Frustrating Customer Service

Vodacom claims to be the best network in the land. One would therefore expect them to have decent customer service. Not so.

I needed to get an eSIM, both the app and the website were not helpful. I called the support centre and I was informed that I should go to a Vodacom shop for assistance. I went to a Vodacom store in Middelburg Mall. The assistant at the store abruptly told me they don’t do eSIM.

After 2 weeks I mustered sufficient courage to try again. Today (3 October 2023) I called the Support Centre and spoke a Siphokazi who enthusiastically told me that a Vodacom store will assist. I told her about my previous encounter. She promptly called the shop to check. A Phindile from Middelburg Mall’s Vodacom store assured Siphokazi that they do eSIMs. Encouraged I went back to the shop today. The assistant who attended me promptly told me they do not do eSIMs. I protested referencing the assurance given to the Support Centre by their member of staff. To put it politely, they were not interested, I was the crazy one. She called her manager who was not interested in what I had to say.

If it was not for the contract, I’d switch networks.