is whilst she left me holding I contacted the 082111 number and a very pleasing consultant took my information after I told her I would like to follow up on the order. Without providing the information, SHE TOLD ME what upgrade I was enquiring about and that the order is active on her side. It doesnt show that it was cancelled on her end.

When the lady from ********** retrieved the call, I was on the line with the lady from 082111 (two seperate calls on seperate devices) and I informed the lady from 1945 of the confirmation from lady 111. Well 1945 ended the call.

The consultant from 082111 then advised she will put me through to ********** and the call got cut but she almost immediately phoned me back and transferred me again.

The consultant from ********** was also very helpful. She was going to check where my order is. After holding for a while she returned and said that the delivery was cancelled by RAM couriers, huh? She asked if I have been in contact with them. Yes I was but never gave them any information that could have linked the parcel to me. Even the waybill number I gave RAM (which I thought was for this delivery) was invalid and not recognised by RAM, turns out it was another parcel delivered by SkyNet and completely unrelated to the Vodacom order.

She then asked me if I will hold so that she can get to the bottom of it no problem. Hen she retrieved the call she told me there was in fact a system error and the offer is NO LONGER AVAILABLE! How is this even legal, the instore and online catalogue have this offer and the catalogue is valid until 6 Jan'18! Even the online store have offers for the same device on different packages...

She then proposed alternative offers which is really just entry level tablets when you check the specs. She said she will send a email to her manager and cc me in the communication so that I can see the feedback. No email or further communication received to date.

In the meantime I have a daughter that is still waiting patiently but also excited to know when she can expect her suprise gift. This has been unfair treatment to myself for trying to get it resolved and my daughter for having to understand that there is a delay from the mysterious place I got her a christmas gift.

I truely and honestly hope that this painfully long complaint gets your attention since I spend a small fortune every month on all my Vodacom contracts and this type of service could have me reconsider my future network provider.

Below the order notification received:

Dear your quotation has been processed 1- ********** ********** . Use the order number 1- ********** ********** when contacting Vodacom Customer Care on 082111 for further enquiries.

Yours Dissapointed, SE