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Maryke-Lee Muir

1 reviews | Active since Jan 2015

29 Oct 2018, 16:15

FIBRE SALES : Self Service result in a Call Centre tragedy!

Please, can I get a call from a representative who can tell me what is going on with my sale order, apart from (I'm paraphrasing)...'A system 'glitch' caused the order to auto cancel when using self-service? The mobile device added to the fibre order is a problem, so sorry we cannot help you".

Confusion.

I asked: "Can I still order the mobile device with the fibre in another format."

Answer: "No, you can only get the fibre due to the glitch and phone in and see when the glitch is resolved and then re-apply for the mobile device."

Most likely gave me the wrong name: Aboagwe (at Fibre Sales). Call was made 10.29.2018 @ 16:00.

VODACOM!! Please explain to me the following:

1. Why do you have an online self-service option, if you are not interested in actually delivering the service? 2. Why do you provide the options to add mobile devices to the fibre package, if you are not willing to actually provide the product? 3. Why should I phone in to place two separate orders, while your staff sound like they were sleeping before they answered the phone?

I'm a first time customer, I'm left with serious concerns if I should proceed with my fibre order. Please help me change my mind Vodacom.

0
Replies (3)
Vodacom
Vodacom's reply29 Oct 2018, 16:56
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        
Vodacom
Vodacom's reply05 Nov 2018, 10:34
Official
 
Dear Customer, 
 
Thank you for the time and effort taken to voice your dissatisfaction to our office. It is with the cooperation and feedback from valued clients such as yourself that we are able to identify any areas of improvement within our organisation. 
 
As per discussion, we have advised accordingly.
 
Regards 
Consumer Website Team(SA)    
MM
Maryke-Lee Muir's update03 Dec 2018, 14:30
Reviewer Update
Consumer Website Team from Vodacom seems more concerned that the Sales division to land a deal, which is still shocking slow and don't care. Not sure if the people are paid commission, but there's NO motivation to land a deal with a customer. Anyhow - my husband seem to have had better luck and managed (after 3 weeks) to get Vodacom to do a site inspection for our installation.