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CG
Chantal G

1 reviews | Active since Nov 2015

08 Oct 2021, 09:55

DISSATISFIED CUSTOMER - POOR SERVICE RECEIVED FROM VODACOM

On Saturday 2nd October I visited the Vodacom World store in Midrand, to apply for a new contract. I dealt with Ronnie, who advised he would process the application and submit all my documentation provided to Vodacom Head Office. He further promised he would provide me with telephonic feedback either on Monday 4th, latest Tuesday 5th October. Unfortunately I have not received feedback from him to date.

I have been calling into the Vodacom World sales department since Wednesday 6th October, and no sales consultant is able to provide me with a status update on the application. On Wednesday 6th I was advised Ronnie is on leave. Today when calling in I spoke with Evelyn, who advised she is unable to see on the system what the application status is. She further advised a team lead would contact me today.

It is extremely unfortunate, in these challenging times, that this is the service Vodacom provides, when a new business sale opportunity is presented. In the past, I have received very poor service from Vodacom, and this application has been no different. From my past experiences, I was forced to publicly raise a complaint on Hello Peter, which resulted in a manager contacting me. Unfortunate I am having to do so once again, in an attempt to obtain the needed service.

0
Replies (3)
Vodacom
Vodacom's reply08 Oct 2021, 11:01
Official
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 
CG
Chantal G's update18 Oct 2021, 08:08
Reviewer Update
On 13th October 2021 I received a call from Mohali from Vodacom Hello Peter, following up on the status of my issue reported. I provided update that I have not received further feedback from Vodacom and my application is still pending action from head office, with an unknown status.
Mohali advised he would follow up with Vodacom World Midrand as a new application should not take this long. He further advised he would provide me with feedback. I have unfortunately not heard back from him since, nor have I received feedback from Vodacom World.
This is sadly beyond poor customer service from Vodacom, and leaves me considering taking my business to alternate cellular service providers.
CG
Chantal G's update19 Oct 2021, 18:32
Reviewer Update
Due to no response received from Vodacom today, I have sent a mail to both Vodacom Complaints as well as Vodacom Customer Care on 18-Oct-21. Sadly below is the response received:

***
date: | Oct 19, 2021, 2:08 PM
subject: | Re: Fwd: New Contract Application ***
mailed-by: | vodacom.co.za

Re: Fwd: New Contract Application ***
*** | 2:08 PM (4 hours ago)
Good day Chantal We acknowledge the receipt of your email. Due to technical issues I am unable to call you as per the process, my apologies for the inconvenience. My apologies for the inconvenience you might have experienced. Kindly go to the store as they are best equipped to assist you. This is certainly not in line with Vodacom’s aim in achieving service excellence.Vodacom values you and always aim to provide you with the best quality network, products and services. Thank you for using Vodacom's Emails service, have a good day further and it is advised that you may manage your Vodacom account on www.vodacom.co.za or via the My Vodacom App, if you registered. Are you happy with the way I have assisted you today? You might get an SMS from Vodacom asking you to rate your experience. We would appreciate if you could provide your feedback RegardsPhumelele NkabindeeService Team